I feel I have a problem with my bed. Is it Guaranteed, and what do I do?

We provide a standard 1 Year Guarantee on all our mattresses, which protects you against Manufacturing Defects. If you then register your product online, we will extend this to a 5 Year Guarantee, or 5+5 Limited Guarantee, and this will be clear on the label at the foot of your mattress (note if the label states “1 Year Guarantee” then this is the maximum guarantee available on that product). If you feel your product develops a fault within the period specified on the label of your mattress, please follow the below process. However, please read this document to make sure what you believe is an issue, is not actually normal before making the call. Please also note that the Guarantee/Warranty does not cover:

  • A normal increase in softness in the polymer filling material or a decrease in the slow recovery performance, which does not affect the pressure-relieving properties.
  • Any smells relating to the mattress
  • Body indentations relating to normal settlement
  • Level of perceived comfort
  • Where a product has been purchased online, and the complaint is due to the “feel” of the mattress
  • Where the mattress has had more than 1 owner

The guarantee covers any deterioration, which causes the mattress to have a permanent indentation of considerably more than the guidelines issued by FIRA as referred to in point 6. The guarantee will cease to apply if The Foam Co. Ltd finds that during the guarantee period, any of the following applies:

• Abuse, misuse, or general wear and tear
• The mattress has been used on a slatted base with slats more than 7.5cm apart
• Any causes other than faulty manufacture or materials
• Where the product is soiled, has become wet, or in an unsanitary condition
• Where the customer care hints detailed in this document have not been applied – this includes not rotating the mattress as recommended
• Where the cover has been removed where the label does not state “removable, washable cover”
• A new mattress has been used with an existing, damaged divan or a divan that is deemed to be of unsuitable quality

In order to register your concern you will need to report the problem in writing to the retailer from whom you purchased the bed and they will handle your guarantee claim on your behalf and liaise with us. You will need to provide your Proof of Purchase in order for us to investigate your issue under your  Guarantee.

Should your retailer no-longer be in business, or you feel that that they are not assisting you, then please contact our customer service team on 01235 529148 and have the following available – proof of purchase, including date of purchase, product name and size plus description of problem. Our experienced team will give you an opinion on your issue. If your issues is covered by the FAQs, but you wish for us to arrange an inspection via a Third Party, we are able to instruct the Service Team of the Furniture Industry Research Association (FIRA) who are completely independent and linked to the Furniture Ombudsman. We will ask you to pay £50 for this service by Credit Card – in the event that FIRA deem the mattress to be faulty, we will repair or replace the mattress in line with the below, on a like-for-like basis (or for an equivalent specification in the event your product is discontunued) and refund your £50.

1 Year Guarantee Mattress replaced free of charge if the fault is reported within 12 months of your purchase

5 Year Guarantee Mattress replaced free of charge if the fault is reported within 5 Years of your purchase

5+5 Year Limited Guarantee Mattress replaced free of charge if the fault is reported within 5 Years of your purchase. After that, a pro rata amount of your original purchase price will apply as follows:

  • Year 6 20% of the purchase price
  • Year 7 40% of the purchase price
  • Year 8 60% of the purchase price
  • Year 9 – 10 80% of the purchase price

I am using my mattress with an old frame, or a frame not manufactured by you. There is a gap around the edge and it looks as if your mattress does not fit?

We manufacture our mattresses to metric sizes as below (for standard sizes):

Single:  90cm x 190cm (3ft x 6ft3)
Double:  135cm x 190cm (4ft6 x 6ft3)
King:  150cm x 200cm (5ft x 6ft6)
Superking:  180cm x 200cm (6ft x 6ft6)

In line with BS 1334:1996 , we have a +/- 20mm size tolerance on all mattresses and beds. In addition, many bed frames are still manufactured using imperial measurements (which are in brackets above). These imperial measurements are larger than the metric equivalent (so a “double imperial” frame would be 137cm x 191cm). If you have purchased an imperial frame with a metric mattress, the frame is likely to be bigger and therefore there may be a small gap. We believe that once bed linen is in place, this will be more than suitable.

What type of base or frame can we use with your mattresses?

We recommend you use your mattress with a new base supplied by us, for a longer life, and better mattress performance. Placing a new mattress on an old base may contribute to a fault developing within the mattress. When the mattress is being used on a slatted bedframe, we ideally recommend that the space between the slats is not more than 7.5cm to minimise uneven softening and settlement, and that there is a central support leg for double sizes and above.

Where are your products made?

All of our products are manufactured in the UK, and 100% of our raw materials are sourced through UK based organisations

Do your products comply with the UK Fire Regulations?

All of our products comply with the appropriate legislation as detailed in The Furniture and Furnishings (Fire) (Safety) Regulations 1988. Certificates are available on request.

What temperature can I launder my removable mattress protector?

If your mattress has an integrated mattress protector on the top of the mattress, this can be laundered on a gentle wash at 40ºC. Please note: DO NOT tumble dry this protector as this will damage the product and void your warranty.

Can I use a mattress Protector with my new mattress?

We recommend the use of a mattress protector in addition to the removable washable protector. Unfortunately, if a mattress is soiled in any way, due to dropping a glass of wine for example, your Guarantee will be invalid, and a mattress protector helps prevent this.

Can I use my bed/mattress as a trampoline, or as a seat when using the phone?

No! Your mattress and bed are designed to be lied on, not sat on for long periods of time. If you do, you will notice uneven wear in the mattress Please don’t let the children (or adults for that matter) jump up and down on the mattress!

My mattress is softer/firmer than when I purchased it?

Like a new pair of shoes, your mattress will soften after a period of time, particularly in the areas you lie (sometimes described as “dipping”). This is not a problem, and is actually a sign the mattress is working with the weight of your body. There is even a British Standard on this (BS3379:2005)

If a mattress has been displayed in a shop as a “floor model” that mattress may have already been bounced on many times, and may feel softer than the new mattress you will be delivered. It can take a few weeks, even months, for the mattress to fully settle down.

Will I see “body impressions” in the surface of the mattress after I have used it?

Body impressions are a characteristic of quality mattresses working as they should by conforming to the shape of your body.

You should expect to see impressions, sometimes described as settlement or “dipping”.

With regards to settlement, what is acceptable can vary from case to case depending on the individual using the product, the depth of the mattress, and the materials used. The Furniture Industry Research Association (FIRA) provide guidelines which suggest that settlement of between 2 and 4cm in depth is acceptable for a mattress that is 5 years old. In addition, settlement depth may be higher when the mattress has been recently used, and if not used for a while, the mattress will recover some height. We will not normally consider settlement to be a fault. In the event of a dispute in this area, we are able to arrange for a FIRA Inspection at a cost of £50 + VAT. Hello Sleep will consider FIRA’s findings as final. In the event a fault is found within the Guarantee Period, the £50 + VAT will be refunded and the product replaced or repaired.