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FAQs

General

How long are our mattresses and beds guaranteed?

All our mattresses and beds are rigorously tested under laboratory conditions to British Standards and carry a tiered 5-year guarantee. For full details of Pocket Spring bed Company guarantee please view our guarantee terms

Where can I purchase spare parts?

Please send your name and address to our Customer Service department and we will supply replacement parts free of charge. Please include details of your mattress eg: size, etc. with your request.

Do i need to disassemble my bed when using the 'take-back' service?

Yes, it is important that you disassemble your old bed/product if it is being collected as part of our 'take-back' service, this will allow our 3rd party carrier to successfully take away your old bed/product when delivery of your new one arrives. Should you have any further question regarding the service, please contact us on 0800 008 7067

Delivery

What if my order arrives damaged?

In the unlikely event that your order arrives in an unsuitable condition, please contact us immediately and if the damage has been caused in transit we will arrange a replacement as quickly as possible.

Do you deliver products outside the United Kingdom?

No, our delivery service is limited to the UK including Northern Ireland.

Returns

What should I expect from my new mattress?

Chances are that the springs and upholstery in your current mattress are not what they used to be, so your new mattress may seem a little strange at first. Please allow time for your body to adjust and the mattress to settle and you will be sure to receive a great night’s sleep.

How should I care for my new mattress?

In order to ensure that you receive the very best support, comfort and life from your new Pocket Spring Bed Company mattress, it is essential that you follow the care instructions as provided with the product. If you would like to view the care instructions please click here for further details.

What happens if the product I ordered is not what I expected?

If, for whatever reason, you are unhappy with your purchase, please contact us within 14 days of receipt of the mattress. We will arrange for the collection of the mattress after which we will then refund you in full, we can also offer you store credit to the value of the item.

Product

Can I purchase a new mattress to use on an existing base?

As long as your base is in good condition then it should be suitable for use with a new Pocket Spring Bed Company mattresses. However, we do recommend that if you are replacing your mattress because of its age then you should also consider replacing the base at the same time.

How do we measure mattress depth?

A flat bar is placed across two diagonally opposite corners of a mattress whilst the mattress is placed on a level floor. The distance between the bar & floor is measured at the two corners & the average height is expressed. A common incorrect way to calculate this is to measure between the tape edging which is always going to be less. This is because the total mattress height is greater in the sleeping area compared to the taped perimeter area.

Usually, the reason for any discrepancy between our stated measurement and another measurement is due to the incorrect measuring method above – please also note there is a standard tolerance of +/ - 2 cm for mattress depth which ties to a British Standard describing how to measure the height of a mattress which we use to measure all our mattresses; BS EN 1334:1996 Domestic Furniture - Beds & mattresses, methods of measurement and recommended tolerances.