Placing an Order With Us
We want your experience of ordering with Mattress Online to be as smooth and comfortable as our mattresses. That's why we're here to help every step of the way, from placing your order to when it arrives at your home. No surprises, just a seamless shopping experience.
If you have any questions, concerns, or issues that aren't covered below, you can call our customer service team and we'll be more than happy to help. We aim to make your order process as easy as possible, whether that's on our website or over the telephone with a member of our team.
What happens once I have placed an order?
- Stock allocation - Once your payment has been processed, the stock will be allocated to you ready for dispatch. For items out of stock, we'll back order them for you and call you when it's ready to dispatch.
- Order dispatch - Our logistics and warehouse teams will process, pick and package your order and load it on our delivery vans. Once your order has been dispatched, you will receive an email from us confirming this. If you've chosen a later delivery date, we'll hold the item ready to dispatch.
- Delivery time slot - The evening before your delivery, we'll send a text message to the mobile number you provided during checkout with a 2-hour delivery time slot.
- Delivery day - On the day of delivery, we'll call you on the same contact number with an estimated delivery time.
It couldn't be any simpler. If you have any questions or issues with your order, our Customer Service Team is here to help:
- Live chat
- Email: customerservice@mattressonline.co.uk
- Phone: 01709 780 881
If you’d prefer to place your order over the phone, please call us at 01709 780 881, and we'll be happy to assist you.
For more details on our product availability and delivery process, please read our Delivery Help page.
Are there any hidden fees?
We believe in transparency regarding additional fees for your delivery. Here's what you need to know before your order from Mattress Online.
| Service | Compulsory/optional | Cost | Additional information |
| Weekday Delivery | Optional | £0 | Weekday delivery is free in mainland England and parts of Wales and Scotland. |
| Delivery to Northern Ireland and some areas of Scotland and Wales. | Compulsory | £40 to £60 (location-dependent) | A non-profit fee that applies to Northern Ireland and certain areas of Scotland and Wales. Please visit our delivery page for accurate charges. |
| Weekend Delivery | Optional | £17.50 | Choose this option for Saturday or Sunday delivery. |
| Premium delivery | Optional | £20 | Opt for delivery straight to your room of choice. Some products include this at no extra cost based on the size or weight of your item. |
| Mattress recycling | Optional | £35 | Select this option for us to collect and recycle your old mattress when delivering your new one. This fee is non-profit. |
For a more in-depth explanation on our delivery or recycling fees, please visit our delivery page and our recycling page.
Should you wish to exchange or cancel your order, please note the following fees:
| Service | Compulsory/optional | Cost | Additional information |
| Comfort exchange | Compulsory | The price difference of your replacement mattress, if it’s more expensive than your original mattress. | If you want to exchange your mattress, please refer to our Comfort Trial terms and conditions for more details. If the replacement mattress is more expensive, you'll pay the difference. If the replacement mattress is cheaper, we cannot refund the difference. However, if the replacement mattress is up to £100 cheaper, you will be given the difference as credit to use on our website. |
| Order cancellation | Compulsory | Dependent on your purchase and location | If you wish to cancel, please check our Terms and Conditions for additional charges related to transporting your purchase back to us. |
If you have any further questions about our additional fees, don’t hesitate to get in touch with our Customer Service team.
Payment options
We offer a variety of payment options to suit all of your needs.
How can I pay?
If you would like to pay in full, you can choose to pay with:
- Visa - debit and credit cards
- Mastercard & Maestro - debit and credit cards
- PayPal
- Google Pay - available on compatible devices and browsers
- Apple Pay - available on Apple devices
Finance options:
- Klarna - Flexible payment plans available
To qualify to use Klarna to finance your online payment with Mattress Online, you need to spend between £300 and £1000. If you spend under £300 or over £1000, you will not be able to finance your purchase.
For more information on all our payment options, please read our payments page.
Finance options: Klarna
Mattress Online has partnered with Klarna to offer you flexible financing options for your purchase.
To qualify to use Klarna for your purchase, you must spend between £300 and £1000 on your order.
Klarna provides interest-free finance. Founded in 2005, over 85 million customers trust Klarna to process their payments securely.
Klarna helps you buy the things you need now - but pay later. No fees, no interest. It's a simple way to spread the cost of your shopping.
At Mattress Online, we offer two Klarna payment options - Pay Later in 3 and 0% Finance. Here's a quick guide to help you compare both payment options.
Please spend responsibly. Borrowing more than you can afford could seriously affect your financial status. Make sure you can afford your monthly repayments on time.
MattressOnline.co.uk Ltd is authorised and regulated by the Financial Conduct Authority (FCA FRN 923012) and acts as a credit intermediary and not a lender, offering credit products provided exclusively by Klarna Bank AB (publ). Please note that the following products are not regulated by the FCA: [Pay in 30 days and Pay in 3 instalments]. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders.
Finance is only available to permanent UK residents aged 18+, subject to status, terms and conditions apply.
To learn more about how Klarna works, please visit our Klarna page or the Klarna website.
Do you offer voucher codes?
Occasionally we will offer promotional voucher codes through our mailing lists or social media - if you’d like to join in on the fun, follow us on social media:
Or sign up to our mailing list:
To show our appreciation for our NHS and emergency service workers, we offer a 10% discount when you purchase using an eligible email address. Learn more about this offer on our NHS & Blue Light Card discount page.
For further details on our discount codes, please visit this page.
Your details
It’s important to us that you know what details we will ask of you and how we responsibly use this information to complete your order.
What details do you need from me and what do you do with the information provided?
Here's what we'll ask for during the checkout process and why it's necessary:
- Title, first name and last name - Required by banks to ensure the transaction is legitimate. This will appear on your order confirmation.
- Email address - Used to send your order confirmation, notify you when your order is dispatched, contact you if there are any issues, and ask for feedback on your purchase. If you opt-in, we'll also send product advice, sleep tips, and sales offers.
- Phone number - Used to send a text the evening before delivery with a 2-hour delivery time slot and call on the delivery day with an estimated time of arrival.
- Payment details - Needed to complete your purchase securely through our leading secure server provider, Braintree, or through Klarna.
- Billing postcode and address - Required by banks to validate the transaction.
- Delivery address - If different from your billing address, to ensure your order is delivered correctly.
Additional contact numbers (optional) - Allows more than one number to reach you if we have any issues.
For more details on how we use your information, please see the following pages:
What happens if I need to change my details?
No worries! Simply reach out to us and we can fix this for you.
Please ensure you have your order number handy when you contact us.
Order details, cancellations, refunds and returns
Below we answer our most common questions around order information, cancellations, refunds and returns.
What happens if I’ve ordered the wrong item?
Not to worry, we understand that these things happen. Simply contact us as soon as possible and we’ll get this sorted out for you.
Please make sure you have your order number ready when you reach out to us.
Can I exchange my order?
If you wish to exchange a mattress purchased from Mattress Online, here's what you need to know:
You can exchange your mattress if you:
- Have slept on the mattress for at least 30 nights
- Are still within your mattress's 60 or 100-night trial period
- Have used a mattress protector throughout the trial period
Once you meet all the requirements above, simply let us know that you wish to exchange your mattress. We'll arrange to swap it for a mattress of your choice and schedule a delivery date for your new mattress and we’ll collect your old one at the same time.
How do I cancel my order?
Sometimes when making a purchase, we want to change our minds - and that’s okay.
If you would like to cancel your order and:
- Your order has not yet been dispatched - Simply inform us as soon as possible so we can prevent it from being delivered.
Your order has already been dispatched - Don't worry. Please contact us immediately, and we'll assist you further to try and prevent your delivery. We recommend reviewing our Terms and Conditions to understand what to expect during this process.
Can I get a refund?
Yes, we are happy to provide refunds if your situation meets the requirements set out in our Terms and Conditions.
For instance, if the product has been unpacked and used, then unfortunately we can’t offer a refund. However, your mattress may still be covered by the manufacturer's guarantee or warranty.
If you are not eligible for a refund, you may still qualify for an exchange through our free 60-Night Comfort Trial. Please review the terms and conditions for our 60 Night Sleep Trial to determine if this applies to your order.
Once we've confirmed your refund and received and inspected your items at our facility, we will process your refund immediately.
It typically takes 3-5 days for the refunded amount to reflect in your bank account.
How do I return an item to Mattress Online?
We’re sorry to hear that our product wasn’t the right fit for you.
As per our Terms and Conditions, we can only accept returns if the following criteria are met:
- The packaging is unopened
- The item is unused and hasn't been slept on.
Here’s how to return your item(s):
- Notify our Customer Service team within 14 days of your original delivery date that you wish to return your item(s).
- Arrange a courier to return your item to us and cover the transportation cost, as per our Terms and Conditions and Terms of Sale.
- If your courier requires dimensions or weight details, contact us and we'll provide the necessary information.
- Return your item within 28 days of your original delivery date. Please note: our returns department operates Monday to Friday, 9:30am to 4:30pm, so plan your return accordingly.
- Ensure the item packaging remains unopened and use a protective sealed bag.
- Handle the item with care during storage and transport - do not bend or damage it.
- Keep the item clean and dry.
Please send your returned item(s) to:
MattressOnline.co.uk Ltd
Unit 50
Waddington Way
Aldwarke Lane
Rotherham
South Yorkshire
S65 3SH
Although it wasn't the right product for you this time, we hope you'll consider Mattress Online for your sleep needs in future. We're committed to helping you find the perfect mattress for a restful night's sleep.
If you need any help or have any questions about this process, please get in touch with our Customer Service team.
If you have any further questions about placing an order with Mattress Online, please do not hesitate to get in touch with our Customer Service team. They’ll be happy to assist you further.
Sales Enquiries
Mon-Sat: 9:30am - 5:30pm
Sunday: 10am - 4pm
Customer Service
Mon-Sat: 9:30am - 5:30pm
Sunday: 10am - 4pm
customerservice@mattressonline.co.uk
