FAQ's

 

PRODUCT INFORMATION

What Are Your Mattress Sizes?

Our UK mattress sizes are as follows:

  • Single: 3' x 6'3" (90cm x 190cm)
  • Small double: 4' x 6'3" (120cm x 190cm)
  • Double: 4'6" x 6'3" (135cm x 190cm)
  • King: 5' x 6'6" (150cm x 200cm)
  • Super king: 6' x 6'6" (180cm x 200cm)

Please note we do not sell rolled up mattresses, all our mattresses come as they should flat. Rolling up the mattress affects the quality of the mattress.

How Often Should I Turn My Bed?

Unless you have purchased a 'No Turn' mattress we recommend that during the first six months of use, your mattress should be turned every two weeks and then monthly thereafter.

You should alternate between turning the mattress over and rotating it from top-to-tail to ensure even settlement. If your mattress has handles, use these to position it on the divan base.

Do not allow the mattress to bang or fall against the side of the divan, as this may damage the spring system.

Although our 'No Turn' mattresses will never need to be turned over, we recommend that you rotate the mattress from top-to-tail regularly, following the instructions above, so that the mattress wears evenly.

How Do I Clean My Mattress And/Or Base?

No mattress is completely colourfast. We, therefore, recommend that you use a mattress cover, which will protect it from coming into contact with body moisture or other liquids.

Do not use detergents or chemical cleaners on your mattress as this is likely to damage the fabric and stitching.

DELIVERY INFORMATION

How long does it take to Dispatch a Laywell Beds mattress and/or bed?

All beds and mattresses are made to order and It takes approximately 5-7 working days to dispatch the Bed or Mattress and courier takes it to their warehouse.

How long does it take to deliver a Laywell Beds mattress and/or bed?

All beds and mattresses are made to order and It takes approximately 5-7 working days after 1 working day of dispatch date. This is the time the courier takes to deliver the Bed or Mattress once they have collected it.

Are Weekends Included In Working Days?

A business day is an official working day. Monday through Friday are considered business days, but holidays and weekends are not.

When will I receive Delivery Information?

You will receive delivery information on the following week of your order, generally on Tuesday Evening. For example, if you ordered on Thursday then delivery information will be sent to you on next week Tuesday Evening.

When Should I Dispose Of my Old Bed or Mattress?

Please do not dispose of your old bed/mattress until the new one arrives, and you are happy with it as there can be issues sometimes with delivery.

Why have I Not Received My Order Confirmation Email?

Please ensure that you have checked your junk and spam folders for the email. To prevent this from happening again please add in customerservice@laywellbeds.co.uk to your safe list. If you still can’t find the email please contact us.

Will I Receive Notification On The Day Of Delivery From Courier?

On the day of delivery courier drivers are instructed to call you approximate 30-60 minutes beforehand. If they do not please let us know as soon as possible by emailing to customerservice@laywellbeds.co.uk so we can rectify it.

Do You Deliver To Northern Ireland?

Deliveries to Northern Ireland can generally take up to 12-14 day days after shipping.

Deliveries to Northern Ireland will incur additional delivery fee. This fee will not be added to your total for any orders you put through online automatically. It will be paid via either Bank Transfer or Paypal.

All deliveries to Northern Ireland are charged for the amount of £110.

Is Tracking Available?

For delivery of beds and mattresses, we hire external couriers, if they send us any tracking information it will be mentioned in the shipping email.

Do You Offer Room Of Choice Delivery?

Yes we offer room of choice delivery but there is a fee for this service which is not included in product price, please inquire for room of choice charges by emailing to customerservice@laywellbeds.co.uk

What Happens If I'm Not Present On The Day Of Delivery?

If you were not present at your address when delivery attempt was made, then the driver will leave a card through your door. The couriers will contact you again to arrange another delivery date. For any issues, please email us at customerservice@laywellbeds.co.uk

Please note if you miss the couriers there will be a charge of £65 to re-deliver your order. If the couriers return the goods back to us without it being delivered a refund will be issued minus £65 charge (this is a charge the couriers will charge us to return the goods which we will have to pass on).

Do You Offer Assembly?

Yes we offer assembly but there is a fee for assembly which is not included in product price, please inquire for assembly charges by emailing to customerservice@laywellbeds.co.uk

When Can I Cancel My Order?

You can cancel your order before it goes into production phase, once it’s in production phase you will incur cancellation fee which is on company’s discretion if they want to apply the cancellation fee or not.

How Does Exchange Process Work?

We can exchange the product, but you will have to pay the price difference and there will be a handling charge to take the other item away which is £30.

What If My Order Arrives Damaged?

In the unlikely event that your order arrives in an unsuitable condition and arrives damaged then please email us on customerservice@laywellbeds.co.uk

 Please note collections can take 1-2 weeks, the same as delivery. However, there can be delays especially with the current situation so please allow up to 4 weeks.

RETURNS INFORMATION

My Bed Or Mattress Is Faulty. What Should I Do?

If you’ve received a faulty product, then contact our customer service team on customerservice@laywellbeds.co.uk within 14 days.

How Do I Return A Bed Or Mattress?

We accept returns in the following situations:

  • You've received the wrong product and contacted us within 14 days
  • You've received a faulty product and contacted us within 14 days

To return your product, you need to follow these steps:

  • Email our customer service team on: customerservice@laywellbeds.co.uk to let us know you want to return your mattress.
  • You'll then be contacted by our external courier to arrange a pick-up 
  • When we've received the mattress or bed frame, we'll process your refund however you will incur a fee of £65.

All we ask is that you keep the packaging so that it can be packed back up again securely ready for collection. Or you will have to source appropriate packaging yourself in order to facilitate the return.

Please also keep the item safe in your possession so that it does not get dirty or damaged before we collect it.

Please note collections can take 1-2 weeks, the same as delivery. However, there can be delays especially with the current situation so please allow up to 4 weeks.

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.

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. After we have received the product back, we will then refund you in full

 

WARRANTY INFORMATION

How Long Are Your Mattresses And Beds Guaranteed For?

All our mattresses and beds carry a tiered 10-year guarantee.

We're so confident that our beds and mattresses will provide you with a great night's sleep that we offer the security of the very best in terms of product guarantee. Consequently, if you have purchased a mattress or divan set (a matching base and mattress), in the unlikely event that a problem should arise due to either faulty material or poor workmanship, during the first year from the date of purchase we promise to repair or replace (at our discretion) any part, or all of the product that is defective, completely free of charge. During the second year, replacements will be free of charge but will attract a contribution to the transport costs. In subsequent years, a sliding scale of charges based on usage plus transport costs comes into effect as follows:

  • 2 to 3 years - 40% of current retail price
  • 3 to 4 years - 60% of current retail price
  • 4 to 5 years - 80% of current retail price

Any claim must be made no later than 5 years from the date of purchase. This guarantee applies to goods purchased directly from our Laywell Beds and, in all instances, applies to product only where it has been used and maintained in accordance with the manufacturer's guidelines and instructions.

Please ensure that you read and comply with the Warranty Conditions (below) and Care Instructions (leaflet included with any purchase). This guarantee does not affect your statutory rights.

What Invalidates The Warranty?

Under the law, the Contract of Sale exists between the retailer (us) and the consumer. Consequently, if you have cause to complain, please contact us giving proof of purchase and outlining the nature of your complaint. If the below warranty conditions have been satisfied, we will progress your claim

The mattress must be turned regularly, as per the Care Instructions, thereby minimising the settlement of the cushioning layers. The exception is a 'No Turn' mattress, which will usually be specified on the mattress label. If your mattress is 'No Turn' you should use the sleeping surface only. (the side with the mattress label)

We are unable to accept items that are soiled or unhygienic. Therefore, please ensure that you use a mattress protector/ cover from the first day of use.

The guarantee is void if a fault results from misuse of the product.

Examples of misuse would include (but are not limited to):

  • Use without bed linen.
  • Subjecting the product to excessive wear and tear e.g. jumping up and down on the bed.
  • If your mattress is 'No Turn' you should use the sleeping surface only. (the side with the mattress label)
  • Using a mattress on an old or unsuitable base, or a base for which it was not designed Rolling or bending the mattress
  • Overloading the drawers in the base; overloading can cause distortion or damage to drawers and may also cause them to jam. Therefore, mini drawers should not be loaded in excess of 7kg, standard drawers 15kg.
  • Wherever possible, replacement product will be like for like. However, in the event a particular material or style is no longer available, we reserve the right to substitute appropriately as per our current range.

MANUFACTURING INFORMATION

Are All Snooze Sleep Beds Made In The UK?

All of Snooze Sleep mattresses, upholstered bases and headboards are made in the UK and tested to British and European standards.


We are also fully certified by the Forest Stewardship Council. Each bed and mattress is put through rigorous testing to ensure we exceed British standards. We are so confident in the quality of our products we offer a peace of mind guarantee on all our beds and mattresses.

SAFETY INFORMATION

What Safety Tests Do You Perform Your Products?

As home to the UK’s most trusted bed brand Snooze Sleep, we believe passionately in producing safe and quality products. All of our mattresses are regularly and rigorously tested for durability, pressure and temperature control in our state-of-the-art testing lab. One only seven SATRA accredited labs in the UK. Our testing team also carry-out a range of comprehensive safety tests to ensure we meet the highest UK targets, including important flammability tests for your peace of mind.

Are Your Beds Flammability Tested?

UK law requires manufacturers to ensure that foam used in their products undergoes a fire-retardant treatment in order to comply with life-saving safety regulations. Snooze Sleep only crafts the best quality products that’s why we at Laywell Beds are proud to sell they prod cuts on our website.

WHERE TO BUY

Do You Have Stocklists In Ireland?

Snooze Sleep only manufacture and deliver within the UK*.

*We also deliver to Northern Ireland (BT postcodes)