FAQs

10 Week Free Trial

How does the 10 Week Free Trial work?

Simply try one of our beds or mattresses for up to 10 weeks and, if it isn’t right for you, get a refund or a replacement – your choice. 

What is the free trial returns process?

To return anything that we delivered to you, just click on 'returns' in your account, choose the day you want collection & the items you want to return - and send - simple.

Alternatively, email [email protected] with what you wish to have collected or exchanged and your contact details please. Customer Services will be in touch to set up a convenient date for a collection, of which 90% of take place in less than six working days.

How long does it take to receive my refund if I return my mattress in the 10 Week Free Trial?

Refunds are processed automatically back to the same card you used to make your purchase. As soon as products are collected, refunding is initiated, taking seven working days for the funds to appear on your statement.

Do I have to pay for the return of products that you delivered to me?

Your return is priced the same way our deliveries are: they are free unless you are outside our catchment area for free deliveries

Delivery + free recycling of your old bed & mattress

Any problems during my delivery today?

Contact Warren Evans immediately on 020 3927 7777. We take your satisfaction very seriously and we know how stressful a failed delivery can be, so just give us a call. We are waiting to assist you when you need it, seven days a week.

Which courier do you use for mattress delivery?

We manage our own in-house delivery team. Better training, years of experience, reliable and efficient.

Are deliveries and recycling old beds and mattresses free?

Deliveries are free to most areas. If you are substantially further away from us but still within our catchment areas for deliveries, our website will offer you delivery for a fee of £45. If your order is below our minimum order threshold of £495 we levy a small order charge of £45.

We deliver and assemble in your room of choice free of charge.

Recycling of old bedframes is free if the frame is already disassembled and left at indoor ground level near the exit ahead the teams arrival. If the frame is not taken apart, and/or not moved down to ground level before the teams arrival we will levy a charge of up £96 for the unplanned time and work required. If you’d like our team to disassemble the old frame and remove it from the room of choice you can book the service at checkout for £48.

Mattresses are taken for recyling directly from room of choice at no extra cost.

We can recycle additional items for an extra £48 if booked in advance.

Can I choose a specific delivery date?

Absolutely! We know how busy your life is and how important your plans are. Our website clearly highlights how quickly we can deliver your beds and mattresses, and you can select a guaranteed delivery date during checkout.

Do I need to wait in all day?

You need to be available between 7am and 5pm on the day that is nominated for delivery at the point of ordering your bed, but our delivery team will inform you the morning before delivery of a smaller three-hour window of time that you will need to be available at home on the following day. Our drivers will also call you within the hour on the delivery date.

Can I choose a specific delivery time?

You may give us a preferential time of day and we will do our best to fit in with that, but we absolutely cannot guarantee it by any means. Your flexibility to being available within any three-hour window of the delivery date will possibly be required.

Can I change my delivery date?

You can change your delivery date with ease up to 2 weekdays before delivery. Sustainability is a key consideration at Warren Evans so we work hard to reduce the carbon footprint of our delivery journeys. Changes within 72 hours of delivery impact this careful planning process and lead to energy waste and unnecessary pollution. Of course changes still will happen, so just let us know ASAP so we can do our best to minimise the impact, no charge. We recommend you let us know three days in advance.

When do I find out my timeslot?

We will send you an email with a fixed three-hour delivery timeslot the day before your delivery.

Can I change my timeslot?

We would try, but it’s unlikely we can accommodate this with short notice. It would possibly mean the delivery needing to be rearranged for a later date at no charge. Please make sure you are flexible on the day of delivery.

We plan your delivery slot based on your relative location, size of order, and other deliveries on the same van. The software we employ optimises fuel efficiency and time in order to reduce energy waste and pollution. It is this optimisation and efficiency of scale that allows us to offer your delivery for free without inflating the cost of your new goods from us. It is also a green and sustainable practice.

What communications will I receive on the day of delivery?

We know how important communication is to ensure a successful delivery. Our team will call you within the hour before delivery and discuss specific requirements that you might have. We use GPS to navigate as well as track our vans, so we are able to give reasonably accurate estimates of arrival when they are nearby.

Do I need to be home for the day of delivery?

You or your appointed adult representative needs to be there. Our delivery team will help you inspect the products and make sure that you are happy with them, where they are placed, and the delivery team’s service before they leave.

Can you leave the items outside my home?

On many occasions we can do this, please call us for details. Please note this could invalidate your trial and guarantees as items could be damaged by the elements.

Do I need to keep the packaging?

Not unless you want to. Our delivery team will unwrap your goods and reuse or recycle the packaging. At Warren Evans, sustainability is a core value. We first try to reuse materials and packaging and we recycle packaging when that is not possible.

Please note: if you have more than one mattress you may wish to not unwrap more than one mattress until you have followed the 10 Week Free Trial for each mattress.

What happens if I miss my delivery?

You get a second-attempt delivery. There will be no charge for a successful second-attempt delivery. However, if you miss a delivery for a second time, we reserve the right to cancel the order and/or deduct reasonable costs from your refund or credit to cover the costs of unnecessary handling, fuel, and environmental impact. It’s important for us to exercise discretion and provide good service while keeping in mind the environmental and the financial impact of and to our business. Please see our Terms and Conditions for details.

 

Recycling Services

Can you take away my old mattress and/or bed?

We offer an environmentally friendly recycling service on a like for like basis; frame for a frame and mattress for a mattress. Frame recycling is free if the frame is already disassembled and left at indoor ground level near the exit ahead the teams arrival. If the frame is not taken apart, and/or not moved down to ground level before the teams arrival we will levy a charge of up £96 for the unplanned time and work required. If you’d like our team to disassemble the old frame and remove it from the room of choice you can book the service at checkout for £48. We can recycle additional items for an extra £48 if booked in advance. We take the mattress recyling directly from the room of choice. Do not leave recycling for us outside as it may become soiled. We do not accept soiled items and drivers retain the right to refuse an item if it poses a risk.

Is there anything you can't recycle?

We do not accept soiled items and drivers retain the right to refuse any item if they deam that it poses a health risk. It is your responsibility to check the products comply with our terms. Also, products that are left outside and have been sprayed by foxes or cats or whatever, or are soaking wet, are likely to be rejected.

Do I need to prepare my old items for recycling?

Whilst we remove your unwanted bed frames free of charge, we require that you disassemble the frame and place the parts at the indoor ground level exit, nearest to the street.

If you wish for us to disassemble your item – and/or – remove it from your bedroom, there would be a charge of £48.

We will remove your mattresses from the bedroom/room of choice at no extra cost. Limitations apply if collecting a mattress from above the 4th floor. Do not leave items outside; we cannot take away wet beds or mattresses (or extremely soiled mattresses).

 

Help and Advice

We want different firmness levels in the mattress on our separate sides of the bed...

If you order a king size mattress or larger, you can have two different levels of firmness in your shared mattress. We achieve this by manufacturing the mattress in two separate halves which are joined by our Velcro Link system. (Far superior to the old-fashioned sipping link system) You only need choose the two tensions from one of our range of 4 pocket sprung types -the Organic 1200, the 2000, the 4000 , or, the 6000. 

Please Click here to read more about Velcro Link mattresses

Narrow staircase. Will my mattresses fit up the stairs?

Narrow staircase? You definitely don’t need to settle for a flimsy mattress in a box.

If you wish to order a king size or larger mattress and you have doubts about access, please give us a call on 020 3927 7777 and let us ease your mind. We will ask relevant questions and provide practical advice on how we can get the mattress to where it needs to be; often a simple access video can prevent any issues. 

Where access is severely affected (loft bedrooms, spiral stair cases, etc.), you may choose to have your king size mattress delivered as two single mattresses that are joined together by our Velcro Link system. This bespoke solution has many advantages and is superior to the traditional zip and link system. This may be particularly important for customers buying mattresses containing higher spring counts, as they are progressively thicker and heavier. 

A Velcro Link mattresses is easier to maintain in the long term by being easier to rotate and turnover where appropriate, and as a result can often last longer than their full-size cousins. They are also much lighter to move without specialist assistance if you relocate in the future.

Please Click here to read more about Velcro Link mattresses

How will I know when it's time to change my mattress?

The time to change a mattress is when it's no longer comfortable. Whether this is due to a change in your lifestyle; physiological changes in your body; medical conditions or injuries; hygiene and accidental damage; or if you can invest more into your sleep and want an upgrade. If you're asking this question, it is likely to be time to replace your mattress

How do I make my mattress last longer?

By investing in a better mattress and following the simple advice below, you will sleep better for longer, get more value from your mattress, and reduce your carbon footprint by saving the environment from unnecessary waste.

Invest in the best mattress you can buy at the time. You can’t spend what you don’t have, but a properly made double-sided mattress is something you should invest in, as it will significantly impact you day-to-day well-being.Always purchase a mattress protector (or two) to mitigate most of the accidental wear and tear and promote better hygiene. It’s great to have a spare for when you need to wash one, so you can instantly protect your mattress with the other.Consider a mattress topper. These are great at the beginning of the mattress life cycle as they mitigate a lot of wear and tear and any possible issues with uneven settlement of fillers inside the mattress itself as it is bedding in.Always adhere to the manufacturer’s mattress maintenance instructions and, if there isn’t any, use common sense. You can flip and rotate a double-sided mattress periodically to significantly extend its lifespan

Are Warren Evans products sustainable and do you recycle?

Recycling waste is very important, but it’s not a true solution to our planet’s environmental crisis – it’s more of a crutch. Equally, substituting plastics with biodegradable plant-based materials is not sustainable as it diverts from food production and, with our massively growing world population, you don’t want to make a decision between a disposable paper cup and dinner.

Building good products that last and then reusing them is currently our simplest and best way forward. As an ethical manufacturer, we founded our business on this philosophy and continually work with our suppliers and distribution network to ensure we all exercise our corporate and social responsibility. For example, our supplier of Egyptian cotton fabric is extremely environmentally friendly in their production process.

We build mattresses that last longer and use efficient planning to avoid waste. Mattresses that come back as part of the trial and are in good condition can also be donated to those in need to help give back to the community.

Our delivery routes are planned very carefully by our delivery partner and built to ensure as little energy loss and pollution as possible.

Goods are all made here in the UK and most of our fillers are supplied locally, which means they are produced to the highest ethical standards.

We use recycled products wherever possible within the mattress (i.e. the steel spring units), polyester pad in our entry level mattresses, and we reuse any recycling plastic and packaging that comes our way. As a last resort, we recycle what’s left using responsible service providers.

Overheating at night?

If you can get your hands on a mattress using organic wool fillers, it will greatly improve your sleep. Wool is a fantastic material for regulating body temperature, keeping you cool when you perspire and warm when you aren't perspiring. If changing your mattress is not an option, make sure you are using a wool topper and cotton sheets. Also look into the tog count on your duvet. Use a lighter summer duvet if you get too hot and switch with seasons as needed.

Aside from using appropriate breathable materials for your bedding, try not to eat for a couple hours before going to sleep, make sure you hydrate more during the day, open the window or consider using a fan.