Frequently Asked Questions

Delivery

Which courier do you use for mattress delivery?

We use BJS Home Delivery (BJS). They specialise in high-end mattress delivery services and have excellent credentials. Don't take our word for it, check out their trust pilot reviews and rating! https://uk.trustpilot.com/review/bjshomedelivery.com

Which courier do you use for protectors and toppers delivery?

We use Hermes do deliver smaller items to your door.

Do I pay for delivery?

Deliveries between Monday and Friday are completely free! We charge a small fee for our timed delivery service Monday through Friday and a Saturday delivery service.

Can I choose a specific delivery date?

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

Can I choose a specific delivery time?

Yes! We know that a day off work is valuable to you and sometimes you can't be in all day during the week. In most of our delivery areas you can select an AM, PM or evening option. Just check out our delivery section and search by your post code to find out all available options then confirm during checkout.

Can I change my delivery date?

Yes. You can change your delivery date with ease up to 48 hours before delivery. Sustainability is a key consideration at Warren Evans so we work closely with our delivery partner to plan efficiently around each and every customer to reduce our carbon footprint. Changes within 48 hours of delivery impact this careful planning process and lead to energy waste and unnecessary pollution.

When do I find out my timeslot?

Our delivery partner will send you an email and/or a text with a fixed 3-hour delivery timeslot between 4 and 7pm on the evening before your delivery.

Can I change my timeslot ?

No. Your 3-hour timeslot it is fixed and can't be changed. Same goes for the premium timed delivery. Please make sure you are flexible on the day of delivery or purchase a premium timed delivery during check out.

Our delivery partner plans your delivery slot based on your relative location, size of order and other deliveries on the same van. The software they employ optimizes fuel efficiency and time, in order to reduce energy waste and pollution. It is this optimization and efficiency of scale that allow us to offer your delivery for free without inflating the cost of your mattress. It is also a green and a sustainable practice.

Will the courier call me on the day of delivery?

Yes. We know have important communication is to ensure a successful delivery. Our delivery partners will call you on the day of your delivery between 30 to 60 minutes before delivery and discuss specific requirements that you might have. They use GPS to navigate as well as track their vans, so they are able to give reasonably accurate estimates of arrival when they are nearby, and you can view their progress via their tracking page (link available on all their communications with you).

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

Yes. We need a signature from a responsible adult over the age of 18 to complete the delivery. Our delivery partner will help you to inspect the products and make sure that you are happy with it and their service before they leave.

Do I need to keep any of the packaging?

Yes. Our delivery partners will unwrap your nominated Trial mattress and leave all packaging to be reused should you decide to return the mattress as part of our Trial. At Warren Evans sustainability is a core value. We first try to reuse materials and packaging, and only when that is not possible, we recycle them.

What happens if I missed my delivery?

You get a second-attempt delivery which can be moved anytime until 48 hours before 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 deduct reasonable costs from your refund 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 impact of our business. See our Terms for details.

40 Day Trial

How does the 40+40 sleep trial work?

Simply try one of mattresses 40 nights and if it isn't right for you contact us. We will then arrange for a refund or a replacement to suit your needs. Our priority is your comfort and convenience. That's quality. That's Warren Evans.

You can find full details by going to our delivery returns and mattress trial section.

Do I have to pay for the return?

Your return is priced the same way our deliveries are. The return is completely free Monday to Friday. Saturday, and timed weekday collections are subject to a small fee.

How long does it take to receive my refund if I return my mattress in the 40+40 Night Sleep Trial?

Refunds are processed automatically back to the same card you used to make your purchase. We initiate your refunds once the mattress has been collected and it takes between 5 to 10 business days for funds to appear on your statement.

Returns & Refunds

What should I do if there is a problem with my mattress on the day of delivery?

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 have a trained advisor ready and waiting to assist you when you need it.

Can I exchnage the mattress?

Absolutely! You can exchange your mattress under the 40+40 Night sleep trial. Simply contact us within 40 days of your delivery and we will work with you to understand what the best alternative is to improve your sleep. You can find full details by going to our delivery returns and mattress trial section.

What is the returns process?

Warren Evans is widely known for its simple, honest and transparent returns. Simply contact us within 40 days of your delivery to set up a convenient date for a collection. Our delivery partner will prepare the mattress for transport and take it away promptly. We are happy to work with you to make sure the collection date coincides with a replacement as best as possible to minimize the impact on you. Once we collect your mattress, we will issue a refund.

You can find full details by going to our delivery returns and mattress trial section.

Do I have to pay for the return?

Your return is priced the same way our deliveries are. The return is completely free Monday to Friday. Saturday collections and timed collections are subject to same fees as our delivery services.

How do I prepare my mattress for collection?

At Warren Evans we always think sustainability first, and for that reason we ask that you place the mattress back in the original packaging and seal it with a little tape ahead of the collection time. Our delivery partners will arrive promptly and take the mattress away. We ask that you take care of it during your trial because if it is not stained, soiled or damaged, the mattress can be donated to good causes. Otherwise, it has to be recycled.

Please kindly make sure that access do your bedroom is clear, so our delivery partners can quickly and safely get the mattress out.

Mattress removal and recycle

Can you take away my old mattress?

We do provide an environmental disposal service for unwanted mattresses. Please purchase this for £28 at check out and our courier will make sure the items they take away are responsibly recycled and only those materials that cannot be recycled go to landfill. Please ensure you purchase this at point of purchase, as it is not always possible to include it with your delivery later on.

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