We want people to improve their sleep. That’s why we make sure our customer journey is eze. Our FAQs page will have the answers to your questions regarding our products, orders, services and finance. If you cannot find an answer to your query, you can start a live chat with our eze team.
How much is delivery and how long does it take?
Do I need to be home for my delivery?
Yes, you or somebody authorised on your behalf needs to be home to accept delivery and a signature will be required for proof of delivery. If our courier fails to deliver and has to take your order back to the warehouse, you will be charged a delivery fee the second time. This will be between £40-£100 depending on your postcode.
Can I cancel my order with eze™?
You can cancel your order up to 14 days after receiving your order. Please contact firstname.lastname@example.org to cancel.
Can I return my eze order?
You can return your order up to 14 days after placing your order. Your order needs to be in the packaging it arrived in, in order to qualify for a return. We do not except returns if your mattres has been unpacked and rolled out. Please contact email@example.com to start your return.
Will I receive a refund if I want to return?
You will receive a full refund of the purchase price up to 14 days after we have received, inspected and accepted your return.
What happens if my goods are damaged or faulty?
In the unlikely event that you receive faulty or damaged goods, please contact us and we will arrange for the faulty or damaged goods to be collected and replaced.
Payments & Finance
How will I pay for my order?
You can pay with Credit or Debit card. We offer a free finance eligibility check with DivideBuy 0% Interest Free Credit. We also accept express checkout options including PayPal, Klarna, Shop Pay, Amazon Pay and Google Pay
How do I order on Interest Free Credit?
10% Deposit Interest Free Credit is available on orders of £300 or more, placed on our website and you can spread the payments over either 6 or 12 months.
Select Apply for finance during check out, enter your details and hit proceed to checkout.
On the order complete page, scroll down and enter your loan term, then scroll further down the page and hit the Apply online now button to complete your finance application.
Who is eligible to apply for finance?
The applicant will need to be:
18 years or over
In regular employment (min. 16 hours per week) including self-employment or in a permanent residence with spouse/partner who’s in regular employment, retired (receiving a pension), in receipt of a disability benefit or self-employed.
Resident in the UK for at least three years and will continue to be resident in the UK.
Have a debit or credit card in your name and registered in your name (you’ll need this to match the address used to complete the identity verification).
Have a Bank or Building Society current account available, (you’ll need this to complete the direct debit instruction).
Can you take my old mattress away?
Do I need to flip my eze™ mattress?
PLEASE DO NOT FLIP YOUR MATTRESS.
We do not recommend flipping your mattress, this is because we have designed our eze™ hybrid mattresses so that you sleep with the temperature-regulating and/or foam layer on top. We did this to maximise your comfort, disperse more heat and extend the product’s lifespan.
We recommend turning the mattress head to toe once every 3-4 months to keep it in great condition for longer.
Do you offer exchanges?
We do offer exchanges if you have selected the wrong size, but not because you don't like the comfort level. Please read our mattress specifications on each size before you purchase.
What sizes mattresses do eze™ stock?
Single (W90 X 1L90 cm)
Small Double (W120 X L190 cm)
Double (W135 X L190 cm)
King Size (W150 X L200 cm)
Super King Size (W180 X L200 cm)
How long does it take for my eze™ mattress to expand?
Unroll your new mattress out with "eze" and watch it fully expand in 2-6 hours. In some cases, it is not entirely uncommon for the mattress to not inflate to its full size immediately due to our packaging. Although this is rare, sometimes it can take up to 48 hours to inflate fully.
Are eze™ hybrid mattresses fire retardant?
Our antislip base is durable and fire retardant.
What does the 10 year warranty cover?
The warranty covers the following faults:
- Spring System failure
- Border stitching falling apart
- Indentation depth of more than 2.5cm ( depending on if the mattress has been laid on an unsuitable base or bed frame).
- Shallow “settlement” is a natural occurrence with any mattress and shouldn’t be considered as a fault.
- Transit damage reported at the time of delivery
What doesn’t the 10 year warranty cover?
The warranty doesn’t cover the following :
- Normal wear and tear
- Faults/defects caused by physical abuse or damage , including stains, mould or smells.
- The warranty is not transferable and only relates to the original purchaser and delivery address.
- Comfort preference
- Please retain a copy of your order confirmation/invoice as proof of purchase as you’ll need these to make a claim.
When does the warranty commence?
The warranty commences from the date of delivery of the mattress and ends 10 years from that date.