If you bought your mattress directly from simbasleep.com, you can find information below about returns, the 200-Night Trial and making a guarantee claim. If you bought your Simba mattress from an authorised retailer, please contact that retailer in the first instance for any return or guarantee claim.
It can take up to a month to get used to a new mattress, which is why we give you 200-Night Trial to sleep on it. If you’ve only ever slept on a mattress that’s just foam or simply springs - or perhaps your old mattress has simply seen better days - a brand new Simba mattress might feel softer or firmer than you’re used to (it’s actually medium-firm overall, which independent research shows is ideal for most of us). So we do recommend spending some time getting to know your Simba mattress.
We want you to rest easy, though. If you’ve given it a good try and you decide your Simba product just isn’t right for you, it’s easy to organise a free return or collection.
For products bought directly from simbasleep.com, to request a return of your Simba Hybrid® Mattress within its 200-Night Trial period, or to request a guarantee claim or standard return for another product, submit a request via this form. Our team will be in touch within two business days with the next steps.
For products bought from an authorised retailer, including a mattress that you have registered with Simba, contact the retailer you bought it from in the first instance. Registering a product does not affect your statutory rights or change who handles your return or guarantee claim.
As part of the returns process we do ask for some images to be submitted within the form. These help us check to make sure the product is as it should have been for you - incase of any less obvious problems, we can offer a solution that might help get you back into a good nights rest. Images also help us better direct the product back on its return journey to ensure we meet our sustainability goals.
Mattresses bought directly from simbasleep.com have a 10-year guarantee. Qualifying mattresses bought from an authorised retailer have a five-year guarantee, which can be extended to a total of 10 years by registering your product with Simba. Read more about our mattress guarantee here.
Your mattress from above without bedding.
Your mattress from both long sides without bedding.
Your bed base demonstrating the measurement between the slats.
If you’re requesting a return due to an issue, a picture showing this as clearly as possible.
Whether you’re within your trial period or outside, requesting a return of your mattress is easy. Use our ready to go returns form further below to look up your order using your order number and email address. After submitting your request, someone in our Customer Care Team will come back to you within the following 48rs.
In some circumstances we do ask for image. The form can be completed on your mobile device so feel free to add these using your camera as you go, these just help us check to make sure the product is as it should have been for you - incase of any less obvious problems, we can offer a solution that might get you back into a good nights rest. Images also help us better direct the product on its journey back to ensure we meet our sustainability goals.
All items that aren't mattresses have a standard 30 day return policy. We'll need the items back securely wrapped with the original packaging.
In the same way as any other Simba product return, simply complete the returns form further below - make sure you use the same email address you used when ordering.
A common misconception within the mattress industry is that a dip in a mattress is a defect. In fact, depending on the size of the dip, this is quite often natural settlement of the mattress layers, and their moulding to your regular sleeping position. Consider the gradual compression of a sofa or the stretch of the leather in new shoes. The feeling of a 'ridge in the middle' could be considered the same thing with 2 sleepers in a particularly wide mattress, settlement present across each sleeping position.
Our mattresses, and any other for that matter, will take some time to get used to your body shape and the way you sleep, this is also why we offer a 200-night trial to make sure you get the best sleep experience before deciding on whether the mattress is right for you.
Normal settlement and compression of the mattress layers can be reduced with regular rotation of the mattress.
Of course, sometimes defects can happen. We take great pride in the quality of our products and we like to think they're rare across the many many happy Simba Sleepers out there.
Please use the table below to review whether your mattress is suffering from excessive settlement of the layers which might indicate an issue or defect with the product. If outside of these tolerance levels, please complete the Returns and Replacements request form further below and our customer service team will be back in touch within 48hrs on next steps put you back in good snoozing.
Once your Simba has been collected, our courier will give us the heads up and we'll process your refund excluding any delivery fees paid within the original purchase. The money will be returned through your payment method, within 7 days of the collection date. We cannot issue refund cheques, and if there are any problems with the refund (eg if your card has expired), we'll get in touch to arrange a bank transfer.
If you've signed up for financing, we'll cancel the agreement for you, but please don't cancel the direct debit until you've received notification that the cancellation is complete. Any instalments that you paid up until that point will be refunded within 14 business days. We don't charge anything for returns, but please note you won't be refunded any delivery charges from your original order.
All returns are free of charge. However, any delivery charges paid as part of the original purchase will be excluded from the refunded amount.
Once the item is on its way back to us, we’ll process your refund and cancel the financing agreement if you chose the 0% instalment option.
When you buy a bundle, your order will include a breakdown of the reduced price for each item (compared to buying them individually). If you choose to single out a particular item for a return, we can only refund you at the reduced rate for this item and not the full price as if purchased separately. So if you're expecting a refund, please check this against your original order confirmation - not against the full price listed on the website at the time of your return.
As a reminder, the 200-Night Trial only applies to our mattresses.
After purchasing our Simba mattress, both me and my fiancé are now able to get a great night’s sleep in comfort and wake up with no back or neck pain. One of, if the not the best purchase we’ve made in a long time.
