Returns & Guarantee
Our Consumer Returns Policy
We are sure you will love your Soak&Sleep products, but we also know that once in a while, things might not work out quite as you expected.
That's why we offer a generous 365-day returns policy. So, unless your product is faulty, we simply ask that your purchase is returned unused, unwashed, and in its original packaging. Please note, it is also important that you protect the item in suitable shipping packaging to ensure it is fit for re-sale upon its return.
Once returned to us, if an item does show signs of use, washing, is without its packaging or has been returned through the carrier network in its retail packaging, unfortunately, we will be unable to process a refund due to hygiene reasons. If this is the case, a member of our team will reach out to inform you of this and arrange for the item(s) to be returned to you - this will be at your cost.
If there is an issue with the item you have received, please get in contact with our Customer Services team before returning the item. We will be happy to help resolve any issues.
Complete the returns section on the front of the dispatch note you received inside your parcel.
If the dispatch note has been misplaced, please enclose a note inside the returning parcel which includes your name, address, phone number, order number, and reason for the return.
Wrap up the item(s) you want to return securely in suitable shipping packaging, and make sure you include your completed dispatch note inside the parcel. This helps us process your return much more quickly.
Please use our new free DPD returns service by clicking the link below and following the instructions provided to return your parcel to us.
Please note this is available for UK Mainland addresses only.
https://our-returns.dpd.co.uk/SOAK_AND_SLEEP
*Please note; We are currently experiencing a processing delay with our returns that were sent via Yodel. If you have sent your return via Yodel, please allow extra time for your return to be processed. We apologise for any inconvenience this may cause.
Once we have received your return, we will process it within 14 working days. You will receive an email confirmation once your refund has been processed.
If you have any questions about the returns process, please don't hesitate to get in touch with our Customer Services team at info@soakandsleep.com or call us on 0333 011 4200.
Need to return an oversized item?
If your parcel is too large to send by DPD then get in touch with us at info@soakandsleep.com and we'll help you find a way to get your return back to us.
Refunds and exchanges for products sold on promotion
If you have used a promotional code as part of your order, refunds will be adjusted accordingly to deduct any promotional discount.
Returning a bed set or bundle
All of our bundle deals and sets include a discount to reward our customers for buying in bulk. If you wish to return a product you purchased as part of a bundle, pair or set, you must return all of the items that were included to be eligible for a refund. We cannot offer a refund on singular items that are returned individually when bought as part of a bundle, pair or set.
Fancy something different instead?
If you want to return a non-faulty item for a replacement, simply return your product and request a refund. You can then order your new item. Once we have processed your refund, you can use the funds to purchase your new item.
What if I have a faulty item?
If you believe your product is faulty, please get in touch with our Customer Services team before returning the item. We may be able to resolve the issue without the need for a return. If we do need to arrange a return, we will provide you with a prepaid returns label.
What if I have changed my mind about my purchase?
If you have changed your mind about your purchase, you can return your item within 365 days of purchase, as long as it is unused, unwashed and in its original packaging.
We want you to be delighted with your new Soak&Sleep mattress, and we're so confident that we offer a 100 night trial with all new mattress purchases!
All we ask is that you sleep on your new mattress for a minimum of 30 days. If, after this time, or up to 100 nights, you decide it's not the right one for you, you can return it with our free returns service.
Your mattress may have a "new" smell because it's been wrapped up in plastic packaging for a while. Don't be put off, just air your mattress for a couple of days and the smell will disappear.
Important: You must use a mattress protector as part of this trial. If you don't have one, why not use our bestselling Luxury Cotton Protector? If you have not used a mattress protector or if the mattress is marked, misused or dirty we will not be able to accept the return.
Once we have received your return, we will process it within 14 working days. You will receive an email confirmation once your refund has been processed.
If you have any questions about our 100 night trial, please don't hesitate to get in touch with our Customer Services team at info@soakandsleep.com or call us on 0333 011 4200.
For Wholesale and Business order returns, we ask that you contact us within 14 days of receipt to arrange your return. Products must be unused, unwashed and in their original packaging, unless they are faulty.
If there are missing items in your order, we must be notified within 7 working days after receipt of your delivery.
If your order was a palletised delivery or was over £500, there will be a collection and re-stock charge deducted from your refund amount.
Bespoke or made-to-order products cannot be returned unless they are faulty.
If you believe your product is faulty, do get in touch with our friendly sales advisors who will arrange a collection for inspection.
We're pretty sure you will love your Soak&Sleep products, but it's good to know you can rest easy with our generous product guarantees for all products, in all departments.
Our ranges are built to last, using the finest fillings and materials sourced from around the world. With the correct care and maintenance, you can enjoy your products for years to come.
In the unlikely event that there is something wrong with your purchase, we offer guarantees of:
- Up to 15 years on duvets
- Up to 5 years on pillows
- Up to 2 years on bed linen
- Up to 1 year on towels
- Up to 2 years on protectors
- Up to 5 years on mattress toppers
- Up to 5 years on mattresses*
*With the exception of our Classic 1000 Pocket Spring Mattress which has a 1-year guarantee.
All other products have a 365-day guarantee.
Want to know more about Soak&Sleep product guarantees? Then head on over to the individual product pages or contact info@soakandsleep.com.
Small Print
Our product guarantees cover manufacturing defaults only. Our guarantee does not cover products damaged through general wear and tear, misuse or accidental damage. It's also important that you take appropriate care of the product as your guarantee will be invalidated if you haven't followed the care instructions. Clear care instructions can be found on both the product page on our website or on the care label of the product.
Give our Sleep Experts a call for more information on whether your product is faulty and within its guarantee period. We will happily arrange a replacement with an equivalent product from our current range.
Our guarantee does not cover any product that has been used for commercial purposes. Please contact our Wholesale department for more information: wholesale@soakandsleep.com.
What should I do if I believe my product is faulty and within its guarantee?
Something's not right? Our Bedding Experts will be happy to help. The more information you can provide us about the problem, the quicker we can resolve it. Emailing us is best to discuss a fault, our Bedding Experts will be happy to continue the conversation over the phone once we have all the relevant details.
To help us resolve faulty product claims as quickly as possible, please email info@soakandsleep.com with the following:
- A description of the fault
- Some clear photos of the fault
- An image of each of the sewn-in labels on the item
Our Bedding Experts may also ask you some other questions more specific to the item. If we can't determine the problem clearly enough from the details you have provided, we'll arrange to collect the item so we can see the problem up close.
If the item is faulty and within its guarantee, we'll happily replace it for you. If a like-for-like replacement isn't available, we will offer you the closest next item.