FAQs

General

How long are our mattress and beds guaranteed?

All our mattresses and beds are rigorously tested under laboratory conditions to British Standards and carry a tiered 5-year guarantee. For full details of Silentnight mattress guarantee please view our guarantee terms

Where can I purchase spare parts?

Please email your name and address to our Customer Service department - enquiries@silentnight.co.uk and we will supply replacement fittings free of charge. Please include details of your order i.e divan type, size etc with your request.

Do i need to disassemble my bed when using the 'take-back' service?

Yes, it is important that you disassemble your old bed/product if it is being collected as part of our 'take-back' service, this will allow our 3rd party carrier to successfully take away your old bed/product when delivery of your new one arrives. Should you have any further question regarding the service, please contact us on 0800 242 5481

Delivery

What if my order arrives damaged?

In the unlikely event that your order arrives in an unsuitable condition, please contact us immediately and if the damage has been caused in transit we will arrange a replacement as quickly as possible.

Do you deliver products outside the United Kingdom?

No, our delivery service is limited to the UK including Northern Ireland.

Returns

What should I expect from my new mattress?

Chances are that the springs and upholstery in your current mattress are not what they used to be, so your new mattress may seem a little strange at first. Please allow time for your body to adjust and the mattress to settle and you will be sure to receive a great night’s sleep.

How should I care for my new mattress?

In order to ensure that you receive the very best support, comfort and life from your new Silentnight mattress, it is essential that you follow the care instructions, these can be found in the leaflet included with any purchase.

What happens if the product I ordered is not what I expected?

If, for whatever reason, you are unhappy with your purchase, please contact us within 14 days of receipt. Provided you have not slept on the product and after we have received the product back, we will then refund you in full, alternatively we can also offer you store credit to the value of the item.

Product

Can I purchase a new mattress to use on an existing base?

As long as your base is in good condition then it should be suitable for use with a new Silentnight mattresses. However, we do recommend that if you are replacing your mattress because of its age then you should also consider replacing the base at the same time.

Can my mattress be used on slatted bed frames?

All our mattresses are suitable for bed frames. Our recommendations are as follows

Wood Slats

  • Slats should be smooth, preferably with chamfered edges to prevent cut through to the mattress underside
  • Maximum space between the slats should be no more than 8cm
  • Minimum width of slats should be approx. 70mm (7cm)
  • The entire length of the mattress should be supported by slats, i.e.. slat ladder length should be same as length of mattress.
  • Slats should be secured to bedstead correctly to prevent movement of slats
  • Metal bedsteads with tubular steel bars instead of slats.

    Not recommended as these do not offer uniform support and can cut into upholstery causing ridges in sleep surface.

    What is the difference between a Miracoil® Spring System Mattress and a Pocket Spring Mattress?

    Silentnight offers two different spring systems; Miracoil® and Mirapocket®.

    The Miracoil® Spring System is a continuous coil of wire which is the equivalent to twice as many springs as a conventional bonnell spring system. The springs run head to toe ensuring body weight is distributed up and down the mattress, giving you and your partner the support you need despite differences in size or weight.

    Pocket Sprung mattresses feature rows of individual pocketed lightweight springs that move independently and mould to the shape of your body. Silentnight has an innovative range of pocket sprung mattress called Mirapocket®

    How do we measure mattress depth?

    A flat bar is placed across two diagonally opposite corners of a mattress whilst the mattress is placed on a level floor. The distance between the bar & floor is measured at the two corners & the average height is expressed. A common incorrect way to calculate this is to measure between the tape edging which is always going to be less. This is because the total mattress height is greater in the sleeping area compared to the taped perimeter area.

    Usually, the reason for any discrepancy between our stated measurement and another measurement is due to the incorrect measuring method above – please also note there is a standard tolerance of +/- 2 cm for mattress depth which ties to a British Standard describing how to measure the height of a mattress which we use to measure all our mattresses; BS EN 1334:1996 Domestic Furniture - Beds & mattresses, methods of measurement and recommended tolerances.

    Silentnight Group Limited. Registered in England 7525259 Vat Registration No GB 108 2580 29 Registered Office: Silentnight Group Limited, Long Ing Business Park, Long Ing Lane, Barnoldswick, Lancashire BB18 6BJ

    Delivery Times & Rates

    Our standard 2 Man Delivery Service (Mattresses & Divans)

    • Free UK delivery* to your room of choice throughout England, Scotland and Wales.
    • We provide a free professional two man delivery service that will deliver your purchases to your room of choice.
    • This service includes the set up of your bed or mattress in your chosen room, plus the removal and takeaway of the packaging.
    • We deliver most items Monday to Friday, 9am - 6pm.
    • On average products are delivered within 7 - 14 days.
    • *Some restrictions apply, please visit our delivery information for more detail.

    Next Day Delivery Service (Mattresses/Bedframes)

    • Free Next Day Delivery, via a courier, to the door only.
    • A card will be left, with a contact number to call for re-delivery, if there is no one in.
    • Delivery will be between 8am - 7pm
    • If ordered with another item, the Next Day Delivery will be delivered first, usual delivery terms apply for additional items (this may incur 2 deliveries)

    Comfort Guarantee

    We're so confident that our beds and mattresses will provide you with a great night's sleep that we offer the security of the very best in terms of comfort guarantee.

    • At Silentnight we want to be sure that you are satisfied with the comfort of your new bed or mattress which is why we offer a total peace of mind 60 night comfort guarantee. If for any reason you are not totally satisfied we will exchange your purchased bed or mattress for an alternative Silentnight bed or mattress of your choice.
    • We do however ask that you try your new bed for at least four weeks for your body to adjust to your new bed or mattress.
    • For full terms and conditions, please click here.
    Superbrands The Sleep Council nbf approved

    Total Quality Assurance

    Before it gets to you your bed has been through a lot

    • All our mattresses, upholstered bases and headboards are made in the UK
    • All of our product meet European standards and exceed British standards
    • All our Upholstered beds and mattresses ordered through Shop.Silentnight are made to order
    • This means they are not stored for prolonged periods of time and are shipped to you direct from our factory.

    Testing

    • Accredited onsite laboratory to bring the best products to you
    • Every Silentnight mattress type is tested to ensure it exceeds all British standards
    • Silentnight products are fully certified by the Forest Stewardship Council®(FSC®) FSC-C104461
    • We are full members of the Furniture Industry Sustainability Program.
    Superbrands The Sleep Council nbf approved