Frequently Asked Questions

FAQ


Payment information

Do you do finance?

We offer flexible finance, with interest free credit available.

Our interest free finance packages from Barclays Partner Finance can allow you to spread payments over 3-36 months to suit your needs.

Finance is available on orders over £250, up to a maximum value of £1500.

For orders over £750 and above Barclays Partner Finance can offer Interest Free Finance over a period of 24 months and for larger orders over £1250 Barclays Partner Finance can offer Interest Free Finance over a period of 36 months.
Simply select finance as the payment option as you checkout your order.


Product information

What are your mattress sizes?

Our UK mattress sizes are as follows:

  • Cot: 1'8" x 3'9" (60cm x 120cm)
  • Single: 3' x 6'3" (90cm x 190cm)
  • Small double: 4' x 6'3" (120cm x 190cm)
  • Double: 4'6" x 6'3" (135cm x 190cm)
  • King: 5' x 6'6" (150cm x 200cm)
  • Super king: 6' x 6'6" (180cm x 200cm)

How often should I turn my bed?

Unless you have purchased a 'No Turn' mattress we recommend that during the first six months of use, your mattress should be turned every two weeks and then monthly thereafter.

You should alternate between turning the mattress over and rotating it from top-to-tail to ensure even settlement. If your mattress has handles, use these to position it on the divan base.

Do not allow the mattress to bang or fall against the side of the divan, as this may damage the spring system.

Although our 'No Turn' mattresses will never need to be turned over, we recommend that you rotate the mattress from top-to-tail regularly, following the instructions above, so that the mattress wears evenly.

How do I clean my mattress and/or base?

No mattress is completely colourfast. We, therefore, recommend that you use a mattress cover, which will protect it from coming into contact with body moisture or other liquids.

Do not use detergents or chemical cleaners on your mattress as this is likely to damage the fabric and stitching.


Delivery information

How long does it take to deliver a Silentnight mattress and/or bed?

All beds and mattresses are made to order and we aim to deliver within 14 days of receiving your order.

However, our mattress in a box ranges - including Studio* and Mattress Now - are available with next working day delivery.

*Studio Super king (6') doesn't come rolled and is also not available on next day delivery.

Bedframes will be delivered seperately

Do you deliver outside of the UK?

We only manufacture and deliver within the UK.

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.


Returns information

My bed or mattress is faulty. What should I do?

If you’ve received a faulty product, then contact our customer service team on 0333 123 0892 within 14 days.

How do I return a bed or mattress?

We accept returns in the following situations:

  • You've received the wrong product and contacted us within 14 days
  • You've received a faulty product and contacted us within 14 days

To return your product, you need to follow these steps:

  • Call our customer service team on: 0333 123 0892 to let us know you want to return your mattress.
  • You'll then be contacted by Panther, our carrier, to arrange a pick-up and 2 hour time slot the night before collection
  • When we've received the mattress, we'll process your refund

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.

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. 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.


Warranty information

How long are your mattresses and beds guaranteed for?

All our mattresses and beds carry a tiered 5-year guarantee. For full details of Silentnight mattress guarantee please view our guarantee terms.

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 product guarantee. Consequently, if you have purchased a mattress or divan set (a matching base and mattress), in the unlikely event that a problem should arise due to either faulty material or poor workmanship, during the first year from the date of purchase we promise to repair or replace (at our discretion) any part, or all of the product that is defective, completely free of charge. During the second year, replacements will be free of charge but will attract a contribution to the transport costs. In subsequent years, a sliding scale of charges based on usage plus transport costs comes into effect as follows:

  • 2 to 3 years - 40% of current retail price
  • 3 to 4 years - 60% of current retail price
  • 4 to 5 years - 80% of current retail price

Any claim must be made no later than 5 years from the date of purchase. This guarantee applies to goods purchased directly from our Silentnight Shop and, in all instances, applies to product only where it has been used and maintained in accordance with the manufacturer's guidelines and instructions.

Please ensure that you read and comply with the Warranty Conditions (below) and Care Instructions (leaflet included with any purchase). This guarantee does not affect your statutory rights.

What invalidates the warranty?

Under the law, the Contract of Sale exists between the retailer/store and the consumer. Consequently, if you have cause to complain, please contact us giving proof of purchase and outlining the nature of your complaint. If the below warranty conditions have been satisfied, we will progress your claim

The mattress must be turned regularly, as per the Care Instructions, thereby minimising the settlement of the cushioning layers. The exception is a 'No Turn' mattress, which will usually be specified on the mattress label. If your mattress is 'No Turn' you should use the sleeping surface only. (the side with the mattress label)

We are unable to accept items that are soiled or unhygienic. Therefore, please ensure that you use a mattress protector/ cover from the first day of use.

The guarantee is void if a fault results from misuse of the product.

Examples of misuse would include (but are not limited to):

  • Use without bed linen.
  • Subjecting the product to excessive wear and tear e.g. jumping up and down on the bed.
  • If your mattress is 'No Turn' you should use the sleeping surface only. (the side with the mattress label)
  • Using a mattress on an old or unsuitable base, or a base for which it was not designed Rolling or bending the mattress
  • Overloading the drawers in the base; overloading can cause distortion or damage to drawers and may also cause them to jam. Therefore, mini drawers should not be loaded in excess of 7kg, standard drawers 15kg.
  • Wherever possible, replacement product will be like for like. However, in the event a particular material or style is no longer available, we reserve the right to substitute appropriately as per our current range.

Manufacturing information

Are all Silentnight beds made in the UK?

All of our mattresses, upholstered bases and headboards are made in the UK and tested to British and European standards.


We are also fully certified by the Forest Stewardship Council. Each bed and mattress is put through rigorous testing to ensure we exceed British standards. We are so confident in the quality of our products we offer a peace of mind guarantee on all our beds and mattresses.


Safety information

What safety tests do you perform your products?

As home to the UK’s most trusted bed brand, we believe passionately in producing safe and quality products. All of our mattresses are regularly and rigorously tested for durability, pressure and temperature control in our state-of-the-art testing lab. One only seven SATRA accredited labs in the UK. Our testing team also carry-out a range of comprehensive safety tests to ensure we meet the highest UK targets, including important flammability tests for your peace of mind.

Are your beds flammability tested?

UK law requires manufacturers to ensure that foam used in their products undergoes a fire-retardant treatment in order to comply with life-saving safety regulations. The Silentnight Group introduced our own in-house testing laboratory back in 1980 and to this day, to the best of our knowledge, we remain the only UK Bed Manufacturer to operate our own facilities.


Our laboratory carries out detailed tests across all of our products to ensure our customers purchase products which are not only of outstanding quality and great value, but are totally safe in their homes.


Where to buy

Do you have stockists in Ireland?

Silentnight only manufacture and deliver within the UK*.

*We also deliver to Northern Ireland (BT postcodes) and there are retailers in both Northern Ireland & Eire

Do you sell through other retailers?

Yes, we sell through a selection of national retailers such as Argos, Carpetright, John Lewis and more. Visit our stockist page here.

Free UK Delivery

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)

60 night comfort trial

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.

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