Simba Support

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Top FAQs

  • Do I turn my mattress over regularly?

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    Think of it as the 'no flipping way'. You don't have to turn it (phew), but rotating your mattress regularly is one of the very few conditions of your ten year warranty. Take it for a 180 degree spin on the base once a month for the first 3 months, then every 3-6 months for the rest of its life.

  • Do I still qualify for the 100 night trial if I paid using financing?

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    Absolutely! We’re pleased to say that Simba 100 night trial period automatically applies to all mattresses and payment options.

  • How does the 100 night trial work?

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    The 100 night trial applies to all our Simba mattresses (excluding the Hybrid Topper) and simply put, means you can return it for whatever reason within 100 days from delivery. We want you to experience the perfect nights sleep so you don't need to keep the mattress wrapped in the plastic cover or anything like that - just use like you normally would.

    To request a return, please take a look at our returns article here. Once the return is sorted we'll send a courier over to remove the mattress from your home and recycle or donate it as appropriate.

    You'll be refunded the full value of your mattress or, if you paid using instalments, any payments made until that time (plus the agreement is cancelled for you). Returns are free, but any premium delivery charges will not be refunded. If you've taken advantage of one of our promotions please take a look at the T&Cs as this may impact your refund.

  • Can you take away my old mattress?

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    If you want us to, we sure can! Just select our 2-person delivery with mattress removal option at checkout for £40. Providing the mattress is in a reasonable condition we'll pick it up at the same time as delivery of your brand new mattress - how handy is that?!

    If this delivery option doesn't appear for you at checkout it means that unfortunately, this service is unavailable for your area. Currently, there are a couple of outlying areas including Northern Ireland, so for more information on your available delivery options please contact our Sleep Experts via LiveChat or send us an email.

    Please note that by default we will only collect one mattress per order, so if you've ordered multiple mattresses from us you'll need to let us know if you need more than one collected. We cannot add on collection of any additional items such as bed frames.

  • How do I contact you?

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    Our Chatbot 'Luna' is now available 24/7, primed with lots of help and support via the LiveChat button. Our team of Sleep Experts are also available through the same channel to help with any trickier questions across the operating hours below:

    Thursday 9am-5:30pm (we're available on live chat until 8pm)
    Friday & Saturday 9am-5pm

    To send us an email, please click here

  • Where do I apply my discount code?

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    The code can be applied at any stage of checkout before completing your purchase, look to the right of the page where it breaks down your cart and you'll find the box to enter in your discount code. 

    You only need to have the mattress to your cart and the other items will automatically add once you've applied the code. 

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