Simba Support

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Top FAQs

  • What's the difference between your mattresses, how do I choose?

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    No matter which of our Hybrid® Mattresses you choose, you'll always experience gravity-defying cooling comfort with our patented titanium Aerocoil® spring-comfort layer. The difference lies in the layers and the number of springs in each.

    The Hybrid has five layers and up to 2,500 springs, the Pro has seven layers and up to 5,000 springs, and then our NEW Luxe model has up to 6,000 including both our patented titanium Aerocoil® springs as well as 40mm carbon springs for unbeatable support and airflow. 

    As you move up the range, across the additional layers you'll find enhanced innovation and engineering to support the Simba Sleep experience. Those added springs and layers mean even more responsive support, even better heat regulation and ultimately an even more comfy night's sleep. Meaning there's now a Simba for a wider range of needs and budgets.

    You can find more information comparing the range in the following link here.

    For more help, please reach out to our in-house Sleep Experts via Live Chat.

  • Do I still qualify for the 200 night trial if I paid using financing?

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    Yes, absolutely. If you were to decide not to keep your mattress we'd refund any instalments paid and cancel the agreement for you.

  • I want to return my order how do I request this?

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    We're sorry to hear it didn't work out. 

    Our returns process is pretty easy but there's just a few reminders when requesting a return:

    • It's just our mattresses that have a 200 night trial so we do suggest that you give your Simba at least 30 nights to ‘bed in’ – any new mattress can feel a bit different at first.
    • All other items have a 14 day returns period, this means things like pillows and duvets must be in an unused condition and repackaged prior to the return - they will be inspected once they've arrived safe and sound back at our warehouse before we process the refund.
    • The return must be requested by the account holder who placed the original order with us.
    • If you've ordered via Amazon, eBay, John Lewis or any of our retailers you will need to contact them directly to request a return. We can't process these directly ourselves.

    If you tick all the boxes above then you're ready to go, simply head over to our returns page here to get the process going.

    Please note our returns are free but any applicable delivery charges at the time of ordering will not be refunded. Once the item is scanned back into our warehouse, we’ll process your refund and cancel the financing agreement if you chose the 0% installment option - please allow up to 14 business days for any refunds to be processed.

     

  • When will my mattress removal service be completed?

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    We offer an additional paid service with mattress orders to have your existing mattress taken away and recycled for you.

    This service will be completed by a separate courier who will contact you within 48hrs after your mattress delivery has been completed.  Once in touch, they will coordinate a convenient time for the collection no later than 10 days following your original mattress delivery. 

    We recycle or re-process anything that's returned to us - from boxes to springs. Foam is used in carpet underlay and metal is repurposed. All this so you can sleep easier knowing we're doing our bit for you! 

     

  • Can I arrange contactless delivery?

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    Yes. We’ve been gathering as much information as possible about the impact of the Coronavirus (Covid-19). We have taken advice from trusted sources, working out how we best protect our customers, our communities and our colleagues.

    Some of the steps we have taken so far:

    • Delivery times are not impacted.
    • You will not be asked to sign for the delivery and instead we're taking photographs.
    • Customers who are self isolating will receive doorstep delivery, you will be contacted before delivery.
    • You can request doorstep delivery even if you are not self isolating. If you wish to defer your delivery this can also be arranged.

    Finally, we’re in constant contact with all relevant authorities to make sure that we continue to do everything we can. If you have any concerns please contact our customer service team.

  • When will my order arrive?

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    For orders containing a mattress you'll receive your allocated 4-hour delivery window via SMS the morning of your chosen delivery date. If you have paid for a chosen time-slot as a paid additional delivery service, your allocated window will match your original request.

    On your delivery day, you'll have access to live tracking to see where the driver is on route and the number of deliveries ahead of you. The delivery window will narrow on the day and the drivers will also give you a call when they're getting close to you.

    If you've ordered accessories only, you'll be allocated a one hour window on the day of delivery and again have access to tracking features as well as plenty of in-flight options via the courier who will be in touch on both email and SMS prior to your delivery. 

    We might occasionally use alternative couriers or local delivery services. If we need to do so for your order then we’ll let you know when we confirm despatch.

  • Do you offer a discount for NHS staff?

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    Yes we do, and we're able to extend our exclusive offer even further to Blue Light Card members also which includes a number of other sectors.    

    Head over to either Health Service Discounts or Blue Light Card using the links below, follow the registration steps if you're not already a member and search for 'Simba Sleep'.

    Health Service Discounts - https://healthservicediscounts.com/

    Blue Light Card - https://www.bluelightcard.co.uk/

    Access to the exclusive discount will require some form of identification either through the sites own registration process, or via our online process. But don't worry, it's not too strenuous and we're on hand to help if you struggle.

     

    Please note that this discount can not be used in conjunction with any other offer.

     

  • How do I contact you?

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    Our team of Sleep Experts are on hand across on our live chat channel and via email across the following hours:

    • Monday to Friday 9am - 5:00pm
    • Saturday 9am - 1pm

    To send us an email, please click here and to keep a record of your orders we recommend creating an account. You can register using the link here.

    Should you require a call-back, please simply request this within your email and we'll get back to you as soon as possible.

    At peak times we can sometimes take up to 1 working day to reply to emails.

Answers on all topics

Need more help?

Our Customer Experience Team operate across the following hours.

Channel availability differs across weekends.

Monday to Friday 9am - 5pm
Saturday 9am - 1pm