Simba Support

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Top FAQs

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

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  With two different mattress ranges, Hybrid & Earth, there is a Simba to suit all needs and budgets. No matter which mattress you choose, you'll always experience ground-breaking sleep technology with our patented titanium alloy Aerocoil® spring-comfort layer. The difference lies in the layers and the number of springs in each.

  As you move up our Hybrid range the number of Aerocoil® springs increases along with enhanced innovation and engineering to support the Simba Sleep experience. Added springs and layers mean even more responsive support, a fresher and ultimately, an even more comfy night's sleep.

  At the top end of our Hybrid range is the Simba Hybrid® Ultra Mattress with our highest spring count, up to 7300*  along with layers unique to the Ultra. Layers include the breathable and fresh CoolFusion™ layer incorporating own blend of kapok, wool & bamboo. Another layer found in the Ultra  is the support boosting PureLift®. A unique blend of latex & coconut for superb spring-like support. 

  Moving along to our Earth Range, three mattresses each containing a luxurious blend of natural materials. Aerocoil® springs are also found in our Earth range, and as you move up the range, the number of springs increases. 

  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.

  *Based on a kingsize mattress spring count

• How do I clean my mattress?

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  Using a mattress protector will help keep your Simba mattress in excellent condition.

  For care advice on your mattress type please take a look at the cover of your mattress and check where the zip is located:

  Is the zip underneath the mattress?

  

  This cover is not removable or machine washable. To clean we'd recommend using a damp cloth with light cleaning products if necessary.

  Is the zip around the side?

  

  It's easy to give your mattress a clean, just unzip the top white sleep surface and pop this in the machine at a maximum of 40° on a reduced spin cycle. Chlorine bleach shouldn't be used and the cover should not be tumble dried, ironed or dry cleaned. 

  The grey half can only be spot cleaned with a damp cloth. If you would like to buy a brand new cover for your mattress, perhaps as a spare when the other is in the wash, you can place an order here
  

  Earth Range

  Due to the way the Source, Escape & Apex mattresses have been manufactured, hand made with the layers tufted, the covers cannot be removed.

  You can use a soft brush to remove dust and fluff from your Earth range mattress. For minor spills, mop up the liquid with a dry cloth or paper towels. For larger spills, a damp cloth and mild soap can be used.

  The mattress should never be vacuum cleaned, as this can displace the natural fillings. Using a mattress protector is the best way to keep your mattress in tip top condition. 

• Do I need to 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 warranty. Take it for a 180 degree spin on the base once a month for the first 3 months, then every 3 months for the rest of its life.

  To make life easier for you, our mattresses come with handles for a simpler spin. (Due to it's light-weight, the Essential mattress in our Hybrid range doesn't include handles)

• Can you collect & recycle my old mattress?

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  Yes, we’d love to - whatever the brand, whatever the size, we can collect your old mattress. When your mattress reaches the end of its life, we have a specialist Simba mattress recycling service on our site. Just pay a small fee and we'll collect it for you, no Simba purchase necessary. Details of this service can be found here

  Our mattress removal service takes place at the same time as delivery of your new Simba and costs from £50; just select the ‘Standard Delivery With Old Bed/Mattress Removal & recycling’ option at checkout. If there is more than one mattress being ordered, the courier will collect the same number of mattresses for the cost of £50.

  As part of our VIP delivery service the cost of old mattress removal is £100.

  Before delivery of your new mattress, we will send you one of our handy mattress bags, which will arrive via DPD local. You just need to remove your bedding and bag the mattress on the day of delivery. This is just to ensure that the mattress is kept dry and easily transportable. (With VIP delivery the crew will bring the bag with them and bag the mattress for you)

  If you didn't add the old mattress removal service to your order but would now like to include this, please reach out to our team via live chat here

  We do need to be contacted by 2pm, 2 working days before the delivery date that you chose to add on this service. If less than 2 working days before, this could delay your delivery. 

  Unfortunately this service is not currently available in all parts of the UK, so if you can’t see the option at checkout, it’s not operating in your area yet.   

   

   

• 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 cannot be used in conjunction with any other offer or promotion.

   

• 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 Thursday 9am - 8pm
  • Friday and Saturday 9am - 5pm

  For emails, please reach us on hello@simbasleep.com

  To keep a record of your orders we recommend creating an account. You can register using the link here. 

  If you would like for us to give you a call, please simply request this within your email and we'll get back to you as soon as possible. You can also arrange a callback within our live chat service. 

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

• Are there any stores where I can test the mattress before buying?

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  We’re confident it’ll be love at first night - but we give you a 200 night trial on your Simba to be sure. If you decide to return it, we’ll collect it for free in exchange for a full refund (and don’t worry, we wouldn’t dream of asking you to get it back in the box).
  

  However, we've also partnered with John Lewis right from the very start so you can try out and buy the Simba Hybrid® in some John Lewis stores within the UK.

  You can also now try our mattresses in select Barker & Stonehouse stores.

  You can find your closest retailer using our store finder on the link HERE.