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 Essential has 4 layers and  up to 1500 springs, the Hybrid has five layers and up to 2,500 springs, the Pro has seven layers and up to 5,000 springs, and then the 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.

    New additions to our range are our budget friendly Simbatex® Foam mattresses, at a lower price point compared to our Hybrids. Although you wont find the Aerocoil® spring-comfort layer in the Simbatex® mattresses, you will find our open-cell Simbatex® foam offering 30x the airflow of memory foam. 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.

  • 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, bed bases and Hybrid® Topper 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 accessory items have a 30 days returns period.
    • All refurbished items have a 30 days return period. 
    • 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 5-10 days after your mattress delivery has been completed.  Once in touch, they will coordinate a convenient time for the collection no later than 14 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! 

     

  • 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 does Refer a Friend work? I've referred my friend and they've placed an order but I haven't heard anything?

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    Reward friends and family through our Simba referral programme (and reward yourself at the same time!)

    Here's how to help things along:

    • Make sure you've signed up to the programme on our website here after you have placed your order with us and before referring. 
    • To be eligible you must already have purchased via our website.
    • Your friend must be ordering a Simba Hybrid® Mattress for the first time (excludes mattresses from our refurbished range)
    • Referrals cannot be used in conjunction with any other discounts or promotions (including bundle offers). 

    We'll email you to let you know when a friend has used your code and then again with your reward when your friend has passed their mattress trial. Even though our mattress trial is 200 nights, if your friend holds on to their mattress for 100 nights you will be rewarded. 

    If you have any questions about the referral programme or would like to check up on your rewards our team is here to help— jump on live chat or email us through the link here

  • 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

    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