I want to return my order how do I request this?
We're sorry to hear it didn't work out and you're wanting to return.
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 100 night trial and 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 John Lewis or any of our retailers you will need to contact them directly to request a return.
If you tick all the boxes above - great! We would kindly now ask you to complete the form found by clicking the image below:
If you can please complete the form individually for each item you’d like to return so we correctly manage your request. If you've made a mistake on your order and for example need a different size, please request a 'Return' and not a 'Replacement'. For more info, please see the article here.
Should you need any further information on our returns process, please see a link to our terms and conditions here. Otherwise, jump on LiveChat where further information is available alongside our team of sleep experts who will be happy to help.
What happens once I've completed the form?
There's no need to contact us again and once you’ve completed and submitted the form, our Simba Returns Team will get back in touch with you directly within 2 working days to let you know the next steps. Once approved, we'll work with you to arrange a suitable date for collection or send you a label for your smaller Simba items.
Once the item is on its way back to us, we’ll process your refund and cancel the financing agreement if you chose the 0% instalment option. Our returns are free but any applicable delivery charges at the time of ordering will not be refunded.