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 three Hybrid® Mattresses you choose, you're always guaranteed our patented blend of cooling foam and ultra responsive mIQro™ springs. The difference lies in the layers and the number of springs in each.

    The Essential has four layers and up to 1,500 springs, the Original has five layers and up to 2,500 springs, and the Pro has seven layers and up to 5,000 springs.

    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.

  • Do I still qualify for the 100 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 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 bedding, pillows and accessories purchased between 21/11/2019 - 24/12/2019 can be returned up until 31/01/2020 but an unused condition and repackaged prior to the return.
    • 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.

    If you tick all the boxes above - great! 

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    To arrange a return please sign in to your Simba account. Don't have an account yet? It's easy to register, just make sure you use the same email address you used when ordering.

    You will then see your previous orders and the options to return.

    Alternatively, click here then complete the form with your returns request.

     

    What happens once I've requested a return?

    There's no need to contact us again and once you’ve submitted the request, our Simba Returns Team will get back in touch with you directly within 3 working days to let you know the next steps. 

    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.

  • How will I know when my order will arrive, will I get a time slot?

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    You'll know exactly when to expect your delivery with our tracked services.

    For orders containing a mattress, you'll receive your allocated three hour delivery window the morning of your chosen delivery date. You'll have access to live tracking to see where the driver is on route and the number of deliveries ahead of you. The window will narrow on the day and the drivers will also give you a call when they're on their way 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 inflight options. 

    To track your order head to your account. Don’t have an account yet? Sign up here

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

  • Where do I apply my discount code?

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    There's a box for this in your shopping cart. Either click on the cart or take a look at the summary on the right of the screen; you can add the code at any time after you've added your mattress or qualifying item (but before you pay).

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Monday to Wednesday 9am - 9:30pm
Thursday 9am - 4pm
Friday 10am - 5pm
Saturday 9am - 5pm