Simba Support

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Top FAQs

  • Tell me about Simba-Pure

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    Through customer research we know the smell of new mattresses can be a problem for some.  That's because all foam contains something called 'TCPP'.  This is a flame retardant used in foam since the 1960’s and used heavily in the UK since the introduction of the Furniture and Furnishings Fire Safety Regulations in 1988!

    We wouldn't be Simba Sleep without questioning the norm. That's why we've developed Simba-Pure, free of TCPP as well as Bisphenols and Parabens to name just a few. No chemical smell and due to reduced Volatile Organic Compounds (VOC's), complies with all fire regulations, and has improved recovery from compression.

    Get in touch with our Customer Experience team here to hear more.  

    Or, check it out for yourself by taking advantage of our 200 night trial here.

  • 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 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 200 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 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 kickoff a return, you'll need to have a registered Account with us.  Registration is quick and easy and allows you to manage your own return process through to collection. 

    >  If you already have an Account registered, click HERE.

    >  If you need to register, don't worry it's easy, click HERE.

    >  If you think you might have a manufacturing fault with your product and would like discuss your options, click HERE.

    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.

     

  • 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.

  • 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 four hour delivery window the morning of your chosen delivery date. On 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 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 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