FAQ | Trial, Delivery, Sizing | Sleeping Duck UK
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Frequently Quacked Questions

100 Night Guarantee

Returns

All of our mattress come with a 100 night guarantee. The 100 nights start once the mattress has been delivered. If you find that the firmness isn’t right for you, we can coordinate a change of firmness free of charge. If you don’t love our mattress during the 100 nights, let us know within that period, and you can return it to receive a refund of the purchase price (minus any initial shipping costs). We cover any expenses involved in the return.

Are there any terms & conditions?

It takes time for your body to adjust to a new sleeping surface and for the mattress to adjust to your body's natural contours. This is why we recommend that you try your new mattress for at least three weeks before using the swap or money-back guarantee.

The dimensions are important when buying a mattress so please measure your bed frame to ensure the mattress fits (take note of the mattress' width, length and height). If you bought the wrong size and you've unpacked the mattress, you do have the option to exchange it for a different size. You'll just be required to pay the price difference. Please note that size swaps will void the 100 night guarantee for your second Duck.

  • UK Single 190 x 90 x 31cm, 35kg
  • European Single 200 x 90 x 31cm, 37kg
  • UK Double 190 x 135 x 31cm, 42kg
  • European Double 200 x 140 x 31cm, 44kg
  • UK King 200 x 150 x 31cm, 48kg
  • European King 200 x 160 x 31cm, 50kg
  • UK Super King 200 x 180 x 31cm, 60kg
How does a firmness swap work?

We've re-engineered the traditional mattress to make it modular. The level of firmness can be easily changed by swapping a single layer of foam (see video). If you decide you need a firmness swap, email us at info@sleepingduck.com or call 0333 012 4802. We'll send you a new foam layer free of charge within the 100 night trial. A firmness swap outside of the 100 night trial will incur a cost. Contact us for more information.

How does the returns process work?

We understand that the mattress won’t be right for everybody, so if the mattress isn’t right for you please contact us. We will coordinate the collection of your mattress working with one of our recycling teams.

If there are any costs involved with the return, Sleeping Duck will cover them.

The refund will be processed once we’ve received confirmation that the mattress has been collected. You will receive an email notifying you of the refund (please note that all refunds will be processed through the original payment method).

If you need to return the mattress outside of the UK, please contact info@sleepingduck.com or call us on 0333 012 4802. If there is no recycling process in place, we will ask you to donate to a charity or recycle the mattress.

What happens to returned mattresses and comfort layers?

Returned mattresses are either recycled or donated to charity. We will never re-sell or send out a returned product.

Delivery Service

Our UK wide courier service delivers your mattress. If in stock, items are usually dispatched within 2 business days, after that the delivery usually takes up to 3 business days, however in some parts of the country it can take longer. Deliveries take place Monday-Friday between 9am-5pm. Contact info@sleepingduck.com or call us on 033 012 4802 if you have special requirements or any delivery instructions.

You will receive an invoice and confirmation email when your order has been placed. As soon as your order has been dispatched from our warehouse you will receive a delivery email with the tracking information, so you can keep an eye on your order.

The courier will attempt to make delivery once your order reaches your area. If someone is not home to accept delivery, the courier will leave a card to notify you of the missed delivery. They will then re-deliver the next day.

Please note couriers are not allowed to enter your residence for OH&S reasons, so delivery will only be made to the front door (or bottom floor if you live in a multi-level building).

What if I need help with the delivery?

If choosing to have your delivery completed by a two-man team to your room of choice, please ensure you select “two man delivery” during the checkout process. This service will incur an additional cost of £29.

What are the estimated delivery times?
  • UK Mainland Express - Up to 3 business days.
  • Scotland and Northern Ireland - Up to 7 working days.
  • UK Mainland Two Man - Up to 12 business days.

If the delivery is outside these locations, please contact us for a delivery estimate.

Please note: If an item is out of stock, you will get a notification on your checkout page. You will see when the item will be back in stock.

What are the delivery costs?

All standard deliveries and returns are free within the 100 night trial period.

What can I do if someone can’t stay at home the whole day?

If it is safe to do so, you can provide authority for the courier to leave your items in a secure and dry area like around the back of your house, on a veranda or in a garage. If you wish to add these instructions to your delivery please make sure to select “ATL” in the checkout process.

Alternatively, delivery can be made to a neighbour, family member or work address.

International Delivery

Delivered within 7 business days.

Shipping to Ireland, Northern Ireland, France, Switzerland, Sweden and the Netherlands can take up to 7 business days. Deliveries take place Monday-Friday between 9am-5pm. We do not ship to the Channel Islands.

What are the delivery costs?

One man delivery is generally free but if you’re unsure, please email info@sleepingduck.com or call us on 0333 012 4802 if you have any questions regarding the delivery cost to your country.

Does the courier call me before delivery?

No, but you can track your parcel online with the details from your delivery email. If they tried to deliver and you are not at the delivery address, the driver will leave a card for you to arrange a new delivery date.

Packaging

Mattress in a box

Our mattresses are packaged using vacuum compression technology. This technology compresses the mattress to about one fifth of its thickness. As our mattresses are all made using individual pocket springs, the mattresses are then able to be rolled up without compromising quality. Once opened the mattress will return to its original size and shape within 72 hours of unpacking.

Does vacuum compression affect the mattress quality?

Absolutely not! All mattresses in our product photos were once vacuum sealed. We stand by our products and provide a 10 year warranty and money back guarantee so that you can shop risk free.

10 Year Warranty

Mattresses are unique products that require a unique warranty. Our mattress warranty is 10 years.

The warranty covers:

  • Faulty workmanship
  • Excessive body imprints. In the general course of use, if you find the body imprint you have left on the mattress is larger than 30mm deep then we'll either fix or replace the mattress

The warranty does not cover:

  • Normal body impression. A mattress has a break in period where it will conform to your body's natural contours and weight. Essentially individualising itself to you. Up to 30mm is perfectly normal and is not covered under the warranty
  • Damage arising from abnormal use, or abuse
  • Odour (some of the materials used have a natural odour)
  • Sheet fit
  • Soiled mattresses
  • Minor manufacturing anomalies e.g. a missed stitch
Bed bases that might void your mattress warranty

The mattress must be used on a suitable bed base for the warranty to apply. Please see below the section - What base should I use with my Sleeping Duck?.

Please note that Sleeping Duck reserves the right to fix or replace your product. If the product has been discontinued we reserve the right to offer you a refund or similar replacement.

What do I do if I have a problem?

For all warranty related enquiries please call us on 0333 012 4802 or email info@sleepingduck.com and we'll be happy to assess the situation and give you further instructions on how to proceed.

Mattress

Will the mattress form indentations or impressions?

All Sleeping Duck mattresses include a comfort layer of memory foam and latex. Due to the nature of these materials you may find that body indentations will naturally occur. If you are finding that these indentations feel deeper than they should please refer to our warranty for guidance.

Weight tolerances

The Sleeping Duck has been tested, simulating 10 years of sleep of 2 people up to 140kg each.

How do I care for my Sleeping Duck?
Cleaning

Our bamboo topper can be spot cleaned (with warm soapy water, remembering to dry it out completely afterwards). If you find that the stains cannot be removed, or if it is damaged beyond repair, a new topper can be purchased separately. Please contact our customer service team if you have any questions.

Mattress Rotation

Whilst we all have our favourite sleeping position (and side of the bed!), rotating your mattress is important. We recommend rotating your mattress once a month for the first 4-6 months, and then just a few times a year from then on.

Every Sleeping Duck has a modular design, so for ease of use the topper can be completely zipped off and the pieces underneath can be rotated at your discretion.

Bed Bases

What base should I use with my Sleeping Duck mattress?

Our mattress is designed to work on any firm, flat surface. This means it’s fine to use with a slatted or ensemble style base.

If using a slatted base, please ensure that the distance between the slats is less than 8cm. The reason for this is that the pocket springs need support in order to function correctly. Gaps wider than 8cm will leave a significant number of springs unsupported and will affect both the feel and longevity of the mattress. Most standard bed bases will comply with this.

To be sure that your base will be right for the mattress always double check the measurements with those of our mattress, which you can find here.

Financing with Divido

Am I eligible for finance?

Applying for an instalment plan is similar to applying for a new credit card. The details you provide are checked against public registers, such as credit-rating agencies. To increase the chances of acceptance, ideally, you will have a good credit history – (no late payments, CCJ’s, etc) – and meet the following minimum criteria:

  • Be over 18 years of age
  • Be working at least 16 hours per week
  • Have 3 years of UK address history
  • Have a UK bank account that can accept direct debits
  • Enter the same delivery address that you put on the finance application. If you pay with finance your order must be delivered to your bank account's billing address.
Financing and Offer Codes

Offer codes are not valid for use by customers that elect to finance their purchase through Divido.

Further Questions?

Feel free to give us a ring on 0333 012 4802 or send us an email on info@sleepingduck.com, and we would be happy to answer any questions you might have.

About Divido

Divido Financial Services Limited (‘Divido’) is authorised and regulated by the Financial Conduct Authority. For more information, please visit: https://www.divido.com/