Faq Page

I have just received a vacuum packed mattress, opened it and it seems smaller then what I ordered?

All our mattresses are vacuum packed and rolled up for easier transportation. Once opened, they require up to 48 hours to fully expand to their actual size. Please remove all packaging and leave the mattress open in a well-ventilated room on a flat surface and under normal room temperature. It should recover to the full size in 48 hours.

Why does my mattress smell strong?

Sometimes freshly manufactured foam.mattresses have a distinctive chemical smell which is non-toxic. When you first unpack them, it can smell particularly strong. If this is the case then leave your mattress to air for 3 to 4 days before use and the fumes will disperse. These odours are non-toxic and do not contribute to any ill health effects on an individual who came into contact with the mattress.Odours are temporary and fade after some time.

Can I pick up my order from an office or warehouse?

Unfortunately, the answer is No. We do not hold any stock at our head office. All orders are dispatched from our supplier across the country and therefore cannot accommodate local pickup requests.

How can I track my order?

You can track the status of your order by using both the email address you used when ordering and your order number (which can be found on order confirmation email). Click Here to track your order.

What are the delivery charges and delivery options available?

We deliver most of our items Free to most of the UK. However there are some exclusions.

Please visit Delivery Information page for comprehensive details or email us at sales@m4mattress.co.uk

Out of stock?

If you are interested in an item that is indicated as out of stock we suggest you choose something comparable from huge range of high quality and great value products on our web store. If you do decide to order an item that is indicated as out of stock it will need to be ordered from one of our suppliers and there may also be an additional supplier lead time. Unfortunately we cannot guarantee any dispatch or delivery lead times on out of stock items. Please email us sales@m4mattress.co.uk for further information.

Do you have retail stores / showrooms?

We are an online retailer which means that we do not have the traditional brick and mortar stores. This enables us to save costs which in turn are passed on to you, our valued customers.

We do understand that this poses a challenge when deciding to buy certain items. Don’t worry, we are here to help and a call or email away if you need more information on any item that we sell. We can even try to take additional photos and email to you if the item is in our warehouse. Just contact us.

I have received only part of my order?

If you order contains more than one items, or there are more than one boxes of a particular item, it is likely that all boxes not delivered together. In this case, missing pieces are delivered the next working day. However, if it takes longer, then please Contact Us and we will chase couriers to trace and deliver the missing box asap. Under unfortunate circumstances, sometimes packages can go missing. In this case, we will send a replacement as soon couriers declare it ‘lost’

Do you ship to countries outside the UK?

Currently, we ship only within the United Kingdom. For detailed delivery information, please click here

Delivery was free, why am I charged a cost to return the item?
We are proud to offer free delivery on all our items. However if you wish to return an unwanted item, you can either use your own courier to send the item back to us, or we can send our courier, in which case you have to pay the costs. Please make sure that item is in its original packaging and secured so it arrive back to us in a unused and undamaged condition.
Returning an unwanted item can cost anywhere between £10 to £50  depending on the size and will be taken off from any refund. We will inform you the cost involved when you contact us.
You do not have to pay return costs when returning a “damaged in delivery” item  or if incorrect item was delivered to you.
Can I store a rolled up mattress for few months?

Mattresses are rolled up for easy transportation only. Please do not store them in rolled up shape for more than 10 Days after delivery. Please unpack the mattress as soon as it is delivered and lay on a flat surface in a well-ventilated room and allow it to expand. A normal room temperature will help in this process.

Please note that if a mattress is kept rolled up for more than 10 days it may not expand to its original shape ( and depth). This will void mattress warranty.

I need to return an item, what do I do?
Returns are accepted only on specific items. You can send item back to us using your own couriers after notifying us. If you would like us to collect the item via our couriers, we are happy to do this and reduce your refund by the collection cost for us collection is dependent on weight and price of goods (£10-£50).
Return of unwanted goods is accepted within 14 days delivery. We will not be able to accept any return after this deadline.

 

How can I change/cancel my order or change the delivery date?

If an item has not been dispatched it is possible to amend an item at no extra cost. However, if you change an order after 12 in the noon on the day of dispatch it is unlikely that we will be able to change the order as the order will have gone to the warehouse for preparation. If the item has been dispatched, the goods will need to be returned to us and a collection charge of £39 per item will be levied. Once received; we will email you to confirm the change of order details within one working day. To change your order Click here or email us at support@stickbase.com and we will endeavor to respond quickly. For Further information, see our Return Policy

Received damaged goods? Wrong item received?

We try our best to ensure that all goods arrive safe and complete without any damage. However, damages are unavoidable in transit.  We strongly recommend customers to check the goods upon delivery before signing drivers paperwork. If goods appear damaged on delivery then customers should refuse the goods and sign the couriers’ paperwork as “damaged on delivery”.
If you find the damages after the delivery, or on opening the packaging; please report it to us with a full description of the problem and with photographic evidence. Damaged or faulty goods must be reported within 48hrs of initial receipt of goods. We will contact you to arrange the collection of the damaged goods and organise the dispatch of replacement parts. Click here to report any damages or email us at support@m4mattress.co.uk and we will endeavor to respond quickly.