Returns

A common misconception within the mattress industry is that a dip in a mattress is a defect. In fact, depending on the size of the dip, this is quite often natural settlement of the mattress layers, and their moulding to your regular sleeping position. Consider the gradual compression of a sofa or the stretch of the leather in new shoes. The feeling of a 'ridge in the middle' could be considered the same thing with 2 sleepers in a particularly wide mattress, settlement present across each sleeping position.​

Our mattresses, and any other for that matter, will take some time to get used to your body shape and the way you sleep, this is also why we offer a 200-night trial to make sure you get the best sleep experience before deciding on whether the mattress is right for you. ​

Normal settlement and compression of the mattress layers can be reduced with regular rotation of the mattress.​

Of course, sometimes defects can happen. We take great pride in the quality of our products and we like to think they're rare across the many many happy Simba Sleepers out there. ​

Please use the table below to review whether your mattress is suffering from excessive settlement of the layers which might indicate an issue or defect with the product. If outside of these tolerance levels, please complete the Returns and Replacements request form further below and our team of Sleep Experts will be back in touch within 48hrs on next steps put you back in good snoozing.​

Once your Simba has been collected, our courier will give us the heads up and we'll process your refund excluding any delivery fees paid within the original purchase. The money will be returned through your payment method, within 7 days of the collection date. We cannot issue refund cheques, and if there are any problems with the refund (eg if your card has expired), we'll get in touch to arrange a bank transfer.

If you've signed up for financing, we'll cancel the agreement for you, but please don't cancel the direct debit until you've received notification that the cancellation is complete. Any installments that you paid up until that point will be refunded within 14 business days. We don't charge anything for returns, but please note you won't be refunded any delivery charges from your original order.

All returns are free of charge. However, any delivery charges paid as part of the original purchase will be excluded from the refunded amount.

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.

If you have not yet unboxed your mattress and would like to return it for free, simply start a return via our Returns form and follow the below steps:

1. Fill in the email address used to place the order and the order number, ensuring you start with #SIMUS.
2. Select the item(s) you would like to return.
3. Select the reason of your return, attach any photos and/or leave further comments in the provided box if applicable.
4. Please confirm your shipping address, and make sure all the info is correct.
5. You can now print your free return label and attach it to the outer box or create a mobile QR code you can take to any UPS drop-off point where you return is also processed free of charge.
6. Take your parcel to your chosen UPS drop-off point and they’ll take care of the rest! Make sure you get a receipt with a track and trace number.

To request a return of your unboxed mattress within its 100-Night Trial period, or to request a warranty claim, please send an email to hello@simba.shop and our team will be in touch shortly with the next steps.

Read more information about your 10-year mattress guarantee here and our 100-Night Trial period here.

If you purchased a new Simba bedding and/or accessory product you may be eligible for a 50-Night Return Policy.

Simply start a return via the Returns Form by entering your email address and your order number (starting with #SIMUS). Returns are accepted for unopened and still boxed as well as unopened and used (non-soiled) bedding and/or accessory product. Ideally, we would like to you to return the product back to us in its original packaging. 50-Night duration is the period from delivery of a bedding and/or accessory product, which a customer purchased from the Site up to the latter of the 50th day since the date the bedding and/or accessory product was delivered to the location designated by the customer, expiring after 23:59:59 EDT or EST (as applicable in the state of Delaware on that date).