General Shipping
Dispatch times may vary, so please check the advice in your item description.
Once dispatched, you can expect delivery on the following day (Mon-Fri only, excluding Highlands & Offshore locations).
You will receive a shipping confirmation email with tracking details from us when your order is with the carriers. If your item has a dispatch time longer than 14 days we will email you one week prior to the dispatch date.
Deliveries are anytime Mon-Fri between 7:30am and 5:30pm on the standard service. The courier is unable to provide estimated delivery times on this service. If you select the AM delivery service (England & Wales only) you will be able to call the courier for an estimated arrival time on the day of planned delivery. AM deliveries will be due to arrive before 1pm.
*Highland and Offshore deliveries including Northern Ireland usually take an extra 2-3 working days to arrive.
Our couriers will make two delivery attempts within the normal shipping charge and will leave a card to notify you when a delivery attempt has been made. If you do not contact them after the first attempt to arrange delivery on a different day they will automatically try again on the following working day. After two failed delivery attempts you will have to collect the item from your local City Link depot or pay additional redelivery charges.
For convenience you may want to consider having items shipped to a work address.
Delivery dates are provided as estimates only. Although the courier operates an excellent service we cannot guarantee delivery days.
We ask customers to check items on arrival as you will be asked to sign for them as 'received in good condition'. Damage goods can be refused at this point or you can note any issues on the delivery note and contact us before opening the item.
We ask all customers to double check their item fully for damage before opening and to contact us within 1 working day of delivery if they believe the item has been damaged by the courier.
Our items are sent compressed and roll packed so will need to be left for 12 hours or more to expand after opening. Compressed memory foam may take up to one week to fully expand, however in most circumstances this process is complete within 36 hours.
Where do you post from?
All our memory foam products are dispatched from Bristol, United Kingdom.
How do I pay for my purchase?
We accept Paypal and all major Credit card and Debit cards. You do not need a Paypal account to make payment, simply select payment by Credit or Debit card on the Paypal payment page and your order will be processed using Paypal, but independent of their account system.
If I order an item today when will it be dispatched and how long will it take to arrive?
We attempt to process all orders within 24 hours, and once processed orders will be dispatched within 3-5 working days. Orders placed at the weekend will be dispatched on Monday. Although reliable, courier delivery dates are not guaranteed.
Do you deliver at the weekends? Can I specify a time for delivery?
We strive to keep our prices competative. Due to the expense of weekend and timed deliveries we only dispatch our items on a standard service which will deliver anytime up until 5:30pm.
I've just paid for my items through Paypal, can you deliver to an alternative address?
No we can't as Paypal rules state very clearly that items can only be sent to a registered address supplied at the time of payment. You must register any alternative addresses for family or work with your account before ordering if you wish to pay through Paypal, or alternatively please pay by credit/debit card.
Can I come and collect my order to save on delivery charges?
Collection of Hypnia memory foam products are only possible for orders of 4 or more items, excluding memory foam pillows. Unless otherwise specified all goods are located in Bristol at our third party warehouse. There are no discounts for collection and payment must be made at least one full working day in advance. Collection for products from other manufacturers from our store are not possible.
Can you ship outside the UK? Does the courier charge extra for offshore UK deliveries?
We currently only ship to addresses in the UK and Republic of Ireland. We are unable to deliver to PO Box or BFPO addresses.
My mattress/topper has arrived but it appears to be smaller than I ordered?
Our mattresses and toppers are packed compressed and tightly rolled for convenience and economy, so a 12 inch mattress will only look about 2-3 inches thick inside the package. Please check the label where a letter followed a number will denote the size with S = Single mattress/topper, D = Double, K = Kingsize and X = Super Kingsize.
I've opened my mattress but it hasn't expanded to its full size.
Some memory foam mattresses can take longer than others to reach their full size. Using the mattress or topper will help it become supple and expand as it reacts to your body temperature. We ask all our customers to allow for 14 days of use from opening before contacting us with this issue as this will give the mattress the time it needs to fully expand.
What are your office opening hours?
Our office is open Monday to Friday, 9.30am – 5.30pm, and our number is 020 8144 1428
How do I return an item?
We offer customers a grace period of 14 days from delivery where we will allow you to cancel your purchase and return your unused items(s) for a refund of the full purchase price, including original shipping costs. Please email or write to us if you wish to cancel your purchase within the 14 day period.
The buyer assumes all cost and responsibility for packaging and arranging the return of goods. Please consider the potential return cost before you open your item and allow it to expand. Once a mattress has expanded it cannot be repacked to original size and will be very expensive to return.
We recommend the following websites for booking returns: www.parcel2go.com, www.parcelmonkey.co.uk, or www.shiply.com (better for opened/larger items).
Unopened goods will need to be returned to our warehouse in Yate, Bristol. Opened goods will need to be returned to our address in Poole, Dorset.
While the quality of our goods is assured, we cannot guarantee suitability for all individuals.
