FAQ’s

Frequently Asked Questions

Why have I not received my order confirmation email?
Do you offer a free sleep trial?
Can I speak with someone for further information on products/delivery etc?
How do I know if this is the right product for me?
I really want to buy the Ely Mattress but might have to save up a little before I go ahead, do you offer finance options?
How many pocket springs are there in the Ely Mattress?
How does the Ely Mattress feel?
What sizes do you offer?
What are your delivery options and timescales?
Can you take my old mattress away?
Can I use the Ely Mattress on a slatted bedframe?
Do you offer any mattress protector options?
What is your returns policy?
What is your warranty/guarantee?
Do I need to turn or flip my mattress?
My mattress is settling or dipping, is this a defect?
How long should it take to get used to a new mattress?
Are there any smells I should be aware of with the new mattress?
Which bed sheets do you recommend?
What is a Guardsman Protection Plan?
Why have I not received my order confirmation email?

Please ensure that you have checked your junk and spam folders for the email. To prevent this from happening again please add in info@elymattress.com to your safe list. If you still can’t find the email, please send us an email or give us a call.

Do you offer a free sleep trial?

Yes! We offer FREE 30 nights experience for you to sleep the dream.

Can I speak with someone for further information on products/delivery etc?

We have plenty of information and images on our website, however if you still need to contact us, you can do so by emailing on info@elymattress.com or give us a call on 02034763805 / 07305599385 or you can send us a message on Instagram/Facebook (‘elymattress’ is the account name)

How do I know if this is the right product for me?

We believe that Ely has found the solution to the best sleep at an affordable price and just to ensure that our mattress is accessible for everyone, we’ve made sure to offer 0% credit.  If you are unsure before you purchase, please contact us so one of our specialists can shed some light and clarify any uncertainties.

I really want to buy the Ely Mattress but might have to save up a little before I go ahead, do you offer finance options?

We understand that somethings in life take longer to achieve. Purchasing the Ely Mattress is the exception thanks to our 0% finance option through our partners DivideBuy. They will perform a credit check to ensure you can sustain your payments and the application will take no more than a minute with an immediate decision. DivideBuy currently have over 96% pass rate on new applicants for finance, one of the highest in the industry.

How many pocket springs are there in the Ely Mattress?

Ely has 5000 pocket springs based on a king size mattress.  Also, please be very careful when comparing mattresses with other companies with ‘similar’ spring counts.  Sometimes when it sounds too good to be true, it usually is!  Unfortunately, some companies out there will use a figure such as 5000 or 9000 etc next to their mattress name but won’t actually have that many springs in.  Always remember that the higher number of springs doesn’t always mean it’s the ‘right’ mattress for you.  You sometimes end up paying more just because it costs more for the ingredients.  If you need one of our specialists to clarify this further then please get in touch.

How does the Ely Mattress feel?

We know it’s a big decision buying a mattress over the internet but we have simplified the process. We offer two feels, so you can choose which is more suited to you. We have the ‘Soft to Medium’ and ‘Medium to Firm’ feel. The Soft to Medium feels like you fall in to a cloud with a decent level of support underneath. The Medium to Firm also feels soft on the top with a stronger level of support beneath it.

What sizes do you offer?

Single (90cm x 190cm) (Width x Length)

Double (135cm x 190cm) (Width x Length)

King (150cm x 200cm) (Width x Length)

Super King (180cm x 200cm) (Width x Length)

All Mattress Heights are 29cm

What are your delivery options and timescales?

We offer a FREE 2-man room of choice delivery service within 7-10 working days and in most cases, this is quicker.  If you are desperately needing it quicker than this then get in touch so we can arrange a premium delivery option that will suit you.

Can you take my old mattress away?

Yes, we can and we will make sure to recycle it as well through The Furniture Recycling Group.  We aspire to reduce landfill of mattresses.

Can I use the Ely Mattress on a slatted bedframe?

If you are using your new mattress on your own bed, it’s important that the base is in good condition. The mattress will contour to it, just as it does with your body, so we recommend replacing an old base. If the base is damaged in any way, it could be detrimental to your mattress. If your mattress is being placed on a slatted base, ensure the gaps are no more than 75mm apart. If they are, you should consider using a baseboard or under mattress. Please contact us on info@elymattress.com for further information or advice.

Do you offer any mattress protector options?

Yes! We are proud to offer the Guardsman Luxury Mattress Protector.  Check it out under the ‘Shop Now’ page.  We also offer a 5-year Accidental Damage Cover when you purchase the Ely Mattress and select the Guardsman Luxury Mattress Protector.  Or if you are just looking for a quality mattress protector, you can buy it on its own to cover your existing mattress.

What is your returns policy?

Please see ‘Delivery and Returns’ page for further information.

What is your warranty/guarantee?

ElyCare is for 10 years and we will repair or replace your product if a manufacturing defect occurs.  Please don’t forget to register it on the ‘Register Warranty’ page.

Do I need to turn or flip my mattress?

We have given you twice the fillings so you can enjoy restful sleeps for longer.  The best way to ensure that happens is to let the fillings underneath have a chance to breathe by being on the top from time to time. We recommend rotating your mattress once a month and flipping it once every two months.  This will help keep your fillings even and increase the life of your mattress.

My mattress is settling or dipping, is this a defect?

Settling or dipping can occur for many reasons and more so in naturally filled mattresses.  When someone sleeps on one side for a long period of time, the fibres underneath will compress more than areas where you don’t tend to sleep on.  This will give the impression that its ‘dipping’ but it is normal and to overcome this is by ensuring you rotate and flip your mattress regularly.  Cheaper mattresses that contain polyester as their supportive layer will not settle or dip as much as natural filled ones.  However, the life span and the low rate of recovery of the fillings will mean you will eventually be sleeping directly on the spring unit causing all sorts of problems.

How long should it take to get used to a new mattress?

It usually takes in the region of 3-4 weeks to really get used to a new mattress. Bear in mind some people might not have changed theirs for over 10 years! Just like a new pair of shoes, you have to give them some benefit before making a conclusion.

Are there any smells I should be aware of with the new mattress?

New mattress can have certain smells whether they are chemicals or natural fibres.  Depending on how sensitive you are to smells, your degree of it will be different.  Our natural mattress has a slight earthy smell and after you have used it for a few weeks including leaving it to air out regularly, the smell will eventually go away.

Which bed sheets do you recommend?

Our mattress is around 29cm deep.  We always recommend deep fitted sheets to cover all those beautiful layers of comfort.  You can also use our Luxury Mattress Protector which fits perfectly and has a soft comfort layer with breathable capabilities.

What is a Guardsman Protection Plan?

Sometimes accidents happen, minimise their impact and protect your investment with a Guardsman Protection Plan. Read more about the Guardsman Protection Plan here.

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