Where can I find information on product support and repairs?

Product Support

• For general product support we have some top tips available to view before contacting our customer service team.
• It's useful to know that sometimes products can appear to be faulty when they're actually doing their job, or perhaps just need a little care. For example, mattress movement and settlement is normal. All new mattresses are designed to settle or dip slightly in the areas where you sleep the most. The layers and fillings are simply responding to pressure point areas and providing support where you need it. Our mattress care guide explains this in more detail.
• Squeaky bed frames can often be fixed by checking and tightening fixings.
• Ottoman bed frames when new can feel slightly stiff, however this will ease up over time. To make closing the ottoman as easy as possible ensure the mattress is on the frame and place both of your hands evenly spaced underneath the mattress between the mattress and the ottoman frame and push down.
• For technical support as a first port of call you can view the product assembly instructions for the bed frame you have as it includes simple trouble shooting information. You can find all of our assembly instructions guides here.
• For headboard assembly the screw holes can be found hidden underneath the fabric of the divan. Locate the headboard securing points at the head end of the divan. These are usually marked with a small plastic tag that has been inserted through the fabric and into the divan frame. Carefully break through the fabric with your screwdriver to reveal the screw-hole and then carefully remove the small plastic tag. Carefully press the headboard bolt through the material until it presses against the fitting and twist the headboard bolt clockwise.
• If you still require further product support our Customer Services team are on hand to help you get it sorted.

Repairs
The last thing we want is for your bed or mattress to need a repair. In the unlikely event that this does happen, our Customer Services team are on hand to help you get it sorted.

• Within the first year: Submit a request with details and photos.
• After the first year with extended warranty: Start a claim with MB&G Insurance: complete a a claim form online.
• After the first year without warranty: Arrange an independent inspection (e.g., Emmiera). If deemed faulty, we'll arrange an exchange or repair.

For Northern Ireland customers
Please contact customer care on 028 9050 8300 or email [email protected]