Frequently asked questions
Firstly, find a friend to help you – mattresses can be heavy!
All our beds are wrapped in heavy duty plastic which can be recycled. Mattresses are packed in 2 way:
Vacuum Packed and rolled:
• Carefully pierce the outer wrapping of the mattress, and gently pull the plastic away from the mattress
• Place the mattress on the bed where it will be located. The bottom of the mattress is easily discernable from the top of the mattress, so make sure it is the correct way up
• Remove the bag from the mattress
• Your mattress will take a few hours (maximum 24) to fully recover
Place the mattress on the bed where it will be located
Remove the plastic wrapper
Please also ensure you keep your receipt or Proof of Purchase somewhere safe.
You will need this in the event you need to report a complaint under your Guarantee.
Don’t you love the smell of new things? All mattresses are manufactured at the time of order and sealed in protective wraparounds to ensure perfect presentation upon arrival. Smells are good news as it means your mattress has been made freshly for you! Initial odours are common after removal of the protective packaging and is normal. Most people don’t even notice, but those with heightened senses may report a “foam” odour, or a damp or musty smell. On taking delivery, it is a good idea to leave the mattress to air in a well-ventilated room. Regularly airing your mattress ensures proper maintenance and will help dissipate any odours.
Others are more sensitive to smells than others. Whilst a mattress may always retain an inherent odour if you smell it at close quarters, you should notice that any smell which is noticeable when you enter a room has greatly reduced within 3 months, providing you have followed the instructions above.
Body impressions are a characteristic of quality mattresses working as they should by conforming to the shape of your body.
You should expect to see impressions, sometimes described as settlement or “dipping”.
With regards to settlement, what is acceptable can vary from case to case depending on the individual using the product, the depth of the mattress, and the materials used. The Furniture Industry Research Association (FIRA) provide guidelines which suggest that settlement of between 2 and 4cm in depth is acceptable for a mattress that is 5 years old. In addition, settlement depth may be higher when the mattress has been recently used, and if not used for a while, the mattress will recover some height. We will not normally consider settlement to be a fault. In the event of a dispute in this area, we are able to arrange for a FIRA Inspection at a cost of £50 + VAT. Mammoth will consider FIRA’s findings as final. In the event a fault is found within the Guarantee Period, the £50 + VAT will be refunded and the product replaced or repaired
Like a new pair of shoes, your mattress will soften after a period of time, particularly in the areas you lie (sometimes described as “dipping”). This is not a problem, and is actually a sign the mattress is working with the weight of your body. There is even a British Standard on this (BS3379:2005)
If a mattress has been displayed in a shop as a “floor model” that mattress may have already been bounced on many times, and may feel softer than the new mattress you will be delivered. It can take a few weeks, even months, for the mattress to fully settle down.
We manufacture our mattresses to metric sizes as below (for standard sizes):
Single: 90cm x 190cm (3ft x 6ft3)
Double: 135cm x 190cm (4ft6 x 6ft3)
King: 150cm x 200cm (5ft x 6ft6)
Superking: 180cm x 200cm (6ft x 6ft6)
In line with BS 1334:1996 , we have a +/- 20mm size tolerance on all mattresses and beds. In addition, many bed frames are still manufactured using imperial measurements (which are in brackets above). These imperial measurements are larger than the metric equivalent (so a “double imperial” frame would be 137cm x 191cm). If you have purchased an imperial frame with a metric mattress, the frame is likely to be bigger and therefore there may be a small gap. We believe that once bed linen is in place, this will be more than suitable.
We provide a standard 1 Year Guarantee on all our mattresses, which protects you against Manufacturing Defects. If you then register your product online, we will extend this to a 5 Year Guarantee, or 5+5 Limited Guarantee, and this will be clear on the label at the foot of your mattress (note if the label states “1 Year Guarantee” then this is the maximum guarantee available on that product). If you feel your product develops a fault within the period specified on the label of your mattress, please follow the below process. However, please read this document to make sure what you believe is an issue, is not actually normal before making the call. Please also note that the Guarantee/Warranty does not cover:
A normal increase in softness in the polymer filling material or a decrease in the slow recovery performance, which does not affect the pressure relieving properties.
Any smells relating to the mattress
Body indentations relating to normal settlement
Level of perceived comfort
Where a product has been purchased online, and the complaint is due to the “feel” of the mattress
Where the mattress has had more than 1 owner
The guarantee covers any deterioration, which causes the mattress to have a permanent indentation of considerably more than the guidelines issued by FIRA as referred to in point 6. The guarantee will cease to apply if The Foam Co. Ltd finds that during the guarantee period, any of the following applies:
• Abuse, misuse, or general wear and tear
• The mattress has been used on a slatted base with slats more than 7.5cm apart
• Any causes other than faulty manufacture or materials
• Where the product is soiled, has become wet, or in an unsanitary condition
• Where the customer care hints detailed in this document have not been applied – this includes not rotating the mattress as recommended
• Where the cover has been removed where the label does not state “removable, washable cover”
• A new mattress has been used with an existing, damaged divan or a divan that is deemed to be of unsuitable quality
In order to register your concern you will need to report the problem in writing to the retailer from whom you purchased the bed and they will handle your guarantee claim on your behalf and liaise with us. You will need to provide your Proof of Purchase in order for us to investigate your issue under your Guarantee.
Should your retailer no-longer be in business, or you feel that that they are not assisting you, then please contact our customer service team on 01235 529148 and have the following available – proof of purchase, including date of purchase, product name and size plus description of problem. Our experienced team will give you an opinion on your issue. If your issues is covered by the FAQs, but you wish for us to arrange an inspection via a Third Party, we are able to instruct the Service Team of the Furniture Industry Research Association (FIRA) who are completely independent and linked to the Furniture Ombudsman. We will ask you to pay £50 for this service by Credit Card – in the event that FIRA deem the mattress to be faulty, we will repair or replace the mattress in line with the below, on a like-for-like basis (or for an equivalent specification in the event your product is discontunued) and refund your £50.
1 Year Guarantee Mattress replaced free of charge if the fault is reported within 12 months of your purchase
5 Year Guarantee Mattress replaced free of charge if the fault is reported within 5 Years of your purchase
5+5 Year Limited Guarantee Mattress replaced free of charge if the fault is reported within 5 Years of your purchase. After that, a pro rata amount of your original purchase price will apply as follows
Year 6 20% of the purchase price
Year 7 40% of the purchase price
Year 8 60% of the purchase price
Year 9 – 10 80% of the purchase price