Dreamcloud Mattress
Customer Help Q & A

Customer Help: Dreamcloud

Trial, Return & Exchange (Questions: 7)

  • Q.1) Why do mattress manufacture’s offer free trial period for online purchase of mattresses?
  • Whether you purchase a mattress in a store or online, you make a long-term decision that could impact your sleep health. When you buy a mattress in a store after lying on a few mattresses, listening to sales pitches, and getting some great deals, you ignore how you and your partner's body will react to the mattress. Any new mattress has a break-in period (adjustment period), and your body needs time to adjust to a better feel. Lying on a mattress for a short time in a store setting does not provide insight. Buying a mattress online further compounds the fact that you never got to touch or feel the mattress before you purchase. That's why mattress manufacturers offer an extended trial period to try the mattress in a comfortable home setting without any pressure and then make the call whether to retain or return.

  • Q.2) What is the duration of Dreamcloud’s risk-free trial period?
  • Dreamcloud offers a 100% risk-free 365 night home trial starting from the date of delivery.

  • Q.3) What is the minimum period you need to try Dreamcloud mattress before initiating a return?
  • Dreamcloud encourages you to take the first 30 days to get to know your new mattress, as it can take this long for your body to adjust to the support and comfort of the Dreamcloud.

  • Q.4) Do I need to keep any of the packaging or boxes?
  • There's no need to keep any packing materials once you have unpacked your Dreamcloud. If you decide that the Dreamcloud isn't quite right for you at any point during your trial, don't worry about getting it back into its original box.

  • Q.5) Do I need to make my own arrangements for shipping product back to Dreamcloud?
  • Dreamcloud will arrange for the Product (s) ordered to be delivered to and, if you so request to the room of your choice, and removal of existing mattress (for a £45 fee, one mattress collected, for each mattress delivered). Once your old mattress has been removed, it cannot be recovered and returned to you as it has been recycled. The £45 Old Mattress Removal fee is non-refundable.

  • Q.6) When can I expect a refund for my return?
  • Your full refund within seven business days. The refund will return to your original form of payment.

  • Q.7) Can I exchange a Dreamcloud mattress?
  • Traditional exchanges are handled by returning the original mattress through the Dreamcloud returns process. It’s up to you if you’d like to purchase your replacement before receiving the refund for your return. If there is damage to your mattress, contact Dreamcloud. They will work with you to figure out the next steps. Follow the return instructions, and then purchase the mattress you would like.

Shipping & Delivery (Questions: 9)

Warranty (Questions: 4)

  • Q.1) Does Dreamcloud offers warranty for mattresses?
  • Your new Dreamcloud mattress is covered by a Limited Dreamcloud Lifetime Warranty (the "Warranty") for the whole period of the original owner's ("you") ownership and use.

  • Q.2) What does Dreamcloud’s warranty covers in terms of defects?
    • Your mattress must have an appropriate base, such as a platform bed or other suitable bed frame.
    • Body impressions deeper than 1.5-inch
    • Cracking or splitting of the memory foam layers
    • Unraveled seams or defects in the mattress cover
  • Q.3) What defects are not covered under Dreamcloud’s warranty?
    • Body impressions shallower than 1.5-inch
    • Normal softening of the memory foam
    • Changes in your comfort preference (for example, perceived changes in pressure point relief)
    • Accidental damages, such as stains, tears, and cuts
    • Dreamcloud mattresses that are sold secondhand
  • Q.4) What is the remedy if a defect is found?
  • If your mattress is proven to have a defect during the first ten years of the warranty, Dreamcloud will send you a brand new mattress. They will also work with you to donate your used mattress to a local charity.

    During years 10+ of your warranty, Dreamcloud will completely repair and recover your original mattress (or replace your mattress, at their discretion). They initially charge a $50 shipping fee both ways for repairs after ten years, but that fee is waived once your mattress defect is deemed legitimate.

Payment & Financing (Questions: 7)