NECTAR FREQUENTLY ASKED QUESTIONS

Updated Wednesday Nov 11th: Along with our mattress delivery partners, BJS Home Delivery, we have put precautions in place alongside government guidelines. 

Deliveries are currently taking place as normal, to the doorstep, except we are not delivering to anyone that is self-isolating or if you have Covid-19 for safety reasons. Our customers and our teams safety is of utmost importance to us. 

Our other non-mattress delivery partners are currently unaffected though there have been a few delays, but please be aware that this could change at any time. 

We will continue to update you here if anything changes. If you have an active order that is affected, we will contact you directly to advise you of the status of your order. https://www.gov.uk/coronavirus

We have a number of collection partners and we have been working with them to ensure return collections continue through the lockdown. They usually collect the mattress from outside your property or from just inside near the front door. 

Nectar makes the most comfortable mattress available, and sells the Nectar directly to you cutting out middlemen and markups. You enjoy the best mattress at a much better price. Nectar is designed for every type of sleeper and arrives backed by our Full Comfort Guarantee and Forever Warranty, plus a full year sleep trial so you can make sure Nectar is right for you. Nectar arrives straight to your door. For a small fee, we'll even remove and recycle your old mattress. Thousands of Nectar customers and over 20 mattress review sites think Nectar is the most comfortable mattress you can purchase. And if you don’t agree, we’ll take Nectar back and refund your full purchase.

Nectar provides you with a full year, 365 nights to enjoy Nectar and figure out if Nectar is right for you. If you decide for any reason that Nectar is not your ideal mattress, we’ll remove the mattress from your home (terms apply) and refund your payment 100%. Our trial is 3 times longer than any other we have seen. Fewer than 3% of Nectar sleepers return their Nectar.

Nectar will be the most comfortable mattress you ever owned if setup properly. Most foundations, bases, including slatted or divans work as well as an adjustable frame. We do not recommend placing your mattress on the floor, plastic base, or home-made foundation.

Currently, Nectar ships to you via our free delivery service. Due to the ongoing Covid-19 safety advice No Contact Delivery is in place and we are not offering a 2 person delivery service at this time. 

You can also keep track of your order and it's status by clicking the View My Order button on your Order Confirmation or by downloading the Shopify Shop app (available for iOS and Android) and following Nectar Sleep store.

This will allow you to view your order and be sent push notifications to let you know when it's on the way. You can can also track items in app and it can be used for multiple retailers..

Forever is a long, long time… and that’s how long we guarantee the construction, materials, quality and durability of Nectar for the original purchaser. If you own a Nectar and sleep on a Nectar we believe Nectar should be the only mattress you ever need. We back up Nectar’s quality in absolute terms, with no wishy washy legal speak, Nectar will last longer than you do if you treat Nectar right.

It’s rare, but when it happens we work with you to arrange pickup and refund your money once we’ve received your mattress. Just give us a call, start a chat or send us an email to get the process started.

Yes, you do. We send 2 Free Pillows with every Nectar Mattress we sell. From time to time the colour of the Pillow Cover may differ slightly to the images you see onsite. The Pillow is still made to our high specifications, the colour or finish of the fabric or trim may vary. 

Our Customer Service team are available to call, live chat or email; 7 days a week, 9am-5.30pm. You can contact us via email on: hello@nectarsleep.co.uk. 

We normally see that our accessories have been taking around 2-4 days days longer than scheduled due to the restrictions at the manufacturers adhering to Covid-19 guidelines. You will receive tracking information from DPD on the day of delivery. We apologise for the delay and inconvenience this may cause.

We're really excited to be able to bring you this fantastic offer. Purchase a Nectar Mattress and we will also send you a Mattress Protector, a Duvet, a Bedding Set and 2 free Pillows!

Yes, all you need to do is choose and purchase your Mattress size and we will include all of these extra items, free of charge!

Terms & Conditions do apply so please be sure to read through them all here.

Our unique 365 Night Trial applies to you mattress when you purchase using this promotion. If Nectar is not the mattress for you, you can return it to us under your the trial conditions. You will need to return the gift items to us as well. For all the details about our trial take a look here.

To accompany your Nectar mattress, we will be sending a Mattress Protector, a Duvet, a bedding set and 2 Premium Nectar Pillows. 

They will be despatched separately from your mattress and you will receive an email to track these items on the day of delivery. 

The Pillows are usually rolled into the mattress before it is compressed and vacuum packed. 

Yes they are the same items you can see onsite.

Your items will be delivered in separate deliveries and will arrive in separate packaging. Your mattress will be delivered by our partners, BJS Home Delivery and the day before it is due you will receive a tracking link and a 3 hour delivery time frame.

Your gift items will be delivered by DPD and you will receive tracking on the day of delivery via email. Please be aware that your gifts may arrive a few days after your mattress. 

We are unable to remove gifts and offer you a discount instead. The offer is fixed and cannot be changed. If you would like to know more, take a look at the Promotion Terms & Conditions.

The offer consists of fixed products. We are not able to offer different sized or substitute gifts products with alternative products not included in the promotion. If you would like to know more about the details, take a look at the Promotion T&Cs.

This offer includes fixed products to match the size of the mattress you purchase. 

We are unable to apply to an existing order. All promotions apply at time of purchase and cannot be retrospectively applied. 

All mattresses are covered by Nectar’s 365 Night Trial. Should you need to return the mattress you must also return the gifts that arrived back to us. 

To find out more about the Returns process, take a look at our dedicated Nectar Returns page.

The full Nectar 365 Night Trial conditions are found under the heading: Nectar Mattress Cancellations, Returns and Refunds under Nectar Sleep's 365 Night Trial, click through to our Terms of Use page.

We will collect the mattress for free through our collection partners. If you return your mattress, you will also need to return the gifts that arrived. 

We don’t believe that 5 minute sleep tests at a retail store are the way to find a mattress you will sleep on for 30% of your life over the next decade or longer. Our 365 night sleep trial makes sure you can make sure Nectar is right for you. You will be trying Nectar on your bed and in your home, where a sleep trial should be.

It really does not need to cost thousands of pounds to craft a top quality mattress with the best materials. By removing middlemen such as distributors and mattress retailers, and selling directly to you, we can offer you the best pricing possible, basically wholesale pricing. We think it’s crazy to pay thousands of pounds for a mattress.

Nectar provides you with a full year, 365 nights to figure out if Nectar is right for you. If you decide for any reason that Nectar is not your ideal mattress, we’ll remove the mattress from your home and refund you 100% of your payment. Our trial is 3 times longer than any others. Fewer than 3% of Nectar sleepers return their Nectar.

Nectar Mattresses are manufactured and shipped from locations within the UK

Nectar is built of better quality materials, on a stronger base. We chose early on to build Nectar to last as long as our customers would want to sleep on Nectar, or longer. There was a time when every quality product was guaranteed for its full life of use, and we don’t believe that ever should have changed. We guarantee the construction and materials of every Nectar mattress for the full life of use of the mattress by the original owner.

Nectar’s mattress combines four layers of Smart Sleep technology. The Adaptive cooling cover is constructed with a luxurious knitted fabric. Nectar’s foam layers include the Nectar Smart layer, the medical grade memory foam layer and a 7 zone support layer with castellated comfort and air flow. Nectar is constructed from four special grade performance layers and a uniquely milled cooling cover.

Nectar is not designed to be refolded once expanded. The initial compression process uses roller presses which compress the mattress with over 10,000 kgs per square metre for vacuum packing. 

The packed size of a Nectar Mattress plus weight:

Mattress delivery box: 50x50x106cm

Single - 22.20 kg

Small Double - 31.80kg

Double - 31.80kg

King - 36.35kg

Super King - 43.02kg

Nectar is independently certified by Certipur, a 3rd party global rating standard, and five other rating groups, to be free from known harmful chemicals and gasses. Nectar is free from Ozone depleters, heavy metals, formaldehyde, Phthalates and Volatile Organic Compounds. Our mattress is also naturally resistant to Bed Bugs.

Nectar is plush but highly supportive. We rate Nectar at a 6.5-7.5 on a 1-10 scale if 1 is a feather pillow and 10 is a cement floor. Nectar is designed for perfect long term support with true top layer comfort. We encourage you to give Nectar a try remembering that if you are not fully satisfied we will always be happy to take Nectar back.

We designed and built Nectar for consistent and firm support edge to edge. Unlike some spring mattresses which sag at the edge, Nectar is always a consistent and perfect firmness edge to edge.

As this mattress is made of memory foam (and lots of it!) there can be a smell which is normal, be sure to ventilate your room and this should start to fade after a few days. Nectar is Certipur certified - so you don't have to worry about any harmful chemicals.

If the smell lingers, try setting down a small bowl of white vinegar in the room, it absorbs odours really effectively. Leave it in the room for a few days.

Alternately, you could sprinkle baking soda across the mattress, leave it for an hour or so then hoover it up. Baking soda is also an effective odour eliminator. 

We use a number of couriers to deliver our products to you. Your Mattress will be delivered by BJS Home Delivery, currently they are delivering to your front door due and will not enter your property. These safety precautions have been put in place for the protection of both our team and for you, our customers. 

Our Non-Mattress items arrive separately from the mattress and will be delivered by DPD for the smaller items (all bedding items - Mattress Protectors, Duvets, Bedding Set, Whole Night's Sleep Pillow, Weighted Blanket) and by TNT or Tuffnells for the larger items (Bed Frames, Sofa Beds).

For Old Mattress Collection (Including Old Mattress and Bed Frame Collection), please be aware that this takes place separate to your mattress delivery. It will not be removed by the team that deliver your mattress. Our partners Anyjunk carry out these collections and they will collect from outside your property and recycle the mattress responsibly. 

For any postcodes that fall into the Remote Location category, your mattress may not arrive on your nominated delivery date. Our Delivery partners, BJS will contact you to arrange a delivery date once the delivery routes have been confirmed. BJS do not visit these postcodes on a daily basis so the routes need to be carefully planned in advance.

We currently ship to addresses within the Mainland United Kingdom only.

Nectar Standard Delivery is free to mainland UK. We are not currently able to deliver to some areas of Scotland, Northern Ireland or any UK offshore islands including the Isle of Wight.

We will as long as you select the 'Mattress Removal' option and pay the £35 fee while you are checking out your order. 

Please be aware that the Old Mattress Collection is not provided by the team delivering your mattress. Our collection partners Anyjunk will pick up and recycle your Old Mattress. More information about Anyjunk can be found here: https://www.anyjunk.co.uk/rubbish-clearance/mattress-removal-disposal/.

Once we have taken possession of your old mattress, it is sent for recycling and we are not able to retrieve it. You can either use the link we send via email to book your collection or contact our CS team and we will book it for you. 

We recommend booking the collection for the day after after the requested delivery date of your Nectar Mattress.

This is a service we are offering to customers that are purchasing our Bundles. For £70 we will collect and responsibly recycle your Old Mattress and Bed Base through our collection partner, Anyjunk. 

If you select this service you will receive a separate email with a link that will allow you to book in your collection for a date that is convenient to you. This service will be provided by Anyjunk, not the team that deliver your mattress. 

Collections of these items are currently from outside you home only. This is due to safety precautions put in place to prevent the spread of covid-19. 

Surprisingly, Nectar and the expensive mattresses in a store usually cost about the same amount to produce, but Nectar cuts out distributors and middlemen and sells Nectar to you directly, so you never pay markups.

Yes, you will. The evening before the delivery of your mattress you will receive an email with a tracking link and your 3 hour delivery window. 

For non-mattress items, you will also be emailed a tracking link on the day of delivery. 

On the evening before your selected delivery date, you will receive an email with a tracking link and a 3 hour delivery window for your Mattress. Mattresses are delivered by BJs Home Delivery. They can be contacted on: 01922 645 650. For Non-Mattress Products, you will not receive a delivery time frame. However, you will receive a tracking number for these items. You can contact DPD on: 0121 275 0500 and Tufnells on: 0330 838 4230.

No, sorry. We have currently suspended this service for safety reasons. 

If there are some exceptional circumstances around your delivery that you think the delivery team needs to know, please give our friendly Sleep Specialists a call and they will pass these details onto the BJs Home Delivery team.

Any missing items must be reported to us within 14 days of the day of delivery. 

We do not recommend laundering or tumble drying the mattress cover, this may damage the cover permanently. 

Any spots or stains should be spot cleaned with soapy water and allowed to air dry. 

We accept Visa, Mastercard, American Express credit and debit cards. Paypal and Amazon pay are also accepted. We offer Duologi finance payments or SplitIt instalments.

We currently have a partnership with Splitit & Duologi finance. SplitIt allow you to utilise your existing line of credit and create an instalment repayment plan. Duologi offer a more traditional finance payments. More information below.

We offer promotional codes from time to time and the terms of the promotion code will be listed in our Terms of Use and applied during checkout. Only one promotion code or sale can be used at a time.

Once we process your refund, it can take up to 14 days to go back through to your account. 

We monitor all transactions for any sign of fraudulent behaviour. If your order is flagged by our monitoring you may receive an email asking you to verify that it was you who placed the order. If you receive this email, please follow the steps to assure us it is a legitimate order. You will be asked to enter a mobile phone number that we will then send a verification code to, when this code arrives, you will need to enter it on the verification page. Once your order has been verified, it will be released and fulfilled as normal. If we do not receive a response, you order will be cancelled and fully refunded. 

We are really pleased to announce that we are partnering with Splitit, the leading monthly instalment plan service. You will be able to select this payment method at Checkout and choose the plan that suits you. [Learn More]

The Splitit solution enables Nectar to provide instant monthly-instalment payment services to you for a Nectar mattress using your existing credit card.This means you can buy a Nectar mattress now and pay it back in affordable instalments.

As part of the acceptance process, a request is made for 50% of the cost of the order to ensure your credit availability. This request is made and then reversed a second or two later. The money is not withdrawn from your account but the request may take 2-5 working days to be released from your card dependent on your bank.

Splitit then requests authorisation from your credit card company, reserving the total purchase amount from your available line of credit. Then, each month, according to the payment plan you select, Splitit will collect the instalment amount and request authorisation for the remaining balance—before the current authorisation expires. 

The Splitit service, which takes just seconds to operate, is initiated directly from Nectar’s website.

No it will not. If you use a Splitit instalment plan there is no impact on your credit score. All the bank sees, are the individual instalment charges each month. If one of your payment authorisations declines, there is still no effect on your credit rating; it is simply a declined charge. The decline would accelerate payment of the remaining balance (unless you provide a different card which is not declined).

No, not at all - with Splitit you can choose to spread your order total over 3 months and you’ll only need to pay the first instalment when you are placing your order. However, as part of the acceptance process, a request is made for 50% of the cost of the order to ensure your credit availability. This request is made and then reversed a second or two later. The money is not withdrawn from your account but the request may take 2-5 working days to be released from your card dependent on your bank.

To apply you must: 

- Your basket total must be over £150 before the mattress financing option will be available

- Be over 18 years of age 

- Be a UK Resident for at least 3 years

- Have a UK bank account that can accept direct debits

- Have credit or debit card registered to your home address

- Have a stable income whether through permanent employment or other means (Pension, Disability Allowance, etc.)

- Understand that there will be a credit check performed when you submit your application. 

- Be able to accept delivery at the registered billing address. If you are unable to accept a delivery to the address in your application, we are unable to offer you a Financing payment.

When you submit your application information, it will be securely sent to Duologi for assessment. 

1. Add your products to the basket. Your basket value must be at least £150 for the finance option to apply.

2. When you get to the checkout, please select Duologi’s 0% Interest Instalments, powered by Divido, select the repayment plan that suits you and 'Continue to Review', double check your details on the next page and 'Continue'.

3. Enter your details into the application form.

4. You will normally get a decision from Duologi instantly. In case your application doesn't get approved instantly, don't panic.

5. Complete the e-signature of Duologi’s credit agreements.

6. You will receive an Order Confirmation from us and we'll despatch your order for delivery on the date you selected at checkout. If your delivery postcode falls outside of our 48 hour network, we will advise you of the next available delivery date.

7. You will receive an email from Duologi including a pdf copy of your signed financial agreement.

Please note: We can only deliver to the billing address used in the finance application.

During the application process you will be asked to provide some basic personal details such as your marital, residential and employment status. You will also need to have your bank account details handy and possibly your credit or debit card information for ID verification. Please enter these carefully as mis-typing information means automatic checks fail and this will slow down the process.

No, the Duologi application process is 100% paperless. You will simply need to provide your credit/debit card information and bank account details but no need to present the actual card at any point.

When an application is referred this is usually because there is some information that is not able to be verified immediately. Once an application has been referred the information is manually verified by an Agent and a decision is made which you will be informed of via email.

You have the right to withdraw from your Finance agreement up to 15 days following the signing of the credit agreement. You will still be in a contract of purchase for the goods. Please contact us to arrange alternative payment, or to arrange the safe return of the goods.

Duologi Limited Registered Information

Registered business name: Specialist Lending Limited t/a Duologi

Authorisation & regulation: Authorised and regulated by the Financial Conduct Authority

Business registered address: Registered office Oaktree Capital Management Verde, 10 Bressenden Place, London, United Kingdom, SW1E 5DH

No worries. Just advise us that you would like to return your Nectar by emailing us on: returns@nectarsleep.co.uk. We will figure out the most convenient way to remove your Nectar if Nectar is not the perfect mattress for you.

If there is damage to your Nectar, give us a call and we’ll work with you to correct that. Traditional exchanges are handled by returning the original mattress through our returns process.

No, the outer box is there to take a battering and protect your new Nectar mattress during the delivery process.

Nectar Standard Delivery is free to mainland UK addresses. We are not currently able to deliver to addresses in Northern Ireland, some areas of Scotland and all offshore islands, including the Isle of Wight.

Leaving the Mattress in a compressed state for an extended time may affect the quality of the product as this may not allow the Mattress to fully expand. This would impact the Warranty. We advise you to leave the Mattress in the box for no longer than 90 days.

The best warranty in the business. No small type or legal speak. If you bought Nectar, own Nectar, use Nectar and Nectar breaks from normal use anytime during your use, we will replace Nectar at no charge. We design Nectar to outlast heavy long term use, just like quality products should.

Nectar’s Forever Guarantee has you covered. If impressions are 4cm or more we will replace your Nectar. Just let us know and we will make arrangements with you directly. 

We believe the best things we own should outlast us. Nectar is constructed properly and we spend more on quality products and construction. We can afford to spend more on quality because we have no middlemen and no distributors demanding outsized share of the price of a Nectar. Our goals are really simple – A better mattress for the best price. The most comfortable mattress in the world, at a great value. Try Nectar risk free for a full year and see for yourself.

This warranty covers you from the day your non-mattress product is delivered to you. We cover your product against any manufacturing defects that may arise in this time and we will fully replace the item for you once you have advised us of any defect (this excludes Bed Bases). This does not apply to normal wear and tear. 

For Bed Bases, we cover your product against any manufacturing defects that may arise in this time and we will provide replacement parts to you once you have advised us of any defect to either missing or faulty parts. This does not apply to normal wear and tear. 

NB. We may require a photo of the defective item and we will need you to return the faulty item to us at our cost.

This Warranty covers our Nectar Mattress Protector, Nectar Duvet, Nectar Duvet Set, Nectar Whole Night's Sleep Pillow, Nectar Sofa Bed, Nectar Bed Frame, Nectar Luxury Bed Frame, Nectar Platform Bed & Nectar Storage Bed.

If you return your unopened or opened but unused and unwashed product back to us within 30 days from when it arrived, we will refund you in full for that item.

This warranty covers you from the day your Nectar Premium Pillows are delivered to you. We cover your pillows against any manufacturing defects that may arise in this time and we will fully replace the pillow/s for you once you have advised us of any defect. This does not apply to normal wear and tear. 

NB. We may require a photo of the defective item and we will need you to return the faulty item to us at our cost.