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FREQUENTLY ASKED QUESTIONS

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  • TOP QUESTIONS
  • THE DIFFERENCE
  • THE MATTRESS
  • SHIPPING
  • Payments
  • Financing with Duologi
  • Payments with Splitit
  • RETURNS & EXCHANGES
  • NECTAR'S MATTRESS WARRANTY
  • Nectar's Non-Mattress Product Warranty

TOP QUESTIONS

Tell me more about the Nectar mattress

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, at no risk. 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.

What is the 365 night sleep trial?

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 and refund your payment 100%. Our risk free trial is 3 times longer than any other we have seen. Fewer than 3% of Nectar sleepers return their Nectar.

What setup do you recommend for the 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.

When can I expect to receive my Nectar?

Currently, Nectar ships to you via our two man service. You will be contacted by one of our Nectar Sleep Specialists if your delivery postcode falls outside of our 48 hour delivery areas to advise you of the delivery timeframe.

How does the Nectar feel?

After sleeping on Nectar the words customers use in their 30 day feedback surveys are “love” or “need.” Nectar is contouring and supportive to help you get your best night’s sleep.

What is the Forever Warranty?

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.

How do I return my Nectar?

It’s rare, but when it happens, we make it easy. We work with you to arrange pickup and refund your money once we’ve received your mattress. Just give us a call or send us an email, we will make the process painless and fast.

Nectar will be at the Ideal Home Show in London

The show runs from the 22nd March – 7th April 2019 at Olympia London Hammersmith Rd, London W14 8UX.

Opening Times

Monday - Sunday: 10am-6pm

Late Night Thursdays: 10am-9pm

Sunday 7th April: 10am-5pm

We are part of the Evolving Home display. Find out more info here

THE DIFFERENCE

Don't I need to try the mattress?

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, at no risk. You will be trying Nectar on your bed and in your home, where a sleep trial should be.

If Nectar is such a great mattress, why does it cost so much less than others?

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.

What is the sleep trial?

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 risk free trial is 3 times longer than any others. Fewer than 3% of Nectar sleepers return their Nectar.

Where are Nectar mattresses manufactured and shipped from?

The Nectar Mattress is manufactured in the North of England and is sent from our Courier partners located in Yorkshire.

How can you offer a Forever Warranty while other companies only offer 10 or 15 years?

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.

THE MATTRESS

What kind of material is Nectar made from?

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.

Can the Nectar mattress be folded for transport?

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

Is the Nectar Safe?

Nectar is independently certified by Certipure, 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.

How firm is the Nectar mattress?

Nectar is plush but highly supportive. We rate Nectar at a 6 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.

How is edge support on the Nectar?

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.

Will Nectar smell or “Off-Gas” when opened?

Nectar foams are exceptional quality and off gassing is limited or non-existent. If there is any faint opening smell of fresh foam this will dissipate quickly and is from new foams being vacuum packed and not from any chemicals. Some people recognise a faint new mattress smell for a few days but this quickly dissipates.

SHIPPING

Can you ship internationally?

We currently ship within the United Kingdom.

How much does shipping cost?

Delivery is usually free to mainland UK. An £80 charge applies to some areas of the Scottish Highlands and Northern Ireland. For UK Islands and the Channel Islands a charge of £100 applies. Should your delivery address fall within these areas, we will contact you once we have processed your order to advise you of the relevant charge. In exceptional circumstances where we are unable to deliver to your address we reserve the right to cancel your order.

Will you remove my existing mattress?

We will as long as you select the 'Mattress Removal' option and pay the £30 fee while you are checking out your order. Once we have taken possession of your old mattress, it is sent for recycling and we are not able to retrieve it.

Will Nectar help me setup my mattress?

We will happily deliver your Nectar to the room of your choice.

Why is the Nectar mattress so much less than the mattresses sold in retail stores?

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.

Promotion codes?

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

Do you offer Financing?

We currently have a partnership with SplitIt and we are continuing to work towards being able to offer a further payment plan.

Payments

What forms of payment are accepted?

We accept Visa, Mastercard, American Express credit and debit cards.

Do you offer Financing?

We currently have a partnership with SplitIt and a 0%APR Finance plan with Duologi.

Promotional Codes?

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.

Financing with Duologi

Am I eligible for Finance?

Your basket total must be over £150 before the finance option will be available.

To apply you must:
• 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 your 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 delivery to the address in your application, we are unable to offer you a Financing payment option

What is the Finance application process?

  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 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 with Duologi'.

  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.

  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.

What information will I need to provide on my application?

During Duologi’s secure 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 your details carefully as mis-typing information means automatic checks fail and this can slow down the process.

How long will the application process take?

Our application process typically lasts 5-10 minutes from start to finish should you be accepted. Once approval comes through, your purchase will then be complete.

Why was my credit application denied?

We are sorry to hear that your application was refused. There are many different reasons that this may have happened. Unfortunately, we are unable to find out these reasons on your behalf. If you would like more information about the status of an application or why a decision was made, please contact our Finance Partners Duologi. You can contact them by phone on: 0345 5211 666 or email them on: customers@duologi.com

My finance application has been ‘’referred’’ and is under review by the lender - what does this mean?

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. Normally this is done within 15-30 minutes. During the evenings and weekends, the decision usually comes through the next working day.

When using finance, can I ship my stuff to an address other than my billing address?

No. Your shipping address must be the same as your registered billing address when paying using finance. If you are unable to ship to your billing address, we are not able to offer you a financing payment option. Please select an alternate payment option.

Do you run a credit check for your finance applications?

Yes. There will be a credit inquiry on your credit report, which means there will be an entry on your credit report that indicates you applied for credit. This is known as a “hard check”.

Cancellations & Refunds

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 and we will contact Duologi.

Who is your Lender?


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.

Payments with Splitit

What is SplitIt?

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 - https://www.splitit.com/]

How does SplitIt work?

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.

Splitit 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.

Will using SplitIt affect my credit rating?

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).

Do I have to pay a deposit with SplitIt?

No, not at all - with Splitit you can choose to spread your order total anywhere over 3 to 12 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.

RETURNS & EXCHANGES

What do I do if I need to return my Nectar?

No worries. Just advise us that you would like to return your Nectar by emailing us on: hello@nectarsleep.co.uk or calling us on: 08000 219 333. We will figure out the most convenient way to remove your Nectar if Nectar is not the perfect mattress for you.

Do you permit exchanges?

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.

Do I need to keep any of the packing materials?

No, the outer box is protect your Nectar during the delivery process.

Do I pay for shipping?

Delivery is usually free to mainland UK. An £80 charge applies to some areas of the Scottish Highlands and Northern Ireland. For UK Islands and the Channel Islands a charge of £100 applies. Should your delivery address fall within these areas, we will contact you once we have processed your order to advise you of the relevant charge. In exceptional circumstances where we are unable to deliver to your address we reserve the right to cancel your order.

NECTAR'S MATTRESS WARRANTY

The Forever Warranty

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.

What if the mattress compresses and forms impressions?

Nectar’s Forever Guarantee has you covered. If impressions are 4cm or more we will replace Nectar.

How can you offer a Forever Warranty while other companies only offer 10 or 15 years?

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.

Nectar's Non-Mattress Product Warranty

Nectar's 2 year No Defect Warranty

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.

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.

What products are covered?

Currently, just our 100% waterproof Mattress Protector, the perfect companion to protect against wear and tear while keeping your Nectar squeaky clean.

We have more products coming to Nectar in the near future to support you in creating the best sleeping experience of your life.

I've changed my mind, if I return the product, can I get a refund?

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

Order now and Start your Nectar 365 night risk-free trial


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