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FREQUENTLY ASKED QUESTIONS

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TOP QUESTIONS

Are mattress deliveries impacted by the Coronavirus?

Updated Tuesday April 7th: Along with our 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 Corona Virus for safety reasons. Our customers and our teams safety is of utmost importance to us. Our other delivery partners are currently unaffected though there has been a few delays, but please be aware that this could change at any time. We will 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

Are Returns affected by the Coronavirus?

Updated Tuesday April 7th: Due to the recent Coronavirus outbreak, our charity partners have had to make the decision to close their stores nationally. This has resulted in our return process having a delay of 4 weeks’. We understand this may be disappointing, but hope you can understand that we will do everything we can to keep you updated as the situation evolves. We continue to work hard to keep any disruption to a minimum. Once our charity partners continue trading, they will be in touch to arrange a suitable collection date. We will then issue you a full refund once your mattress has been collected.

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. 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 (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.

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 free delivery service or via our Delivery to a Room of Choice, 2 Person Delivery Service (£20). 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.

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 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 to get the process started.

Do I get free pillows?

Yes, you do. We send 2 Free Pillows with every Nectar Mattress we sell.

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. 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  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?

Nectar Mattresses are manufactured and shipped from locations within the UK

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.

The packed size of a Nectar Mattress plus weight:
Mattress delivery box: 50x50x106
Single - 22.20 kg
Small Double - 31.80kg
Double - 31.80kg
King - 36.35kg
Super King - 43.02kg

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.

How firm is the Nectar mattress?

Nectar is plush but highly supportive. We rate Nectar at a 6.5-7 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

What is the 2 Person Delivery service?

Our 2 Person Delivery service will deliver your Nectar Mattress to the room of your choice. You will receive your tracking link the evening before your delivery is scheduled, you will also be given a 3 hour delivery timeframe. This service is currently suspended. It costs £20 and you are usually able to select it during the checkout process.

Can you ship internationally?

We currently ship to addresses within the Mainland United Kingdom.

How much does shipping cost?

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.

Will you remove my existing mattress?

We will as long as you select the 'Mattress Removal' option and pay the £35 fee while you are checking out your order. They are currently only able to collect from outside due to Covid-19 safety precautions.

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. The collection will generally take place the day after the requested delivery date of your Nectar Mattress.

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.

Will I get a tracking number?

You will receive an email with your tracking number from BJs Home Delivery on the evening before your mattress delivery is due. It will confirm your order is on it's way to you. If you have ordered 1 or more Non-Mattress Products or bundle items, they will be delivered by DPD and the Bed Frames by Tufnells. You will receive separate tracking for these.

Will I get a timeslot and will my order arrive together??

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 or Bundle 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.

Will they deliver it to my room?

We have currently suspended this service for safety reasons.

Can I leave special instructions for the delivery driver?

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.

Payments

What forms of payment are accepted?

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.

Do you offer Financing?

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.

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.

How long do refunds take?

Once we process your refund, it can take up to 14 days to go back through to your account. We greatly appreciate your patience during this time.

Payments with Splitit

What is SplitIt?

We are really pleased to be partnered 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 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.

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?

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.

How long can I keep the Mattress in the box?

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.

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?

This Warranty covers our Nectar Mattress Protector, Nectar Duvet, Nectar Duvet Set, Nectar Bed Frame & Nectar Luxury Bed Frame.

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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