How Do I Start a Love It or Exchange It Mattress Exchange?

Last Updated: January 2026

If a mattress has had time to bed in and still does not feel right, the next step is to start a Love It or Exchange It Mattress Trial exchange.

A mattress exchange can be started towards the end of the trial period, once enough time has been allowed to properly assess comfort.

Exchanges must be requested:

Getting in touch too early may delay the exchange, as the mattress may still be settling.

To begin an exchange, contact the Customer Services team.

You can do this by:

This allows eligibility to be checked, trial details to be confirmed, and next steps to be explained.

Having the following details ready can help the process move more quickly:

Your order number or proof of purchase
Confirmation that the mattress is part of the Love It or Exchange It Mattress Trial
A brief explanation of why the mattress does not feel suitable

Providing this information upfront helps avoid delays.

Once contact has been made:

No exchange is arranged until everything has been clearly confirmed.

Starting an exchange at the correct point in the trial helps:

Contacting at the right time helps everything run more smoothly.

Can an exchange be started as soon as the mattress is delivered?

No. Time must be allowed for bedding-in before an exchange can be requested.

What happens if contact is made too early?

Guidance may be given to continue using the mattress and get back in touch later in the trial.

Does a replacement mattress need to be chosen straight away?

Guidance is provided on available options once the exchange request has been reviewed.

When Things Can Vary

Some steps can vary depending on:

Any variations are explained when contact is made.

If you have questions about starting a mattress exchange:

Knowing when and how to start an exchange helps the process move forward smoothly once you have decided a change is needed.