How Does the Love It or Exchange It Mattress Exchange Work?
The mattress exchange process is designed to be clear and straightforward once you decide a change is needed.
Last Updated: January 2026
If a mattress does not feel right, the Love It or Exchange It Mattress Trial allows one exchange for a more suitable option. Understanding how the exchange works helps you know what to expect at each stage.
Step 1: Confirm You Are Ready to Exchange
Before an exchange can go ahead, a few checks need to be met:
- The mattress must be part of the Love It or Exchange It Mattress Trial
- Enough time must have been allowed for the mattress to bed in
- Contact must be made within the final 10 days of the trial period
Once these points are confirmed, the exchange process can move forward.
Step 2: Choose a Replacement Mattress
If the exchange is approved, a replacement mattress can be selected from the same brand.
This allows you to:
- Adjust the comfort or tension level
- Choose a different model within the brand
- Find a better fit without starting the buying process again
Any price difference between the original mattress and the replacement will be explained before the exchange is arranged.
Step 3: Confirm the Exchange Details
Before anything is booked in, the following details are confirmed:
- The replacement mattress choice
- Any costs involved in the exchange
- Delivery and collection arrangements
No exchange is arranged until everything is clear and agreed.
Step 4: Delivery and Collection
When the replacement mattress is delivered, the original mattress is collected at the same time.
This approach:
- Keeps the process simple
- Avoids the need for multiple visits
- Ensures the exchange happens in one appointment
A delivery date is confirmed in advance so you know exactly when the exchange will take place.
What Happens to the Original Mattress?
Once collected, the original mattress is removed as part of the exchange process.
To be eligible for exchange, the mattress must have been:
- Used with a mattress protector
- Kept in a clean and suitable condition
If there is any uncertainty about condition requirements, it is best to check before the exchange is arranged.
Why the Exchange Works This Way
The exchange process is designed to:
- Make changing a mattress as straightforward as possible
- Reduce unnecessary disruption
- Maintain fairness and hygiene for all customers
Understanding the steps involved helps avoid surprises on the day of exchange.
Common Questions About the Mattress Exchange Process
Will my original mattress be collected when the replacement arrives?
Yes. Delivery of the new mattress and collection of the original happen at the same time.
Can I choose any mattress as a replacement?
The replacement must be another mattress from the same brand as the original.
Do I need to be home for the exchange?
Yes. Someone needs to be available for both delivery and collection.
When Things Can Vary
Some parts of the exchange process can vary depending on:
- The mattress brand
- Your location
- Replacement stock availability
Any variations are explained before the exchange is arranged.
Still Need Help?
If you have questions about exchanging a mattress:
- Visit our Contact Us page
- Use Live Chat for quick answers
- Speak to our Customer Support Team
- Visit one of our UK stores for in-person guidance