What Information Do I Need for a Warranty Claim?

Before submitting a warranty or guarantee claim, it is helpful to gather all the key details about your order, product and the issue you are experiencing. Providing complete and accurate information from the start can help us review your claim more quickly and reduce the need for follow-up questions.

This guide explains the main information we may need when you complete our Warranty Request Form.

What order details do I need?

To help us locate your purchase, you should provide:

• your first name and last name

• your email address

• your phone number

• your order number

• your date of delivery

Your order number, product details and delivery date can usually be found in your order confirmation email.

What product details should I include?

You should also provide the name and description of the product you are claiming for.

This helps us identify the exact item and understand the type of issue being reported.

How should I describe the problem?

When explaining the issue, include as much detail as possible.

It helps to tell us:

• what the fault or problem is

• when it started

• how it affects the product

• whether the issue has become worse over time

A clear description can make it much easier for us to assess your claim properly.

What extra information may be needed for mattress claims?

If your claim relates to a mattress, we may also ask for more information about how the mattress is being supported and cared for.

This can include:

• how often you rotate your mattress

• whether the mattress was purchased on its own

• what type of base it is being used on

• whether the base is slatted or divan

• if it is a slatted base, the distance between the slats

• if it is a divan base, whether it is a platform top or sprung base

• the age of the base

These details help us understand the level of support underneath the mattress and whether the care guidance has been followed.

Do I need to confirm I followed the care guide?

Yes. As part of the claim process, you will be asked to confirm that you have followed the product care guide.

Following the care guide helps make sure the product has been looked after correctly and can be important when reviewing whether a warranty or guarantee remains valid.

Do I need to choose a contact method?

Yes. You will also be asked to tell us how you would prefer us to contact you, usually by:

• email

• phone

What if I do not have all the information yet?

If you are missing some details, gather as much as you can before starting the form.

Having your order confirmation, product details and photos ready in advance can make the process much easier and help us review your claim more quickly.

Ready to submit your claim?

Use our Warranty Request Form when you have gathered the key details needed for your warranty or guarantee claim.