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Frequently Asked Questions

Here are some of the most frequently asked questions about Ergoflex mattresses, ordering, delivery, customer services and aftercare.

Can’t find what you’re looking for? Drop us a line at customersupport@ergoflex.co.uk

Our Company

Who are Ergoflex?

We are the UK’s original premium mattress in a box brand, established in 2006. We pioneered the business model used by this part of the mattress industry today. Read more on Our Story.

How do I get in touch with Ergoflex?

We’re available on sales@ergoflex.co.uk , 0800 024 122 during normal office hours, or via our webform.

Why doesn’t Ergoflex have any displays in shops?

A key part of our original aim was transforming the traditional mattress-buying process, which we knew was not working for the customer. By avoiding physical shops we’re able to avoid the many overheads that come with them, and we’re able to pass those savings onto our customers. All of our main competitors, directly following our lead, began with the same approach but none have maintained it.

I’ve seen lots of similar mattress brands advertising on TV and elsewhere, why haven’t I seen Ergoflex?

We don’t use venture capital and outside shareholder investment to fund big budget marketing campaigns, as this expenditure always ends up costing the customer. In fact, since day one we’ve found that the best marketing for our product and brand comes from happy customers. Take a look at our reviews for some examples.

Our Mattress

What makes the Ergoflex mattress a better choice?

Ergoflex is the UK’s original mattress in a box brand, and we have earned a reputation for high quality products and customer service in the thirteen years we’ve been around. Our mattress is considerably higher material specification than any competitor in this price range. We remain the only brand in this sector that has been trading longer than our warranty period, which is testament to our mattresses living up to our promises in the real world.

Why should I buy an Ergoflex when I can’t try it?

We know it’s a big decision to buy a mattress online without trying it first. That’s why we offer a risk-free 30-day home trial for peace of mind, along with a 10-year guarantee. This way you can fully assess the benefits of the Ergoflex™ in the comfort of your own home to ensure satisfaction and compatibility with a product that you will live with for the next decade. Our home trial offers a far superior demonstration of the mattress than you could ever get at an in-store showroom, what better way is there to test a mattress than sleeping on it? Finally, we know our products last the distance, as we've been around since 2006.

Why is there only one Ergoflex mattress?

We have meticulously developed the Ergoflex® 5G to provide an optimum level of support and find that it performs for the vast majority of people, regardless of body type and sleeping style. Most of our competitors began with a similar approach, before both changing the materials and composition of their mattress and introducing different, contradictory models. We haven’t done this, because we know our mattress is the best.

How can the Ergoflex mattress come in such a compact box?

Every Ergoflex™ mattress is compression-packed, vacuum-sealed and rolled, enabling it to be safely and efficiently shipped in a compact box. This approach offers several benefits to the customer – it’s easier to manoeuvre into your bedroom when received, and it’s far more cost-effective to ship with savings that are reflected in the product price. It’s no surprise that this approach has been adopted by many other mattress retailers since Ergoflex™ introduced it in the UK in 2006.

What is memory foam density and why does it matter?

Density is a factor that effectively determines how a mattress will feel, perform and last. Density rating is a measurement of how much visco-elastic memory foam is in the top layer, or comfort layer, of a mattress. A higher density memory foam, at an optimum depth and working with other premium material layers, delivers outstanding support and pressure relief. It also lasts longer. Lower density memory foam cannot provide the same performance or comfort, and also wears out faster. Ergoflex mattresses have the highest rating of true high-density memory foam in this price range, by a considerable margin. Read more on our Buyers Guide.

Why do memory foam mattresses vary so much in price?

Differences in material quality and mattress performance, as well as manufacturing techniques typically contribute to the variation in prices of memory foam mattresses. In reality, the huge differences in quality and performance between memory foam mattresses at the lower and upper end of the market all but makes them completely different products that can’t credibly be compared against each other. Many cheaper mattresses sold as memory foam don’t contain any memory foam material whatsoever. See our Buyers Guide for more information on how memory foam mattresses can differ enormously.

How does the Ergoflex compare to an inner spring mattress?

Traditional inner spring mattresses, whether pocket spring or coil/Bonnell spring, are made up of metal coils designed to support the weight of your body. While there is a huge variation in the quality and performance of spring mattresses it’s a fact that their support is limited to where the springs are positioned. This leaves parts of the body unsupported, and that the support offered by those springs will invariably decrease over time. Ergoflex™ memory foam mattresses offer a body-cradling surface that provides consistent support to all areas of the body that come into contact with it, delivering pressure-relief from top to toe. This means that no part of the body goes unsupported, the level of support is superior and it’s quicker and easier to find a comfortable sleeping position in which to achieve deep, restful sleep for the entire night.

How long does the Ergoflex mattress last?

The high-quality materials used in the Ergoflex™ 5G ensures years of optimum performance. We’re supremely confident of this, as demonstrated with our 10-year guarantee on every mattress. This warranty has been tried-and-tested in the real world, with real customers since 2006. No other memory foam mattress-in-a-box brand can make this claim. In fact, many of our customer reviews are from those who have actually had their Ergoflex mattresses for a number of years.

I get warm at night, will the Ergoflex be right for me?

Although memory foam mattresses have the ability to retain body heat more efficiently than standard mattresses due to their composition, Ergoflex memory foam mattresses have an open cell structure to allow air to circulate freely through their layers. Every Ergoflex 5G comes with a unique Cool-Sleep airflow layer to assist temperature regulation, and the all-new TENCEL® outer cover is highly breathable with unrivalled moisture wicking attributes when compared to natural cotton or high-tech synthetic fabrics. We have also introduced our new TUNDRA® thermoregulating protector, which uses advanced phase-change materials to create a comfortable sleeping temperature.

Is the Ergoflex certified?

Every Ergoflex mattress is fully compliant with UK BS 5852 & BS 7177 safety standards, as well as being certified to Certi-Pur® & OKEO-TEX® 100 International standards.

I need more information to make a decision, where can I find that?

No problem, take a look at our mattress page or Buyers Guide, or feel free to call our specialist customer service team on 0800 024122 with any specific questions you might have that aren’t answered on our website.

Ordering & Delivery

What happens when I place an order online?

We have made every effort to make the online order process as simple and convenient as possible. When you complete your online purchase you will receive an automatic email receipt. Once your purchase has been fully confirmed, you will receive another email from Ergoflex™ that confirms the delivery date that you have selected, or any alternative delivery arrangements. Please note that optional delivery dates are only available for customers in the majority of mainland UK.

What happens when I place an order over the phone?

We know that online ordering isn't convenient for everyone, so we have made it just as easy to place orders over the phone. Our order line is available on 0800 024 1122. When placing an Ergoflex™ memory foam mattress order over the phone, the same confirmation processes apply as ordering online. However, the order will not be processed and confirmed for up to 24 hours, so the delivery and confirmation emails will be delayed slightly compared with online checkout.

Can I choose a delivery time and date?

When you place an order on the website, you can select a convenient delivery date of your choice. For customers residing in majority of mainland UK, online orders placed for items in stock, before 2pm, Monday to Thursday, will be delivered the following day. If this is inconvenient, you can choose a future delivery date during the checkout process.

When ordering an item that is out of stock, the estimate consignment arrival date is clearly indicated in a red box on the mattress detail page.

Ergoflex™ uses an external courier company for deliveries, therefore we cannot guarantee delivery on the exact specified date. However, our courier currently provide a 98% successful delivery rate.

Is the mattress size I want currently in stock?

The mattress purchase page shows the availability of each mattress in the range, and a notification will appear if a particular size is out of stock. Mattresses can be pre-ordered for delivery with the next consignment, and expected dates will be indicated at this stage.

Will the courier bring my Ergoflex inside my property?

Our carrier's insurance policy only permits the delivery person to carry your item/s to your front door. If you live in a high-rise building, then delivery will be made to the first front door of the building. We do however offer a white glove service should you require delivery to a room of your choice, however there is a charge for this service and delivery can take a little longer.

I live in a multi-storey building, will the courier deliver to my property?

Due to insurance policy reasons our couriers are only permitted to deliver your item(s) to the front door of your building. Every Ergoflex™ mattress is delivered vacuum-packed in order to be as easily manoeuvred as possible.

What if I miss the delivery?

If for any reason you are not at home when the courier tries to deliver, they will leave a card with details of the consignment and how to contact the courier and arrange for re-delivery or, if it is easier, to collect from their depot. Alternatively, if possible, leave a signed note on your front door instructing the courier to leave the item with a neighbour. We are unable to leave goods which are unsigned, for insurance reasons. Please contact the depot within 24hrs, as your goods will be shipped back to Ergoflex™.

Do Ergoflex take my old mattress away?

As Ergoflex use an external delivery contractor we currently are unable to remove your old mattress. This results in savings that we pass directly on to the customer. However, if you contact your local borough council, we’re sure they will collect & dispose of your old mattress for you.

Installation & Usage

How do I unbox and install the mattress?

We advise that you open the box and remove the mattress, keeping it within the plastic wrapping, as this makes it easier to carry the mattress to the room you plan to use it in. If you plan to open and install your mattress at a later date, we recommend keeping it compression packed for a maximum period of 4 weeks from initial delivery.

It is advisable to take the mattress into the room it is to be used in, and position on the bed base, prior to opening the plastic cylindrical packaging. (Once this is removed, the mattress will unfurl and become more difficult to carry.) Please take great care in opening the plastic mattress packaging, if using a knife or sharp implement it is important to ensure you do not cut or nick the mattress itself.

Once you have removed the first layer of plastic packaging the mattress will unfurl. On opening the second layer of vacuum-sealed packaging, the mattress will immediately start the process of recovering to its natural depth and shape.

Which type of bed base should I use?

Ergoflex™ memory foam mattresses can be safely used with most types of bed, even adjustable electrics or divans. We would however advise that whilst it is ok to use Ergoflex™ memory foam mattresses with a slightly sprung bed base or a base with curved, convex slats it will perform better on a completely flat, stable platform.

If using on a slatted bed base please ensure the slats are no wider than 3 inches apart, in order to maintain the integrity of the base layer and ensure suitable breathability.

Which type of bed base should I avoid?

There are a small number of bed bases that are not compatible with the Ergoflex mattress, which we categorically advise against using.

These are slatted bases with slats positioned wider than 3 inches apart, and platform surfaces including plywood, fibreboard (MDF) or similar board materials. We also strongly advise against using the mattress directly on the floor as this prevents essential breathability and airflow.

Using an incompatible bed base will damage the materials of the mattress, negatively affect performance and void the warranty. If you’re unsure about whether your existing bed base will be compatible with the Ergoflex mattress please get in touch prior to placing your order and we can accurately advise on suitability.

Does the Ergoflex work on an adjustable bed?

Yes, Ergoflex mattresses work with most types of bed base including adjustable. However, please double-check the dimensions of your adjustable bed prior to ordering an Ergoflex mattress – many UK models are 6ft 6” (90cm x 200cm), whereas UK standard single mattresses are 6ft 3” (90cm x 190cm).

Can I use the Ergoflex on the day I get it?

Yes. The recovery process takes a maximum of four hours, and the mattress is fine to use on the day it is unpackaged.

Is there a memory foam odour with Ergoflex?

Yes, as with all such mattresses, there is an initial memory foam odour on opening the packaging for the first time. While some people find this unpleasant, it is entirely safe, normal and to be expected. It is also amplified to some extent with the vacuum-sealed packaging, which is air-tight. The odour naturally dissipates when the mattress is exposed to air and, depending on the ventilation of the room, usually dissipates significantly during the mattress recovery period (four hours). If required, the mattress outer cover can be removed and machine-washed prior to use.

All Ergoflex mattresses are manufactured to UK BS5852 and BS7177 safety standards and have Certi-Pur® and OKEO-TEX® 100 certification for complete peace of mind.

Can I use an electric blanket on the Ergoflex?

No. The Ergoflex mattress is temperature sensitive, meaning that the visco-elastic memory foam reacts to your body heat to provide contoured support. Excessive heat from an electric blanket could irrevocably deform the memory foam and damage key attributes of its performance.

Is there a maximum weight limit?

To ensure ongoing maximum performance from your Ergoflex™ mattress and longevity of use, we recommend as a precaution that the mattresses are suitable for persons up to 18 stones in weight (approx. 114 kg or 252 lbs) or 30 stones for combined weight (approx. 190 kg or 420 lbs). If you do exceed this weight and would like to purchase an Ergoflex™ mattress, please contact our sales team direct for advice.

Caring For Your Mattress

Do I have to flip the Ergoflex?

No. Unlike sprung mattresses that require occasional flipping to delay spring failure, Ergoflex mattresses are designed to be laid one side up, with the visco-elastic memory foam layer at the top, and the base layer at the bottom.

Should I rotate the Ergoflex?

We recommend that you rotate your Ergoflex™ mattress (head-to-toe) through 180° every month for the first 6 months of ownership and every three months thereafter, in order to aid longevity of the memory foam performance and ensure even wear across the sleep surface.

Can I wash the Ergoflex?

Due to its complex composition, we don't recommend washing an Ergoflex™ memory foam mattress. However our TENCEL® outer cover can be removed and machine washed at 30° and line-dried or tumble dried on a low heat setting for optimum hygiene and comfort. If you're particulary concerned about liquid damage to your Ergoflex, we recommend the Ergoflex-LIFE or Ergoflex-LIFE TUNDRA mattress protectors, fully waterproof and breathable covers made from micro-fine TENCEL material and the only such products specifically designed to work with the Ergoflex mattress.

How do I keep my Ergoflex free from dust mites and bed bugs?

Dust mites feed off discarded skin cells which can accumulate in a mattress core, while bed bugs are parasites that feed on blood. Standard sprung mattresses have a hollow core, which provide what amounts to a breeding ground for the bugs and mites. Ergoflex™ memory foam mattresses have a solid core, with layered materials that offer a far-less attractive place for dust mites and other foreign matter. Most importantly, all Ergoflex memory foam mattresses are anti allergenic. This ensures both the mattress and the outer cover are hypo-allergenic and anti-microbial - free of dust mites, allergens and friendly for asthmatics.

Trial, Returns & Warranty

How does the risk-free home trial work?

We want you to be completely confident when ordering a mattress from Ergoflex, so we offer a risk-free thirty-day trial period for complete peace of mind. While most people fall in love with their Ergoflex after a night or two, some (for instance those who are accustomed to traditional pocket spring mattresses) may take a little longer to adjust to the specific support that high density memory foam provides. So, as part of the trial we ask that you try the mattress for twenty-one nights to allow your body to properly adjust. In the very unlikely event that you don’t get on with your mattress after that time, simply contact us within thirty days of receipt and we’ll organise a free return, then refund your purchase price.

Some exclusions apply, see terms and conditions page for details.

What happens if I decide not to keep my Ergoflex?

In the highly unlikely event that you decide to return your Ergoflex mattress, simply get in touch before the end of the thirty-day home trial and we will facilitate a pick-up and refund. And no, you don’t need to put it back in the box!

How does the ten-year warranty work?

We’re supremely confident in our mattress, which is why it is guaranteed against any defects in materials or workmanship for ten years. Ergoflex launched in 2006, meaning that our mattresses have been with customers for well over a decade, so we know we can deliver on our promises. Find out more on the guarantee page. Please be sure to register your mattress guarantee within thirty days of receipt.

All mattress in a box brands offer ten-year warranties, what makes Ergoflex’s different?

Ergoflex is the only such brand that has been around longer than the ten-year warranty period, by a significant distance, so we know that our mattresses live up to our promises in the real world. The longevity and durable performance of our mattress is due in no small part to our use of premium materials, including true high density visco-elastic memory foam – which is the highest-grade found in any mattress at this price range. By using only premium materials we’re ensuring that Ergoflex customers get a better performing mattress, and that it will last longer than mattresses using lesser materials.

Exclusions

The 30-day home trial and free return service is limited to one return per household.

Returned mattresses must be in original condition, and photographic evidence may be required before a collection can be processed. Any mattress that is returned in a noticeably damaged or soiled state may not be processed.

Our 30-day home trial and free returns service covers the majority of the UK mainland. Unfortunately due to logistical restrictions we’re not able to offer the service to Northern Ireland, Northern Scotland, the Republic of Ireland, the Channel Islands, the Isle of Wight and the Isle of Man. For returns from these areas, please contact us for details.

The 30-day home trial and free returns service is not available to any business or commercial entity, including but not limited to the hospitality industry, landlords or any party with associations to any company in the mattress and/or bedding industry. We also reserve the right to decline the service should we reasonably suspect that the offer is being abused.

The 30-day home trial and free return service is limited to the Ergoflex™ mattress range, and does not include pillows or mattress protectors.

In scenarios where an incorrect sized mattress has been purchased and an exchange is required, a collection fee will still apply. This is not covered by the home-trial offer.

Our Pillow & Protectors

Is the Ergoflex pillow guaranteed?

Yes, the pillow is guaranteed against defects of workmanship or materials for a period of two years. Returns period is 14 days.

Does the Ergoflex pillow fit into a standard pillow case?

Yes. The Ergoflex™ pillow is a standard size measuring 65cm x 45cm. It will however perform better in a large pillowcase that provides ample room for it to move and shape to the contours of the neck and head. All memory foam products need good air circulation to correctly mould to your body, so we recommend using a slightly larger pillowcase where possible to ensure optimum performance.

Are Ergoflex protectors guaranteed?

Yes, Ergoflex-LIFE protectors are guaranteed against defects of workmanship or materials for a period of two years. Returns period is 14 days, however we cannot accept returns once the protector has been opened, for hygiene reasons.

Call Us

customersupport@ergoflex.co.uk

0800 0241122