Terms of service

If you would like a printed copy of our Terms & Conditions please contact us by email or by writing to us at our registered address. These Terms & Conditions are subject to changes and may change at any time without prior notification.

Please note we do not share details with any 3rd parties.

The Mattress Studio Terms and Conditions

Effective: 23rd July 2026

1. General

1.1 These terms and conditions apply to all orders placed on our website (www.themattressstudio.com), by email to hello@themattressstudio.com, and any direct orders accepted by us.

1.2 If you do not agree with any part of these Conditions, you should stop using the website immediately and not place an order with The Mattress Studio.

1.3 By placing an order with us, you are agreeing to abide by these Conditions. Please read them carefully and contact our Customer Service team if you have any questions.

1.4 These Conditions do not affect your statutory rights as a consumer under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

1.5 Any branded products that are sold via this website including any images, logos, and trademarks associated with these products are the sole property of their respective companies.

1.6 We reserve the right to amend these Conditions. The Conditions in force at the time you place your order will apply to that contract.

2. Information About Us and How to Contact Us

2.1 We are The Mattress Studio Ltd, a company registered in England and Wales (referred to as “we”, “us”, and “our” in these Conditions).

• Registered office / Address: 23 Porters Wood, St Albans, Hertfordshire, AL3 6PQ
• Company Registration Number: 17311072
• VAT Registration Number: 523720906

2.2 You can contact our Customer Service team by email at hello@themattressstudio.com, Monday–Saturday (10.00am–5.00pm).

2.3 If we need to contact you, we will do so by email or by writing to you at the postal address you provided.

3. Orders – Making a Contract with Us

3.1 When you place an order, you are making an offer to buy our products. We will send you an order acknowledgment email. Your order is accepted only when we send a formal order confirmation email.

3.2 Once we send the confirmation email, a binding contract is formed. If you notice any errors on the confirmation email, you must inform us immediately.

3.3 If we are unable to accept your order, we will inform you, and you will not be charged (or refunded in full if already paid). This may occur if the product is out of stock, due to unexpected resource limits, or if we identify a pricing error.

3.4 Orders may be placed through our website or directly via email.

3.5 We only accept orders for delivery within the United Kingdom.

3.6 If there are any problems with your order, we aim to contact you as soon as possible.

3.7 If you request a change to your order, please contact us immediately. We will confirm if it is possible and inform you of any changes to price or delivery.

4. Our Products and Safety Compliance

4.1 Products are categorized as either:

• Made to Measure Products: (custom sizes, bespoke specifications, or non-stock items tailored to customer choices)
• Standard Products: (regular stock items listed on our website)

4.2 Fire Safety Compliance: All furniture, beds, headboards, divans, and mattresses supplied by us strictly comply with the UK Furniture and Furnishings (Fire) (Safety) Regulations 1988 (as amended) and British Standard BS 7177 (Specification for resistance to ignition of mattresses, mattress pads, divans and bed bases).

4.3 Images are for illustration only. We have made every effort to display colours and dimensions accurately; however, colours, fabrics, and finishes may vary slightly due to screen displays and manufacturing batches.

4.4 Small variations in ticking (ticking refers to the fabric used on the outside of a mattress or pillow) and fabric batch dye may occur.

4.5 Responsibility for Dimensions and Base Suitability:

• You are responsible for ensuring all measurements are suitable for your needs and that the product will fit through access routes (stairs, halls, doorways).
• For Made to Measure Products, you must ensure all dimensions provided are correct. We accept no liability for incorrect customer measurements or access issues.
• Slatted Base Compatibility: Where a mattress is placed on a slatted bed base, the gap between individual slats must not exceed 7.5 cm (3 inches). Placing a mattress on a slatted frame with gaps exceeding 7.5 cm, or on a damaged or unsuitable base, may cause structural failure or dipping in the mattress. Damaged caused by an unsuitable or non-compliant bed base will void any warranty or right of return.

4.6 Mattress dimensions may vary by up to three centimetres (3 cm) in length, width, and depth due to the handmade nature of the product. This variation is considered normal manufacturing tolerance and is not a fault.

4.7 Ottoman Bed Safety: Ottoman storage beds operate under gas-lift hydraulic mechanisms. Customers must never operate or attempt to open/close the Ottoman mechanism without a mattress placed on top. Operating the mechanism without the weight of a mattress may cause rapid release, injury, or damage to the mechanism.

4.8 Made to Measure items are non-returnable and non-refundable unless faulty or misdescribed (see Clause 12).

4.9 Manufacturers may change fabric covers without notice provided the replacement cover is of equal or superior quality.

4.10 Comfort ratings (e.g., Soft, Medium, Firm) are subjective guidance only and cannot be relied upon as a contractual warranty or used as a reason for return.

4.11 Items described as divan sets or divan beds do not include drawers or headboards unless expressly stated. Pillows, bedding, and accessories shown in images are for display only.

4.12 In the event of a product displayed with an incorrect price, we reserve the right to cancel the order. If the pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums paid, and require the return of any Products provided to you.

5. Price and Payment

5.1 The price of the Product (which includes VAT at the prevailing rate) will be as listed on our website or confirmed in writing.

5.2 Discounted items cannot receive further promotional discounts unless expressly authorised.

5.3 Full payment is taken at the time the order is accepted and the contract is formed (see Clause 3).

5.4 We accept payment via major credit/debit cards (including Visa, Delta, and MasterCard) and authorised payment processors.

5.5 Payments must be made from a UK-registered account.

5.6 All billing information given must match those held by the issuing bank. Failure to supply correct information may lead to order delays or cancellation. Your order will only be processed once payment has been authorized.

6. Availability

6.1 All products are subject to availability and may be withdrawn at any time.

6.2 If a product becomes unavailable after your order is accepted, we will refund any amounts paid or transfer your payment to an alternative product (at your option).

6.3 Stated lead times for non-stock items are estimates only and are not guaranteed. We will aim to notify you as soon as reasonably possible if a delay occurs.

7. Risk and Title

7.1 The Product becomes your legal responsibility from the time we deliver the Product to the delivery address provided.

7.2 Ownership of the Product passes to you once we have received full payment and the Product has been delivered.

8. Deliveries & Old Mattress Disposal

8.1 Items remain the property of The Mattress Studio until delivered and signed for.

8.2 Delivery is chargeable on all items unless otherwise stated.

8.3 Additional charges may apply for express, weekend, or out-of-area delivery (as specified at the time of order).

8.4 All delivery times are estimated and cannot be guaranteed. Delays outside our reasonable control will be communicated where possible. We advise you not to dispose of existing items until you have received your order. We are not liable for any third-party costs incurred due to delayed delivery.

8.5 Standard delivery is a two-person service to the room of your choice. Express or out-of-area deliveries may be a one-person threshold delivery to your front door.

8.6 Delivery Access and Property Protection: You must ensure that the delivery route to the room of choice is clear and free from obstructions or fragile items. We cannot accept liability for damage to light fittings, ceilings, walls, paintwork, or floorings caused by restricted access or obstacles within the property. If accidental damage is caused solely by our delivery team where clear access was provided, please contact us immediately.

8.7 All bed frames and products that require customer self-assembly unless assembly services have been formally purchased.

8.8 Failed Delivery: If a delivery attempt fails because you are not present at the agreed time and date, the goods will be returned to our warehouse, and a re-delivery fee will apply.

8.9 Mattress Recycling Service (Hygiene Conditions): Where mattress recycling services are offered and purchased, all mattresses for disposal must be unmade, dismantled, dry, and presented in a clean and hygienic condition. We reserve the absolute right to refuse removal of any old mattress or bed that is heavily soiled, wet, or suspected of pest contamination (e.g. bed bugs) due to health and safety regulations for our courier staff. In such events, takeaway fees are non-refundable.

9. Faulty Items and Warranty Claims

9.1 If you believe your item has a manufacturing defect, please email photos to hello@themattressstudio.com including:

• A full photograph of the product
• A clear close-up photograph of the fault
• A description of the issue and order details

9.2 After 12 months from purchase, manufacturers may charge an assessment or handling fee for inspection or repairs.

9.3 If a manufacturing fault is confirmed under standard domestic use, the item will be repaired or replaced like-for-like at our discretion.

10. Mattress Adjustment Period

10.1 It can take between 14 nights and 2 months for your body to adjust to a new ergonomic sleeping surface. Initial discomfort is normal, and we recommend sleeping on a new mattress for at least 30 consecutive nights.

11. Cancellation, Returns & Hygiene Restrictions

11.1 Standard Product Right to Cancel (Change of Mind):

• Under the Consumer Contracts Regulations 2013, you have the right to cancel standard orders within 14 days of delivery.
• Items must be unused, unassembled, and in their original packaging.
• Return transport costs are your responsibility unless the item is faulty. We can arrange collection on your behalf for a fee (advised prior to collection).

11.2 Made to Order Exclusions: Custom bases, custom sizes, bespoke fabric choices, ottomans, and made-to-measure headboards cannot be returned or cancelled once production has commenced, unless faulty or misdescribed.

11.3 Hygiene Exclusion (Unsealed Mattresses): Under Regulation 34(5) of the Consumer Contracts Regulations 2013, mattresses, mattress toppers, and pillows are classified as hygiene-sensitive products. Any mattress, topper, or pillow that has been unsealed, unwrapped, or slept on cannot be returned or refunded unless it is confirmed to be structurally faulty.

11.4 Inspection Upon Delivery: You must inspect items at the time of delivery. Any visible transit damage or outer packaging issues must be noted on the delivery note or reported to hello@themattressstudio.com within 48 hours of delivery along with photographic evidence.

11.5 Goodwill Mattress Exchange: If we agree in writing to a one-time goodwill comfort exchange:

• You must pay any price difference if the replacement model is higher in value.
• If the replacement is lower in value, no cash refund will be given, and a credit note will be issued for the difference at our discretion.
• Re-delivery and collection fees will apply.

12. Limitation of Liability

12.1 Nothing in these Conditions shall limit or exclude our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation, or any liability which cannot be limited or excluded under UK law.

12.2 Subject to Clause 12.1, The Mattress Studio Ltd shall not be liable to you, whether in contract, tort (including negligence), statutory duty, or otherwise, for any indirect or consequential loss, loss of profit, loss of earnings, or third-party disposal/assembly costs arising under or in connection with the contract.

12.3 Our total aggregate liability to you in respect of all losses arising under or in connection with any contract shall in no circumstances exceed the total price paid by you for the Product(s) under the relevant order.

13. Personal Data & Statutory Rights

13.1 We process personal information in strict accordance with UK GDPR and the Data Protection Act 2018. For details, please review our Privacy Policy at www.themattressstudio.com/privacy-policy.

13.2 Nothing in these Conditions affects your statutory rights under English Law. Contracts formed with us shall be governed by and construed in accordance with the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction