FAQs | Delivery, Finance, Warranty & Returns | Belsogno
Belson Beds - Frequently Asked Questions
How do I choose the right mattress for my needs
Selecting the perfect mattress is a deeply personal choice that depends on several factors unique to you. Your sleeping position, body weight, and any specific comfort preferences all play crucial roles in determining which mattress will provide you with the most restorative sleep.
At Belson Beds, we offer a variety of mattress types to cater to different needs:
Memory Foam Mattresses: Exceptional for pressure relief and body contouring, ideal if you suffer from joint pain.
Pocket Sprung Mattresses: Offering excellent support with individual springs that move independently, reducing partner disturbance.
Hybrid Mattresses: Combining the best of both worlds with supportive springs and comfort layers of memory foam or latex.
Orthopaedic Mattresses: Specifically designed with firmer support to promote proper spinal alignment.
Not sure which is right for you? Our sleep experts are always available to provide personalised guidance based on your specific requirements.
At Belson Beds, we offer a variety of mattress types to cater to different needs:
Memory Foam Mattresses: Exceptional for pressure relief and body contouring, ideal if you suffer from joint pain.
Pocket Sprung Mattresses: Offering excellent support with individual springs that move independently, reducing partner disturbance.
Hybrid Mattresses: Combining the best of both worlds with supportive springs and comfort layers of memory foam or latex.
Orthopaedic Mattresses: Specifically designed with firmer support to promote proper spinal alignment.
Not sure which is right for you? Our sleep experts are always available to provide personalised guidance based on your specific requirements.
What bed frame materials do you offer, and how do they differ?
We pride ourselves on offering premium bed frames crafted from high-quality materials, each with distinct characteristics:
Solid Wood Frames: Timeless appeal with exceptional durability. Our oak, pine, and walnut options bring natural warmth and character to any bedroom.
Metal Frames: Contemporary styling with robust construction. Perfect for modern interiors where clean lines and durability are priorities.
Upholstered Frames: Luxurious comfort with plush fabrics. Available in premium velvet, linen, and faux leather finishes that transform your bedroom into a sanctuary.
Ottoman Frames: Stylish solutions with integrated storage. Ideal for maximising space in urban homes without compromising on elegance.
The choice between these materials comes down to your aesthetic preference, durability requirements, and how the frame complements your existing bedroom décor.
Solid Wood Frames: Timeless appeal with exceptional durability. Our oak, pine, and walnut options bring natural warmth and character to any bedroom.
Metal Frames: Contemporary styling with robust construction. Perfect for modern interiors where clean lines and durability are priorities.
Upholstered Frames: Luxurious comfort with plush fabrics. Available in premium velvet, linen, and faux leather finishes that transform your bedroom into a sanctuary.
Ottoman Frames: Stylish solutions with integrated storage. Ideal for maximising space in urban homes without compromising on elegance.
The choice between these materials comes down to your aesthetic preference, durability requirements, and how the frame complements your existing bedroom décor.
What mattress sizes are available?
We offer all standard UK mattress sizes to ensure you find the perfect fit for your space:
Single: 90cm x 190cm(3’0" x 6’3")
Small Double: 120cm x 190cm(4’0" x 6’3")
Double: 135cm x 190cm(4’6" x 6’3")
King: 150cm x 200cm(5’0" x 6’6")
Super King: 180cm x 200cm(6’0" x 6’6")
We also provide European sizes and custom dimensions for those with specific requirements. Just reach out to our customer service team for bespoke options.
Single: 90cm x 190cm(3’0" x 6’3")
Small Double: 120cm x 190cm(4’0" x 6’3")
Double: 135cm x 190cm(4’6" x 6’3")
King: 150cm x 200cm(5’0" x 6’6")
Super King: 180cm x 200cm(6’0" x 6’6")
We also provide European sizes and custom dimensions for those with specific requirements. Just reach out to our customer service team for bespoke options.
How firm should my mattress be?
Finding the right firmness is essential for quality sleep. While personal preference plays a significant role, your body weight and sleeping position should guide your decision:
Soft to Medium: Ideal for side sleepers and those under 11 stone (70kg), providing gentle cushioning for shoulders and hips.
Medium to Medium-Firm: Perfect for combination sleepers who change positions throughout the night and those between 11-16 stone (70-100kg).
Firm to Extra Firm: Best suited for back and stomach sleepers and those over 16 stone (100kg), offering enhanced support for proper spinal alignment.
Remember: The perfect mattress should contour to your body while supporting your spine in a neutral position.
Soft to Medium: Ideal for side sleepers and those under 11 stone (70kg), providing gentle cushioning for shoulders and hips.
Medium to Medium-Firm: Perfect for combination sleepers who change positions throughout the night and those between 11-16 stone (70-100kg).
Firm to Extra Firm: Best suited for back and stomach sleepers and those over 16 stone (100kg), offering enhanced support for proper spinal alignment.
Remember: The perfect mattress should contour to your body while supporting your spine in a neutral position.
How does your delivery service work?
We understand that receiving your new bed or mattress should be as effortless as possible. Our white-glove delivery service ensures your purchase arrives safely and conveniently:
Nationwide Coverage: We deliver to all mainland UK addresses, with special arrangements available for remote locations.
Delivery Timeframes: Standard delivery within 5-7 working days for in-stock items, with premium next-day delivery available on select products.
Room of Choice: Our trained delivery team will place your items in your chosen room, not just at your doorstep. * at an extra cost
Time Slot Notifications: You’ll receive a courtesy call 24 hours before delivery and a morning call with a 2-hour delivery window.
For larger items like bed frames and divans, we recommend ensuring adequate access to your property before delivery day.
Nationwide Coverage: We deliver to all mainland UK addresses, with special arrangements available for remote locations.
Delivery Timeframes: Standard delivery within 5-7 working days for in-stock items, with premium next-day delivery available on select products.
Room of Choice: Our trained delivery team will place your items in your chosen room, not just at your doorstep. * at an extra cost
Time Slot Notifications: You’ll receive a courtesy call 24 hours before delivery and a morning call with a 2-hour delivery window.
For larger items like bed frames and divans, we recommend ensuring adequate access to your property before delivery day.
How should I prepare for my delivery?
To ensure a smooth delivery experience, we recommend:
• Clear Access: Ensure there’s a clear path from your entrance to the room of choice
• Measure Doorways: Check that all doorways and staircases can accommodate your new items • Remove Old Bedding: If possible, dismantle and remove your old bed before delivery day
• Be Available: Ensure someone over 18 is present to accept delivery
If you’re concerned about access issues, please contact us before placing your order so we can advise on the best options for your situation.
• Clear Access: Ensure there’s a clear path from your entrance to the room of choice
• Measure Doorways: Check that all doorways and staircases can accommodate your new items • Remove Old Bedding: If possible, dismantle and remove your old bed before delivery day
• Be Available: Ensure someone over 18 is present to accept delivery
If you’re concerned about access issues, please contact us before placing your order so we can advise on the best options for your situation.
What payment methods do you accept?
We offer flexible payment options to suit your preferences:
• Credit/Debit Cards: All major cards including Visa, Mastercard, and American Express
• PayPal For fast, secure online payments
• Bank Transfer: Details provided upon request for larger purchases
• Apple Pay/Google Pay: For convenient mobile transactions
All payments are processed through secure, encrypted systems to protect your financial information.
• Credit/Debit Cards: All major cards including Visa, Mastercard, and American Express
• PayPal For fast, secure online payments
• Bank Transfer: Details provided upon request for larger purchases
• Apple Pay/Google Pay: For convenient mobile transactions
All payments are processed through secure, encrypted systems to protect your financial information.
Do you offer finance options?
Absolutely! We understand that quality bedding is an investment in your wellbeing, which is why we’ve partnered with trusted finance providers to offer flexible payment plans:
• Interest-Free Credit for 6 or 12 months on orders over £500
• Low-Interest Options spreading payments over 24, 36, or 48 months
• Quick Approval Process with instant decisions in most cases
• No Early Repayment Fees if you choose to settle your balance sooner
To apply, simply select the finance option at checkout and complete our straightforward application form. You’ll need to be over 18, a UK resident, and in employment to qualify.
• Interest-Free Credit for 6 or 12 months on orders over £500
• Low-Interest Options spreading payments over 24, 36, or 48 months
• Quick Approval Process with instant decisions in most cases
• No Early Repayment Fees if you choose to settle your balance sooner
To apply, simply select the finance option at checkout and complete our straightforward application form. You’ll need to be over 18, a UK resident, and in employment to qualify.
What is your returns policy?
Your satisfaction is our priority, which is why we offer a comprehensive returns policy:
• 14-Day Return Window for bed frames and mattresses
To initiate a return, simply contact our customer service team with your order number. All returned items must be in their original condition with all tags and packaging intact.
Please note: For hygiene reasons, mattresses can only be returned if they’ve been protected with a mattress protector during the trial period.
• 14-Day Return Window for bed frames and mattresses
To initiate a return, simply contact our customer service team with your order number. All returned items must be in their original condition with all tags and packaging intact.
Please note: For hygiene reasons, mattresses can only be returned if they’ve been protected with a mattress protector during the trial period.
How does your warranty work?
We stand firmly behind the quality of our products. Every Belson Beds purchase comes with comprehensive warranty protection:
• Mattresses: 5-10 year warranty depending on the model, covering manufacturing defects and abnormal deterioration
• Bed Frames: 5-year structural warranty ensuring your frame remains sturdy and reliable
• Divans: 5-year warranty on the base structure and mechanisms
• Accessories: 1-2 year warranty depending on the item
Our warranties cover:
• Structural defects
• Excessive sagging or indentation (typically measuring more than 25mm)
• Spring or mechanism failures • Frame breakage under normal use
Warranties don’t cover:
• Normal wear and tear
• Accidental damage or misuse
• Issues caused by improper support or care
• Comfort preference changes
To make a warranty claim, simply contact our customer service team with your order details and photos of the issue.
• Mattresses: 5-10 year warranty depending on the model, covering manufacturing defects and abnormal deterioration
• Bed Frames: 5-year structural warranty ensuring your frame remains sturdy and reliable
• Divans: 5-year warranty on the base structure and mechanisms
• Accessories: 1-2 year warranty depending on the item
Our warranties cover:
• Structural defects
• Excessive sagging or indentation (typically measuring more than 25mm)
• Spring or mechanism failures • Frame breakage under normal use
Warranties don’t cover:
• Normal wear and tear
• Accidental damage or misuse
• Issues caused by improper support or care
• Comfort preference changes
To make a warranty claim, simply contact our customer service team with your order details and photos of the issue.
How should I care for my mattress?
Proper care extends the life of your mattress significantly. Follow these guidelines to keep your mattress in optimal condition:
• Rotate Regularly: Turn your mattress 180° every 3-6 months to ensure even wear (unless specifically advised not to)
• Use a Mattress Protector: This creates a barrier against spills, stains, and allergens
• Air Occasionally: Remove bedding and allow your mattress to breathe for a few hours monthly
• Spot Clean Only: Never saturate your mattress with water or cleaning products
• Proper Support: Ensure your mattress is on a suitable base that provides even support
Remember: Most mattresses aren’t designed to be flipped unless specifically labeled as dual-sided.
• Rotate Regularly: Turn your mattress 180° every 3-6 months to ensure even wear (unless specifically advised not to)
• Use a Mattress Protector: This creates a barrier against spills, stains, and allergens
• Air Occasionally: Remove bedding and allow your mattress to breathe for a few hours monthly
• Spot Clean Only: Never saturate your mattress with water or cleaning products
• Proper Support: Ensure your mattress is on a suitable base that provides even support
Remember: Most mattresses aren’t designed to be flipped unless specifically labeled as dual-sided.
How do I clean my upholstered bed frame?
Maintaining your upholstered bed frame’s appearance is straightforward with these simple steps:
• Regular Vacuuming: Use an upholstery attachment to remove dust and prevent it from settling into the fabric
• Immediate Attention to Spills: Blot (don’t rub) any spills immediately with a clean, dry cloth
• Fabric-Appropriate Cleaners: For deeper cleaning, use products specifically designed for your upholstery type
• Professional Cleaning: Consider professional upholstery cleaning every 12-18 months for luxury fabrics
For velvet and delicate fabrics, use a soft brush attachment when vacuuming and avoid harsh chemical cleaners.
• Regular Vacuuming: Use an upholstery attachment to remove dust and prevent it from settling into the fabric
• Immediate Attention to Spills: Blot (don’t rub) any spills immediately with a clean, dry cloth
• Fabric-Appropriate Cleaners: For deeper cleaning, use products specifically designed for your upholstery type
• Professional Cleaning: Consider professional upholstery cleaning every 12-18 months for luxury fabrics
For velvet and delicate fabrics, use a soft brush attachment when vacuuming and avoid harsh chemical cleaners.
Do your mattresses need special foundations?
The right foundation is crucial for both comfort and warranty validity. Our mattresses are designed to work with specific base types:
• Memory Foam & Hybrid Mattresses: Require solid or closely slatted bases with slats no more than 7cm apart to prevent sagging
• Pocket Sprung Mattresses: Perform best on sprung or slatted bases that enhance their responsiveness
• Heavier Orthopaedic Mattresses: Need robust, solid foundations to support their additional weight
Using an incompatible foundation may not only affect comfort but could also invalidate your warranty. If you’re unsure about compatibility, our customer service team is always available to advise.
• Memory Foam & Hybrid Mattresses: Require solid or closely slatted bases with slats no more than 7cm apart to prevent sagging
• Pocket Sprung Mattresses: Perform best on sprung or slatted bases that enhance their responsiveness
• Heavier Orthopaedic Mattresses: Need robust, solid foundations to support their additional weight
Using an incompatible foundation may not only affect comfort but could also invalidate your warranty. If you’re unsure about compatibility, our customer service team is always available to advise.
Are your products environmentally friendly?
We’re committed to sustainable practices and environmentally conscious manufacturing.
Our efforts include:
• Sustainable Wood Sourcing: All wooden frames come from responsibly managed forests
• Eco-Friendly Materials: Many of our mattresses include natural materials like wool, cotton, and plant-based foams
• Reduced Chemical Usage: We’ve minimized the use of chemical flame retardants where possible
• Recyclable Packaging: Our packaging is increasingly recyclable and made from recycled materials
• Long-Lasting Design: We create durable products that won’t need frequent replacement
We’re continuously improving our sustainability practices and welcome customer feedback on this journey.
Our efforts include:
• Sustainable Wood Sourcing: All wooden frames come from responsibly managed forests
• Eco-Friendly Materials: Many of our mattresses include natural materials like wool, cotton, and plant-based foams
• Reduced Chemical Usage: We’ve minimized the use of chemical flame retardants where possible
• Recyclable Packaging: Our packaging is increasingly recyclable and made from recycled materials
• Long-Lasting Design: We create durable products that won’t need frequent replacement
We’re continuously improving our sustainability practices and welcome customer feedback on this journey.
How do your mattresses compare to other premium brands?
While we respect all quality manufacturers, Belson Beds offers distinct advantages:
• Exceptional Value: Our direct-to-consumer model eliminates middlemen, offering premium quality at fair prices
• Handcrafted in the UK: Supporting local craftsmanship and ensuring rigorous quality control
• Tailored Options More customization options than most competitors, allowing you to find your perfect match
• Comprehensive Testing Each design undergoes extensive durability and comfort testing beyond industry standards
• Genuine Customer Service: Real people providing personalized assistance rather than chatbots or scripts
We don’t just aim to match premium competitors – we strive to exceed them in both quality and service.
• Exceptional Value: Our direct-to-consumer model eliminates middlemen, offering premium quality at fair prices
• Handcrafted in the UK: Supporting local craftsmanship and ensuring rigorous quality control
• Tailored Options More customization options than most competitors, allowing you to find your perfect match
• Comprehensive Testing Each design undergoes extensive durability and comfort testing beyond industry standards
• Genuine Customer Service: Real people providing personalized assistance rather than chatbots or scripts
We don’t just aim to match premium competitors – we strive to exceed them in both quality and service.
What makes your mattresses different from cheaper alternatives?
Quality sleep is an investment in your health and wellbeing. Our mattresses differ from budget options in several crucial ways:
• Superior Materials: Higher density foams, premium natural fillings, and tempered steel coils that maintain their properties longer
• Advanced Construction: Multi-layered designs with targeted support zones and careful attention to detail
• Stringent Testing: Every component is tested for durability, ensuring longevity well beyond industry averages
• Healthier Materials: Lower VOC emissions and fewer chemical treatments mean a healthier sleep environment
• Enhanced Comfort Features: Temperature regulation, motion isolation, and edge support technologies
While the initial investment may be higher, the cost per night over the lifespan of our mattresses makes them the economical choice in the long run.
• Superior Materials: Higher density foams, premium natural fillings, and tempered steel coils that maintain their properties longer
• Advanced Construction: Multi-layered designs with targeted support zones and careful attention to detail
• Stringent Testing: Every component is tested for durability, ensuring longevity well beyond industry averages
• Healthier Materials: Lower VOC emissions and fewer chemical treatments mean a healthier sleep environment
• Enhanced Comfort Features: Temperature regulation, motion isolation, and edge support technologies
While the initial investment may be higher, the cost per night over the lifespan of our mattresses makes them the economical choice in the long run.
Can I modify or cancel my order?
We understand that circumstances change, and we aim to be as flexible as possible:
• Pre-Processing Modifications: Orders can usually be modified or cancelled without charge within 24 hours of placement
• Processing Stage Changes: Once your order enters production, modifications may be limited but we’ll do our best to accommodate reasonable requests
• Custom Orders: Bespoke items cannot be cancelled once production has begun
• Delivery Rescheduling: Delivery dates can be changed up to 48 hours before your scheduled delivery without penalty
To request any changes, contact our customer service team with your order number as soon as possible.
• Pre-Processing Modifications: Orders can usually be modified or cancelled without charge within 24 hours of placement
• Processing Stage Changes: Once your order enters production, modifications may be limited but we’ll do our best to accommodate reasonable requests
• Custom Orders: Bespoke items cannot be cancelled once production has begun
• Delivery Rescheduling: Delivery dates can be changed up to 48 hours before your scheduled delivery without penalty
To request any changes, contact our customer service team with your order number as soon as possible.
Do you ship internationally?
Currently, we focus exclusively on the UK market to ensure exceptional service and timely delivery. Our full-service delivery includes:
• Comprehensive coverage across England, Scotland, and Wales
• Special arrangements for Northern Ireland and remote islands
• Dedicated delivery teams trained in handling premium bedding products
This focused approach allows us to maintain our high standards of customer care and delivery quality. We’re considering international expansion for the future, but have no immediate plans to ship beyond the UK.
• Comprehensive coverage across England, Scotland, and Wales
• Special arrangements for Northern Ireland and remote islands
• Dedicated delivery teams trained in handling premium bedding products
This focused approach allows us to maintain our high standards of customer care and delivery quality. We’re considering international expansion for the future, but have no immediate plans to ship beyond the UK.
How can I track my order?
Keeping you informed throughout your purchase journey is important to us:
• Order Confirmation: Immediate email verification when your order is placed
• Processing Update: Notification when your order enters production
• Dispatch Confirmation: Email with tracking details when your order leaves our warehouse
• Delivery Scheduling: Our team will contact you to arrange a convenient delivery date and time slot
• Online Tracking: Access real-time updates through our website using your order number
For custom or made-to-order items, we’ll also provide regular updates on production progress.
• Order Confirmation: Immediate email verification when your order is placed
• Processing Update: Notification when your order enters production
• Dispatch Confirmation: Email with tracking details when your order leaves our warehouse
• Delivery Scheduling: Our team will contact you to arrange a convenient delivery date and time slot
• Online Tracking: Access real-time updates through our website using your order number
For custom or made-to-order items, we’ll also provide regular updates on production progress.
How can I contact your customer service team?
We’re here to help whenever you need us. Our UK-based customer service team can be reached through multiple channels:
• Phone: +44 743 8105145 (Mon-Fri 9am-6pm, Sat 10am-4pm)
• Email: support@belsonbeds.co.uk
• Live Chat: Available on our website during business hours
• Contact Form: For non-urgent inquiries with 24-hour response time
• Social Media: Direct messages @belsonbeds on Facebook , Instagram, and Twitter
For the fastest response, please have your order number ready when contacting us.
• Phone: +44 743 8105145 (Mon-Fri 9am-6pm, Sat 10am-4pm)
• Email: support@belsonbeds.co.uk
• Live Chat: Available on our website during business hours
• Contact Form: For non-urgent inquiries with 24-hour response time
• Social Media: Direct messages @belsonbeds on Facebook , Instagram, and Twitter
For the fastest response, please have your order number ready when contacting us.
How can I provide feedback on my purchase?
Your feedback is invaluable to our continuous improvement. We welcome your thoughts through several channels:
• Post-Purchase Survey: Automatically sent 30 days after delivery
• Product Reviews: Share your experience directly on our product pages
• Customer Satisfaction Calls: Our team may reach out for detailed feedback
• Direct Feedback: Always welcome via email or phone
We actively use customer insights to enhance our products and services, so your honest feedback truly makes a difference.
• Post-Purchase Survey: Automatically sent 30 days after delivery
• Product Reviews: Share your experience directly on our product pages
• Customer Satisfaction Calls: Our team may reach out for detailed feedback
• Direct Feedback: Always welcome via email or phone
We actively use customer insights to enhance our products and services, so your honest feedback truly makes a difference.
Do you offer samples of materials and fabrics?
Absolutely! We understand the importance of seeing and feeling materials before making a significant purchase:
• Free Fabric Swatches: Available for all our upholstered bed frames and headboards * excluding delivery costs
• Mattress Material Samples: Small samples of our key mattress components * excluding delivery costs
Simply request your free samples through our website or customer service team. Samples are typically dispatched within 24 hours and arrive within 3-5 working days.
• Free Fabric Swatches: Available for all our upholstered bed frames and headboards * excluding delivery costs
• Mattress Material Samples: Small samples of our key mattress components * excluding delivery costs
Simply request your free samples through our website or customer service team. Samples are typically dispatched within 24 hours and arrive within 3-5 working days.
What if I have special requirements or need a bespoke solution?
We specialise in catering to unique needs. Our bespoke service can accommodate various requirements:
• Custom Dimensions: Non-standard sizes for unusual spaces
• Specific Height Requirements: Adjusted heights for accessibility or preference
• Split-Tension Mattresses: Different firmness levels on each side for couples
• Special Medical Needs: Solutions for specific health conditions
• Design Modifications: Adaptations of our standard designs to match your vision
Contact our specialist team to discuss your requirements, and we’ll work with you to create the perfect solution.
• Custom Dimensions: Non-standard sizes for unusual spaces
• Specific Height Requirements: Adjusted heights for accessibility or preference
• Split-Tension Mattresses: Different firmness levels on each side for couples
• Special Medical Needs: Solutions for specific health conditions
• Design Modifications: Adaptations of our standard designs to match your vision
Contact our specialist team to discuss your requirements, and we’ll work with you to create the perfect solution.
How can I dispose of my old mattress responsibly?
We’re committed to reducing landfill waste from old bedding products. We offer several environmentally responsible options at an extra cost:
• Removal Service: We can take away your old mattress or bed frame when delivering your new items for a small fee
• Recycling Programme: All removed items are sent to specialised recycling facilities, not landfill
• Donation Information: We can advise on local charities that accept good-conRecycling Centre Guidance: Information on self-disposal at appropriate facilities
Approximately 80% of mattress components can be recycled, including springs, foam, and textiles – making responsible disposal an important environmental consideration.
• Recycling Programme: All removed items are sent to specialised recycling facilities, not landfill
• Donation Information: We can advise on local charities that accept good-conRecycling Centre Guidance: Information on self-disposal at appropriate facilities
Approximately 80% of mattress components can be recycled, including springs, foam, and textiles – making responsible disposal an important environmental consideration.
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