frequently asked questions

Here you'll find answers to common customer questions about eve's products and services

  • general
  • product

about us

do you have a showroom?

No, we don’t have a traditional showroom, but we are available to try and buy at various Next stores throughout the UK. Of course, with our 100-night trial, you can also try the mattress at home and return it for absolutely no charge if you don’t love it.

Find a store near you using our store locator.

where is eve based?

eve is a UK-based company, with all of our products lovingly designed right here in London.

what safety certificates does eve have?

All materials used in our products have the right certifications to ensure that they're safe and non-toxic.

orders & delivery

how much is delivery and how long does it take?

All of our deliveries are still happening on time and on schedule.

Delivery varies by product - please see below

standard delivery

Delivery within three working days of placing your order, between 8am and 7pm.
Our standard delivery service is free, although remote areas may be charged.
Available for all our products except our bed frames (see '2-man delivery' below).

choose your delivery slot

Delivery on a day of your choice.
You can choose to receive your package between 8am and 7pm (from £6) or between 8am and 2pm (from £10).
Next day delivery is available if you order before 1pm Monday to Thursday, or before 12pm on a Friday.
Available for all our products except our bed frames (see '2-man delivery' below).

2-man delivery

Available for bed frames.
Delivery on a nominated day, to a room of choice, between 8am and 7pm. Though deliveries above the second floor are dependent on access to a lift. Our delivery partner can only deliver or collect items up to the second floor or less if no lift is available.
The evening before the delivery date, our delivery partner will provide you with a 2 hours time slot.

please note

Our standard couriers aren’t allowed to help carry boxes any further than the main entrance of your home (it’s something to do with insurance). Unless you’ve ordered bed frames, your package can only be delivered to your front door.
If you've ordered a few different products, we can't always guarantee that they'll all arrive on the same day. This is especially true for orders that contain both a mattress or bed frame and some of our smaller products.  
If you chose to pay using interest-free credit, it occasionally takes a tiny bit longer for your package to be delivered. Your payment application needs to be verified by our finance partner before 1pm for your order to be dispatched on that same day.

If you live in the Channel Islands, Scottish Highlands and Islands, you may be charged for you delivery. £59 for bed frames and premium mattresses, £30 for other mattresses and £10 for all other items. Your delivery will also take a bit longer (sometimes up to 10 working days)

will all products in my order be delivered at the same time?

We do try to make sure your items get to you at the same time, but unfortunately our products aren't always shipped together as different couriers may be used depending on the product. We do give you a tracking code for each item as soon as your order has been shipped so you can trace your eve purchases.

why do you use different delivery couriers?

Due to the size and weight difference we use different couriers to keep the delivery cost as low as possible.

will the delivery courier call before delivery?

Unfortunately the couriers will not call before the delivery as they are not provided with work phones.

can I provide additional delivery details?

We are currently offering non-contact delivery, which means that your parcel can be left in a safe place with no need for a signature. Once your order is on its way you’ll be able to select this option. During the order process you can provide details you wish to tell the delivery couriers, which may assist them with your delivery. Please note that our couriers will not call to notify you before delivering your order.

why can't i use a promo code with 0% APR financing

We're unable to provide discounts for orders with the finance payment options as we cover the the interest fee for you.

do you deliver to the channel islands

Yep, however we aren't able to offer our guaranteed next day delivery option so your eve items will only be delivered on a standard weekday service. (please note that an additional delivery charge will be applied at checkout)

 

can you make a custom-sized mattress?

No, we don't offer custom-sized mattress, we are sorry. Please get in touch with us if you have further queries.

which courier do you use?

We use Yodel, Hermes, UK Mail, DX, Panther and DHL.

what's the difference between buying an eve mattress online and buying on Amazon?

Amazon is an independent retailer of our products. When purchasing through Amazon you wouldn't be eligible for the one hundred night trial as all Amazon orders follow their 30-day return policy. You'd also need to contact Amazon directly for all after care regarding your mattress – as this wouldn't be able to be done through us.

payments & refunds

do you offer discounts

Yes we do. Discount codes are available for a limited period of time and can be found on our website, our social channels or partnership websites.

Our discount codes are not available on orders that use our interest free finance option.
Discount codes may be subject to additional terms and conditions (including expiry date/time) which will be shared at the point of publication.
All discount codes are subject to availability and only one code can be used per order.

To use your discount:
When you are in the order summary, click: "Add coupon code here"

- Enter your code
- Click Apply
- Click CHECKOUT

The majority of our discount codes are created for orders that include a full sized, foam mattress (this excludes the mattress topper and baby mattress).
Please always check the advertisement for further details.

can I use more than one discount code on a single order

Only one discount code can be used per order. We often run multiple promotions so please use the one that works out better for the products that you want to buy.

You can always save the other one for your next order.

when will my refund be processed?

As soon as your eve product is on the way back to us we'll process your refund to the account you paid with. The money should be with you within three working days.

how will I pay for my order?

That’s entirely up to you. You can pay with credit or debit card, PayPal or 0% interest-free credit.

can you refund via cheque?

Unfortunately, we don't use cheques. Due to security reasons, we are only able to refund via your original payment method. Just give us a call on 0800 808 5766.

how do I order on interest free credit

You can choose the interest-free option on the payment details page, right after you select your delivery date. There's a minimum order amount of £250.

If you have any queries regarding your loan or you need any financial advice before placing the order, please contact the lender Duologi. Duologi contact details: 0345 5211 666 / customers@duologi.com.

will I qualify for the interest-free credit application?

We can’t tell you before you apply for sure whether you’ll qualify, but we can only consider your application if:
You have a good credit history. You're employed or retired and have considered your ability to afford and sustain the repayments. You're a permanent UK resident, over 18 and able to supply three years of address history. You have a debit or credit card.

If you have any queries regarding your loan or you need any financial advice before placing the order, please contact the lender Duologi. Duologi contact details: 0345 5211 666 / customers@duologi.com.

why was my credit application declined?

We're sorry to hear that your finance application was not approved. Unfortunately we're unable to influence our finance partner’s decision – and they don't share any information on why an application is declined with us, due to confidentiality laws.

If you have any queries, please contact the lender Duologi. Duologi contact details: 0345 5211 666 / customers@duologi.com.

what type of cards do you accept?

We accept Visa Credit, Visa Debit, Visa Electron, MasterCard and American Express.

I live in the channel islands, can I claim back VAT?

Yes you can. We’re not able to remove the VAT from your purchase at the checkout just yet, but we're working on improving this aspect of our payment system in the near future. Please do send us an email to hello@evesleep.co.uk after you have purchased and we will refund you the amount of VAT you paid.

returns

what is the return process?

Simply email your return request to hello@sleepeve.co.uk, and a member of our customer support team will assist you further. You can also see the return policy for our eve products on our handy refunds and return page.

do I have to pay for the return?

Absolutely not. We offer free returns on all eve products returned within the UK.

can I exchange my mattress?

We recommend that you to carefully measure your bed frame to avoid getting the wrong size mattress, but in case you did get the wrong size it's no biggie – we allow you to exchange your product within the one hundred night trial. If your mattress has already been unpacked, a shipping and handling fee of £30 will be applied.

who will remove my mattress if I decide to return it?

You can just sit back and relax while our two-man collection company will come and pick up the mattress from your bedroom. It’s completely hassle-free.

do I need to keep any of the boxes?

You don't need to keep your mattress box – as it will be impossible for you to get it back in there unless you’re some sort of super human! For other products, they can be returned in any box you like, but it might be easier for you to pack it in the original one it came in.

how do I prepare my mattress for return?

You don't have to worry about that - our collection company will take care of the packing for you.

what is the return process if I order through Amazon?

When you place an order through Amazon they are responsible for managing the processing and shipment of your order. Unfortunately this means that we won't have your order details. As Amazon are an independent retailer, we are unfortunately not able to handle any issues associated with orders placed through their website – including returns.

about the mattress

what is the eve mattress made of?

The mattress is made up of four layers:

A base layer of high density foam: this is what gives your mattress support and durability.
A mid layer of open-celled foam: this layer encourages air flow, is responsive, a bit bouncy and highly durable, providing the perfect sandwich layer between the base and top layers.
A top layer of next-generation memory foam: engineered to give total body support so you don’t get that ‘stuck’ feeling often associated with traditional memory foams, along with cooling properties so you don’t overheat as you sleep.
A cover lovingly hand-sewn in the UK: this hypoallergenic outer cover protects your eve and gives you a luxuriously soft surface to lie on... it looks pretty awesome too.

how does the eve mattress feel?

From our years of experience selling over 75,000 mattresses all over the world, we learned that our layered construction provides the ultimate in support and comfort for the majority of people – without being too firm, or too soft. We believe we have engineered the ultimate in sleeping perfection.

The mattress provides the comfortable and supportive qualities of memory foam, but with an added feeling of ‘bounce'. It's also extremely breathable, offering a tranquil night's sleep. It’s suitable for sleepers weighing up to 18 stone (114kg). For couples, a combined weight of 36 stone (228kg) is the recommended limit.

why do you only sell one memory foam mattress?

Finding the right mattress used to be complex. With hundreds of options, impenetrable jargon and pushy salespeople it was easy to get lost.

We set out to fix this with a radically simple approach. We designed one memory foam mattress - the best - made from the highest quality materials.

how is the eve mattress different to traditional memory foam mattresses?

The mattress addresses the two main complaints of traditional memory foam mattresses: that you sink into them and get ‘stuck’ into a position finding it difficult to move; and that you overheat as you sleep.

The mattress' next-generation memory foam top layer is springy, so while it moulds around your body, supporting pressure points, it also springs back quickly making it easy to move around on. The middle-layer foam is a newly-developed specialist foam, made using highly open-celled technology that makes it 30 times more breathable than other foams of its kind. This breathability regulates temperature, and ensures that you sleep comfortably.

can the mattress help with back pain?

We haven’t conducted our own medical tests to establish this, but many of our customers with back problems claim to have great results when sleeping on the eve mattress. You can read some customer reviews here.

how deep is the mattress?

The mattress is 24cm (or 10 inches) deep. Why? In our experience this is the perfect depth.

The mattress will fit standard UK/EU sheet sizes.

what safety certifications does the mattress have?

All materials used in the eve mattress have certifications to ensure they're safe and non-toxic. You can rest assured that your eve mattress is 100% health and safety compliant. All foams used in the mattress are CertiPUR® certified, which means that your mattress doesn't contain any carcinogens or harmful nasties.

CertiPUR® also sets stringent rules when it comes to off-gassing, meaning the mattress conforms to the highest safety standards here too. The fabric cover is OEKO-TEX® certified, ensuring it meets one of the highest and safest textile standards. And the mattress complies with the British Standards for fire safety for mattresses (BS 7177:2008 + A1:2011 Low Hazard). All in all, you could say the mattress is pretty safe. And very certified.

is the mattress suitable for children?

The mattress is suitable for little ones aged three and over. Ours is a safe product and we're happy to recommend it for those over the age of three. For children younger than this we would recommend a specially designed baby/infant mattress.

will I feel my partner's movement/motion?

Our aim is to support each sleeper individually in order to get the best night's sleep possible. The eve mattress provides more movement isolation than a traditional memory foam mattresses. Therefore, you shouldn’t feel your partner move during the night.

is the mattress environmentally friendly?

Our aim is to support each sleeper individually in order to get the best night's sleep possible. The eve mattress provides more movement isolation than a traditional memory foam mattresses. Therefore, you shouldn’t feel your partner move during the night.

setting up your mattress

why does the mattress come in a box?

Many of our customers can’t believe it when they receive their mattress in a box. We've invested in a special technology that rolls and vacuum packs the mattress, compressing it into the smallest of spaces. We do this for three reasons:

Delivering your mattress compressed into a box costs us a fraction of what it would cost to deliver a full-sized mattress. We pass these savings on to you, the customer.

Reducing the amount of packaging involved in shipping the mattress means we reduce our impact on the environment. And because it’s compressed, eve deliveries require fewer transport journeys – saving on fuel emissions.

Moving a mattress around your house is hard work. By compressing it into a box, we make the process of getting the mattress to your bedroom that little bit easier.

do I have to keep the box?

It will be impossible to fit the mattress back in the box unless you’re some sort of super-human – so you don't need to keep the box, even if you end up returning the mattress.

how big is the box?

We pack the mattress into a super-portable, beautifully designed box. Take a peek inside for some inspirational quotes on the theme of sleep...

The dimensions of the cardboard box are 43cm x 43cm x 110cm for sizes up to double and 51cm x 51cm x 107cm for king and above. This makes it a little more manageable to manoeuvre around.

The mattress weighs from 23kg for a Single to 67kg for a Super King.

does the mattress work with all bed bases?

It certainly does! We do however recommend checking the condition of your bed base before using it with an eve mattress, as worn out bed-bases can potentially impact the performance of a new mattress over time. Whilst the eve can be used with any kind of bed base, a wooden slatted or platform bed offers the most support. Box springs are designed to support innerspring mattresses and can change the way a foam mattress feels - often creating a ‘softer’ feel.

If a slatted base is being used, we recommend that the gaps do not exceed 7cm. It is also important that slats are secured, evenly spaced and rigid.

If using the eve with an adjustable bed, we recommend leaving your eve flat when not in use!

can I put the mattress on the floor?

Using an eve on the floor will not impact its feel, however we do recommend propping it on its side regularly to allow the mattress to breathe, as the floor will not have the same ventilation properties as a bed base.

will I be able to get it back in the box or roll it back up again?

We use special machines to roll up the mattress in the box. We'd be very impressed if you could get it back in there!

how long can I keep it in the box for?

The mattress can be kept in the box up to one month. The longer it is kept in the box the longer it will take to recover it’s proper shape and structure though.

when can I start sleeping on my new mattress?

You can sleep on it straight away. It takes about 4 - 5 hours for it to settle to its full height.

does the foam in an eve mattress smell?

The eve mattress does have initial smell you may notice on the day of delivery but this totally normal and harmless. After airing for the first few days it will start to fade and should completely disappear after a few weeks.

maintenance

how can I clean my mattress?

The cover has a removable top panel which can be washed at 40⁰c. We recommend spot cleaning any other areas of the cover.
Memory foam itself cannot be washed, sponged or dry cleaned. There is a high risk that soaking with water or other cleaning fluids will cause irreversible damage and will invalidate your warranty.
Vacuum regularly (using the upholstery attachment) paying particular attention to the piping where dust can settle. You can find full care details here.

do i need to turn my eve mattress

You won't need to turn your mattress over, ever. In fact, it only works properly one side up. We do suggest you rotate your eve lengthways every 30 days for the first year to maintain proper shape and to extend its lifespan. Avoid dragging your mattress and place it gently into position when moving it to prevent damage.

can I use an electric blanket or heated cover on the mattress?

While you can use an electric blanket with your eve, we recommend using an electric blanket that goes over a sheet rather than under. Remember to ensure that your electric blanket is less than 10 years old and in good working condition.

can I use a hot water bottle on the mattress?

We recommend that you pay attention when using a hot water bottle to avoid water leaking onto the foams. While water bottles can be used with an eve, the warmth may soften the feel as it can activate the visco foam within the core.

can I still use a mattress protector on the mattress?

We've actually designed our own eve mattress protector. It's made out of organic cotton, with a fully waterproof Neotherm® membrane base layer – which is great for protecting the mattress from any spillages.

trial & warranty

how does the 10-year guarantee work?

We are proud to offer a 10-year guarantee on the mattress as it meets the highest standards for domestic use. Full details can be found on our warranties page.

Note that this guarantee is provided free of charge and in addition to the rights given to you by the law. Please also note that our 10-year guarantee operates in accordance with the terms and conditions.

what’s the 100 night, hassle-free returns policy?

It’s simple: try the mattress in the comfort of your home for up to 100 nights. If you’re unhappy with it for any reason, get in touch by email or phone and we’ll arrange for a collection and refund the full amount.

(And don’t worry – you don’t need to get the mattress back into the box to return it!)

how long should it take to get used to a new mattress?

You could compare getting used to your new mattress to the same process as getting used to new shoes. The mattress you previously owned had time to adapt to your body shape and soften. When you sleep on a new mattress, it is possible you may feel a slight discomfort at first, and that is why we recommend trying your eve for at least 60 days before considering a return.

what is the returns process?

Email your return request to hello@sleepeve.ie and we’ll arrange a two-man collection team to come and collect the mattress from your bedroom. They will contact you directly to arrange for a day and a three-hour collection window that works for you. No need to worry about packing – they'll handle everything for you.

where can I find prices for the mattress?

Once on the mattress page you'll find a drop down menu on the left hand side. Simply select your size and the price will change accordingly.

where is the mattress made?

All our mattresses are proudly made in the UK.

orders & delivery

how much is delivery and how long does it take?

Our standard Irish mainland delivery – Mon to Fri, 8am to 7pm - is FREE.
Your order will arrive within 2-3 working days.
Please note: Delivery will be made to your groud floor doorstep only.

will you take away my old mattress?

Unfortunately, we are unable to take away your old mattress at this time.

will you bring the mattress to my bedroom?

We’re sorry, but our couriers operate a door-to-door policy, so they won’t bring your eve mattress any further than the main entrance of your premises.