We can’t give you the answers to all of life’s questions, but we can tell you all about our fabulous sleep products and services right here.
frequently asked questions
where is eve based?
We’re a UK-based company.
what safety certificates does eve have?
All of our goodies comply with British and EU standards and the General Product Safety Directive. You can find out info on specific certifications on individual product pages.
how to contact us
orders placed from November 2022 onwards
If you placed an order with us on or after 3/11/2022 please contact us using the chat widget below.
We can help you with queries including order updates, returns, refunds, trial periods, warranties and more.
orders placed on or before 17th October 2022
orders & delivery
how much is delivery and how long does it take?
will the delivery courier call before delivery?
Nope. You’ll receive an email or text from your courier the day before or on the day of delivery to let you know when to expect your eve goodies (along with any other useful nuggets of info).
payments & refunds
how can I pay for my order?
That’s entirely up to you, but we don’t accept hugs, bananas or peanuts as payment. Sorry.
Payment options include credit or debit card and Klarna financing.
do I qualify for Klarna?
You must be at least 18 years old and a UK resident. When you apply, Klarna will check your details and financial circumstances. You’ll also have a full credit search. If it’s all a-okay, Klarna will let you know you’ve been approved.
do you offer discounts?
Absolutely. We’ll occasionally run a discount for a limited period of time, either on a specific product or as part of our seasonal sale. Details will be shared on our website, email and social channels.
Discounts can only be used once per order. Any discount should already apply on the product page so there’ll be no need to enter a code, but if we do need you to enter the code, we’ll make using it super clear and incredibly easy.
If you’re adding a discount code manually, make sure you’re 100% happy with your basket before you pop your code in. If you change your basket after this, the code may no longer work. It’s a techy thing we’re working to resolve, but in the meantime we recommend having your basket complete before adding your code to avoid disappointment. And if we’re offering free products with a purchase of another product, you might have to add them to your basket to receive them. We’ll make this super duper clear, though.
do you price match?
Unfortunately are we not able to price match with other retailers or eve partners.
can I use more than one discount code on a single order?
We often have multiple promotions running at one time because we’re nice like that. But only one can be used per order, so we recommend using the one that works out best for the stuff you want to buy.
do you offer any ongoing discounts like students or blue light discount?
We're more than happy to provide a special discount for NHS staff across all of our sleep goodies. Simply visit the Blue Light page here in order to get a discount.
At this time, we don’t offer a student discount.
when will my refund be processed?
We will refund you via your original payment method as soon as our warehouse has received, inspected and accepted your return. The time it takes for the funds to show in your account can vary per payment provider:
Mastercard or Visa: 1-7 working days
AMEX: up to 10 working days
Klarna Financing: 5 working days (the refund of the deposit and instalments might arrive separately)
what is the return process?
do I have to pay for the return?
Never. We offer free returns on all eve orders returned within the UK - even the big and bulky ones.
If you miss an arranged collection, we’ll charge £30 to rearrange it.
Get more details over on our refunds & returns page.
can I exchange my mattress?
do I need to keep any of the boxes?
No, should you want to return your eve mattress we’ll collect your mattress for you, so no need to keep the box.
about the mattress
what are the eve mattresses made of?
how do eve mattresses feel?
All of our mattresses are medium firm so your body gets the support it needs night after night. We don’t like getting into the boring science-y bits, but we’ve used pretty clever technology in our mattresses to avoid that sagging, rolling-out-of-bed feeling and to keep you feeling fresh each morning.
Our mattresses are suitable for sleepers weighing up to 20 stone (130kg), and for couples, a combined weight of 40 stone (260kg) is the limit.
Find out more over on our mattress comparison page.
how are eve foams different from traditional memory foam?
Traditional memory foam tends to feel quite sinky and gets quite hot. That’s why we use a memory foam that’s 30 times more breathable than traditional foam, so that you feel fresh night after night, morning after morning.
We also use clever technology like unique contour zones that mould to your body as you move and add extra thoughtful touches to the foam in our premium mattresses like antibacterial graphite and silver that’ll keep things fresh as a daisy while you sleep. Pretty cool stuff.
can your mattresses help with back pain?
Many of our customers with back problems claim to have improved after sleeping on an eve mattress. This is due to the clever layers of supportiveness which take the pressure off your body while you sleep. Check out our mattress comparison page to find the one for you.
how deep are your mattresses?
Our range of mattresses vary in thickness:
the lighter mattress: 20cm
the original mattress: 24cm
the premium mattress: 28cm
the lighter hybrid: 20cm
the original hybrid: 25cm
the premium hybrid: 28cm
the cot mattress: 10cm
what safety certifications do your mattresses have?
All of the materials used in our mattresses have certifications to ensure they're safe and non-toxic, so you can rest easy knowing 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 other 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 in the mattress cover is OEKO-TEX® certified, ensuring it meets one of the highest and safest textile standards.
Finally, all of our mattresses comply with the British Standards for fire safety for mattresses (BS 7177:2008 + A1:2011 Low Hazard). All in all, you could say our mattresses are pretty safe. And very certified.
will I feel my partner's movement or motion?
All of our mattresses isolate movement with their layers of excellent supportiveness and clever unique contour zones. These mould to your body which makes them ideal for both single or double sleepers. Any mattress will move with your partner, but a good mattress will reduce this to a gentle swing whereas a rubbish one won’t do much and you might feel an almighty shake. (Clue: choose an eve one).
setting up your mattress
why do your mattresses come in a box?
Here at eve, we like to do things a bit differently. So when it came to delivering our very first mattresses, we had the nifty idea to roll them up in a compact box using clever technology. That meant no more customers wrestling to get a bigger-than-a-door-frame box through their houses and it also meant we saved a whopping amount on delivery costs and packaging.
As a result, we’ve been able to pass these savings on to our lovely customers. Plus, less packaging means a lower environmental impact, especially as we can squeeze lots of mattress boxes onto one van. Cool stuff, eh?
do your mattresses work with all bed bases?
In short, yes. But a worn out frame can affect how a mattress feels, so we recommend checking the condition of yours before you buy an eve mattress.
The type of bed frame may affect the feel of an eve mattress. If it has wooden slats, these will be nice and supportive for our mattresses’ medium firm feel, whereas box springs might create a softer feel.
If you do have a slatted base, it’s best to make sure that the gaps don’t exceed 7.5cm and that the slats are evenly spaced and rigid. The bed frame should also be completely flat with no sag which will best support the mattress.
As we want all of our customers to have their best sleep ever, we don’t advise using an eve mattress on an adjustable bed. We’d also recommend bed frames that allow the mattress to breathe, which is why we recommend a slatted base over a solid wooden base.
can I put my mattress on the floor?
We won’t judge if you do, but using any mattress on the floor means there’ll be poor ventilation compared to a bed frame, so we recommend propping yours on its side every so often to let it breathe. Or, sticking a ventilating layer like a blanket under your mattress can help. Ventilation is key to keeping your mattress happy and healthy.
will I be able to get it back in the box or roll it back up again?
If you do, we might hire you as the eve wizard. We use special machines to pack our mattresses into their boxes, so once you’ve popped yours out don’t worry about getting it back in. We’ll take care of that if you decide to return your mattress - we’re good like that.
how long can I keep it in the box for?
This one’s important - try not to leave it more than 6 weeks to unpack your eve. Leaving it for more than 6 weeks will invalidate your warranty and it’ll take the mattress longer to recover its proper shape and structure. That’s because we pack our mattresses fresh, so they’re best enjoyed fresh. A bit like a loaf of bread. Mmm.
how do I set up my eve mattress once it's arrived?
Simply open the box and unroll the mattress on your bed base before cutting the plastic and break the vacuum seal. Then remove all the packaging and watch your eve start to rise.
when can I start sleeping on my new mattress?
You can sleep on it straight away, but it usually takes 4 to 6 hours for your mattress to reach its full height, or if you can hang on a bit, we’d recommend letting it breathe for 72 hours.
Make sure you get it in the right spot before you unpack it, then leave a door or window open to let the ‘new mattress smell’ waft away. Don’t be alarmed - this is just the fresh foam smell and should disappear within the first couple of weeks.
does the foam in an eve mattress smell?
The smell coming from your new eve mattress is its ‘box fresh’ smell which is harmless and won’t last long. Here are some handy tips to help it disappear…
Leave your new eve in a room with the door shut and window open for as long as possible which will really help to air it out. This might be difficult in colder weather, but even doing this for short periods of time will really help.
Another top tip is to hoover your eve. It sounds odd, but it can really help kick the smell. And finally, try washing the mattress cover if the smell sticks around for more than a few days. Simply throw it in the machine at 40c and let it dry. Don’t wash the mattress itself, though. Washing the cover won’t void your 100 night trial.
If you’ve got any worries after letting your mattress air for a few days, please fill in this form.
which way up should the mattress be?
The side you should sleep on is where the eve label is. This doesn’t apply to the lighter mattress.
how can I clean my mattress?
Yep, you guessed it: our mattresses can’t be whacked in the washing machine. But that doesn’t mean you can’t keep them nice and clean.
Luckily, all of our mattresses come with a zip-offable and washable top cover. But before you hurry to whip it off and wash it, it’s already hard at work keeping germs and moisture at bay with it’s cleverly thought out fabric.
Underneath the zip-offable cover, both our memory foam and hybrid mattresses can’t be washed, sponged or dry cleaned. Doing this might damage the mattress beyond repair and will invalidate your warranty. Feel free to lightly dab your mattress in case of spillages and vacuum it to your heart’s content using the upholstery attachment. You might want to focus on the piping round the edge of the mattress where dust tends to settle.
do I need to turn my mattress?
You don’t ever need to turn over your mattress as ours only work one way up. Instead, we’ve added nifty handles to the bottom of our mattresses so you can rotate them by 180 degrees. We recommend doing this every month for the first 6 months to keep the wear on your mattress nice and even, then every 3 months after that.
Not using the handles to rotate your mattress can lead to tears and stretches in the mattress - and voids your warranty. So always use them to avoid disappointment.
can I use an electric blanket or heated cover on the mattress?
If you want to use an electric blanket, make sure it’s less than 10 years old and in good working condition before using it. We recommend placing a sheet in between your mattress and the electric blanket as well as a sheet between you and the electric blanket. This protects both you and the mattress from direct heat.
Your electric blanket should be on the lowest heat. Try letting it warm up (which can take a while) and then slowly turning it up small amounts until you’re as comfy as can be. And once you reach that oh-so-toasty level, we recommend switching the blanket off - perhaps using the timer to make sure it’s not on all night.
can I use a hot water bottle on the mattress?
Yep, we love a hot water bottle. All we recommend is making sure that the lid is on tight to avoid water spillages onto the mattress. If you do use a hot water bottle, the warmth may soften the feel of your mattress. It’ll firm up again once the temperature cools, though.
do I have to use a mattress protector?
Definitely not, but we do recommend it. Not only do mattress protectors add an additional layer of super squishy supportiveness, they also protect your mattress - as the name suggests - from any surprise spills or stains.
how long does an eve mattress last?
We did some tests that found our mattresses keep their comfiness for up to 10 years, but we say you should change your mattress every 7 to 8 years to get brilliantly supported sleep. Whichever way, our warranty lasts up to 10 years - find out more on our warranty page.
I'm moving house. How do I move or store my mattress?
Once your eve is out of the box, it doesn't roll back in or fold up without a fight (unless you’re the Incredible Hulk, in which case we’ll leave it to you).
For moving, it's best to keep the mattress flat but you can store it on its side for up to 12 hours. During moving, try not to bend it and only use the handles on the base to pick it up. If you don’t, the mattress might tear and this will void your warranty.
trial & warranty
what home trials do you offer?
All of our mattresses come with a 1 year trial so that you can get well acquainted. And if it’s not a match made in heaven, you can send yours back. No questions asked.
The 1 year trial period begins from the day or delivery.
If your order was placed prior to 17/10/2022 please email email@example.com regarding your trial period.
how does the 10-year warranty work?
Warranty ensures you’re covered for any defects in your mattress. We’re proud to offer a 10 year warranty on our mattresses if they’re purchased directly on our site. Full details can be found on our warranty page.
If your order placed prior to 17/10/2022 please email firstname.lastname@example.org regarding your warranty.
how long should it take to get used to a new mattress?
There’s no magic formula, but we’d recommend giving it at least 30 days. Buying a mattress is a bit like getting a new pair of shoes; it’ll take some time to bed in. Luckily, our 1 year trial gives you even more time to adjust to your new sleep companion (which we’re sure is plenty).
Once you’ve unpackaged your eve mattress, it’ll take 4-6 hours for it to get to its full size and a couple of days for it to start adjusting to your body. So if it’s feeling a bit firm straight away, don’t worry. All of our mattresses are on the medium firm end of the scale but they will gradually respond to the movement, weight and warmth of your body.
what is the returns process?
where are your mattresses made?
All of our mattresses are manufactured in the UK.