Delivery FAQs

All of our mattresses are tailored to your size and support specifications, so we do not start our manufacturing process until your order is submitted. Manufacturing can take up to 3 weeks and we advise up to a further 2 weeks for delivery. If you require your mattress in a shorter timescale, please contact us at enquiries@alexandradesignsltd.co.uk prior to ordering, and we will endeavour to accommodate.
Once we have completed and manufactured your order, you will receive an email confirmation from our delivery partner, Direct Home Delivery (DHD), who will be your point of contact for all delivery queries.
An age appropriate person will need to be at the address to sign for the mattress, as well as advising the delivery team which room the mattress is to be delivered to. The mattress will need to be inspected, and a signature provided to confirm the mattress has been checked and is accepted.
We are working with a reputable and trustworthy, delivery specialist. Direct Home Delivery (DHD), are our delivery partner who provide a premium, 2 man ‘white glove’ delivery service. See our Delivery Information page for more details.
DHD, will contact you approximately 1 hour before your arranged delivery time.
Yes we can accommodate changes to the delivery, however we would request you notify us as soon as possible. Please contact us at customerservice@alexandradesignsltd.co.uk.
Yes we can accommodate delivery to multiple addresses. Once you have placed your order and entered your address details, please contact us at customerservice@alexandradesignsltd.co.uk with details of the address for each of the mattresses ordered.
We will deliver the mattress to the room of your choice, so long as it is accessible with the mattress purchased.
Once you have completed your order and it has been manufactured, DHD will contact you to offer a choice of delivery dates and timeslots, Monday to Saturday (postcode dependent); you will also receive a call approximately 1 hour prior to delivery. See our Delivery Information page for further details.
If you need to cancel a delivery, please contact our delivery partner prior to the day of delivery to re-arrange a suitable time. As part of the delivery service, DHD will automatically send an email 24 hours before delivery to prompt any issues you may have. In the unfortunate event that you do miss your pre-arranged delivery slot, we would have to charge a second delivery charge of £100.00 to cover the cost of DHD returning.
Unfortunately this is not a service we offer.

Order and Payment FAQs

You will receive an email confirmation from us, with the details of your order. Please contact us at customerservice@alexandradesignsltd.co.uk if you have any concerns with regards to your order.
Please contact us at customerservice@alexandradesignsltd.co.uk so that we can confirm your order and re-send your confirmation.
For security, all payments are taken through PayPal as a secure online payment service - PayPal is a secure worldwide online payment system, which has encryption in place to keep your details hidden and secure. By using PayPal, we confirm that we do not receive, or have access to any of the payment details you provide when completing your order.
PayPal accepts all major Credit/Debit Cards.
For any cancellations, please see our Returns and Cancellations page for further details.
No, we are not a VAT registered company.
Unfortunately this is not a service we offer.
The data supplied by you through the ordering page, will not be supplied to any outside companies or third party, except our manufacturing and delivery partners, which is solely used to process and fulfil your order. As payments are made through PayPal, we do not store, or have access to, any payment details you provide. PayPal is a secure worldwide online payment system, which has encryption in place to keep your details hidden and secure.
Our website is HTTPS which means the site is secured using an SSL certificate. This means all of your data, as it is passed from your browser to the websites server, is done so in a secure manner. To ensure security of your information during the payment process we use PayPal, and as such we do not store, or have access to, any payment details you provide. PayPal is a secure worldwide online payment system, which has encryption in place to keep your details hidden and secure.
As an online retailer, we are not able to process orders other than through our website. By using PayPal to ensure the security of your payment details, we cannot accept orders by any other means.

Safety FAQs

To comply with UK law, all of our mattress specifications have been fire and flammable tested and are certified to British Standards (BS7177 low hazard); each mattress with be delivered with a fire certification label which you should leave in place.
We can proudly confirm that our manufacturing partner is an approved member of the trade association, the National Bed Federation (NBF). This stamp of approval provides added peace of mind for our customers, regarding the honesty and quality of the mattresses we sell. The NBF ensure that our manufacturer is regularly and independently audited, to ensure their procedures and products, meet the regulatory guidelines set within the UK, with regards flammability, health and hygiene and trade descriptions.

Product FAQs

All of our mattresses are made in the UK and comply with British and European standards.
Please refer to our mattress Care Guide, for full details on how to best care for your new mattress.
A larger person will generally need a firmer mattress tension. This provides more compression support, since a softer mattress may result in the spring sinking too much under the increased pressure, therefore removing the supportive ability of the spring unit. As a guide we would recommend the following:
All of our Tatton and Prestbury range mattresses can be manufactured with a dual zone construction, in king and super king sizes. This allows you to select a different spring tension to each half of the mattress creating a combination of either, soft and medium or medium and firm tensions.
When selecting dual zone tension within your mattress, please ensure you take note of the below graphic, to determine the perspective we use when identifying the left and right side of the mattress for our manufacturer. For your ease of reference, this graphic will also appear within the relevant individual mattress pages, on the image carousel.
Please refer to our Size Guide for all our mattress dimensions.
Our mattresses range from 25cm to 34cm in depth, and the specific dimensions for each are noted within our Size Guide page as well as within the individual mattress specification tabs. Please note deeper bed sheets may be required to accommodate the depth of some of our mattresses.
Please refer to our mattress Care Guide, for full details on how to best care for your new mattress.
A new mattress will often feel very different to your old mattress, and it can take time to get used to it. We advise that the mattress is given at least a 30 day settling in period, so that the natural elements can settle, and your body can become accustomed to the supportive and comfort qualities of the new mattress and its upholstery.
It is recommended that on average you should consider changing a good quality mattress between every 7 to 8 years, depending on your sleeping patterns and use of the mattress. In essence, how long the mattress lasts largely depends on how well it is looked after, and we would recommend you referring to our mattress Care Guide for details of how best to extend the lifespan of your mattress.

General FAQs

We are an online retailer only, so unfortunately this is not a service we can offer.
Yes we can accommodate bespoke size and shape requests. Please see our Bespoke page for further details, and contact us at enquiries@alexandradesignsltd.co.uk with your requirements.
Unfortunately this is not a service we offer.
To ensure you are entirely satisfied with your mattress, we offer a 60 night comfort guarantee. We do advise that the mattress is given at least 30 days to settle in before making a decision, so that the natural elements can settle, and your body becomes accustomed to the supportive and comfort qualities the new mattress offers. After the 30 day settling in period (but before the expiration of the 60 night comfort guarantee) , if you are not happy with your mattress, we will offer you an exchange for a new mattress of the same size. For further details on our comfort guarantee and the requirements to qualify, please see our Returns and Cancellations page, and our Terms and Conditions.
For any returns relating to damage, or fault with the goods, please see our Terms and Conditions page for further details.
Yes, however we would recommend that the slats are boarded over to suitably distribute the pressure of the timber slats when supporting the mattress. We would also advise that you place a mattress pad, or sheet between the timber frame and mattress, in order to avoid any abrasion, staining or discoloration to the mattress fabric.
Please contact us at customerservice@alexandradesignsltd.co.uk