Frequently Asked Questions

General

Do you have a showroom?

We do not have a showroom, but we do offer you a 100-Night Comfort Trial where you can try your mattress in the comfort of your own home for 100 nights.

How does your 100-Night Comfort Trial work?

Enjoy your mattress for 100 nights while using a mattress protector and during this time you can decide whether it is a match made in heaven, or whether you would like to exchange it for a different comfort level or return it for a full refund.

If within the 100 nights, you find that this is not the ideal mattress for you, then please email us to initiate an exchange or return. You can email us at sales@brookandwilde.com

Please note that only one 100 Night Comfort Trial is allowed per household, therefore should you purchase multiple mattresses for the same household in one order or should you purchase again after your initial order for the same household, then only one mattress will be eligible for the 100-Night Comfort Trial.

Can I order over the phone?

We are happy to help you order online, but if you prefer to order over the phone, we will need the following from you:

You will need to pay with debit or credit card

Your billing and shipping address will need to be the same.

Can I amend my order?

If you need to amend your order before it has been dispatched, please email us on sales@brookandwilde.com or call us on 08081699070

Did you know that by buying a Brook + Wilde mattress, we will plant 1 tree?

It’s true! If you buy one of our mattresses, you will be directly responsible for reducing the Earth’s carbon footprint and for a tree that will be planted as a direct result!

Mattress

What are the dimensions of my mattress?
Size cm inches feet
Mattress Depth 28cm 11 inches 0.9' feet
Single 90cm x 190cm 35.4" x 74.8" 2'9 x 6'2
Double 135cm x 190cm 53" x 74.8" 4'4 x 6'2
King 150cm x 200cm 59" x 78" 4'9 x 6'5
Super King 180cm x 200cm 70" x 78" 5'9 x 6'5
What is my mattress made of?
  • Breathable memory foam
  • Mini pocket springs
  • Visco
  • Traditional Pocket springs
Will my mattress fit on any surface?

Yes, please note that slats on a bed frame need to be no less than 6cm minimum in width and no more than 10cm apart.

How much does my mattress hold?

Your mattress will hold up to 18 stone per person or 114 kg per person.

Which mattress type is best suited for me?

We made 3 comfort levels so that could find your perfect comfort level.

Choose from; soft, medium or firm.

Try it in the comfort of your own home for 100 nights, if your chosen comfort level is not exactly right then you can exchange for a different comfort level.

Shopping made easy!

Please refer to our mattresses page for more information.

Where is my mattress manufactured and what safety tests have been conducted?

We are proudly British, and we have lovingly made your mattress in Derby.

We take all our safety tests very seriously and therefore have surpassed the following tests for your peace of mind:

  • BS7177
  • CFC Free
How long can my mattress stay in its box?

Your mattress should be opened and unrolled as soon as possible, please do not leave your mattress stored for longer than 2 weeks of the arrival date.

What guarantee period does my mattress have?

We offer you a 10-year guarantee- please see our guarantee section.

Can I use an electric blanket on my mattress?

Yes, you can!

Can I leave or store my mattress on its side?

We ask that you always lay your mattress flat; keeping or storing your mattress on its side will damage it.

What happens to all the collected and returned mattresses?

We either recycle or donate our mattresses, we ensure that no mattress ever reaches landfill.

What’s the best way to clean my mattress?

Use a damp cloth to clean any spillages, please do not use any detergents on the mattress.

How often do I need to rotate my mattress?

The beauty about your Brook + Wilde Mattress is that it never needs to be rotated or flipped.

At what temperature should I wash my Elite mattress cover?

Please do not wash the cover above 30 degrees. Please do not tumble dry.

Bed frame

What sized bed frames do you offer?

Our bed frames come in the following sizes:

90 x 190cm 135 x 190cm 150 x 198cm 180 x 198cm
3'0" 4'6" 5'0" 6'0"
What colour does the bed frame come in?

Plush Steel, Plush Silver, Plush New Teal, Fernando Granite, Hampton Denim and Hampton Biscuit.

How do I clean my bed frame?

Please use a damp cloth free of detergents and gently wipe the area that needs cleaning.

What is the guarantee of your bed frames?

Your base is guaranteed for up to 10 years

Bedding

Pillows

Which pillow is best for me?

We have a range of pillows from our pillow menu. Choose from memory foam, goose or duck down.

Can I wash and tumble-dry my pillows?

We recommend that all pillows should be professionally laundered, however the covers on the pillows listed below may be washed.

FBC Dual Layer and Microfibre cover may be removed for washing- please follow the instructions on the label.

Nimbus – Pearl Smart Down Pillow may be washable at 40 degrees, however professional laundering is recommended

Duvet

What is an Eco Duvet?

The first ever duvet to be made using 100% renewable energy, in our award-winning Eco Factory! We transform plastic waste - that would otherwise end up in landfill - in to a luxuriously soft, light and fluffy fibre filling. The cover is also made from 100% recycled materials, but you’d never guess – it is incredibly soft to the touch as well as being hypoallergenic.

The silky soft microfibre filling is made from 100% PET plastic bottles and layered to offer weightless warmth, with approximately 120 bottles making up a 10.5 tog double duvet. The super soft 100% soft-touch microfibre cover is also made from recycled materials and encases the fibres to create a luxurious, lofty, breathable duvet.

Can I wash, and tumble-dry my duvet?

Eco Duvet: Home washable at energy saving 30°C and it is quick drying, we do not recommend tumble drying your duvet.

Nimbus Luxurious Duck Feather and Down Duvet: Professional cleaning required. Do not dry clean. Tumble dry in a large capacity machine until filling is thoroughly dry. Shake and air regularly. Do not iron, bleach, vacuum or beat.

What is the tog of my duvet?

Your duvet is a 10.5 Tog, which means it is a good all-round choice if you prefer not to change duvets by season.

Mattress protector

Is my protector waterproof?

Your mattress protector is not waterproof, but it is stain and spillage resistant. It will protect and elongate your mattress life.

Do I need to use a mattress protector to qualify for the 100-Night Comfort Choice?

You will need to use a mattress protector to be eligible for the trial.

Delivery

When will I get my mattress?

Your mattress will be delivered to you within 7 to 9 business days. Please see our delivery page.

When will I get my bedding?

Your bedding will be delivered to you within 3-5 working days. Please see our delivery page.

Will all my items arrive together?

We use different trusted couriers to deliver your bedding, mattress and bed frame, therefore your items will not arrive at the same time, we will always try to have it delivered on the same day.

You will receive separate tracking information for your mattress, bed frame and your bedding.

Do you deliver to my postcode?

We deliver to all postcodes with the exception of those that fall outside mainland UK, please consult our delivery page for more information

Can I change my delivery address?

We will do our best to accommodate you, please email us on sales@brookandwilde.com or call us on 08081699070 to discuss your address concerns.

How do I track my order?

Please be advised that you will be updated with delivery information via text or email. Please see our delivery information.

Returns + Refunds

Mattress

How do I initiate a mattress return under the 14-day consumer right law?

Please email us at sales@brookandwilde.com within 14 days of receiving your mattress.

And provide the following:

  • Your order number
  • A picture of your mattress without your mattress protector
  • The reason for you wanting to return
  • Your current address and telephone number

Why not ask for an exchange? At no extra cost, we can exchange your mattress for a firmer or softer one, providing you with a hassle-free solution.

When will I get my mattress refund?

Within 14 days of your mattress being returned and inspected. Your refund will be allocated to the same card that you used to make your original purchase.

How do I initiate my 100-Night Comfort Trial?

Please email us at sales@brookandwilde.com after trying your mattress for at least 30 nights to allow your body to get used it, this is called a ‘break in period’.

Please provide the following:

  • Your order number
  • A picture of the mattress without the mattress protector
  • Reason for the exchange or return & the new comfort level that you require if you opt for an exchange
  • Your current address and telephone number

Please note that your exchanged mattress under the 100-Night Comfort Trial may not be returned or exchanged unless deemed faulty.

Bedding

How do I initiate a return of my bedding items?

You may return your pillows, sheets, duvet and duvet set if your products are still in their original packaging and have not been used. You will need to initiate the return within 14 days of receiving your product. Please ensure that when the items are returned, there is no damage to the products or packaging. All goods will be inspected prior to a refund.

We may request photographs. Should you wish to return your items, please email us on sales@brookandwilde.com We will provide you with a return’s number.

Please do not return your bedding without a return’s number.

  • You will be responsible for the payment to return your products to the return-address.
  • Please make sure that all items are trackable.
  • Please return all items with your completed return note and return number.
  • On receiving your returned items, our quality control team will inspect the product and packaging for damage and usage.
My product might have a fault?

We apologise that you feel that your products that you received from Brook and Wilde are faulty, please do not hesitate to get in contact with us.

Email: sales@brookandwilde.com

Tel: 08081699070

Mattress Recycling

Can my old mattress be taken away and recycled?

Yes, with the Brook + Wilde recycling service, you won’t need to worry about the disposal of your old mattress. We can collect your old mattress when we deliver your new one, and we will recycle it for you at a specialised recycling centre.

What happens to my old mattress? Does anything go into landfill?

We take our environmental responsibilities very seriously, so our recycling service means zero landfill. All parts of the mattress are recycled, reused or repurposed.

How do I add this option to my order?

When choosing your mattress option, you will be prompted to add mattress recycling to your cart.

Finance

Who provides our finance?

Finance is a fantastic way to spread the cost of your purchase. To make it easy we've partnered with Duologi whose smart technology lets you apply for and then complete the loan application quickly and entirely online

First add the items you wish to purchase to your basket. When you reach the checkout select the best finance option for you and choose 'Pay with Duologi'. The quick application form takes no more than a couple of minutes to complete and then you'll receive an instant decision.

How do I order using interest free credit?

Once you have added all the items that you wish to purchase to your basket, and you are ready to pay, please proceed to the Checkout. After filling out your shipping and billing details, you will be presented with three payment options; Credit Card/Debit Card, PayPal or Apply for Finance. Please select Apply for Finance.

Am I eligible for an interest free credit application?

To be eligible for the interest free credit application option, you must meet the following requirements:

  • Be over 18 years of age
  • Have a debit or credit card
  • Be a permanent UK resident
  • Have lived in the UK for at least the last three years
  • Have a good credit history

Please note that even if you meet the above criteria, we cannot guarantee your application will be successful as this is down to the decision of Duologi.

Will there be a credit score check and what does this mean?

A credit score check is the procedure used by a financial services company to evaluate the eligibility and the credit risk of new applicants. This procedure will be applied to your application for online finance.

Once my application is approved, what happens next?

Once your application is approved, your deposit paid and your contract signed, we will process your order and our courier team will be in touch to organise a delivery date.

When will I receive a copy of my loan agreement?

Your loan agreement along with all the regulatory paperwork is emailed to the email address you entered in your application. It should be there waiting for you by the time you've finished your application. If for any reason it isn't, please contact the after-sales support team on 0345 5211 881 or via email at customers@duologi.com who will be more than happy to assist you.

What do I do if my application has been declined?

We are sorry to hear that your finance application has not been accepted. Unfortunately, due to confidentiality laws Brook + Wilde are unable to see any information regarding your application. Please contact Duologi via email at customers@duologi.com for more information.

Can I use the current site promotion and pay by finance?

Yes, you can!

Can I use a coupon code and pay by finance?

Yes, you can!

What happens if I cancel or return my order?

If you paid using our finance option and you need to cancel your order, you will need to cancel your order directly with Brook + Wilde first. Duologi will cancel your finance agreement on instruction from Brook + Wilde only.

I want to amend my order.

Please contact our Brook + Wilde customer care team on sales@brookandwilde.com for assistance.

What happens if my payments have started and I have not received my Brook + Wilde order?

If your payment is due, but you still haven’t received your ordered items, please contact our Brook + Wilde customer care team on sales@brookandwilde.com to get an update on your order.

I have a question about my finance agreement, who should I contact?

Please contact the Duologi after-sales support team on 0345 5211 881 or via email at customers@duologi.com.

How do I change my direct debit details?

Please contact the Duologi after-sales support team on 0345 5211 881 or via email at customers@duologi.com.