Terms and Conditions of Sale

Please read these Terms and Conditions carefully before placing an order with Lola Sleep. By accessing our website (lolasleep.co.uk) or purchasing any product from us, you agree to be bound by these terms. If you have any questions, please contact us at lola.customerservices@lolasleep.co.uk.

Lola Sleep is a trading name of Lola Sleep Ltd, a company registered in England and Wales (Company No: 12133045). Our VAT number is GB 350 6470 13. Our registered address is: Office 2A, Acomb Court, Front Street, York, YO24 3BJ.

These Terms are governed by English law and are subject to the exclusive jurisdiction of the courts of England and Wales. Your statutory rights under UK consumer law are not affected by anything in these Terms.

Section 1 – Your Agreement With Us

By placing an order on our website you confirm that you are at least 18 years of age and legally capable of entering into a binding contract. Your order constitutes an offer to purchase; a binding contract is formed when we send you an order confirmation email. Please review the specifications in that email carefully and contact us immediately if any details are incorrect.

Section 2 – Made-to-Order Products and Your Responsibility for Order Accuracy

Many of our mattresses are manufactured to order based on the size and specification you select at checkout. Because of this:

• It is your responsibility to ensure that all product specifications — including mattress size, firmness, and any other options — are correct before submitting your order. We strongly recommend measuring your bed frame carefully before ordering.
• We provide a size guide on our website to assist you. We are not liable for orders placed using incorrect measurements or specifications provided by the customer.
• As our mattresses are made to order to your chosen specifications, they are exempt from the standard 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This means that once your mattress has entered production, you do not have an automatic right to cancel, return, or receive a refund solely on the basis that you ordered the wrong size or changed your mind.
• For hygiene reasons, we are also unable to accept returns of mattresses that have been delivered and unpackaged, unless they are faulty or not as described under the Consumer Rights Act 2015.

Important notice at checkout: A summary of this clause is displayed at the checkout page and forms part of your agreement when you place your order.

Section 3 – Cancellation of an Order

You may cancel your order without charge provided you notify us in writing before production of your mattress has commenced. To check whether production has begun, contact us as soon as possible at lola.customerservices@lolasleep.co.uk or by telephone.

Pre-production cancellations

If you notify us before production begins, we will cancel your order and issue a full refund within 14 days.

Post-production cancellations (before dispatch)

If production has already commenced but your order has not yet been dispatched, we reserve the right to decline the cancellation. Any goodwill refund offered in such circumstances may be subject to a deduction to reflect manufacturing costs incurred.

Cancellations after dispatch

If your order has already been dispatched when you notify us, a delivery charge of £40 will be deducted from any refund to cover outbound shipping costs. If the mattress has been delivered and unpackaged, the made-to-order and hygiene exemptions described in Section 2 apply and we are not obliged to accept a return.

Nothing in this section affects your right to return a mattress that is faulty, damaged on arrival, or not as described (see Section 12 — Warranty).

Section 4 – Financing (Klarna)

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer the following payment option: Pay in 3 Instalments. Payment is made directly to Klarna. Further information and Klarna's user terms are available at klarna.com. Your personal data is handled in accordance with applicable data protection law and Klarna's privacy statement.

Section 5 – Prices and Payment

All prices are displayed in pounds sterling (GBP) and include VAT where applicable. Prices are subject to change without notice, but changes will not affect orders already confirmed. We reserve the right to cancel an order in the event of a pricing error, in which case a full refund will be issued.

Only one discount code may be applied per order.

A confirmation email is sent upon purchase. If you require a VAT invoice, please contact us at lola.customerservices@lolasleep.co.uk.

Section 6 – Delivery

1. All deliveries will be made to the shipping address provided at the point of order. Please ensure someone is available to receive the goods on the scheduled delivery day.
2. If you miss your delivery, a redelivery charge of £40 may be payable before the order is delivered again, or deducted from your refund.
3. If an order has been dispatched but subsequently cancelled before delivery, a fee of £40 is payable by the customer to cover shipping costs.
4. We can leave parcels with a neighbour or in a safe place only with prior written permission from the email address registered to your order. We will not be held responsible for items left in a safe place being lost or damaged following such instructions.
5. While we will always aim to deliver your entire order in one delivery, certain items (such as pillows ordered with a mattress) may be sent separately and arrive on different days.
6. It is your responsibility to check that the delivery contains all items listed on the Proof of Delivery (POD) document before signing. A signed POD confirming all items received may be used as evidence against any subsequent claim of missing items. If items are missing, note this on the POD before signing and inform the driver at the time.
7. Any damage to delivered items must be reported to the driver and to our customer services team as soon as possible after delivery. Cosmetic damage that does not affect use will be logged for future reference.
8. Selecting standard door-only delivery means delivery to the first entrance door only. For delivery to an upper-floor apartment or specific room, please select the premium delivery option at checkout.

Section 7 – Collection of Returned Items

9. Collections will be arranged directly with our courier partners.
10. There must be sufficient space to safely remove the mattress or dismantle furniture as necessary.
11. Our drivers reserve the right to decline collection if they consider it unsafe to do so (for example, due to an obstructed or insufficiently wide exit route).

Section 8 – 120-Night Sleep Trial

We want you to love your mattress. That is why we offer a 120-night sleep trial. If your mattress is not right for you, we will exchange it for an alternative model of your choice.

How it works

• Contact us after at least 30 nights of use (we ask for this period to allow your body time to adjust to a new mattress).
• Email lola.customerservices@lolasleep.co.uk with your full name, delivery address, and original order number. Let us know which replacement mattress you would prefer.
• Our team will respond within five working days to arrange the next steps.

Eligibility conditions

• The mattress must be regularly rotated or turned (depending on model) during the trial period.
• The mattress must be clean, unstained, and in re-sellable condition upon collection. Soiled or damaged mattresses are not eligible.
• The trial applies to mattress exchanges only. It does not entitle you to a cash refund unless required by law.
• We reserve the right to refuse the trial where we have reasonable grounds to believe it is being abused — for example, where a customer appears to be exploiting discount codes or seeking to repurchase the same model at a lower price.

This trial does not affect your statutory rights under the Consumer Rights Act 2015.

Section 9 – Warranty

Lola Sleep offers a warranty on all mattresses and beds as follows:

• Lola Pocket Memory Mattress — 10-Year Warranty
• Lola Memory Hybrid Mattress — 10-Year Warranty
• Lola Ortho Hybrid Mattress — 10-Year Warranty
• Lola Natural Mattress — 10-Year Warranty
• Lola Performance Hybrid Elite Mattress — 10-Year Warranty
• Beds — 10-Year Warranty

All new goods are sold with a minimum 12-month manufacturer's guarantee. The warranty period begins on the date of delivery. You must retain your proof of purchase as it will be required to make a claim.

What is covered

The warranty covers manufacturing defects only. It does not cover ordinary wear and tear, misuse, accidental damage, or damage caused by failure to follow care instructions.

Warranty coverage scale

Year Range	Coverage
0–2 years	100% free replacement or repair
2–3 years	70% credit toward a new mattress
3–5 years	50% credit toward a new mattress
6–7 years	30% credit toward a new mattress
8–10 years	20% credit toward a new mattress

How to make a warranty claim

12. Contact us by email at lola.customerservices@lolasleep.co.uk with full details of the defect.
13. If the claim is accepted, we will arrange collection of the mattress for inspection. The carrier reserves the right to refuse collection of items that are inadequately packaged or unhygienic. Pre-payment of collection costs may be required in some circumstances.
14. If the defect is validated, we will arrange a replacement from our then-current range. Any difference in price between the original and replacement item is payable by the customer.

Warranty conditions

To keep your warranty valid, you must:

• Use a moisture-proof mattress protector at all times.
• Place your mattress on a suitable, sturdy base that supports 100% of the mattress surface evenly.
• Rotate your mattress head-to-toe once a month for the first three months, then every three to six months thereafter.
• Vacuum your mattress at least twice a year.
• Keep the mattress dry and away from moisture, damp, or direct sunlight.

What is not covered

• Normal wear and tear, including standard softening of foam.
• Soiled, stained, or unhygienic mattresses.
• Damage caused by misuse, accidents, pets, or standing/jumping on the mattress.
• Mattresses not opened within 14 days of delivery.
• Defects caused by repetitive pressure on a single small area.
• Defects caused by exceeding the weight limit of 18 stone (114 kg) per sleeper.
• Damage caused by mould, mildew, liquid spillage, improper ventilation, or excessive humidity.
• Comfort preferences (firmness, heat retention) after the sleep trial period has expired.
• Defective cover only — in this case, only the cover will be replaced, not the whole mattress.
• Imperfections that do not prevent normal use of the product.

Return charge for non-faulty items

If your mattress arrives with a manufacturing fault, your return will be fully covered by us, including collection, inspection, and replacement where required.

If a mattress is returned without a confirmed fault (for example, due to personal preference or change of mind, and where the sleep trial has expired), a £60 return charge will be deducted from any refund to cover collection and handling costs.

Section 10 – Spring Counts

All stated pocket spring counts are based on a standard UK King Size (150cm) model. The number of springs in any given mattress will vary proportionally depending on the size ordered.

Section 11 – Product Descriptions and Accuracy

We take care to ensure that product descriptions, images, and specifications on our website are accurate. However, colours may appear differently depending on your device or screen settings, and we cannot guarantee an exact match. Measurements and specifications are provided in good faith.

We reserve the right to correct errors, inaccuracies, or omissions on our website at any time, including after an order has been placed. If a material error affects your order, we will notify you and offer the option to cancel for a full refund.

Section 12 – Your Statutory Rights

Nothing in these Terms affects your statutory rights as a consumer under UK law, including your rights under:

• The Consumer Rights Act 2015 — goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you may be entitled to a repair, replacement, or refund.
• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — where applicable (note the made-to-order and hygiene exemptions described in Section 2).
• The Consumer Protection from Unfair Trading Regulations 2008.

If your mattress is faulty, damaged on arrival, or not as described, please contact us within a reasonable time at lola.customerservices@lolasleep.co.uk. We will arrange an inspection and, where appropriate, a repair, replacement, or refund.

Section 13 – Limitation of Liability

To the extent permitted by law, Lola Sleep's total liability to you in connection with any order shall not exceed the price paid for the relevant product. We are not liable for indirect or consequential losses, including loss of profit, loss of data, or loss of opportunity.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under English law.

Section 14 – Third-Party Links and Tools

Our website may contain links to third-party websites or tools. We are not responsible for the content, accuracy, or practices of third-party sites and recommend you review their terms and privacy policies before engaging with them.

Section 15 – Privacy and Personal Data

Your personal data is processed in accordance with our Privacy Policy, available at lolasleep.co.uk. By placing an order, you consent to the use of your personal data as described therein.

Section 16 – Changes to These Terms

We reserve the right to update these Terms at any time. The version displayed on our website at the time of your order is the version that applies to that order. We recommend checking this page periodically.

Section 17 – Contact Us

If you have any questions about these Terms, please contact us:

• Email: lola.customerservices@lolasleep.co.uk
• Post: Office 2A, Acomb Court, Front Street, York, YO24 3BJ

Lola Sleep Ltd | Company No: 12133045 | VAT: GB 350 6470 13


Updated May 2025 | lolasleep.co.uk