Terms & Conditions

Creating Comfort Terms & Conditions

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Making a Purchase

Making a purchase could not be easier. Just browse our Catalogue, and click on any items that you wish to buy and put them into the shopping cart. After you have finished your selection, click on "Order" and you will be asked for a few details that we need to be able to satisfy the order.

We accept Visa, Solo, Switch, Discover, MasterCard, debit cards, American Express, & PayPal Express checkout. We do not charge for any item until it is ready to ship. Back ordered items are not charged until they are shipped. You may complete orders via phone, fax, by registered post and over the Internet.

Shipping and Handling

The price of all our products include delivery unless stated to the major population areas of the mainland UK, if delivery is to a more remote area such as the Highlands of Scotland there may be a surcharge, in any event you will be contacted for your approval before any such charge is made.

You will always be contacted before delivery of these products and a suitable delivery date made when possible, if you fail to keep an appointment you shall be liable for all reasonable costs that we incur.

We normally use an overnight service, which gets the package to you within 24 hours of dispatch except Sundays for most areas (Saturday in some cases), remote areas delivery can take a day or two longer.

We do require a signature on delivery and goods will not be left without a signature.

Delivery is to your door and most able bodied people can carry one of these mattresses but if you do find them heavy to move please don't strain yourself, we recommend that you get a friend to assist you.

On delivery please inspect the package and if it looks badly damaged do not sign for it and refuse it stating your concern.

Important, please does not use anything sharp to unpack your mattress or any other goods as damage may result, for which you will be liable.

Shipping Rates

For a full list of shipping destinations & rates ...click here

Next Day Delivery

Next day delivery applies to products that are applicable for next day delivery only and that are ordered before the order deadline like our Next day Foam Mattresses and our Memory Foam Mattresses. We endeavour to deliver all goods within the stated time scale(s), but we will not be made liable for any loss should a product be delayed for any reason. May we also advise that if you are going to dispose of a current mattress please do not do so until your new mattress has been received.

Free next day delivery products includes delivery to the major population areas of the mainland UK, if delivery is to a more remote area such as the Highlands of Scotland there may be a surcharge, in any event you will be contacted for your approval before any such charge is made.

You will always be contacted before delivery of these products and a suitable arrangement made, if you fail to keep this appointment you shall be liable for all reasonable costs that we incur.

The couriers that we use have a success rate of around 98.6% for deliveries on time however we cannot be held responsible for any loss should a product be delayed for any reason.

Free Next Day Delivery does NOT apply to Saturdays or Sundays, there is an additional charge for guaranteed Saturday delivery of £25.00 (service available on request). Therefore Next Day items purchased on Friday will be delivered on the following Monday, unless you request the Saturday delivery service at the additional cost. No Deliveries on Sundays, next day goods purchased on Sunday will be processed on Monday for next day delivery.

Delivery Schedule

We deliver your order right away. Next day delivery items are dispatched on the same day providing the order deadline has not elapsed. Most products not stated as next day delivery arrive within a three to fourteen working days unless stated (depending on the product), but our basic policy is to get the product to you as quickly as possible. We keep you fully informed at all times and do not take any money until the goods are ready for dispatch. Before placing an order, please check that the items of furniture will fit through any passages, stairwells, landings and doorways on the way to the destination room, as part of the checkout process, you will be requested to confirm that you have checked access thoroughly.

Back Orders

If your item is not in stock, we will keep you fully informed and not debit your card until we have contacted you and received your approval of the new delivery date. You will always be emailed with the option to cancel your order if you would rather not wait.

Tax Charges

For orders made from the UK or the European Union, 20% VAT is included.

Credit Card Security

All credit card numbers and are processed by our merchant bankers when an order is placed using full banking encryption. They are only decrypted after they reach the merchant bank system. They are not held in clear text or any form directly on our web site.

Privacy Policy

We respect your privacy! Creating Comfort ltd does not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser. If you turn off cookies, you will be unable benefit from the features that use cookies. Full privacy policy can be found by going to our Privacy Policy Page.


All our products come complete with a manufacturer’s warranty, (details available on request).

All purchases from Creating Comfort ltd are covered under the 1979 Sale of Goods Act.

Manufacturers do from time to time change the specifications of their products and the goods that we supply are usually of the very latest specification due to the quick turnaround of our stock, if you are replacing something or comparing a product please make sure that it is the latest specification that you are comparing it to.

All information supplied on this website is given in good faith and as accurate as possible, this does not affect your statutory rights as a consumer.

Returns Cancellations Policy


All returns need to be authorised by Creating Comfort ltd before goods are returned to us. A unique RMA number will be issued & original delivery cost may be deducted on returns.

Clearly state your RMA number on the outer packaging, failure to do this will result in any non-authorised returns being rejected & returned to you! State your name, address & RMA number in all correspondence, as not to do so will delay the refund process.

Our returns address will be issued with your unique RMA number.

To cancel a contract, you may do so in writing or via email with in 7 days of placing the order. If the order has not been dispatched you will not incur any costs, but if we have already dispatched the goods you will be liable for the delivery and return costs we incur. You will be required to package the relevant product securely and send it to us so that we receive it within seven working days of the date the product was delivered to you. The return address is will be issued when a RMA is raised.

Please note that you will be responsible for the costs of returning the goods to us, we may arrange for collection of the product from your residence at your cost. You should be aware that once we begin the collection process, you will not be able to cancel any contract you have with us for services carried out by us. As soon as we receive notice of your cancellation of the order, we will refund the relevant part of the purchase price of the product within 28 days from the date we receive the returned goods.

Important - bespoke made items cancellations: including, sofa beds, mattresses and mattress toppers

  • If the goods have not yet been manufactured and your cancellation is received in writing within 7 days, but non of the below apply - your order will be cancelled and a full refund given - no restocking fee.
  • If the goods have been manufactured but have not been dispatched, you will be liable for the Full Cost.
  • If the goods have been made and have been dispatched, your will be liable for the Full Cost.

Refund Policy

Creating Comfort ltd adheres to the U.K's distance selling regulations 2000. However, we regret that we cannot accept returns of the following: Sofa beds, pillows and mattresses, mattress toppers, bed wedge pillows, bedding and protectors.

Products that have been made to a bespoke size or personalised type and because of that cannot be sent on approval.

The above products will be exempt from the statutory 7 day cooling of period where the products have been unsealed, and your right to cancel will have ended for reasons of health and safety (hygiene) as the product will be deemed to have been used.

Most of our products are free delivery however, if you wish to return something because you have changed your mind you will be liable for any delivery return costs involved, this applies to UK and overseas buyers - a restocking fee may apply. Any refunds minus restocking fees will be made normally within 28 days.

All returns need to be authorised first by Creating Comfort. We will issue a unique RMA number.

You will also be liable for any return postal costs in getting the goods back to us on all of the above applies to all UK & overseas customers. We recommended but do not insist that goods are returned recorded delivery insured. (All of the above exclude bespoke made items).

Important: We Creating Comfort will issue a RMA number that must be clearly visible on the outer packaging of returned goods, failure to obtain and display your unique RMA will result in your goods being refused and returned to sender.

Important: Returned goods must be undamaged and in a resalable condition for a refund to be issued.

Communication can be established by logging into your account our using our "contact us" email form. We aim to respond to all emails within 24hrs, weekends may extend to the next working day.

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

Creating Comfort reserves the right to change these terms and conditions from time to time without notice to you and any changes will take effect on the day they are posted. Any such changes will be posted on this section of the website and your continued use of the website constitutes your agreement to be bound by the prevailing terms and conditions. You will be requested to read and accept these terms and conditions every time you place an order. For this reason we encourage you to review them whenever you use this website to ensure that you are familiar with the latest terms and conditions. We also recommend that all our customers print and retain a copy of the terms and conditions for future reference.


Q:Do creating comfort products comply with all UK safety regulations?

All our products fully comply with the Furniture and Furnishings (Fire) (Safety) Regulations Act 1988 (amended 1989)

Q:I usually get very warm. How can a Memory Foam mattress help this?

Memory foam mattresses have a unique open cell structure which allows air to circulate freely, they do though, have the ability to retain body heat more efficiently than an ordinary mattress and you may need to reduce the thickness of covers accordingly.

Q:Why does my new mattress smell funny?

All memory foam mattresses (& products) have a distinctive odour when you first unpack them. This will gradually disperse once your mattress is aired.

Q:Do I ever have to turn a Memory Foam mattress?

Memory foam mattresses should not be turned. The foam will not distort of sag in its lifetime. The mattress can be rotated if required.

Q:We have had a custom-made bed which is an unusual size. Can you make a mattress to fit it?

We can construct a mattress of any size and specifications, to meet your requirements. We can build mattresses for caravans, boats (which we have done many of), baby cots, etc, the list is endless. Complete the form on the Build Your Own Mattress page, once a representative confirms your size and you are happy with the quote, then your mattress specifications will be sent to our manufacturing facility and delivered to your door which can be a little as 48 hours from receiving your order. A true benefit of British manufacturing! For a quick competitive quote please Contact Us.

Q:Are memory foam mattresses a breeding ground for bed bugs?

Bed bugs also known as Dust mites feed on your discarded skin cells, and most sprung mattresses have hundreds of thousands of the little buggers. Memory foam beds are much less attractive to dust mites because they have a closed cell structure, unlike the hollow centre of an sprung mattress.

Q:How does the memory foam mattress compare with a sprung mattress?

Innerspring or sprung mattress beds use old-fashioned metal coils to provide support while you lay in bed. These springs are unable to conform to the unique curves of your body. When you aren't supported like you should be, you begin to develop aches and pains both in the skeletal system which results in muscular strain. These pains are what cause you to toss and turn during sleep. These disturbances prevent you from ever entering the deep sleep stages that are required for proper rest. A memory foam mattress will curve to the shape of your body through the heat sensitivity properties, hence reducing the pressure points on joints and muscles, a worthwhile investment for true relaxation.

Q:What Is The Difference Between Good And Bad Memory Foam?

Memory foam is graded by it's density. Imagine yourself cutting a huge "dice" out of memory foam 12"x12"x12" and placing it onto a weighing scale. The weight of that 12" sized cube is how you determine density. For example, if your "dice" weighed 5.9 lbs. it's considered to have a density of 5.9, or if it weighs 3.2 lbs. the density is rated as 3.2.
Pretty simple, really, isn't it. Like most things, we all thought density would be determined by some E=IR formula or something terribly complex.

Q: How long will it take for the mattress to recover to its full height once unpacked?

Upon purchasing your mattress, leave unwrapped for 8-12 hours at a room temperature of approx 18ºC or above. The warmer the room temperature, the quicker the mattress will recover to its full height. After 8 to 12 hours the mattress can be slept upon. Complete mattress height recovery can take up to 10 days after opening.

Q: Does it affect the effectiveness of the memory foam being compressed and rolled up?

Not at all. You may enjoy the benefits of your new mattress almost immediately. You may notice small creases in your new mattress - these creases are normal and will normally disappear completely within a few days of opening the sealed bag.

Q: My new mattress has a slight odour to it will this fade, or how can I get rid of it?

Memory Foam products often have a slight residual manufacturing odour. This will disappear within 2 weeks upon removal from the protective, plastic packaging. Foam has a natural odour to it. The odour will fade. The foam and odour are non-toxic. Over time, your foam will oxidise, this will cause the colour of the foam to change.

Q: Is it possible to clean the mattress due to the memory foam inside?

The memory foam products are firstly wrapped in a hypoallergenic cloth to prevent build up of bacteria and fungal growth. If the mattress does require cleaning, use a damp cloth and pat dry with a dry towel. Clean the cover in accordance with the washing instructions contained on the specified label on the cover. Turn the cover inside out for best results.

Q: Do you offer a trial period on your memory foam mattresses?

There is not the need for a trial period as our mattresses are made to suit you and or your partner's individual body weight. WE TAKE STEPS the first time around to ensure the mattress is the right ONE.


We Endeavour to give you accurate information and advice however this is intended for information purposes only and should not be a substitute for medical advice. Consult your Doctor if you are suffering from any medical condition , never disregard professional medical advice or delay in seeking it because of something you have read on this site.

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