Customer Services
delivery | product guarantee | payment method | product care | returns and refunds | terms and conditions | privacy policy
As a specialized sleeping recovery consultancy service supplying the international world of professional sport we endeavour to provide the highest levels of customer service at all times.
We constantly strive to improve and maintain our site, aiming to provide users with a smooth and secure experience. Please feel free to contact us with any problems you encounter on the website.
We cannot guarantee a reply to every email we receive, but we do guarantee we read everyone. If you require an urgent reply with regard to any query you may have, please call us 0161 654 1055 See our contact details page for more information.
Delivery lead times can vary between 7 and 28 working days dependent on the item/s ordered, which do not include weekends or Bank Holidays. You will be contacted if for any reason these delivery times cannot be met.
We endeavour to deliver all our mattresses within mainland UK free of any further charges. Any additional charges that may apply to your specific order can be found on the product pages or you will be notified.
Our full range of products is delivered FREE with any minimum order value of £30 in mainland UK.
Acknowledgement of your order.....
Please take care to view all our terms and conditions before you make any decisions you are not fully clear about. Take a little time out when choosing products so that they meet your needs but if you any concerns why not complete our online sleeping profile and get our help and guidance. We ask at this stage you could check all the details carefully, so we can proceed with your order with confidence.We will send you an acknowledgement by return email.
FAQs about delivery
Where do you deliver to?
We deliver to the mainland UK and the Scottish Isles, Isle of Wight, Isle of Man, Northern Ireland, Republic of Ireland and Channel Islands. We use only accredited professional national carriers (parcel force) to deliver direct to your door. We also endeavour to dispatch our orders for a weekend delivery whenever possible.
Some additional delivery charges may apply to orders placed outside the UK mainland. Please check on the site or contact us direct.
An international delivery service is available and we will be only to happy to provide details upon request.
What happens if I am not at home when you deliver my goods?
If you are not in when our carriers have planned to deliver they will leave a card with contact details of where you can collect or to re-arrange delivery. Any additional charges that may apply for re delivery will be kept to a minimum dependent on the circumstances.
Will you only deliver to the door?
All our products are packed to access almost any circumstances and protect our environment, but if you have any specific concerns or very difficult access to your home please inform us when your order is placed.
Could you remove my old bed?
As a specialist sleeping product supplier we unfortunately are unable to remove your old bed or mattress. Your local council however are normally very helpful in this area, to ensure that bulky items like old beds are disposed of correctly and free from landfill sites wherever possible.
SA-PRO sleep-matts are supplied with a 5 year warranty.
During your first year of your ownership, Sleep Athlete will exchange any product that is deemed faulty due to poor workmanship. In the second year of ownership, replacements for the same or any other reason may have to be inspected. A re-delivery charge will be applied where applicable.
The full replacement charges in subsequent years are based on a sliding scale, calculated as follows:
Years owned the product: % of the retail price
1st year 0%
2 - 3 40%
3 - 4 60%
4 - 5 80%
You must comply with the Warranty Conditions to claim the above.Wherever possible, any replacements will be identical or as closely matched as possible.
Warranty guidelines
It is important that general care is taken when treating, cleaning and handling the product. Please read the care guides supplied carefully. We are unable to accept items for exchange or repair that are either soiled or unhygienic.
We recommend a good quality mattress protector is used at all times with our mattresses. Perspiration and skin scales are naturally lost during sleep, this needs to be absorbed protecting your product and maintaining a comfortable and fresh environment to sleep in.
Returns of incorrect, faulty or damaged products
If you find your new goods are either incorrect, faulty or damaged within 7days of your delivery, please contact us immediately. We will offer you either the choice of an exchange of faulty part or product or collection with full refund. This does not affect your statutory rights.
All major credit and debit cards are accepted.
The Sleep Athlete website uses a secure server for the transfer of all personal and credit card details, which means that using your credit card online is no more unsafe that using it on the high street. We use a Protx payment gateway facility to authorize your transaction and GeoTrust to safeguard the secure transmission of your personal details.
However, in the unlikely event of unauthorized use of your credit or debit card, your bank will offer limited liability or a full refund.
By cheque simply send directly to our registered address made payable to: Sleep Athlete Ltd.with the details of your order and contact details.
When you place an order we ask and appreciate for payment in full, which assists us to process your individual order.
Be assured as a leading sleeping performance consultancy in the world of professional sport all information provided is held with the highest levels of confidentiality at all times.
SA-PRO sleep-matts
• Let your new sleep-matt breathe, the special materials used after being roll packed, will release an odour when unpacked. Air as much as possible in the first few days by removing your bedding during the day and keeping the room ventilated.Please be assured though that this will go away naturally and provides no harm to you.
• Please do not attempt to roll back up or bend your matt.
sa-pro sleepmatts do not need to be turned over they have one sleping surface.You can however turn them around (top n tail) on a regular basis to distribute weight pressure points think once a month
• Your base must at least be fit for purpose and to a recognized specification to accept a new sleep-matt. Any concerns please contact us or highlight this in your FREE personal sleeping profile (worth over £100).
• Size matters please check the size of your current bed/mattress as in the UK we still have old imperial measures along side metric? Approximate guide:
Singles = 90x 190cm or 3ftx 6'3ft and 100 x 200cm
Doubles = 135 x190cm or 4'6ft x 6'3ft and 140 x 200cm
King-sizes = 152 x 200cm or 5ft x 6'6ft and 160 x 200cm
Superking-size = 180 x 200cm or 6ft x 6'6ft and 200 x 200cm
Special sizes can be made to order simply contact us for a quote.
• A machine washable mattress protector is vital to absorb perspiration and skin scales lost during sleep and protect your product.
• Do not use detergents or chemical cleaners to remove stains or spillage, you will make the matter worse as they react with fire retardant properties in the fabric and fillings. All of our sleep-matts come with washable removable covers and mattress protectors are key to prevent exactly that.
• Mattresses have never been designed to last for twenty years or more. They have just been kept that long never mind what state they are in. This product will effect how you sleep, your sleeping habits, posture and personal performance. Check it every year to remind yourself of what it was like new and when you get over 3 years and onto 5 think about replacing to a new fresh mattress soon.
SA-PRO pillos & bedding
• Pillows can be just fluffy things to make the bed look great. In reality they are products that can change your sleeping habits if not purchased with extreme care. See FREE personal sleeping profile (worth over £100) or contact us
• If you need deep filled pillows to actually sleep with and more than one, your mattress is no doubt to firm for your body weight profile.
• Duvets come in various warmth ratings (tog) and fillings and they provide something fluffy and comfy to sleep under. Actually they control body temperature during the long hours asleep and should be chosen with care not because of a nice box or offer.
• You can also get body-duvets that accommodate the extremes for really hot and cold partners.
• Machine washable at 30 & 60 degrees protects you from the build of perspiration lost skin scales and allergen build up.
SA-PRO toppas
• A professional sleeping mattress is made up of bonded layers, so a good quality extra layer (topper) of your choice can be added to any new or older mattress to optimize higher levels of comfort and support. Caution an old poor quality mattress will simply reflect itself in the topper.
• Mattress toppers can be purchased very cheaply these days and make all sorts of claims. Again whatever your budget or concern get advice. See FREE sleeping profile
• Our professional guide: is very little is known about what products to buy and how they effect the quality of our sleep, our sleeping habits and our overall performance and ability to recover properly. So complete a FREE sleeping profile and enjoy professional advice from a professional sports sleeping coach.
In the unlikely event
You find your new goods are either incorrect, faulty or damaged within 10 days of your delivery, please contact us immediately.by email or call 0161 654 1055 office hours Mon - Frid 09.00 - 17.00. We will offer you either the choice of:
- An exchange of faulty part or product; or
- Collection with full refund.
This does not affect your statutory rights.
Although we do reserve our right to recover the cost of collection, which would be deducted from the refund amount.
You need to ensure that all reasonable care is taken of the goods whilst in your possession, and where possible original wrappings must be retained and used for collection.
Our carriers will liaise with you to arrange a mutually convenient day for collection of cancelled goods. Once we have received confirmation that the goods have been collected and returned in good condition, we will issue the relevant refund.
In the few cases where products were not dispatched direct from our carrier you will need to arrange carriage/post at your expense for the return of the goods direct to sleepatlete.com. Please ensure that these goods are wrapped well and in their original packaging. Goods will remain the responsibility of you the customer until we have received them. Once in our possession we will issue the necessary refund, subject to the condition of goods.
For further questions or queries please contact us by email.
The following terms and conditions apply to all transactions on www.sleepathlete.com The use of this site and the placement of an order indicates your acceptance of these terms and conditions. Please read carefully.
Description of goods
We have supplied all product specifications, images and other information published on our website. The intention of www.sleepathlete.com is that all information should be as accurate and up to date as possible. However, www.sleepathlete.com cannot guarantee the reliability or the accuracy of the information contained within its pages. All the actions taken by the user of the website are the responsibility of the individual.
Colours and covers are representative only. We make every effort to ensure that colours are as close as possible to the actual colours however there may be slight variations due to the nature of the medium. All sizes quoted are approximate.
Payment
The total price payable for the goods will be debited from your account at the time you place your order. We are entitled to make adjustments to the price to take account of any increase in our supplier's prices, or the imposition of any taxes or duties, or if due to an error or omission the price published for the goods is wrong whether or not the order has been confirmed. We will inform you of the correct price and give you the opportunity to cancel the order. All prices listed include VAT (Value Added Tax) at the new UK standard rate of 17.5%.
All orders are payable in full before delivery. Interest is chargeable on unpaid balances. sleep athlete will continue to own and reserve the right to repossess any goods sold under contract until payment has been received in full.
All credit and debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorize payment to us, we will not be liable for any delay or non-delivery.
You may also pay by cheque although we cannot dispatch the goods until payment has been cleared which can take at least 10 working days (does not include weekend or bank holidays).
Order Acceptance Policy
On the dispatch of the products ordered to you order acceptance and the completion of the contract between you and us will take place - unless we have notified you that we do not accept your order or you have cancelled it in accordance with our cancellation policy.
Non-acceptance of an order may be a result of lack of authorization, identification of a pricing or product description error or you not meeting the eligibility to order criteria set out below:
You must:
• Be 18 years old or older on the day of the order
• Own a valid credit or debit card that we accept
• Provide a UK delivery address including postcode. PO box numbers, hotels and accommodation addresses are not acceptable
By making a purchase from Sleep Athlete, you inadvertently authorize us to transmit or obtain information about you from third parties from time to time including, but not limited to, your debit or credit card number or credit reports to authenticate your identity, validate your credit card, obtain an initial credit card authorization and to authorize individual purchase transactions.
In the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering.
This Privacy Policy explains how we use the information we collect about you, how you can instruct us if you prefer to limit the use of that information and procedures that we have in place to safeguard your privacy.
Sleep Active Ltd trading as sleep athlete.com is registered in England and Wales company number: 5872182
VAT Registration Number: TBA
Head Office Address: Albany House, 7-17 Church Street, Wilmslow,Cheshire, SK9 1AX Telephone: 44 (0) 161 654 1055
Information collection and use
During the process of trading with Sleep Athlete, we will ask you to input information such as your name, email address, billing and delivery address, telephone number, product selections, credit card details or other payment information. We may also collect, and our third party providers may collect, information about where you are on the internet (e.g. the URL you came from, IP address, domain types), your browser type, the country and telephone area code where your computer is located, the pages of our website that were viewed during your visit and any search terms that you entered on our website.
All information which you provide and any information from which we can identify you, is held in accordance with the registration we have with the Data Commissioner's Office. We use your information for the following purposes:
Processing your orders
For statistical purposes
To administer this website
To notify you of products or offers that may be of interest to you (if you provide consent to do this)
Your information may be disclosed to third parties. All such third parties to treat your personal information as fully confidential and to fully comply with all applicable UK Data Protection. We will not release your information to anyone outside of the Sleep Athlete.
Be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your information, we are entitled to do so.
Cookies are used to keep of your current shopping session to improve and monitor your shopping experience. And so that you may retrieve your shopping cart at any time when on the site. Please note: if you do not accept Cookies you will be not be able to use this website.
Access rights
To obtain a copy of the personal information we hold about you, please contact us enclosing your postal details and a cheque for £10 payable to Sleep Active Ltd and send to our head office address.
