FAQs / Help Center


Are you still open?

Yes, our webstore is still open and our couriers are still delivering.

What is the current delivery estimate?

Our current delivery estimate is between 1-5 working days*. Due to the current situation, we are experiencing some delays. Please be patient and allow extra time for delivery. Our couriers are dealing with an extraordinarily high volume of packages, and are facing the same challenges we all are.

* updated as of 17/06/2020

I do not have my confirmation/dispatch email

Please check your junk inbox, these types of emails commonly go in there. If you do not have your email, please contact our customer service team via Please quote your order reference number so we can locate your information quickly. 

Do you have x in stock?

If the item states ‘ due in soon’ then it is out of stock, and due to be delivered. We are still receiving deliveries. Each item will be on an individual basis. If the size is not listed, then the size is currently out of stock. Please email if you would like to know the status of an individual product.

I have emailed and tried calling but not receiving any answer, what is going on?

Firstly we sincerely apologise for any delay in response to communications and any inconvenience caused by this. Please be assured our team is working extremely hard to respond within a timely manner. We are doing our absolute best to handle the knock effect of the pandemic whilst striving to deliver the best customer service we can. We are hiring extra staff to handle the extremely high volume of communication and due to understandable delays with our couriers, we have updated our delivery estimates to between 1-5 working days. Following government and WHO directives, our customer service team, and the courier customer service team at XDP  are working from home so all phone lines are temporarily closed. Emails aim to be answered within 24 hours. Please be patient and understand this is a very difficult time for everyone, and we are working to get your order to you as quickly as we can.

Why has my payment failed/declined?

The most common reason for failed payment is an incorrect billing address. Please make sure your billing address is the address your card is registered too. You can have any delivery address you want, but the billing address MUST be the address the card is registered too, otherwise, your payment will be declined. Please check your address and card details are correct. You also have the option to check out with PayPal as a quicker and easier alternative to a manual checkout. Other reasons that your payment may fail are insufficient funds or fraud protection.

General FAQ

Why has my payment failed but money has still been taken?

This could be for a number of reasons such as incorrect billing address, insufficient funds or fraud protection. What happens when the order fails but money appears to have gone from your account is because your bank places a hold on the transaction. They reserve the funds until the request times out (this varies by Bank/Credit Card Company) or is canceled by the customer.  No money is taken by Ultimatesmartbed, your Bank has simply “reserved” the amount for the transaction to complete.

Ultimatesmartbed cannot cancel the request, but you can call your Bank/Credit Card provider to request the transaction released.  We are happy to provide your bank proof that we haven’t taken funds, and what the declined transaction codes are.

How much is delivery?

Delivery is FREE to UK Mainland.

How can I track my order?

You can find your tracking number and link in the dispatch email. Click on the tracking number link to view the status of your order.

When will my delivery take place?

If you place your order before 1:30pm Monday-Friday your order will be dispatched the same day. Deliveries are usually made within 1-5* working days Monday – Friday between 7am and 8pm. Our couriers will give you a two hour ETA on the day of delivery. You can choose a specific day for delivery at checkout when you place your order, to avoid delivery on a day not suitable.

* deliveries within 1-5 working days due to current pandemic. Please allow extra time for delivery.

Can I request a specific delivery timeslot?

Unfortunately, this is a service our couriers do not currently offer at present.

Can I collect my items?

You can collect your order from us and pay upon collection. Orders placed and paid for online cannot be collected. Contact us on

Do you take away the old beds or mattresses?

No we do not.  British Heart Foundation collect beds and furniture free of charge.

Do you provide an assembly service?

As we use a third party courier and to keep our prices as low as possible, unfortunately, we do not provide an assembly service. 

Can I pay over the phone?

You can place an order over the phone, however, payment must be made via bank transfer.

Do you have any stores where I can view products?

To keep our prices as low as possible, we do not have traditional brick and mortar stores that come with large overhead costs. We do not have an onsite showroom.

How do I cancel my order?

You will need to confirm your cancellation as soon as possible before dispatch in writing to to which one of our staff will be able to help. 

Can I leave the delivery with a neighbour or safe place?

Orders can be left with a neighbour, or a signed note can be left for the driver, instructing them to leave your order in a safe place – e.g. garden, front porch. PLEASE NOTE: If you leave a signed note for the driver, this is a signature of authorisation for the order to be left unattended. We will not be liable for theft or damages. If you choose to instruct to leave with a neighbour or in a safe place, do so at your own risk.

I will not be at home for my delivery, what will happen?

The driver will leave a calling message via email. You will then need to contact the courier directly to re-schedule a further delivery date with them. The couriers will attempt two deliveries free of charge, if delivery has not been successful on the second occasion then a charge of £45.00 will be made before a 3rd delivery attempt can be booked.

How long is my warranty period?

We offer a 12-month guarantee on all our products.

I have no instructions what can I do?

Our products should come with printed instructions, however, if for some reason the instructions are missing, the instructions are available to download online. Go the product page, and scroll down to the information section, and click on the tab named ‘ Assembly’ there will be a link to click on, that will show you your instructions. Some of our products also have assembly videos available.

How come you do not deliver to my postcode?

We deliver to all major areas, the areas we deliver to are listed in our delivery information, however, if your area is not listed, kindly contact us for a delivery quote to your location.

I have only received one of my boxes from my order.

Very occasionally boxes get separated. If this happens, we advise to accept the partial delivery and contact customer services team with your order number at at the earliest opportunity, so they can locate the box with our couriers and get this to you as soon as possible.

My order has arrived damaged, what will you do?

Please take photos at the earliest opportunity and send them to us with your order number, and details of the damages to where one of our customer service team members will help to resolve the issue as soon as possible. If it just the boxes that are damaged, please inspect the items inside before contacting us as in most cases the items are fine.

My memory foam mattress stinks!

Memory foam mattresses commonly have smell when first opened. This is due to the manufacturing process of the memory foam using polyurethane and other chemicals. The odour is called ‘off-gassing’. This is NOT a fault with the product and the smell will go away after a few days. It is not toxic or harmful. We recommend leaving the mattress to air in a well-ventilated area, and use a fabric freshener like febreeze to help dissipate the smell. Other people recommend using vinegar water spray or baking soda to help relieve the smell.

Can I return my mattress?

Unless your mattress has a fault, due to hygiene reasons we will not accept returns of mattresses. if your mattress has a manufacturing fault or is damaged please contact us on with your order number and a photo of the fault and a member of our team will be able to help.

Do your prices include a mattress?

The price is for the frame only. There are options to choose a mattress if you require one. The cost of a mattress is extra.

Can you do this bed frame in another colour/size/further options.

As we are not bed manufacturers, we do not offer a custom service. Our bed frames are as seen.

Where can I find more detailed information about your products?

We try to give as much detailed information as we can online regarding our products. This information is to the best of our knowledge and from our manufacturers. If there are any other queries, please contact us on and a member of our team will be able to help if you cannot find an answer to your question online.

Do you sell any other Furniture?

At present, we only sell bed frames, mattresses, and a small selection of chairs.

Can you do this bed frame in another colour/size/further options.

Yes we offer custom service. Contact us to discuss

Where are you based?

We are based in England.

To keep our prices as low as possible, we do not have traditional brick and mortar stores that come with large overhead costs. We do not have an onsite showroom.

We only sell on our webstore.

Where are your beds and mattresses manufactured?

All our beds and mattresses are manufactured in Europe.

How can I contact Ultimate Smart Bed?

The easiest way to contact us is via our website contact form. You can also email:

How do I make changes to my order?

Please send an email to: or contact us through the website contact form.

Do you offer finance?

No we do not offer financing for now.

But we are currently working with our finance partners to be able to offer 12 months interest free finance.

As soon as this option is available, we will surely let you know.

How long does delivery take after ordering?

From ordering one of our beds, delivery takes between 2 – 8 weeks. Each of our beds are made to order. If you order a mattress with a bed then we will deliver both at the same time.

What sizes are the beds?

Our beds come in small double, double, king and super king sizes. The dimensions are given below:

Small Double Bed – 120cm * 200cm
The Small Double Sized bed fits any Normal Small Double Size Mattress.

Double Bed – 140cm * 200cm
The Double Sized bed fits any Normal Double Size Mattress.

King Sized Bed – 160cm * 200cm
The King Sized bed fits any Normal King Size Mattress.

Queen Sized Bed – 180cm * 200cm
The Queen Sized bed fits any Normal Queen Size Mattress.

For customs sizes, contact us

What weight can the bed support?

Does the bed come with a mattress?

NO! The bed does not come with a mattress. There are options to choose a mattress if you require one. The cost of a mattress is extra.

How much is delivery?

Delivery of your Ultimate Smart Bed is free within UK.

Are returns free?

We offer a 14 day returns policy for the Ultimate Smart Bed. Please note we do charge a £90 administration fee for bed returns to help towards some of the costs of dismantling and returning the bed.

How do i return the bed?

Simply contact us at:

If you have purchased from our webstore, please call or email the shop directly to discuss your order, or for any queries.


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