Frequently Asked Questions

What do I do if I have a query or problem?

If you have a problem with an item you have bought, your contract of sale is with the retailer, the person who you paid your money to. So, your first port of call should always be the retailer. Initially we would ask you to contact the retailer where you purchased the product and explain the situation to them.

 

I have a PE297EF or OL26SB pillow, what is the equivalent pillow?

Unfortunately we no longer manufacture or have any direct equivalents to the old PE297EF or OL26SB pillows because we brought out a brand new Dunlopillo Pillow Collection at the beginning of last year with a range of new innovative fillings and Dunlopillo latex.

You really would need to take the new collection from scratch. If you are after a 100% latex pillow then we recommend testing at your local Dunlopillo stockist the Super Comfort or Serenity Deluxe pillows from our Signature Collection. Being pure latex these pillows are quite deep and firm so if you are looking for something slightly slimmer and softer then we would recommend you to try one of our latex and layered fibre combination pillows at your local Dunlopillo stockist.

 

How do I find out what mattress in the Signature Collection is the equivalent to my old Dunlopillo mattress?

The new Dunlopillo Signature Collection mattresses have a completely different feel from previous ranges so there are not any direct equivalents to previous Dunlopillo mattresses, despite some having the same names.

If you are looking for a medium tension mattress, then we would recommend you to test at your local Dunlopillo stockist the new Millennium, Royal Sovereign or Diamond mattresses as these are the Dunlopillo medium tension models from our new Signature Collection.

Alternatively if you are looking for a firm tension mattress, then we would recommend you to try our new Orchid, Celeste and Firmrest mattresses at your local Dunlopillo stockist.

 

What do I do if I have a faulty/broken part on my old bed which needs replacing?

If your bed is still under guarantee, you will need to go back to the retailer where you bought your Dunlopillo product as this is who your contract of sale is with. For a bed which is out of guarantee unfortunately we do not hold stock of old parts.

 

How can I clean my mattress?

 

We would recommend using a dry foam cleaner to clean your Dunlopillo mattress because it is important to avoid saturating your mattress due to the open cell nature of latex. If needs be you can purchase replacement covers for the Dunlopillo Signature Collection mattresses from the retailer where you purchased your mattress. These are not a standard stock item, but an item the retailer would need to request through our Aftersales team.

Alternatively if you wish your mattress to be professionally cleaned, we would recommend contacting Servicemaster.

 

 

How do I order a replacement hand remote control for my Dunlopillo electric adjustable base?

We would recommend you to contact Arbor trading – contact number 01245 326210 for replacement hand control remotes.

 

Where can I purchase a replacement pillow cover?

You can purchase replacement covers for the Super Comfort or Serenity Deluxe pillows from the retailer where you purchased them.

 

Can I return/exchange my new pillow or mattress?

Unless stated otherwise most retailers do generally have a no returns policy with mattresses, pillows or bedding products which have been removed from original packaging and used due to health and hygiene policies, unless there appears to be a manufacturing fault. Please contact the retailer where you purchased your pillow or mattress directly about this as your contract of sale is with your retailer.

 

How do I know what product is best for me?

Our new Dunlopillo Signature range has been developed to offer a simple choice of feel and you can discover more about our Mattresses, Bases, Headboards, Fabrics and Pillows on our website.  We offer a variety of tensions, support and sizes and it is difficult to recommend the best product for each individual as everyone has different requirements. Therefore we encourage you to visit your local Dunlopillo stockist in order to try as many of our Dunlopillo products available to you as possible. Please visit the ‘Where To Buy‘ page on our website for details on your local stockists.

 

How do I place an order?

You cannot buy from us directly but we do supply quality retailers across UK and Ireland. Please visit the ‘Where To Buy‘ page on our website for details on your local stockists.

 

Why don’t you have a price list showing all of the beds you make on your web site?

As we are the manufacturers of the product and do not sell directly to the public, by law we are not permitted to issue retail prices. Please visit your local Dunlopillo stockist who will be able to discuss prices with you.

 

Where is my local Dunlopillo stockist?

Please visit the ‘Where To Buy‘ page on our website for details on your local stockists.

 

How can I get replacement castors?

Please contact the retailer where you purchased your bed and they will be able to order replacement castors through the Dunlopillo Aftersales team for you.

 

Is a latex mattress hot to sleep on?

A latex mattress does not ‘sleep hot’ like most memory foam mattresses do. Latex is breathable – it’s open cell structure is made up of millions of interconnecting microscopic air bubbles, not only ensuring a very supportive mattress; but promoting constant air circulation. Natural movement during the night on a latex mattress encourages air to move in and out of the mattress through the open-cell structure which helps you feel cooler while sleeping.

 

Are Dunlopillo mattresses 100% natural latex?

Dunlopillo latex is a specially developed mix of 100% natural latex blended with varying amounts of synthetic latex to enable our development team to create all the distinctive feels, comforts and tensions. Unfortunately our exact combinations used for the latex mixes are not revealed to the market because they have been developed by our dedicated team over many years to ensure that our customers get the best latex pillows and mattresses available and are not copied elsewhere.  We can however assure that the 100% natural latex is by far the biggest constituent and our ergonomic design is developed to create the highest quality sleep experience.

 

Can I wash my latex pillow?

You can hand wash our latex pillows gently in warm water (max 40ºC) using mild soap powder. Rinse well in cold water and press the pillow carefully between two towels to squeeze out water. Dry in warm air or airing cupboard – keep away from heat or direct sunlight. Do not dry clean or tumble dry. Please note- frequent washing may reduce the useful life of this product.

 

Does my Dunlopillo product come with a Guarantee?

Yes, for information on your Guarantee please visit ‘Guarantee‘ page on our website.

In the unlikely event that a manufacturing fault develops during the guarantee period, please contact the retailer where you made your purchase with the nature of your complaint.

 

Can I use an Electric Blanket with my Dunlopillo mattress?

Dunlopillo mattresses from the Signature Collection are 100% latex, therefore we do not recommend to use an electric blanket with your Dunlopillo mattress. Direct heat can cause the latex to sweat and break down, and it is vital for the latex to be able to breathe.

 

I suffer from back pain. Would you recommend a soft, medium or firm mattress?

You should always seek medical advice if you suffer with back pain, however it is worth noting that if you are currently sleeping on a mattress which is not supporting you correctly, this could be contributing to any back pain you are suffering. The popular belief that a firm bed is good for a bad back is not necessarily true. We recommend that you always try a number of beds with different tensions, to find the mattress which ensures you sleep in a position where your spine rests in a neutral position.

 

Should I use a mattress protector with my Dunlopillo mattress?

The covers on the Dunlopillo Signature Collection mattresses are treated with Actipro; a natural probiotic technology to eliminate allergens, dust mites and odours to help maintain a clean, fresh and healthy environment. As a result we do not recommend the covers to be removed or washed as this would diminish the Actipro treatment. Therefore if you want an extra washable layer between the cover and your bed sheet we would recommend you to use a mattress protector, as long as it is a breathable protector because it is important for air to be able to circulate in and around the latex mattress in order to ensure it does not sweat.

 

Do you sell travel size pillows?

We do not manufacture travel sized pillows.

 

Do you make a 160cm width size mattress?

We do not manufacture continental 160cm width mattresses or bed here in the UK.

 

How often should I change my mattress?

The Sleep Council recommend thinking about changing your mattress every 7 to 8 years to ensure your mattress is correctly supporting you and provides you with a clean, healthy sleep environment.

Dunlopillo latex however is very resilient so our mattresses do tend to last longer. The best indicator if your mattress is at the end of its lifespan is if you are no longer getting a good night’s sleep on it, i.e. if you wake in the morning with stiffness, or aches and pains. This would indicate that the mattress is no longer giving the support and comfort it needs to due to its age.

In terms of physical features, if you can see any visible dips and signs of wear and tear then again it would be time to replace the mattress.

 

If I am replacing my mattress should I buy a new base?

We always recommend you buy the base and mattress together because the two are designed and manufactured to complement one another in terms of support. Your mattress may show visible signs of wear and tear but the base will have had equal pressure and strain – it just doesn’t show quite so clearly.

 

Can I use my existing base with a new Dunlopillo mattress?

All Dunlopillo mattresses are 100% latex so they do require a breathable base – one that enables airflow through the base and into the mattress such as our slatted or firm edge divan bases which have been specifically designed to enhance the natural breathable characteristics of latex. It is vital for latex to be able to breathe otherwise condensation could form on the bottom on the mattress which in turn can cause the latex to break down.

You can use a slatted base from a different manufacturer but the gaps between each of the slats are to be no more than 6cm apart in order to provide the Dunlopillo latex mattress with the correct support and prevent any sagging.

 

My adjustable electric bed has stopped working, do you have a repair service?

A: We do not have a repair service, we would recommend you to contact the retailer where you purchased your bed to see if they can advise a local repairman for you.

Alternatively you could try contacting Arbor trading – contact number 01245 326210 as they manufacture the electrical components for our adjustable electric beds.

 

Do you have Dunlopillo stockists overseas?

The Dunlopillo brand is licensed and manufactured in various countries across the world, we recommend that you contact these manufacturers directly to discover where the overseas Dunlopillo stockists are.

 

If you still can’t find the answer to your query, then please contact us on info@dunlopillo.co.uk and we’ll get back to you as soon as possible.