Returns
Returns and sleep trials
Natural sleep products can take time to get used to. Your body adjusts to a new feel, while materials such as wool, hemp and flax gradually settle with use.
That’s why we offer two different sleep trials:
100 nights for eligible mattresses
This is an exchange trial. If your mattress isn’t right after 30 nights, you can switch to another eligible Floks mattress before night 100.
30 nights for eligible wool bedding
This is a return trial. After using your bedding for at least two weeks, you can return it within 30 nights for a refund, less a £9.95 processing and delivery fee.
The terms are different, so please read the section that applies to your order.
Which trial applies to me?
I bought a mattress
Your mattress may be covered by the 100 night mattress sleep trial.
You must have bought and used a Floks mattress topper from the first night. The trial allows one mattress exchange per household and doesn’t cover a change of size.
I bought wool bedding
Eligible wool duvets and pillows may be covered by the 30 night wool bedding sleep trial.
We ask that you use your bedding for at least two weeks before deciding. Eligible returns must be requested within 30 nights of delivery.
I received something faulty, damaged or incorrect
This is separate from either sleep trial.
Please email hello@floks.co.uk with your order number, a description of the issue and clear photographs. We’ll review it and explain what happens next.
The 100 night mattress sleep trial
A mattress is one of the biggest purchases you’ll make — most people buy only five in a lifetime.
We want to get it right the first time, and we’ll do everything we can to help you get there. But if it isn’t working out, you have up to 100 nights to tell us.
Before you buy
The best way to avoid an exchange is to choose well from the start.
Speak to our sleep team, visit us in store or read our wool mattress buying guide before you order.
Our mattresses are handcrafted to order and take real skill and materials to make, so it’s worth taking the decision seriously.
How the mattress trial works
Use a Floks mattress topper
You must buy and use a Floks mattress topper with your mattress from the first night.
For hygiene reasons, we can’t accept mattresses that are soiled, stained or damaged.
Give it 30 nights
We can’t process an exchange during the first 30 nights.
Your body needs time to adjust. Muscles can hold the memory of your old mattress and typically take around 30 days to recalibrate. Meanwhile, the wool, hemp and flax fibres inside your new mattress are settling too.
Rotate or turn your mattress weekly during this period.
Contact us between nights 30 and 100
If your mattress still isn’t working for you, email us between 30 and 100 nights after delivery.
We’ll talk you through the available options and help you choose a replacement.
If your new mattress costs less, we’ll refund the difference. If it costs more, you’ll need to pay the difference.
Allow four to six weeks
Your replacement will be handcrafted to order, so please allow around four to six weeks.
Collection and delivery charges apply. We’ll confirm these before arranging the exchange.
One exchange per household
We allow one mattress exchange per household under the 100 night trial.
What the mattress trial doesn’t cover
The trial doesn’t cover:
- Switching to a different mattress size
- Outlet mattresses
- Bespoke-size mattresses
- Beds or bed bases
How to arrange a mattress exchange
Email hello@floks.co.uk with your order number and the reason you’d like to exchange your mattress.
Before collection, we’ll ask for photographs of both sides of the mattress so we can confirm that it’s clean, undamaged and in suitable condition.
Why does it take 100 nights?
A good night’s sleep doesn’t happen overnight.
If your old mattress held your body incorrectly or caused misalignment — something you may not even have noticed — your muscles may have compensated by holding tension. That can take around 30 days to release.
At the same time, the natural fibres inside your mattress can take up to 12 weeks to fully settle.
The 100 night window gives both your body and your mattress the time they need.
The 30 night wool bedding sleep trial
We offer a 30 night sleep trial because natural bedding feels different — and we believe it’s worth taking the time to experience it properly.
All we ask is that you give your body the chance to adjust.
How the bedding trial works
Give it at least two weeks
We ask that you sleep with your new bedding for at least two weeks before deciding.
Just like sleeping in a new home, staying in a hotel or changing your usual routine, your body needs time to adapt.
A restless first night doesn’t necessarily reflect the bedding itself. Stress, caffeine, travel and a busy schedule can all affect how well you sleep.
Buy thoughtfully
We’re committed to better sleep and to making products that last.
Rather than ordering several products with the intention of returning some, we encourage you to start with what feels right and build your sleep environment over time.
Our sleep team is always happy to help you choose before you order.
Keep it in good condition
Normal use during the trial is expected.
Returned bedding must still be clean and in good condition. We can’t accept products that are soiled, stained or damaged.
Keep the original packaging
Please keep the original Floks bag when your order arrives. You’ll need it if you decide to make a return.
Request your return within 30 nights
Your trial begins on the day your order is delivered and lasts for 30 nights.
Once you’ve used your bedding for at least two weeks, you can request a return at any point before the trial ends.
Pay the return fee
A £9.95 processing and delivery fee applies to eligible bedding returns and will be deducted from your refund.
One trial per household
To help reduce unnecessary returns and waste, we offer one 30 night wool bedding trial per household.
What the bedding trial covers
The trial applies to eligible Floks wool bedding, including qualifying wool duvets and pillows.
Eligibility should be shown on the relevant product page.
What the bedding trial doesn’t cover
The trial doesn’t apply to:
- Mattresses
- Mattress toppers
- Mattress enhancers
- Bespoke sizes
- Bed linen
- Sleep accessories
- Other made-to-order products
Mattresses are covered separately by the 100 night trial.
What to expect from wool bedding
Duvets
Wool duvets feel different from down and synthetic fillings.
They sit flatter, drape neatly across the bed and have a reassuring weight without feeling heavy.
Rather than creating separate pockets of warmth, the carded wool forms an even layer that helps regulate temperature across your whole body.
Pillows
Our pillows are filled with finely carded British wool, which gently settles over time to mould around your head and neck.
Both our Regular and Quilted Pillows have a zipped construction, allowing you to remove layers until you find your preferred height.
Keep any wool you remove — you can add it back later if your preferences change.
Organic cotton
We use unbleached GOTS-certified organic cotton throughout our bedding.
Because it’s less processed than conventional cotton, it may feel slightly crisper when new before becoming softer with washing and use.
Natural wool
Our British wool is thoroughly cleaned using hot water, removing dirt, debris and excess lanolin without chemical treatments.
You may notice a subtle natural wool scent when first opening your bedding. This is completely normal and should disappear quickly with a little fresh air.
How to return wool bedding
If you’ve used your bedding for at least two weeks and feel it isn’t right for you, log into your Floks account.
Select your order and choose the 30 Night Sleep Trial return option.
Tell us why you’re returning it. Every comment helps us improve.
We’ll send you a returns label or QR code for your nearest drop-off point.
Return the bedding in its original Floks bag. Once it has been received and checked by our team, we’ll process your refund, less the £9.95 processing and delivery fee.
Faulty, damaged or incorrect items
Every Floks product is made with care, but if something arrives faulty, damaged or different from what you ordered, please tell us as soon as possible.
Email hello@floks.co.uk with:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging, where relevant
We’ll review the issue and talk you through the next step.
Confirmed faulty, damaged or incorrect items won’t be subject to the bedding trial return fee or mattress exchange charges.
Refunds and charges
Wool bedding refunds
Once your return has been received and approved, we’ll refund the eligible amount to your original payment method.
The £9.95 processing and delivery fee will be deducted from the refund.
Refund processing timeframe still needs to be confirmed before publication.
Mattress exchanges
The mattress trial is an exchange rather than a full refund.
If your replacement costs less, we’ll refund the difference. If it costs more, you’ll pay the difference.
Collection and delivery charges apply and will be confirmed before the exchange is arranged.
Frequently asked questions
Which trial applies to my order?
Eligible mattresses are covered by the 100 night mattress exchange trial.
Eligible wool duvets and pillows are covered by the 30 night wool bedding return trial.
When does my trial begin?
Both trials begin on the day your order is delivered.
Can I return a mattress for a full refund?
The 100 night mattress trial offers an exchange for another eligible Floks mattress. It isn’t a full-refund trial.
Do I need a topper with my mattress?
Yes. You must buy and use a Floks mattress topper from the first night to qualify for the mattress trial.
Can I change mattress size?
No. Switching to a different mattress size isn’t covered.
Can I exchange an outlet or bespoke mattress?
No. Outlet and bespoke-size mattresses aren’t included.
How long should I try my mattress?
You must use it for at least 30 nights before requesting an exchange.
How long should I try my bedding?
We ask that you use it for at least two weeks before requesting a return.
Can I trial more than one bedding product?
You can, but we recommend starting with the product you’re most interested in rather than ordering several with the intention of returning some.
Our sleep team can help you decide where to begin.
Is there a bedding return fee?
Yes. A £9.95 processing and delivery fee applies to eligible returns.
Can I return used bedding?
Normal use is expected during the trial, but bedding must be returned clean and in good condition.
We can’t accept items that are soiled, stained or damaged.
Do I need the original packaging?
Yes. Wool bedding must be returned in its original Floks bag.
How do I arrange a mattress exchange?
Email hello@floks.co.uk with your order number and the reason for the exchange.
We’ll ask for photographs of both sides of the mattress before arranging collection.
How do I return wool bedding?
Log into your Floks account, select your order and choose the 30 Night Sleep Trial return option.
We’ll then send you a return label or QR code.