You receive a mattress on Monday and find it too firm after a week. At that point the online large-item return and the later comfort exchange have different deadlines and outcomes. Check which applies before waiting for the 30th night.
A large-item return is not a postal bedding return
Dreams allows qualifying online beds, mattresses and other large items to be returned after contacting customer service within 14 days of delivery. It describes a £49 collection charge for the large-item return service. Unused, unopened bedding also has a 14-day online return route, but can follow Royal Mail Parcel Collect options rather than a furniture collection. Check whether your original purchase was online or in a store, because the store route differs.
The comfort promise is an exchange, not a general 100-night refund
For an eligible mattress that proves uncomfortable, Dreams describes a one-time exchange between nights 30 and 100. The mattress must remain in pristine condition with a protector used from day one; exclusions include blue-cross and ex-display mattresses. The current guarantee lists a £95 collection and redelivery charge. A more expensive replacement requires paying the difference, while a cheaper one may leave a difference in Dreams vouchers rather than cash.
Make a decision before moving or disposing of the bed
If the mattress appears damaged on arrival, photograph the issue and contact Dreams about the fault. If it is simply the wrong firmness, check the ordinary cancellation period and the comfort-exchange conditions separately. Keep the mattress available for the arranged collection; do not assume a courier can collect it in the same way as a rolled-up pillowcase parcel.
Dreams explains returns for online large items separately from its 100-Night Comfort Guarantee.
A homeware item purchased from IKEA is covered by IKEA’s separate order and returns procedure, regardless of how similar the product type may be.