A Note To Our Customers

In light of the current situation that we are all facing at the moment, we wanted to let you know about the steps we are taking during these unprecedented times. Along with government daily developments and best practice, we are doing our utmost to continue to offer you service as normal.

At present, we are happy to confirm that neither our production nor our delivery times have been affected by Covid-19. We can continue to deliver your OTTY products to you with minimal disruption or delay. Our top priority will always be the health and safety of our customers and employees. We can assure you that we are also taking every necessary step to elevate our hygiene practices in our production centres and our warehouses.

We will continue to closely monitor the situation and are ready to make any changes required to protect you and our employees. You will of course be the first to know, if we need to make any adjustments.

Please see our frequently asked questions below and if you have any further questions please reach out to our customer service team here.

Have deliveries been affected?

 You can still place your orders on otty.com and have them delivered to your home. However, to reduce potential risks as much as possible, deliveries will now only take place to the door of your home. At this moment in time, all deliveries are taking place as normal, but there may be slight delays considering the current circumstances. Once your order has been placed you will be contacted directly by our couriers to book a suitable date - delivery will be within 5 working days.

Has production been affected?

The production of our mattress range remains completely unaffected at this moment in time.

Can I still receive delivery of parcels?

Yes. Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). It is understood that these types of viruses don’t survive long on objects such as letters or parcels. It is still advised to follow the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.

Will this impact the return of the mattress?

At this moment, due to safety measures of entering people’s homes, we are no longer collecting mattress for return or are able to offer the removal of your old mattress. The 100-night trial will still be applicable on your order and will be honoured as long as the collection has been requested within the 100-night trial, the collection will take place at the nearest opportunity. As soon as the mattress is collected, we will of course grant a full refund, but no refund can be processed until this collection has taken place. We would like to stress that we are currently operating as normal and sharing this information is very much a precautionary measure, in our attempt to keep customers proactively informed. 

If I’m self-isolating, how do I return a product?

If you have been unable to return an unwanted item due to self-isolation restrictions, we will still honour our 100-night return policy. Please contact us before your 100-night trial has ended to make us aware of your intentions, but please also highlight that you are currently in self-isolation. We will then place your collection on hold and wait for you to contact us,when it is safe for this collection to take place.

Is Old Mattress Removal affected?

Restrictions have been put on our couriers entering households, due to health concerns. So, we have unfortunately been forced to suspended this service at this moment in time. We hope for your understanding on this matter and we aim to have this service available again as soon as possible. 

I am looking at buying a refurbished mattress, is this safe?

We would like to assure all customers who have purchased a refurbished mattress that this is completely safe and stringent safety measures have been put in place. All mattresses will firstly be extensively checked for damage, and cleaned before a new cover is placed on to the mattress, leaving them completely hygienic and as good as new.

Is your customer service still open?

We would like to reassure all customers that our customer service team remains fully operational and will be able to help with any concerns that you have. However, due to the customer service team currently working on a home office basis, telephone support will not be available during this period. You can reach out to us via our chat onsite or thorough our email cs@otty.com.