If your order has not yet been dispatched, contact customer support as soon as possible. Once an order has entered the dispatch process, changes may not always be possible.

Place the box in the room where the mattress will be used. Remove the outer packaging carefully, position the rolled mattress on the bed base, then cut away the plastic without cutting the fabric. The mattress will begin expanding immediately.

Use extreme care. Avoid cutting deeply into the packaging because sharp blades can damage the mattress cover. If possible, use a safety cutter or carefully pull the plastic away before cutting.

You can dress the bed once the mattress has expanded enough to sit properly on the base. For best results, allow the mattress time to breathe and expand fully before judging the final feel.

A slight new mattress smell can occur after vacuum packing. This is common with boxed mattresses and usually fades after the mattress has been unpacked and ventilated.

Remove all packaging, keep the room ventilated, and allow the mattress to air naturally. The smell should reduce over the first few days.

Yes. Rotate the Oracool No.1 regularly to help promote even wear. We recommend rotating it every few weeks at first, then every three months.

No. The Oracool No.1 is designed as a single-sided mattress. It should be rotated head-to-toe, not flipped over.

Vacuum the surface gently using an upholstery attachment. For small marks, spot clean with mild detergent and a damp cloth. Avoid soaking the mattress or using harsh chemicals.

Please check the care label on your specific mattress. If a cover is not described as removable and washable, do not attempt to remove or machine wash it.

Yes. A breathable mattress protector is strongly recommended. It helps keep the mattress clean, protects against spills and can help preserve the condition of the sleep surface.

No. Once expanded, the mattress should not be re-rolled or compressed by the customer. Doing so may damage the internal structure.

Only bend the mattress slightly and temporarily if needed to move it around corners. Do not fold it sharply or leave it bent, as this may damage the spring or comfort layers.

Oracool aims to give customers confidence when buying online. If a sleep trial is offered on your mattress, the length and full terms will be shown clearly on the product page and returns policy.

A new mattress can feel different because your body has adapted to the old one. We recommend giving your mattress time to settle and giving your body time to adjust before making a final decision.

If you need to return an item, contact Oracool customer support with your order number and reason for return. The team will explain the next steps based on your product and policy eligibility.

Contact customer support as soon as possible with photos of the packaging and product. Do not dispose of packaging until the issue has been reviewed.

Contact customer support immediately with your order details and photos of the label or packaging. The team will investigate and arrange the appropriate next step.

Return costs depend on the policy attached to the product, sales channel and promotion. Please check the returns policy at the time of purchase.

The mattress should be clean, undamaged and used only in a normal domestic setting. We strongly recommend using a mattress protector from the first night.

Exchange options depend on the product and the policy at the time of purchase. Oracool X is being developed to reduce this problem by allowing comfort changes without replacing the whole mattress.

Orders placed through Amazon, Groupon, Debenhams or another marketplace may be subject to that platform returns process. Please follow the instructions on the channel where you purchased.