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How long does an Ello Original take to expand?
How long does an Ello Original take to expand?
Your mattress arrives compressed in its delivery box. Once unboxed and laid flat on a bed frame or floor, it begins expanding immediately — most beds are ready to sleep on within a few hours, and reach full shape and firmness within 24 to 48 hours.
We recommend giving it the full 48 hours before judging the feel. Cooler rooms slow expansion slightly; a normal indoor temperature speeds it up.
Can I sleep on it the night it arrives?
Can I sleep on it the night it arrives?
Yes. Once the mattress has had a few hours to expand and breathe, it's perfectly safe to sleep on. The full firmness and feel develop over the first 24–48 hours, so the first night might feel a touch softer than the final feel — that's normal.
My new mattress has a slight smell. Is that normal?
My new mattress has a slight smell. Is that normal?
Yes, it's harmless. New foam and fabric layers can have a faint factory scent for the first day or two — this is called off-gassing and it fades quickly with airflow.
To clear it faster, leave the mattress in a well-ventilated room for 24 hours after unboxing. Every Ello Original ships with our signature Sleep Fragrance, which you can add once the room is
aired out
How do I choose the right mattress?
How do I choose the right mattress?
Every Ello Original is built around your sleep, not the other way round. You configure four things:
• Technology — Foam, Orthopedic Foam, Springs or Micro Springs
• Feel — Soft, Medium or Extra Firm (Extra Firm exclusive to Orthopedic Foam)
• Size — across 16 European bed sizes
• Touch — your choice of cover colour and signature fragrance
If you're unsure, take our Find What Fits You quiz — five questions, a personalised recommendation in under two minutes. Or read the Why Ellomatt page for a side-by-side of all
four technologies.
How long can the mattress stay in the box?
How long can the mattress stay in the box?
Up to 8 weeks from the date it left our warehouse. After that, the foam can take a permanent set under compression.
We recommend unboxing within the first two weeks of receiving it. If you're moving house or your delivery date is uncertain, message us at info@ellomatt.com and we can hold dispatch until you're ready
Do I need a special bed base?
Do I need a special bed base?
No special base required, but the foundation matters. Your Ello Original works on:
• Slatted bases — slats no more than 7 cm apart for proper support
• Box springs and divan bases — flat, firm, no sagging
• Solid platforms — wood or metal, ventilated where possible
• Adjustable bases — fully compatible with any of the four technologies
What to avoid: very wide-spaced slats, soft or sagging bases, and old foundations that may dip in the middle. A poor base is the most common cause of premature mattress wear.
What should I do when my mattress arrives?
What should I do when my mattress arrives?
• Inspect the box for visible damage before signing
• Move it to the room before unpacking — the box is far easier to carry than the unrolled mattress
• Place it on your bed base still in its plastic wrap
• Cut the plastic carefully with the included opener (or any blunt knife held flat) — never stab
• Step back and watch it expand. Within an hour the shape is recognisable; within 48 hours it's fully formed
• Air the room for the first day to clear any factory scent
If anything looks off — damaged seams, persistent smell after a week, visible defects — email us with a photo and we'll sort it.
Do you ship across Europe?
Do you ship across Europe?
Yes. We ship to most countries in continental Europe and the UK. If your country isn't listed at checkout, email us at info@ellomatt.com — we can usually arrange it.
How long does delivery take?
How long does delivery take?
Every Ello Original is made to order, so delivery is two stages:
• Production: 3 to 5 business days after order
• Delivery: 1 to 7 business days depending on your destination
Total: most orders land within 1 to 2 weeks of placing the order. You'll receive tracking the moment your mattress leaves our warehouse.
What shipping options do you offer?
What shipping options do you offer?
Two options at checkout:
• Standard delivery — door-to-door box delivery, you handle the unboxing yourself. Free above €200, otherwise calculated at checkout
• White-glove delivery — our team brings the mattress to your room of choice, unboxes it for you and removes the packaging. Available for an additional fee in select regions
Do you offer home delivery?
Do you offer home delivery?
Yes — every order ships directly to your home address. We don't use depot pickups. If you'd prefer the mattress brought to your bedroom rather than the front door, choose white-glove delivery at checkout.
How is the mattress packaged?
How is the mattress packaged?
Every Ello Original is compressed, rolled and vacuum-sealed inside a high-quality protective film, then placed in a sturdy cardboard box. The box is sized to fit through standard European doorways — no need to clear a wider path.
The signature Sleep Fragrance and care instructions are included separately inside the box.
Is shipping free?
Is shipping free?
Free across Europe on orders above €200. Below that, shipping is calculated at checkout based on destination.
White-glove delivery is a separate paid service available in select regions.
Do I need to be home for delivery?
Do I need to be home for delivery?
For standard delivery — not necessarily. Our courier will leave the box at your address if it's safe to do so, or arrange redelivery if not. You'll get tracking updates throughout.
For white-glove delivery — yes. Someone needs to be home to direct our team to the right room and confirm placement.
Can I track my order?
Can I track my order?
Yes. As soon as your mattress leaves our warehouse, you'll receive a tracking link by email. You can follow it from dispatch all the way to your door.
If you don't receive tracking within 7 business days of ordering, email us at
info@ellomatt.com and we'll find your order.
How do I contact customer support?
How do I contact customer support?
Three ways:
• Email — ellomatt.backoffice@gmail.com (typical response within 24 hours, Monday to Friday)
• Phone — +351 919 995 969
• Address — Rua da Circunvalação da Ferrara, 30, R/C, Df, 4590, Paços de Ferreira, Portugal
What happens after I place my order?
What happens after I place my order?
• Order confirmation — instant email with your order number and configuration summary
• Production — your mattress is built to your spec in our Paços de Ferreira workshop (3–5 business days)
• Dispatch — you receive a tracking email the moment it leaves the warehouse
• Delivery — 1–7 business days depending on destination
• Trial begins — your 1-year trial starts the day your mattress arrives
You're never alone in the process. If anything seems off at any stage, message us and we'll sort it.
How long is the warranty?
How long is the warranty?
10 years, starting from the date your mattress is delivered. Covers manufacturing defects and structural integrity for the full decade.
What does the warranty cover?
What does the warranty cover?
The warranty covers defects in materials and workmanship.
Specifically:
• Visible sagging or indentation deeper than 2.5 cm under normal use, not caused by the bed base
• Cracks or splits in the foam or coil structure under normal use
• Manufacturing faults in the cover stitching, zips or assembly
• Coil failure in spring or micro-spring models
If any of these affect your mattress within the 10 years, we'll repair or replace it at no charge.
What does the warranty NOT cover?
What does the warranty NOT cover?
The warranty does not cover:
• Normal wear — softening of the comfort layers over time is part of the mattress settling in, not a defect
• Damage from misuse — stains, burns, cuts, pet damage, water damage
• Damage from improper foundation — using your mattress on slats wider than 7 cm, sagging bases, or directly on the floor for extended periods
• Comfort preference changes — if you decide after a year that you prefer a different feel, that's covered by the trial, not the warranty
• Mattresses without proof of purchase — keep your order confirmation email
• Resold or transferred mattresses — the warranty is non-transferable
How do I keep my warranty valid?
How do I keep my warranty valid?
Three things to remember:
• Use a proper foundation — a flat, firm base with slats no more than 7 cm apart, or any platform/divan/box-spring/adjustable base
• Keep your proof of purchase — your original order confirmation email
• Care for the mattress — rotate it every 3 months for the first year, then every 6 months.
We recommend a mattress protector to guard against stains, which void the warranty if they reach the foam layers
How do I make a warranty claim?
How do I make a warranty claim?
Email info@ellomatt.com with:
• Your order number or confirmation email
• A clear description of the issue
• Photos of the defect (sagging is best photographed with a straight edge laid across the mattress)
• Photos of your bed base, so we can confirm proper support
We'll review within 5 business days and let you know whether it's a covered defect, plus next steps. If approved, we cover repair, replacement parts or full replacement.
Will you replace my mattress?
Will you replace my mattress?
If a covered defect is confirmed and can't be resolved with a repair or replacement parts, yes — we'll replace it with an equivalent Ello Original at no charge.
In some cases we'll offer a partial credit if you'd prefer to upgrade or change configuration.
Does replacement reset the warranty?
Does replacement reset the warranty?
No. Replacement mattresses are covered for the remainder of the original 10-year warranty
period, not a fresh 10 years.
Is the warranty transferable?
Is the warranty transferable?
No. The warranty applies only to the original purchaser. If you sell or give away your mattress,
the warranty does not transfer to the new owner.
What if it's not the right mattress for me?
What if it's not the right mattress for me?
You've got 14 days from delivery to change your mind under EU consumer law — write to us and we'll arrange a return. After that, the mattress is covered by our 10-year warranty against manufacturing defects, sagging, and structural failure. If something's genuinely wrong with it, we make it right.
How do I return a mattress?
How do I return a mattress?
Email info@ellomatt.com with your order number and a brief reason for returning.
We'll confirm eligibility within a few business days and arrange the return logistics with you directly.
Who covers the return shipping?
Who covers the return shipping?
The customer covers return shipping. We refund the full mattress price on receipt of the returned mattress in good condition.
The exact return shipping cost depends on your destination — we provide an estimate before you commit
What do I need to provide for a return?
What do I need to provide for a return?
Three things:
• Your order number or confirmation email
• A return shipping address — we'll confirm whether the courier collects from you or
whether you arrange drop-off
• The mattress in good condition — clean, free of stains, burns, pet damage and other
non-warranty damage. A mattress protector from day one is the easiest way to protect this
Do I need to repackage the mattress?
Do I need to repackage the mattress?
No. We don't expect you to re-roll or re-compress the mattress — that's industrial
equipment-only. Our courier collects the unboxed mattress directly from your home.
If you've kept the original cardboard box, that's helpful but not required.
What happens after my return is received?
What happens after my return is received?
Once we receive and verify your returned mattress, we issue your refund within 5 to 10 business days to the original payment method.
You'll get a confirmation email the moment the refund is processed. Bank processing times vary — most cards see the refund within 1 to 3 business days after that.
What if there's damage during return shipping?
What if there's damage during return shipping?
We use insured courier services for all returns. If the mattress is damaged in transit on the return leg, the courier's insurance covers it — we still issue your full refund. You don't carry the risk for transit damage on a return we've authorised.