FAQs

General FAQs

Sartex processes the orders generated via an online website to supply the Premier Inn pillows to guests. Sartex pillow organises delivery via a third party Home Delivery Agent.

The order will be processed by Sartex. You will receive an email confirmation once your order and payment has been processed which will confirm your unique purchase reference. You will be contacted by our Home Delivery Agent with tracking details for your pillows.

You can email Sartex at support@premierinnathome.co.uk or you can call the customer service team on +441706 357490. Office hours are 9.00am to 5.00pm Monday to Friday.

If you have made a mistake, please let us know as soon as possible. Amendments made before the pillows are despatched will be free of charge. For amendments after this time, charges may be applicable, so please refer to our Terms and Conditions.

If you wish to cancel your order, please refer to the Cancellation/Returns policy in our Terms and Conditions, and contact the customer service team as soon as you are able on +441706 357490. Sartex’ office hours are 9.00am to 5.00pm Monday to Friday.

Please note as pillows are a hygiene product, we can only accept returns if the hygiene seal remains intact.

Bed FAQs

Hypnos’ specialist hotel division, Hypnos Contract Beds Limited, makes beds engineered for the rigours and needs of hotels, whilst Hypnos’ retail division handcrafts made-to-measure and customised beds for homes supplied via their network of retailers. Hypnos has an illustrious pedigree for creating some of the hospitality industry’s most comfortable beds and the most memorable sleep experiences. A Royal Warrant from Her Majesty Queen Elizabeth II reinforces Hypnos’ reputation for service excellence and the best of British quality.

Hypnos has a clear commitment to the environment, focusing on sustainable-design and the manufacture of mattresses and beds that contain no chemical-based foams and are 100% recyclable at the end of their life. Hypnos has been carbon neutral for over 10 years and complies with PAS 2060 Carbon Neutrality Standard.

Premier Inn have worked with Hypnos for over 10 years and recognise that Hypnos are experts in crafting supremely comfortable beds, with a shared commitment to sleep, to sustainability and to the environment. The Premier Inn bed has been exclusively designed for Premier Inn by Hypnos.

Whilst only Premier Inn have the right to promote the availability of the Premier Inn branded bed, and its unique comfort specification, your contract for the purchase and supply of the ‘Premier Inn bed’ will be with Keen and Toms Holdings Limited, the parent company of Hypnos Contract Beds Limited (Hypnos). Please ensure that you have read and understand our terms and conditions before placing your order.

Hypnos processes the orders generated via an online website to supply the Premier Inn bed to guests. Hypnos makes each bed to order, then organises delivery and installation via a third party Home Delivery Agent.

The bed you are buying is exactly as illustrated on the Premier Inn website and consists of a pocket sprung mattress, with integral soft topper, plus a taupe divan base. The divan varies slightly from that found in a Premier Inn room in terms of colour, height and style to provide a ‘domestic’ divan in a neutral colour, with the option of two storage drawers in the divan at either side of the foot end of the divan (drawer internal dimensions 76 x 51 x 15cm). These drawers have been designed to accommodate lightweight items, such as pillows, bed linen or clothing. We recommend a maximum weight of 20kg per standard drawer. All divans, beside the single divan, are made up of two pieces.

No, the Premier Inn mattress does not contain any chemical-based foam or memory foam.

The Premier Inn divan base comes with headboard fixings. The positions of the holes are marked with stickers. Headboard bolts are also provided as standard. Should you wish the Home Delivery Agent to fix your existing headboard to your new bed then you MUST ask for this at the time of ordering as time will be allocated to this task and the Home Delivery Agent will be happily do so if the headboard is readily available and accessible at the time of installation.

The Premier Inn beds are only available in single (90x190cm), double (135x190cm), kingsize (150x200cm) and super kingsize (180x200cm).

The mattress height is 27cm and the overall height of the mattress and divan together from the floor is approximately 63cm. The divan is only available and upholstered in a taupe fabric.

The Premier Inn mattress and divan base have been designed and manufactured to complement one another in terms of comfort and support. We advise that you should not use a Premier Inn mattress with an old divan base, as an imperfect base or mismatch could result in premature wear and may invalidate the guarantee that comes with the bed. The exception to this rule is where a Premier Inn mattress is being purchased for an existing slatted bed frame.

Whilst the Premier Inn mattress is compatible with a slatted bed frame, you must ensure that the slats on the bed frame are no more than 7.5cm apart, and that there is a central support rail on ‘Double’ sizes (135 x 190cm) or larger. Generally, slatted bed frames will give a mattress a firmer feel.

Prices for the different sizes of a brand new Premier Inn bed are detailed below. Prices include VAT at the current rate, installation and delivery to “mainland” locations in the UK. Delivery to the other UK locations is available at a surcharge.

Single (90x190cm)
  • Mattress £395
  • Mattress & divan £630
  • Mattress & 2-drawer divan £715
Double (135x190cm)
  • Mattress £515
  • Mattress & divan £870
  • Mattress & 2-drawer divan £960
King size (150x200cm)
  • Mattress £580
  • Mattress & divan £990
  • Mattress & 2-drawer divan £1,080
Super king (180x200cm)
  • Mattress £695
  • Mattress & divan £1,155
  • Mattress & 2-drawer divan £1,245

Payment in full will be taken at the time the order is placed. If payment is refused or reversed after dispatch of the bed(s), Hypnos have the right to request payment or to recover the bed(s) from you. 

Payment is either by debit card or credit card in a single transaction. There are no alternative finance options available.

Yes, however this is at an additional surcharge. You would need to contact Hypnos’ customer service team on 0845 5199 695 to identify if your required location is supported by our Home Delivery Agent.

Yes, included in the price is delivery to your home and installation of the bed by the appointed Home Delivery Agent. We will even take away all of the packaging materials.

 

Yes, the Home Delivery Agent will install the bed in your preferred room, subject to your having disclosed any relevant access restrictions when you place your order. The Home Delivery Agent will take all reasonable care in installing and positioning the bed(s) in your desired room. Because of the nature of the product any minor scuffs and damage sustained during installation will be at your risk. Should there be any concerns over access to your property or bedroom, including narrow access for the Home Delivery vehicle or indeed narrow access for the bed via your property’s doors, then please highlight these concerns on the ‘checkboxes’ when placing your order. We also ask that someone over the age of 18 is available to give our Home Delivery Agent access to your property.

Hypnos and the Home Delivery Agent aim to make and deliver the bed within 40 working days.

The order will be processed by Hypnos. You will receive an email confirmation once your order and payment has been processed which will confirm your unique purchase reference and expected delivery date. Hypnos’ Home Delivery Agent will contact you one week before the expected delivery date to arrange a suitable time and final date to deliver your bed(s).

 

You can email Hypnos at premier@hypnoscontractbeds.com or you can call the Hypnos’ customer service team on 0845 5199 695. Hypnos’ office hours are 9.00am to 5.00pm Monday to Thursday and 9.00am to 4.00pm on Fridays.

Should any of the delivery or contact details change you must make contact with Hypnos’ customer service team on 0845 5199 695 within 3 days of receiving the order acknowledgement.

An order can be cancelled before delivery is made. A refund will be processed by the same method used for payment. It can take up to 14 days for the refund to be made. Please make contact with Hypnos’ customer service team on 0845 5199 695

Yes, to save you the time and hassle of disposing of your old mattress and divan base, we can also arrange to collect and take away the same ‘like-for-like’ item you are replacing. There is a cost for this additional service which must be paid for at the time of placing and paying for your bed order. The extra cost is £39 for each mattress and divan set. The collection must take place at the same time as delivery, we are unable to dispose of bed frames. Your old mattress and divan will be sent to a waste recycling facility where it will be deconstructed and turned into recycled raw materials for re-use in other industries – 100% landfill avoidance.

The Sleep Council recommends that a bed is changed every 7 years. However it is important that your bed is judged on how comfortable and supportive it is for both you and your partner, and not on its age. Regular mattress replacement every 7 years will also reduce the build-up of asthma-triggering dust mites. These dust mites love mattresses because a person loses around 285ml of fluid each night and sheds 454 grams of dead skin cells each year.

It is recommend that you rotate your Premier Inn mattress once a week during the first 3 months, and thereafter with the seasons. Please do not turn your mattress over – this mattress is designed to have only one sleeping surface. The sewn-on handles are intended to only help rotate and position the mattress while lying flat on the divan base. Do not lift or move the mattress by pulling on the sewn-in topper, as this may rip the material and invalidate the guarantee.

You should expect settlement of your mattress to occur over the first weeks and months as the fillings compress and mould to the shape of your body. These body impressions are perfectly normal and actually demonstrate the quality of the materials – cheaper materials will “bounce back”, but will have none of the beneficial properties of our fillings. You should expect to see body impressions, but rest assured, this does not mean there is any problem with the mattress.

Hypnos provides a 5 year guarantee on the Premier Inn bed. This is a 5 year guarantee against any workmanship defect. In order to register any concerns you will need to report the problem direct to the Hypnos customer service team on 0845 5199 695 and have the following available: proof of purchase, including unique purchase reference; date of purchase and bed size, plus a description of the problem.

Time from date of purchase – Cost of remedial action borne by Hypnos:

Up to 5 years – 100% plus free delivery to any UK or Northern Ireland address

Please do not contact Premier Inn as Premier Inn is not responsible for the sale or supply of the bed and is unable to assist with any pre or post sales enquiries.

The guarantee will cease to apply when the bed is older than 5 years or if Hypnos finds that during the guarantee period any one of the following has occurred:
1. The product is found to have been mistreated or damaged.
2. The product has not been maintained in accordance with the bed care instructions supplied – this includes mattresses not being rotated as recommended.
3. A new mattress has been used with an existing, damaged divan base that is deemed to be of unsuitable quality.
4. The mattress has been used on a slatted bed frame with slats more than 7.5cm apart.

Microfiber Blend Pillows FAQs

Although you will be buying from Premier Inn, your contract for the purchase and supply will be with Sartex Quilts & Textiles LTD. Please make sure you have read out terms and conditions before placing your order.

Our Microfiber Blend pillows are made from 100% Polyester with microfiber blend that provide soft and silky feeling.

Dimensions: 76 x 44 cm
Soft Pillow: 750g
Firm Pillow: 1000g

The pillows are sold in pairs and they come with two quilted poly-cotton pillow protectors featuring a zip at one end, they are easy to take on and off for machine washing.

Microfiber Blend pillows are built with tightly woven fabrics which are packed tightly together which makes them anti-allergy and hypoallergenic. Microfiber Blend pillows have a soft a silky feeling. On the other hand, Hollowfiber Blend pillows are built with spacing between the fabrics which traps air within the fibers to keep them light, breathable and springy.

If you are looking for a pillow that offers little resistance and is suitable for stomach sleepers, you should choose Soft pillows as they easily conform to your head and neck.  However, if you are looking for a pillow that offers adequate support to head, neck and back, and maintains its shape, you should choose Firm pillows.

No, Premier Inn pillows do not contain foam.

Premier Inn Microfiber Blend pillow contains 100% microfiber blend filling different from traditional hollowfiber filling used for the pillow. The microfiber blend fillings makes the pillows plump and provides that extra comfort you are looking for while ensuring to keep you away from allergies and bacteria.

We recommend replacing your Premier Inn pillow every 1-2 years. To extend the life span of your Premier Inn pillows, make sure you are using the pillow protectors that come with these pillows. Furthermore, as our pillows are machine washable, you should wash your Premier Inn pillow every 6 months at 40 degrees Celsius.

Please find the specific care instructions on the pillow label and packaging insert. All of our pillows and protectors are machine washable at 40 degree Celsius.

We will aim to deliver your pillows within 3-5 working days.

Sartex Quilts & Textiles provide a 6 month warranty on the Premier Inn pillows, to cover manufacturing faults and defects. If you suspect your pillows of having a fault, please refer to our Faulty Items policy in the Terms and Conditions, and contact Sartex’ customer services team as soon as you are able. 

Premier Inn pillows are sold in set of two pillows along with 2 x pillow protectors. Each set costs £30 (Inc. VAT). You can choose between soft support pillow and firm support pillow.

We offer delivery throughout the mainland UK and Northern Island. We can also deliver to offshore UK locations however a surcharge may apply. Please contact Sartex’ customer services team on +44 1706 357490 for further information.

You will be required to pay in full amount at the time of placing an order with us. You can pay by either debit card or credit card. If the payment is refused or reversed after dispatch of the pillows, Sartex Textiles & Quilts LTD has the right to request payment or recover the pillows from you.

Our normal delivery times are 3-5 working days.

All Premier Inn pillows come with 6 month manufacturer’s warranty.

Your Premier Inn pillow comes with 6 months manufacturer’s warranty. If you suspect there’s something wrong with your pillow or find any visible faults/defects upon opening them, feel free to contact Sartex’ customer services team. You can also refer to out Faulty Items policy in Terms and Conditions.

Microfiber Blend Duvets

The Premier Inn Duvet is made from rich 100% Polyester fillings with microfiber blend. It has a tog rating of 10.5 and comes in 4 sizes; Single, Double, King and Super King Size. The Duvet cover which is made from 100% polyester as well.

Premier Inn duvets offers soft touch and ultimate comfort ensuring you have good night’s sleep. Made with blend of microfiber and hollowfiber, our breathable 10.5 tog duvet keeps you warm in the winter and cool in the summer, making it perfect for use all year round.

  • Single: 135×200 cm
  • Double 200×200 cm
  • King 225×220 cm
  • Super King 260×220 cm

Although you will be buying from Premier Inn, your contract for the purchase and supply will be with Sartex Quilts & Textiles LTD. Please make sure you have read out terms and conditions before placing your order.

Please find the specific care instructions on the duvet label and packaging insert. All of our duvet and protectors are machine washable at 40 degree Celsius

Premier Inn duvet are sold in 4 different sizes. Single Duvet costs £30, Double Duvet costs £35, King Size Duvet costs £40 and Super King Size costs £45. Please note that all prices are inclusive of VAT

You will be required to pay in full amount at the time of placing an order with us. You can pay by either debit card or credit card. If the payment is refused or reversed after dispatch of the duvets, Sartex Textiles & Quilts LTD has the right to request payment or recover the duvets from you.

Our normal delivery times are 3-5 working days.

All Premier Inn pillows come with 6 month manufacturer’s warranty.

Your Premier Inn duvet comes with 6 months manufacturer’s warranty. If you suspect there’s something wrong with your duvet or find any visible faults/defects upon opening them, feel free to contact Sartex’ customer services team. You can also refer to out Faulty Items policy in Terms and Conditions.