FREQUENTLY ASKED QUESTIONS
A mattress swap is a standard service which entails exchanging a worn out mattress with a new one based on certain terms and conditions.
All you need to do is to take the worn-out mattress to any of our depots or showroom nationwide. Our service personnel will simply weigh the mattress with a weighing scale and then multiply the weight by our “swap cost” (subject to change) to give the “swap value” of your mattress. For instance if our swap cost is N500/kg and your mattress weighs 50kg, then your swap value will be (50kg X 500) which gives a total swap value of N25,000. You can then use it to either purchase a new product(s) of the same value or you add to it to upgrade to a higher valued product.
We have designated mattress swap locations. Please click here to see our designated stores.
- Firstly, the mattress must be a 100% foam mattress and or orthopedic.
- Then the mattress must be old and worn out.
- The mattress must not be wet
- It should be free from contamination such as urine.
We accept all brands of mattresses provided they meet the swap criteria i.e. The mattress must be 100% foam and not contaminated by urine, blood or permanent stains.
Only 100% foam or orthopedic mattresses can be swapped, we do not swap foam mattress that have spring or any other materials inside them.
We do not offer cash for a swapped mattress.
Yes, you can use the value of your swapped mattress to purchase any other Winco Foam product other than just a mattress.
Swap is an instant process, you just need to come with the mattress, the process of weighing and determining the swap value will be done in your presence, then you can use it to purchase whatever you desire from our stores.
There is no limit to the number of mattresses you can swap at a go. You can bring as many mattresses as possible for a swap as long as they meet the swap criteria.
No, we only accept 100% foam mattresses or orthopedic mattresses for now.
No, you cannot use your mattress swap value to purchase a product on the Wincofoam e-commerce website. Only products available in the store can be purchased.
(Pay Small Small)
Pay small small is a facility that gives you up to N300,000 credits to purchase a new mattress or any other Winco products and pay later with zero interests.
- Shop mattresses and other products in the product category and proceed to checkout.
- On the checkout, select Zilla as your payment option.
- Qualify with Zilla and take delivery of your order.
- Spread your repayment across 4 equal instalment with zero interest.
Pay small small is open to all customers who wants to purchase any product from Wincofoam e-commerce website.
You will qualify with Zilla and make your repayment over 4 equal instalments with zero interest.
There are no limits to what you can purchase as long as you qualify for the facility.
We guaranty the the safety of user data at every instance, guided by the Nigerian data privacy and protection policy. You do not have anything to worry about.
You will be contacted to understand your position and give advices on how to go about your repayments obligation.
(Become a Distributor)
A Wincofoam distributor is a business partner who specialises in the reselling of all Winco products for profits.
- A standard distributor is a registered company or individual partners that. buys and resells for for profit. They have a storefront, and they sell to retail stores and through direct sales.
- An E-distributor/affiliate marketer is an individual that sells Winco products online, often through their own online platforms or affiliate link.
Kindly fill the distributor’s form and we will reach out to you
- Must provide verifiable statement of financial net worth.
- Ability to provide own funds to the tune of 1million Naira minimum depending on the assigned territory.
- Ability to provide acceptable collateral to secure credit for the Winco Foam Distributorship Scheme.
- Capable of providing required infrastructure to ensure effective Coverage of the assigned territory
- Exclusive Warehousing facilities with alternative power supply
- Operational Vans
- Sales Representatives/back office staff
- Computer System and Printer – Hand Held Terminals and Mobile Printers
- Telecommunications facilities and Scanning Machine.
Yes, to be a Wincofoam Standard distributor you need to have a physical store however, if you are an e-commerce distributor/affiliate marketer, you do not need to have a physical store. All you need will be your affiliate link.
Winco products bought from a distributors are covered by our manufacturer’s warranty. However, our warranty terms and conditions apply.
Yes, We have put forward more benefits for our standard distributors to include: instant discount on all purchases made, Quarterly rebate on target, eligibility to Credit facility based on performance and outlet Branding.
We anticipate such situation and have expertly trained our service professional to help you in product education and other market intelligence information you may require.
During your onboarding process as a standard distributor, relevant contacts of our business development manager, sales managers, sales coordinators, and customer service agents will be made available to you.
No, because as a distributor we expect that your motive for going into the business is to maximise profit. Therefore, we expect that you need to set a target for your business and work to achieve them.
Your eligibility for a credit facility is largely dependent on your performance and your turnover rate.
Mattress customisation is a special request to suit your body type, taste and preferences. This allows you to find the perfect fit for your body shape, size and weight.
You can place a customised order by following the four steps listed here or reach out to our customer service representatives via any of our channels.
We offer mattress customisation services to our customers. We can produce your preferred size within a stipulated period of 72 hours after payment has been confirmed.
We have a selected collection of mattresses that can be customised to attend to your special requests.
We can produce your preferred mattress within a stipulated period of 72 hours after payment has been confirmed.
Yes, customised mattresses can be returned but only 50% of the amount paid will be refunded because the mattress was specially designed for you.
No, the 14 nights trial policy does not apply to customised orders because the mattress is specially designed for you.
As soon as we receive your order, we will reach out to you to confirm your order.
Orders can not be canceled after production has commenced. To cancel your order, please reach out to our customer service representatives.
All refunds are processed within 2 to 5 working days after you call in for for refund.
Mattress Sanitization refers to a professional service which involves cleaning a mattress and eliminating stains, dirt and soiled areas through dry cleaning (liquid free process). It also involves killing of Dust mites, Bedbugs and other Bacteria on a mattress.
As a general rule, it’s a good idea to have your mattress thoroughly cleaned every six months or as frequently as needed. However, this schedule varies depending on location and frequency of use. For example, mattresses in highly frequented areas may require cleaning weekly. If there is any visible dirt or stains on the surface, it’s recommended to have your mattress deep cleaned right away.
It is recommended you have your mattress cleaned as soon as you see signs of dirt and stains, which can happen quite quickly. Waiting too long can cause those spots and stains to become permanent. Also, having your mattress cleaned can help protect it from developing permanent stains and odours.
First, the mattress is pre-treated with a special steam or dry foam solution to loosen any stuck-on dirt and stains, effectively killing dust mites. The mattress is then put through various processes to remove all stains, dirt and allergens from deep within its fibres.
A mattress will get dirty if not cleaned regularly. You will suffer from skin irritation, allergies and feel itchy due to bed bugs, germs, and dust mites in your mattress.
(14 Nights Sleep Trial)
The 14 nights sleep trial simply entails purchasing any of our mattresses from our showrooms, depots, or any authorised distributor outlets and trying it out for a maximum period of 14 nights to determine whether it suits your body or not. If the mattress does not suit you, you can return it within the 14 Nights Sleep Trial window and get it replaced with a recommended mattress from our sleep experts.
It is expected that within the trial period, you must have tested the mattress thoroughly to know whether it suits you or not.
However, if you have any complaints after the 14 night trial period, you can simply escalate your complaints to our customer service agents for further actions.
Your risk-free trial starts on the day you receive your Winco mattress order.
Yes, all Winco mattresses are entitled to enjoy the 14 night free trial period
It is important that you test the mattress within the 14 Nights Trial Window but in the event that you couldn’t return the mattress before the 14 nights elapsed, please call our customers service and support lines for further instructions.
Yes, during the 14 nights trial period, it is expected that the product will be handled with utmost care. However, in cases where the product is stained, torn, wet, smelly, damaged due to mishandling then it automatically voids the 14 night free trial period and may not be accepted in such conditions
14 Nights Sleep Trial is valid on when you purchase from an authorised distributor.
If you purchased the product using a coupon or as a promotion, the 14 Nights Risk Free Trial still applies.
Yes, it is important that you come along with all your evidence of purchase to assist our personnel to validate the transaction.
The 14 night trial period doesn’t apply to customised mattresses because as expected, a customised mattress is manufactured based on your sleep preference and choice. Therefore, a customised mattress will appropriately match your sleep needs upon production.
Yes, we can pick up the return item if you require us to pick it up. This may come at a cost which will be incurred by you.
A mattress warranty is a written guarantee that your mattress will be replaced or repaired if there’s any issue with the manufacturing or workmanship. Most warranty is only applicable to the original buyer of the mattress and cannot be transferred to a new owner.
Our warranty covers defects in material or workmanship for the period as stipulated on the product from the date of original purchase. The warranty does not cover damage caused by normal wear and tear, abuse, neglect or improper use.
We provide warranty for our mattresses specifically in the event of depression or any manufacturing defect.
A mattress warranty commences from the date of purchase as indicated in the purchase invoice.
The expiration of a mattress warranty doesn’t mean that the product becomes unusable. A mattress warranty is a guarantee that a mattress will be replaced or repaired within a stipulated time. However, an average mattress has a lifespan of 8-10 years and in some cases can last more than the stipulated time without any issue.
In this case, if such a mattress is still covered by a warranty, you can return it and it will be assessed and necessary action will be taken
To access the warranty service, you need to ensure that the warranty on the mattress is still active then contact us through our customer service and support lines for further actions.
No, our warranty is limited to defects in material or workmanship. You can see our warranty page for additional information.
Shipping fee is the cost used to ship items to a buyer. This fee includes surcharges, fuel charges, and other costs related to the distance traveled and delivery timeline chosen.
We envisage the risk that may occur in the course of shipping. However, all our shipments are adequately insured
No, we don’t. For now, We are limited to shipments within Lagos, Abuja and Anambra states and its adjoining states
The delivery timeline for your packages is 48 to 72 hours weekdays upon confirmation of your order.
Yes, you can delegate someone else to receive your package on your behalf provided you furnish them with all necessary documents and evidence of purchase. However, you need to notify us beforehand.
Unfortunately No. We do not accept cash neither can you make payment on delivery. It is expected that you make all payments after placing your order of which you will get a notification that Winco foam have received your payment
Unfortunately No, Shipment cost vary based on weight of the item and the location of the delivery
As part of our value added service to our customers, Our White Glove service option caters for installation. Please note, this service is optional and comes with a cost for those who require the service
Unfortunately, for express shipping, we do not currently provide this service but you can trust our delivery process to keep to be very prompt
Yes we do, see Store Locator for more details
No, pick up is not free. However we can pick up your items at a fee.
In the event of such an ugly situation, we got you covered. Our third party insurance covers for such a loss. Therefore, you will be adequately compensated in such a situation
In this case, Yes, the shipping fee will be incurred by you if you want us to pick up the returned item. However, if the package was returned as a result of a manufacturing defect, we will incur the cost of delivery back to you
Simple, all you need to do is to log into your account to view your order status.
Yes, you can return a product within the first 14 days after purchase. Please see terms and conditions in the refund policy
Yes, we can pick up a product you want to return but bear in mind that the shipping cost will be incurred by you
You can request for a refund within the first 6 hours of making the order. All you need to do is to cancel the order and request for a refund. You will be contacted and the refund will be processed and sent to you via the bank details you earlier provided
Yes you can do this, but make sure to arrive at the return centre with your proof of purchase
Returning a package is totally free and does not come at any hidden cost. However you will bare the cost of return if you want our agents to pick it up.
If you do not get your return fulfilled in 2 to 3 working days, kindly contact us on the customer service
If the item is not in good condition, the return may not be accepted.
Kindly login and navigate to the order tracker, click returned orders to check the return status
Kindly call our customer service representative to request a return, once the item is received, a quality check will be carried out to validate your claim. If valid, a refund will be processed otherwise the return will be cancelled
All products have their own warranty as shown on the product page. Kindly navigate through a product page to see it’s warranty
Your return is being processed and you will be provided with an update after the outcome of the quality check. However, you can always reach our customer service lines to make inquiries on your return requests.
Yes we do replacements of products only when then are in great condition and during the 14 nights sleep trial.
Yes, all items associated with the order will be returned if return is approved.
You will receive your refund via bank transfer into your provided back account.