Read Our Frequently Asked Questions
What is a mattress swap?
A mattress swap is a standard service which entails exchanging a worn out mattress with a new one based on certain terms and conditions.
How does a mattress swap work?
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.
What locations can I take my mattress to for a swap?
We have designated mattress swap locations. Please click here to see our designated stores.
What qualifies my mattress for a swap?
- 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.
Does my mattress have to be a Winco branded mattress before I can swap?
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.
Can I swap a spring mattress?
Only 100% foam or orthopedic mattresses can be swapped, we do not swap foam mattress that have spring or any other materials inside them.
Can I get cash for a swapped mattress?
We do not offer cash for a swapped mattress.
Can I swap my old mattress for any other product other than a mattress?
Yes, you can use the value of your swapped mattress to purchase any other Winco Foam product other than just a mattress.
How many days does it take for the swap process?
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.
How many worn-out mattresses can I swap at a go?
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.
Can I swap any old Winco products aside for a mattress?
No, we only accept 100% foam mattresses or orthopedic mattresses for now.
Can I use my mattress swap value to purchase a product on your website?
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
What is pay small small about?
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.
How does it work?
- 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.
Who qualifies for pay small small?
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 installments with zero interest.
What is the limit you can shop on the Wincofoam e-commerce website and pay small small?
There are no limits to what you can purchase as long as you qualify for the facility.
Is my data and information protected?
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.
What happens when I default on my repayment?
You will be contacted to understand your position and give advices on how to go about your repayments obligation.
Become A Wincofoam Distributor
Who is a Wincofoam Distributor?
A Wincofoam distributor is a business partner who specializes in the reselling of all Winco products for profits.
What's the difference between a standard distributor and an E-distributor?
- 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.
How do I become a distributor?
Kindly fill the distributor’s form and we will reach out to you.
What are the requirement to become a Winco distributor?
- 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.
Do I need to have a store before I can sign up as a distributor?
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.
Does the Winco manufacturer's warranty cover Winco products bought from a distributor?
Winco products bought from a distributors are covered by our manufacturer's warranty. However, our warranty terms and conditions apply.
Are there other benefits besides profit from my sales?
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.
How about if I do not understand the products?
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.
Who do I reach out to if I happen to experience any issues with products or the business in general?
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.
Am I going to be assigned a target as a new distributor?
No, because as a distributor we expect that your motive for going into the business is to maximize profit. Therefore, we expect that you need to set a target for your business and work to achieve them.
Do I qualify for a credit facility as a distributor?
Your eligibility for a credit facility is largely dependent on your performance and your turnover rate.
What is mattress customisation?
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.
How do I place a customised order?
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.
I have a special size mattress I would like to use. Can you produce it and how long will it take?
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.
Can I customise any collection of mattress?
We have a selected collection of mattresses that can be customised to attend to your special requests.
After customisation, how long does it take to get the mattress delivered?
We can produce your preferred mattress within a stipulated period of 72 hours after payment has been confirmed.
Can I return a customised mattress?
Yes, customised mattresses can be returned but only 50% of the amount paid will be refunded because the mattress was specially designed for you.
Does the 14 night trial apply to a customised mattress?
No, the 14 nights trial policy does not apply to customised orders because the mattress is specially designed for you.
Are there rules guiding my customised order placements?
As soon as we receive your order, we will reach out to you to confirm your order.
Can I cancel my order?
Orders can not be canceled after production has commenced. To cancel your order, please reach out to our customer service representatives.
What is the refund timeline?
All refunds are processed within 2 to 5 working days after you call in for for refund. For customized orders, 40% of the cash refund and processing fee would be with-held.
What is Mattress Sanitization?
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.
How often should I clean my 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.
When should I get my mattress deep cleaned?
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.
How do you deep clean a mattress?
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.
What happens if I don't clean my mattress?
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
What does the 14 Nights Sleep trial entail?
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.
What happens if I miss the sleep trial window?
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.
When does the trial period start?
Your risk-free trial starts on the day you receive your Winco mattress order.
Is the Winco Orthepedic mattress entitled to the 14 night free trial?
Yes, all Winco mattresses are entitled to enjoy the 14 night free trial period.
If I called on the 14th day to return the product but could not bring it in on that day will it still be accepted the following day?
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.
Are there cases that my returned products within that 14 Night trial period might not be accepted?
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.
What if I ordered from a 3rd party, does it still apply?
14 Nights Sleep Trial is valid on when you purchase from an authorized distributor.
What if I purchased the product using a coupon or as a promotion?
If you purchased the product using a coupon or as a promotion, the 14 Nights Risk Free Trial still applies.
Do I need to come with my invoice when returning a mattress?
Yes, it is important that you come along with all your evidence of purchase to assist our personnel to validate the transaction.
Does the 14 Night trial apply to a customised mattress?
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.
Can you pick up the return item?
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.
What is a Mattress Warranty?
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.
What does the Winco warranty cover?
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.
What type of warranty does Winco offer?
We provide warranty for our mattresses specifically in the event of depression or any manufacturing defect.
When does the warranty start?
A mattress warranty commences from the date of purchase as indicated in the purchase invoice.
If my mattress warranty expires, does it mean the product will be unusable?
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.
I bought a mattress with faulty seams. Can I return it?
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
How do I get my warranty service?
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.
Does Winco mattresses carry any other warranty?
No, our warranty is limited to defects in material or workmanship. You can see our warranty page for additional information.
What is the shipping fee?
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.
How can i guarantee the safety of my package during shipping?
We envisage the risk that may occur in the course of shipping. However, all our shipments are adequately insured.
Do you ship to all states in Nigeria?
No, we don't. For now, We are limited to shipments within Lagos, Abuja and Anambra states and its adjoining states.
What is the delivery timeline?
The delivery timeline for your packages is 48 to 72 hours weekdays upon confirmation of your order.
Can i authorize someone else to receive my package on my behalf?
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.
Can I pay cash on delivery?
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.
Is the price of all packages the same?
Unfortunately No, Shipment cost vary based on weight of the item and the location of the delivery.
Do you support installation upon 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.
Can I get express shipping?
Unfortunately, for express shipping, we do not currently provide this service but you can trust our delivery process to keep to be very prompt.
Do you have a pickup centre or warehouse?
Yes we do, see Store Locator for more details.
Is pickup free?
No, pick up is not free. However we can pick up your items at a fee.
What do I do when my item is lost in transit?
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.
Do I pay for returning a package?
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.
How do I track my package?
Simple, all you need to do is to log into your account to view your order status.
Can I return a product?
Yes, you can return a product within the first 14 days after purchase. Please see terms and conditions in the refund policy.
Can you pick up a returned package?
Yes, we can pick up a product you want to return but bear in mind that the shipping cost will be incurred by you.
Can I get a refund on a returned product?
You could get a refund (plus logistics fee)less the processing fee, if the order is yet to be shipped from the warehouse. However, if you cancel after the order has been shipped and is in transit, the processing fee, logistics fee of shipping and return to the warehouse will be deducted from the cash refund. Please note that cash refund takes 3 to 7 working days (once the item arrives the warehouse).
Can I drop my returned package at your pickup centre?
Yes you can do this, but make sure to arrive at the return centre with your proof of purchase.
Is returning a package free?
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.
How do I escalate my return request?
If you do not get your return fulfilled in 2 to 3 working days, kindly contact us on the customer service.
Why will my return be rejected?
If the item is not in good condition, the return may not be accepted.
How do I track my return?
Kindly login and navigate to the order tracker, click returned orders to check the return status.
What is the return process?
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.
What is the warranty for my package?
All products have their own warranty as shown on the product page. Kindly navigate through a product page to see it's warranty.
I have not heard from you guys after the timeline?
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.
Do you guys do replacement?
Yes we do replacements of products only when then are in great condition and during the 14 nights sleep trial.
Do I also return a gift item with my package?
Yes, all items associated with the order will be returned if return is approved.
How do I get my refund?
You will receive your refund via bank transfer into your provided back account. Please note that you will be refunded less your processing fee at the point of payment.