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THE OCTOBER SALE
45% OFF ANY MATTRESS

FROM PORTUGAL WITH LOVE
UP TO 50% OFF ALL BEDDING

Frequently asked questions

Frequently Asked Questions

Popular questions

How does the free 120-night trial period on mattresses work?

We believe that the best way to know whether a mattress is right for you is to actually sleep on it. Upon receiving your brand new mattress, you’ll have a free, 120-night trial, to try it out in the comfort of your own home. If for whatever reason the mattress just isn’t right for you, please email our support team and we’ll help coordinate a free return pick up, no questions asked. Once collected, you’ll receive a full refund in the original form of payment. Buyers qualify for a 120-night trial return and refund for one (1) mattress only per shipping address. Returned products are either donated to local charities or recycling organizations.

Noa Home requires that a customer sleep on the mattress for a 30 night period to allow the customer adequate time to adjust to the qualities of the new mattress and properly gauge their satisfaction.

Does thread count matter when choosing bedding?

The shorter answer is no. Here’s why. The reality is there are only so many threads that can fit into a single square inch of fabric. Significantly higher thread counts may imply that other measures of quality are lost during the manufacturing process. There are far more important elements to consider.

Yarn: we only use long staple cotton which implies long and silky fibres, which offer softness and durability to the fabric. Ply: our cotton is made of single ply yarns which are light, breathable and durable; compared to multi-ply yarns, which consist of multiple individual yarns twisted around one another, resulting in a heavier, bulkier and less breathable fabric. Weave: cotton sateen sheets typically feature a luxurious, four over one weave, meaning one vertical thread woven over four horizontal threads. This method produces a smooth, lustrous satin finish. Certifications: Oeko-Tex Standard 100 Class I certification ensures the highest standard of testing worldwide and guarantees a product that is free of any harmful chemicals and made sustainable in a fair-trade environment.

What is the difference between cotton sateen and washed linen?

Our premium cotton sateen sheets, made with 100% organic, long-staple cotton are soft, light and ultra lavish. They are naturally wrinkle-resistant and inherently matte, with a subtle sheen when ironed. This material is perfectly suited for those seeking a sumptuously smooth feel and elegant appearance.

Our linen sheets, woven from the world’s finest French flax and stonewashed, are nothing short of heavenly. They become luxuriously softer over time and are extremely breathable, allowing you to keep cool in the summer and warm in the winter. This material is ideal for those wanting a relaxed feel and lived-in appearance.

Is a mattress protector necessary?

We recommend the use of a waterproof mattress protector to prevent spills, leaks, dirts, etc. from coming into direct contact with your mattress.

Shipping and deliveries

How long will it take for my order to ship?

Orders for in stock items typically ship within 2-7 business days (excluding Sundays and public holidays). Upon purchase, you will be contacted by our third-party transporter by email to confirm receipt of your order. Once your order has been processed and is ready for delivery, you will receive an email with the next available delivery date / time slot for your area.

Can I place my order today and have it delivered at a later date?

At this time, we are unable to hold your order until a future date. Orders for in stock items will typically ship between 2-7 business days.

Is shipping free?

Shipping is 100% free on all orders.

Do you ship internationally?

We currently only deliver to addresses within Australia, Canada, Singapore and the United Kingdom.

How can I pay for my order?

Accepted payment methods on our site include Visa, MasterCard, Maestro, Amex, Carter Bancaire and PayPal. We also offer instalments with Klarna.

Do you offer payment plans / instalments?

We currently offer instalments with Klarna.

Can I modify or cancel my order?

Once your order has been processed for delivery, we are unable to make any modifications. Requests for changes or cancellations while the order is in transit may be refused and / or subject to a fee.

Will you remove / dispose of my existing mattress?

We currently don’t offer a disposal service on your existing mattress.

Do you have a showroom?

We don’t have a showroom at this time. In bypassing expensive shops and commissioned sales associates, we can offer premium products, including free home delivery and a fair return policy.

Returns and refunds

How do I return my mattress?

In order to truly appreciate and grow accustomed to your mattress, we recommend sleeping on it for at least 30 nights. We’re confident that you’ll love the comfort and support of our product as your body acclimatizes to their respective design features. If you are unsatisfied with your purchase, contact us within your free 120-night trial period and we will coordinate a free return pickup, no questions asked. Once the mattress has been collected, we will refund you in the original payment form. Refunds typically process within 2-14 business days depending on your financial institution. Each buyer qualifies for a 120-night trial return and refund for one (1) mattress only per shipping address. Free exchanges for alternate mattress sizes are not included within the 120-night trial period. For full details on our return policy, please click here.

How long does it take to receive a refund?

We will process your refund in the original form of payment once your returned item has been collected. Refunds typically process within 2-14 business days depending on your financial institution.

Do I need to keep the mattress box in case I want to return my mattress?

You are not required to keep the original box or packaging in order to return your mattress within your free 120-night trial period.

How do I return my bed or bed frame?

Beds are eligible for a return pick-up and refund within 30 days of delivery. All return requests are subject to a 15% restocking fee and require that the product be unopened and unassembled (brand new original condition). For full details on our return policy, please click here.

How do I return my sofa?

Sofas, sectional sofas and armchairs are eligible for a return pick-up within 14 days of delivery. All return requests are subject to a 15% restocking fee and require that the product be in “as new” condition with all original packaging on hand. Once your product has been collected, the returned item will be inspected within 3-7 business days of arriving at our warehouse. Once we validate that the product is in “as new” condition, we will process your refund in the original form of payment minus a 15% restocking fee. For full details on our return policy, please click here.

How do I return my bedding?

All bedding items including bed linens, quilts, pillows and mattress protectors are eligible for a free return and full refund within 30 days of delivery. The brand new, unopened and unused item must be returned in its original condition and packaging. The returned item will be inspected within 3-7 business days of arriving at our warehouse. Once we validate that the product is in “as new” condition, we will process your refund in full in the original form of payment. For full details on our return policy, please click here.

How do I return my rug?

Rugs are eligible for a return pick-up and refund within 14 days of delivery. The original packaging is required for the return. Buyers qualify for only one (1) return or exchange on their purchase. For full details on our return policy, please click here.

Klarna FAQ’s

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 3 interest-free instalments work?

Pay later in 3 interest-free instalments is a form of credit which allows you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by ​Noa Home and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the ​Klarna app​.

Am I eligible for Pay later in 3 interest-free instalments?

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?

Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay later in 3 interest-free instalments before does not mean it will be offered for every order. In turn, if your application for Pay later in 3 interest-free instalments is denied, it does not mean it will be denied for future orders.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you’ll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor​ Noa Home run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 3 interest-free instalments?

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

What are my payment options with Klarna?

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

What happens if I cancel or return my order?

As soon as ​Noa Home has accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at ​Noa Home from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience.
You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time. If you fail to make a payment you will be in default, and may be unable to use Klarna in the future. We may continue to attempt to collect overdue and currently due payments on subsequent due dates, or invoice you separately for the unpaid total. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.

I have been asked to go to the Klarna site. Is this correct?

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Noa Home​. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Have you received my payment?

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk .

What happens to my statement, when I’ve returned the goods?

Once​ Noa Home ​has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

I’ve received a statement, but I’ve not yet received my goods.

In the event that your goods have not been received please call Noa Home​ to check on your order and delivery status. You can also contact Klarna’s ​Customer Service​ so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

I have asked for a refund. How will I be refunded?

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

I haven’t received an email with my statement/payment information.

You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?

Visit Klarna app Klarna’s ​Customer Service page​ for a full list of FAQs, live chat and telephone options.

Mattresses

How firm is the Lite mattress?

The Lite mattress is best suited for back and stomach sleepers, who enjoy a firm sleep surface. The design of the mattress provides a subtle hint of body contouring, which in turn offers comfort and pressure relief while sleeping. On a scale of 1-10 in firmness, the Lite mattress falls at an 8 for most customers. The use of a firmness scale is rather subjective as it’s experienced differently based on the user’s weight, height, sleeping position, and even the ambient temperature of the room / home.

How firm is the Noa mattress?

The Noa mattress caters to all sleeping positions and body types, resulting in a universally comfortable mattress. On a firmness scale of 1-10, the Noa mattress falls at a 7 for most customers. The use of a firmness scale is rather subjective as it’s experienced differently based on the user’s weight, height and sleeping position, and even the ambient temperature of the room / home.

How firm is the Luxe mattress?

The Luxe mattress is suitable for most sleeping positions and body types. Its design offers a soothing cloud-like comfort while delivering uplifting support and breathability. On a firmness scale of 1-10, the Luxe mattress falls at a 7-8 for most customers. The use of a firmness scale is rather subjective as it’s experienced differently based on the user’s weight, height and sleeping position, and even the ambient temperature of the room / home.

How does the free 120-night trial period work?

We believe that the best way to know whether a mattress is right for you is to actually sleep on it. Upon receiving your brand new mattress, you’ll have a free, 120-night trial, to try it out in the comfort of your own home. If for whatever reason the mattress just isn’t right for you, please email our support team and we’ll help coordinate a free return pick up, no questions asked. Once collected, you’ll receive a full refund in the original form of payment. Buyers qualify for a 120-night trial return and refund for one (1) mattress only per shipping address. Returned products are either donated to local charities or recycling organizations.

Noa Home requires that a customer sleep on the mattress for a 30 night period to allow the customer adequate time to adjust to the qualities of the new mattress and properly gauge their satisfaction.

What is the recommended setup for the mattress?

Our mattresses are extremely versatile and may be used on a slatted or platform bed frame, on the floor or with a box spring. There is no preferred setup beyond your own personal preferences. We truly designed our products to suit the large majority of body types, sleeping positions and setups.

How do I clean the mattress cover?

The mattress cover is not removable. We recommend the use of a mattress protector immediately upon use to protect against spills and dirt. If needed, spot clean the desired area with a mild detergent (gently dab the affected area and avoid rubbing). Please ensure the cleaned area is completely dry before adding your mattress protector or sheets.

How long does it take for the mattress to fully expand?

Allow 30-60 seconds for the mattress to magically expand. The mattress can be used immediately, although we recommend waiting 2-3 days for the product to reach its optimal form and comfort.

How do I know which mattress size is suitable for me?

Single: Recommended for children, youth and adults. This size is commonly used in narrow spaces.

Small Double / Double: Recommended for children, youth and adults. This size provides ample space for a single person but slightly limiting for two.

King: Recommended primarily for adults. This is our most popular size, providing space and comfort for two adults.

Super King: Recommended for adults. This size provides the most space and comfort for two adults across a large width.

Is a mattress protector necessary?

We recommend the use of a waterproof mattress protector to prevent spills, leaks, dirts, etc. from coming into direct contact with your mattress.

How long can the mattress stay in its box?

We recommend removing the mattress from its box within 45-60 days of receiving it.

Where are your mattresses made?

Our mattresses are designed in Canada and responsibly manufactured with a leading factory in China, adhering to the highest quality standards in the industry. All materials are OEKO Tex Standard 100 and REACH Certified (the EU equivalent of CertiPur in the United States). Moreover, our foams have been inspected and tested by SGS, one of the world’s leading agencies for quality and compliance.

Can I use the mattress on my existing bed frame?

Absolutely! We simply recommend measuring the inner frame to ensure the mattress will fit properly.

What is the warranty policy on mattresses?

All mattresses are covered by a 15 year Limited Warranty from the date of delivery to your home. This warranty extends to products purchased directly from Noa. All Noa limited warranties are not transferable and extend only to the original purchaser. For more information on our product warranty, please click here.

Sofas

Can I choose a different fabric and / or colour?

Our sofa collection is currently only offered in the fabrics and colours that are presented on our website. There is no option to otherwise customize the item at this time.

Are the cushion covers removable?

For most of our sofa designs, the cushion covers are removable. You can easily remove them when spot cleaning is necessary (do allow them to dry without any moisture seeping into the foam cores).

Is assembly required?

The Flow modular sectional and Pacific modular sectional do not require any assembly – simply unpack, place and enjoy!

All other sofa designs require the legs to be installed upon unpacking.

What is the warranty policy on sofas?

All sectionals, sofas and armchairs carry a one (1) year, limited warranty from the date of delivery to your home. This warranty applies to manufacturing defects only. For more information on our product warranty, please click here.

What is the return policy on sofas?

Sofas, sectional sofas and armchairs are eligible for a return pick-up within 14 days of delivery. All return requests are subject to a 15% restocking fee and require that the product be in “as new” condition with all original packaging on hand. Once your product has been collected, the returned item will be inspected within 3-7 business days of arriving at our warehouse. Once we validate that the product is in “as new” condition, we will process your refund in the original form of payment minus a 15% restocking fee. For full details on our return policy, please click here.

Bed Frames

Do you offer assembly for your beds and bed frames?

We currently don’t offer an assembly service for our products. We price our products at the best possible value and leave it to our customers to choose whether they wish to assemble the products themselves, or request the services of a professional assembly provider.

What is the warranty policy on beds and bed frames?

All beds and bed frames carry a one (1) year, limited warranty from the date of delivery to your home. This warranty applies to manufacturing defects only. For more information on our product warranty, please click here.

What is the return policy on beds and bed frames?

Beds are eligible for a return pick-up and refund within 30 days of delivery. All return requests are subject to a 15% restocking fee and require that the product be unopened and unassembled (brand new original condition). For full details on our return policy, please click here.

Bedding

What is down alternative?

Down alternative is a hypoallergenic, eco-friendly and affordable alternative to down filled products. Our down alternative quilt and pillow features an ultra-cozy microfiber filling encased in a cotton steen shell, providing you with exceptional comfort while you sleep.

How do you care for the down alternative quilt?

For best results, we recommend having your quilt cleaned by a commercial specialist. While you may technically do so using your residential machine, results are highly variable. To care for these products at home, we recommend to hand wash separately (do not soak) and line dry in the shade (consistently turning) until dried thoroughly. For more information on our clean and care instructions, please click here.

Which pillow is best for my sleeping position?

The soft pillow is perfectly suited for stomach sleepers, providing extremely plush comfort while ensuring that your neck rests in a neutral position.

The medium pillow is ideal for back sleepers, providing a medium amount of fluff and bounce.

The firm pillow is supportive and dense, best suited for side sleepers, as it requires significant loft to maintain neck alignment.

How do you care for the down alternative pillow?

For best results, we recommend having your pillows cleaned by a commercial specialist. While you may technically do so using your residential machine, results are highly variable. To care for these products at home, we recommend to hand wash separately (do not soak) and line dry in the shade (consistently turning) until dried thoroughly. For more information on our clean and care instructions, please click here.

Is a mattress protector necessary?

We recommend the use of a waterproof mattress protector to prevent spills, leaks, dirts, etc. from coming into direct contact with your mattress.

Is the mattress protector suitable for all mattress sizes?

Our mattress protector is offered in a variety of sizes, suitable for mattresses with a thickness up to 36cm.

How do you care for the mattress protector?

Our mattress protector was designed for simple and easy care. For more information on our clean and care instructions, please click here.

Does thread count matter?

The shorter answer is no. Here’s why. The reality is there are only so many threads that can fit into a single square inch of fabric. Significantly higher thread counts may imply that other measures of quality are lost during the manufacturing process. There are far more important elements to consider.

Yarn: we only use long staple cotton which implies long and silky fibres, which offer softness and durability to the fabric. Ply: our cotton is made of single ply yarns which are light, breathable and durable; compared to multi-ply yarns, which consist of multiple individual yarns twisted around one another, resulting in a heavier, bulkier and less breathable fabric. Weave: cotton sateen sheets typically feature a luxurious, four over one weave, meaning one vertical thread woven over four horizontal threads. This method produces a smooth, lustrous satin finish. Certifications: Oeko-Tex Standard 100 Class I certification ensures the highest standard of testing worldwide and guarantees a product that is free of any harmful chemicals and made sustainable in a fair-trade environment.

What is the difference between the cotton sateen and washed linen?

Our premium cotton sateen sheets, made with 100% organic, long-staple cotton are soft, light and ultra lavish. They are naturally wrinkle-resistant and inherently matte, with a subtle sheen when ironed. This material is perfectly suited for those seeking a sumptuously smooth feel and elegant appearance.

Our linen sheets, woven from the world’s finest French flax and stonewashed, are nothing short of heavenly. They become luxuriously softer over time and are extremely breathable, allowing you to keep cool in the summer and warm in the winter. This material is ideal for those wanting a relaxed feel and lived-in appearance.

Can I mix and match different sheet materials and / or colours?

Absolutely! Our customers frequently mix and match different materials and colours based on their personal preferences and taste. Both our cotton sateen and washed linen bedding offer luxurious comfort, quality and style, leaving it entirely up to you to decide which look and feel is best suited for you.

How deep is your fitted sheet?

Our fitted sheets are offered in a variety of sizes, suitable for mattresses with a thickness up to 30cm.

How do you care for cotton sateen and washed linen bedding?

Bed linens should be laundered on a weekly basis. For more information on our clean and care instructions, please click here.