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FAQ

About Us

How long have you been making Prolana products?
Are your products on sale in any retail outlets?
Do you have a product catalogue?

Delivery

How much does delivery cost?
Do you deliver to Ireland and the rest of Europe?
What does the delivery service include for beds, bases, cots and mattresses?
How are parcel orders delivered?
Do you deliver outside of Europe?
Do you make appointments for deliveries of beds, bases, cots and mattresses?
How much does delivery cost on orders below £50?

Mattresses

Are you able to dispose of my old mattress?
How long does delivery take for mattresses?
What guarantee do you offer on mattresses?
Have your mattresses attained a quality standard for natural Latex?
What are natural Latex and Coconut Coir?
Is natural Latex pressure sensitive and how does it compare to memory foams?
How important is my existing mattress in the choice of a new mattress?
What kind of mattress do I need if I sleep on my side all or part of the time?
How do I choose which depth of mattress is right for me?
What kind of mattress do I need if I sleep on my front or back?

Protection

What personal information do you retain about your customers ?
What personal information do you retain from customer orders ?
Do you share customer personal information with anyone else ?
What customer financial information do you retain ?
What product guarantees do you offer?
What is your policy on returning product ?
Is it possible to cancel an order once it has been placed online ?
How quickly do products need to be returned for exchange or refund ?
What is the cost of returning product ?
Is it possible for mattresses to be returned or exchanged and at what cost ?
Is it possible for custom sized products to be returned ?

About Our Products

Are all products entirely natural and chemical additive free?
Who certifies your Cottons and Merino LambsWools to be organic?
Are your products treated with Antimony or any other flame retardant?
Are your premises regularly inspected to ensure they have high natural and organic production standards?
How can mattresses, comforters, duvets and pillows be protected against House Dust Mites?

Custom Sizes

Do you make special, custom sizes?

Duvets

Why does a Winter duvet have two duvets sewn together?
How long does delivery take for duvets, pillows, comforters and protectors?

Pillows

Is it possible to change the amount of filling in the pillows?

Beds

How long does delivery take for bed frames, headboards and tables?
How long does delivery take for slatted bed bases?

Nursery

How long does delivery take for cots and playpens?

About Us

How long have you been making Prolana products?
We have been making our Prolana mattresses, comforters, duvets and pillows in southern Bavaria for more than 20 years.

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Are your products on sale in any retail outlets?
No, I’m sorry, we do not yet have any retail outlets for our product, but we plan to introduce retail stockists of our products during 2009. We also have considerable experience in helping customers select the ideal product for their needs and, if we get that wrong, you will be able to return the item for exchange or a full refund.

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Do you have a product catalogue?
No, I’m sorry, but we are simply a web retailer at this time. But do please tell us about any product of particular interest and we will send you information by e-mail that you will be able to print.

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Delivery

How much does delivery cost?
Delivery to UK and European mainland addresses is free on all orders over £50. If the delivery address is on an island, we may need to charge, at cost, for the portion of the journey between the mainland and the island. Please contact us for a quote.

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Do you deliver to Ireland and the rest of Europe?
Yes, this is part of our regular service and so delivery is free on orders over £50 to mainland addresses. If the delivery address is on an island, we may need to charge, at cost, for the portion of the journey between the mainland and the island. If you would like to send us an e-mail, we would be pleased to quote any freight cost in advance for you.

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What does the delivery service include for beds, bases, cots and mattresses?
We use removal firms close to your address to deliver our beds, bases, cots and mattresses. They will assemble beds and cots for you and place mattresses on your bed frame(s), whilst also taking all of the packaging away with them.

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How are parcel orders delivered?
Your order will be delivered to you by either Parcelforce or Interlink Express and both of these services do require a signature, unless you give us instructions to the contrary – such as, leave the parcel with a neighbour. If we have your e-mail address, we can request that Interlink Express tell you the day of delivery in advance. With Parcelforce, we are able to provide you with a parcel tracking number. It would be a great help if you could please tell us at the time you order that you would like us to send you the tracking number.

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Do you deliver outside of Europe?
Yes, we would be pleased to do this for you, but we do charge for freight, at its cost price. So, do please ask us in advance to quote for this cost.

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Do you make appointments for deliveries of beds, bases, cots and mattresses?
Yes, our local removal firms will contact you in advance to arrange a convenient date and time for the delivery of larger items, like beds, bases, cots and mattresses.

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How much does delivery cost on orders below £50?
If the order is under £25, the delivery cost will be £10 and for orders between £25 and £50, the delivery cost is reduced to £5. Delivery to UK and European mainland addresses is free for all orders over £50.

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Mattresses

Are you able to dispose of my old mattress?
Yes, most of the local removal firms we use for our mattress deliveries are prepared to offer this service at a cost normally in the range of £25 to £35. It would be of great help if you could please request this service when placing your mattress order.

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How long does delivery take for mattresses?
Our mattresses are hand made to order and so delivery takes around three weeks, whether for a standard or custom sized mattress. We make to order to reduce stock inventory costs as this also helps to keep mattress prices lower. If you need one of our mattresses more quickly, please call or mail, as we can often help.

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What guarantee do you offer on mattresses?
Mattresses are guaranteed for 10 years against any failing in either the quality of the materials or in their manufacture, but they are made to last for 15 to 20 years and will do so if effectively protected against House Dust Mites.

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Have your mattresses attained a quality standard for natural Latex?
Our mattresses have the QUL Seal of Approval, a standard which natural Latex products need to attain to make that claim, which embraces both the materials we use and our premises in southern Bavaria. Our premises are also regularly inspected by IMO, who also inspect our organic Cottons and Merino LambsWools.

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What are natural Latex and Coconut Coir?
Latex is made from the milk of the Rubber tree, which is converted to a foam by heat and air, so that it contains millions of tiny air bubbles. Our Latex is natural because it does not contain any chemical additives whatsoever, unlike products such as Talalay Latex. Rubberised Coconut Coir is made using the strong fibres from Coconut shells bonded with natural Latex, to create a firm, stable, yet springy platform that also ventilates extremely well.

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Is natural Latex pressure sensitive and how does it compare to memory foams?
Natural Latex helps us to relax in our sleep, as it is highly flexible and pressure sensitive, only giving where weight is applied and in direct relation to that amount of pressure. In this way, the natural Latex provides the spine with gentle support in its natural rest position and alignment, so that all of the related muscle groups are able to relax entirely and this is the key to achieving fully restorative sleep. Natural Latex moulds to the contours of the body and reacts instantly as we move position. These qualities are similar to those claimed by memory foam and some other Latex products, such as Talalay, but the Latex in our mattresses is pure natural Latex and is entirely free of any chemical additives whatsoever.

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How important is my existing mattress in the choice of a new mattress?
It can be quite important indeed, especially if you are changing your existing mattress because it is no longer comfortable or is causing some form of discomfort, such as neck, back, shoulder or hip aches and pains. If such discomfort is recent, it may be due to deterioration in the condition of your existing mattress, rather than the suitability of that type of mattress for you. We most often find the cause of discomfort, aches and pains, especially as the years advance, to be the wrong type of mattress surface or firmness. If you sleep on your side all or part of the time, then you should have a mattress with a soft and yielding surface, to keep the neck, shoulders, spine and hips in good alignment. Sprung mattresses, which are still by far and away the most common in the UK, tend to have firmer and less yielding surfaces.

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What kind of mattress do I need if I sleep on my side all or part of the time?
You need a mattress with a soft and yielding surface, to accommodate the shoulders and hips, so that the spine has gentle support all along its length and is able to rest in its natural position and alignment. That allows all of the related muscle groups to relax entirely and that is the key to achieving fully restorative sleep. All Prolana ‘natural Latex’ mattresses have these soft and yielding surfaces and they are all available in either soft, medium or firm orthopaedic grades.

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How do I choose which depth of mattress is right for me?
If you are of above average height and weight, then it would be wise to opt for a greater depth of mattress. Otherwise, the depth is a measurement of comfort, as the greater the depth the better the pressure sensitive performance of the natural Latex mattress core.

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What kind of mattress do I need if I sleep on my front or back?
Here the choice is quite extensive, as you have the option of the ‘Natural Latex and Coconut Coir’ mattresses, which have firmer and unyielding surfaces, and those ‘Natural Latex’ mattresses with greater depth, where the surfaces are all soft and yielding. Whilst the ‘Natural Latex and Coconut Coir’ mattresses are all of medium to firm orthopaedic grade, the ‘Natural Latex’ mattresses are all available in either soft, medium or firm orthopaedic grades.

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Protection

What personal information do you retain about your customers ?
Customers need to register personal information into a password protected account in order to use the checkout. This includes their billing and shipping addresses and contact details. We only have access to their nominated telephone number and e-mail address, along with their postcode.

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What personal information do you retain from customer orders ?
Under the order number and date, our online records retain the customers name, billing and shipping addresses and contact details, along with a detailed listing of the products ordered.

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Do you share customer personal information with anyone else ?
No. Customers only register information with us because they want to purchase our products, not for it to be shared with any others. We do, however, use customer contact information to inform them about our own promotions and offers. Customers are always able to opt out of any such marketing contact from Natural Home Products.

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What customer financial information do you retain ?
All of our sales are processed through secure and encrypted card payment services. When customers order online, we do not have any access to their card numbers and details at any stage of the ordering process. When customers order by telephone, the sale is processed through the same secure and encrypted card payment services, so that our online records do not display or record card numbers or details. Any card number and detail information provided to us by customers is securely disposed of once the instructed card payment has been processed.

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What product guarantees do you offer?
All of our products are guaranteed for two years against any failing in either the quality of the materials or in their manufacture. Mattresses are guaranteed for 10 years against any failing in either the quality of the materials or in their manufacture, but they are made to last for 15 to 20 years and will do so if effectively protected against House Dust Mites.

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What is your policy on returning product ?
If you are not entirely satisfied with the product we have supplied, you may return it for exchange or full refund, without having to justify why you wish to return the item.

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Is it possible to cancel an order once it has been placed online ?
If you place an order online and later decide that you would like to cancel it, please click 'contact' and send us an e-mail. We will then refund your payment and send you a reply, confirming that that has been done. We would generally allow up to two days for an order cancellation, but will also refund beyond that time if there is not an exceptional reason preventing us from doing that.

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How quickly do products need to be returned for exchange or refund ?
Returns need to made within 7 days of delivery and the item should be unused and its original packaging, where possible. With some products, such as mattresses, we do extend the period of time before a return needs to be made, so that customers are able to test the suitabilty of the product thoroughly, but this does need to be agreed with us in advance. We do also appreciate that things like holidays or travel can make it difficult to return an item within the 7 days, so we do remain flexible and try to be as fair as possible.

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What is the cost of returning product ?
If the product we have supplied is defective or of poor quality, your Statutory rights are unaffected and we will pay the cost of returning the item to us. If you have ordered the wrong product, such as the wrong size, grade or colour, we reserve the right to charge just the actual cost of the parcel rate for returning the item to us. The standard parcel rate is £5.75, but higher rates apply to parcels above 5Kg.

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Is it possible for mattresses to be returned or exchanged and at what cost ?
We are aware that you will not be able to test the mattress you select in advance. So, yes, mattresses can indeed be returned for exchange or refund. Providing we are involved in the customers mattress selection process, we will also pay the costs of collection and redelivery.

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Is it possible for custom sized products to be returned ?
Unless agreed with us in advance, custom sized products cannot be returned, except where they are defective or of poor quality. In most cases, we will be able to help ensure that the right product is selected before the custom sized version is made and in most of these cases we will agree to the customer being able to return the item.

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About Our Products

Are all products entirely natural and chemical additive free?
We use only entirely natural materials, including organic Cottons and organic Merino LambsWools. We do not add any chemicals to any of our materials or products.

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Who certifies your Cottons and Merino LambsWools to be organic?
Our organic Cottons (kbA) and organic Merino LambsWools (kbT) are certified by IVN.

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Are your products treated with Antimony or any other flame retardant?
No, most definitely not and we will give you a written undertaking to confirm this, if this is of particular importance to you.

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Are your premises regularly inspected to ensure they have high natural and organic production standards?
Yes, our premises are regularly inspected by IMO, who also inspect our organic Cottons and Merino LambsWools. In addition, our mattresses have the QUL Seal of Approval, a standard which natural Latex products need to attain, which embraces both the materials we use and our premises in southern Bavaria.

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How can mattresses, comforters, duvets and pillows be protected against House Dust Mites?
We offer a Neem oil treatment, which we can apply as your product is being made. The oil is from the seed or fruit of the Neem tree and is entirely natural. We also offer the Neem oil in a spray form that can be used to treat mattresses, comforters, duvets and pillows in your home.

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Custom Sizes

Do you make special, custom sizes?
Yes, we are able to make custom sizes of bed frames, slatted bases, mattresses, duvets and comforters. Please submit our custom size enquiry form.

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Duvets

Why does a Winter duvet have two duvets sewn together?
These have two duvets sewn together to trap a pocket of air between them, to make these Winter duvets really, really warm and snug. They have the same amount of filling as the Four Season duvets and so are warmer without being heavier.

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How long does delivery take for duvets, pillows, comforters and protectors?
We are now holding stocks of an increasing range of duvets, pillows, comforters and protectors in the UK, so that we can offer you delivery in 3 to 4 days. If the product you want is not part of our stock, we will make that item to order for you and then delivery will take 3 weeks.

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Pillows

Is it possible to change the amount of filling in the pillows?
Yes, most of our pillows have an inner casing, inside the pillow cover, with a Velcro opening, so that you can alter the amount of filling to get just the right depth and softness of pillow for you.

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Beds

How long does delivery take for bed frames, headboards and tables?
Our craftsmen at Shiva make one style of bed each week, in rotation, and that means delivery will take between 4 and 6 weeks. If you tell us which style of bed you wish to order, we will be able to tell you the exact week it will be shipped from Shiva in southern Bavaria. We are also starting to keep an increasing range of bed styles, woods and sizes in stock, so that in some cases we are now able to offer delivery in 7 to 10 days.

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How long does delivery take for slatted bed bases?
We can deliver slatted bed bases in around 3 weeks, but we may need an extra week or so for custom sized bases.

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Nursery

How long does delivery take for cots and playpens?
Deliveries of cots and playpens will take around 3 weeks.

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