A roll-packed mattress arrives compressed to roughly a third of its height. What happens after you cut the wrap is entirely normal, and it worries a lot of first-time buyers.

It will look thin

Foam recovers over hours, not seconds. Most of the height returns within four to six hours and the last centimetre can take up to 72. Judge the thickness on day four, not on day one, and give it a flat surface while it recovers.

It will smell for a day or two

New foam off-gasses. It is not damp and not a defect — open a window, leave the mattress unwrapped and uncovered, and the smell fades within about 48 hours. Do not put a mattress protector on while it is still airing.

Firmness cannot be judged in one night

Your body needs a week or so to adapt from an old sagging mattress to a supportive one, and early back stiffness is common in that week. Where a page describes a mattress as medium-firm, that is the manufacturer classification as supplied to us.

The one rule that matters for returns

Once the roll-pack seal is opened, a mattress cannot be returned. That is a hygiene rule and every honest seller applies it. If the carton arrives crushed or the seal is already broken, stop, photograph it, and email us within 48 hours instead of opening it further.

Looking after it

Rotate head-to-foot every three months, use a breathable protector, and keep it on a slatted or solid base rather than directly on the floor in a humid month.