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Frequently Asked Questions

Need help with something? Here are our most frequently asked questions.

FAQs

Deliveries

Experience reliable & timely deliveries with our professional installation team.

Customers will be notified as soon as the item/order has been collected by the third-party courier service, along with tracking details.

Yes, customers can opt to collect items from either our Germiston warehouse or at their closest store. Please notify us of this request.

Your delivery will take place between 5 to 8 working days from the receipt of payment.

Yes, if you require a special delivery time, please email orders@vencasa.co.za with your order number included in the subject line to arrange it.

Deliveries are done Monday to Friday between 9 am and 5 pm, excluding public holidays.

A standard R200 delivery fee is charged for all online purchases.

Returns & Exchanges

Easily manage returns and exchanges with our hassle-free process, ensuring customer satisfaction and peace of mind.

Yes, pillows, mattress protectors, and pillow protectors are non-refundable and cannot be returned once the original seal has been opened.

Yes, mattresses are subject to the 180 Comfort Exchange Guarantee, but only if a mattress protector is purchased with the mattress.

Your delivery will take place between 5 to 8 working days from the receipt of payment.

Your delivery will take place between 5 to 8 working days from the receipt of payment.

Yes, if you require a special delivery time, please email orders@vencasa.co.za with your order number included in the subject line to arrange it.

Deliveries are done Monday to Friday between 9 am and 5 pm, excluding public holidays.

A standard R200 delivery fee is charged for all online purchases.

Deliveries

TEMPUR pillows stand out with their unique design, quality, and comfort, offering exceptional support compared to conventional pillows.

We understand your sleep space is your sanctuary. Which means it has to look the part for it to feel the part. Helping you create a cohesive environment, no matter your choice of décor, your TEMPUR pillows will blend seamlessly within your sanctuary using your choice of pillowcase. So yes, in short, you can put pillowcases on your TEMPUR pillow.

Every TEMPUR pillow comes with a washable cover. Designed to meet OEKO-TEX® CLASS 1 standards, these hypoallergenic covers can be removed and washed as needed at temperatures up to 60°C to kill dust mites.

It is up to you whether you decide to put a pillowcase over this cover.

Can you wash a TEMPUR pillow? That depends on the type of TEMPUR pillow you choose. In general, TEMPUR material cannot be washed or dry cleaned. If you try to wash traditional TEMPUR pillows, the TEMPUR material within them will no longer function as it should.

Instead, if you have a traditional TEMPUR pillow, first remove the cover to ventilate the TEMPUR material. You may carefully wipe the surface of the pillow with a well-wrung cloth to remove surface stains or dirt. To wash the cover, turn it inside-out, close the zipper, and follow the care instructions. You may air dry or tumble dry the cover.

Within the TEMPUR pillow range, there are two collections: Traditional and Ergonomic. With their classic pillow shaping, TEMPUR pillows within the Traditional collection can be slept on in any way you find comfortable. However, TEMPUR pillows in the Ergonomic collection are designed to offer support according to your favoured sleep position. That means the pillow you choose will work best when you place it according to the instructions provided.

Wondering how to sleep on a TEMPUR pillow? With the Traditional pillow range, it’s just as you would any other pillow! Simply place your head on your TEMPUR pillow, in whatever sleep position you find comfortable.

Alternatively, if you’re using a TEMPUR Ergonomic pillow, for example, the TEMPUR® Original Pillow, these are uniquely shaped to follow the natural curve of your body. Place the pillow contour side up, as pictured below. This helps to support the alignment of your spine, making sure your body remains supported throughout the night.

If you have a stiff neck or neck pain, TEMPUR pillows may provide some pressure relief and support as you sleep. But, while TEMPUR pillows are designed to help provide comfort for your back and neck, it is always advisable that you consult a qualified medical practitioner for advice with neck pain.

After the initial adjustment period, your TEMPUR pillow will become softer and offer a more comfortable feel. But, does it still provide the support you need? The answer is yes. The TEMPUR material in your pillow is working exactly as it should. The open-cell structure is now fully open, promoting better ventilation and continued support, despite feeling different to the way it felt when you first started using it.

After the initial adjustment period, your TEMPUR pillow will become softer and offer a more comfortable feel. But, does it still provide the support you need? The answer is yes. The TEMPUR material in your pillow is working exactly as it should. The open-cell structure is now fully open, promoting better ventilation and continued support, despite feeling different to the way it felt when you first started using it.

If you find your new TEMPUR pillow is too firm at first, you may want to sit on it to soften it. Why?When the pillow is new, the cell structure within the TEMPUR material is not fully open. By sitting on the pillow, your body weight and heat will help to open those cells, working to soften it faster. You will only need to do this over the short adjustment period, as once the cells are fully open, they will become more responsive to offer a softer and more comfortable feel.

When you get a new pillow, no matter what type of pillow you opt for, there is likely to be a period of adjustment as you get used to the way it feels.

How long it takes to get used to your new TEMPUR pillow will usually depend on the type of pillow you choose. If you opt for a TEMPUR pillow from the Traditional pillow collection, this will have the feel of a conventional pillow, so there shouldn’t be much of an adjustment period. You may find it softens up slightly over time.

If you opt for a pillow from the Ergonomic pillow collection, there will be a period of adjustment where you will need to allow for the cells within the TEMPUR material to open fully. As these cells open in response to body heat, you may find it helpful to sit on your pillow initially. Over time, the cells will open naturally, to allow for a softer feel.

When you sleep on your stomach, it’s important to make sure your pillow does not cause improper alignment of your spine. The TEMPUR Ombracio Pillow is ergonomically designed to support stomach sleepers, with indentations at the side allowing for easier breathing. The shape of this pillow, along with its material and cover, all work together to offer superior comfort and support as you sleep on your stomach.

If you sleep on your back, you may find your perfect fit within TEMPUR’s Traditional collection of traditionally shaped pillows, with soft, medium and firm feel on offer.

The TEMPUR Millennium Pillow is designed specifically to suit back sleepers, with a curved edge and a contoured top working to cradle your neck and support your head as you sleep. The TEMPUR Symphony Pillow offers another alternative for back sleepers who also sleep on their side.

If you are a side sleeper and prefer the feel of a more traditionally shaped pillow, you can find all the support you need within TEMPUR’s Traditional pillow collection. However, if you’re looking for ergonomic support as a side sleeper, be sure to take the TEMPUR Original Pillow into consideration. Available in a variety of sizes, this pillow offers exceptional support for side sleepers.

The TEMPUR Symphony Pillow may provide another alternative if you tend to switch between sleeping on your side and your back. This ergonomic pillow is designed as two pillows in one, with one side supporting side sleepers, and the other supporting back sleepers.

Instead of simply asking what is the best TEMPUR pillow, you need to ask what is the best TEMPUR pillow for you. With a wide range on offer, TEMPUR pillows are designed to suit all sleep styles and preferences. So, to find the best TEMPUR pillow for you, you first need to think about how you sleep.

To do this, consider what you want from your pillow. Do you want an ergonomic pillow that is contoured to your head and neck? Within the TEMPUR Ergonomic pillow collection, you can find options that feature design shaping to offer contouring and support for the sleep position you favour most.

Alternatively, if you prefer traditional pillow shaping, you can choose from the TEMPUR Traditional pillow collection. Within this collection, you can choose your pillow according to your sleep style and your preferred level of firmness.

While you may see conventional pillows on sale at ‘bargain’ prices, you should think about what a pillow should offer before you buy.

First, consider how much time you spend in bed asleep. Your head will rest on your pillow for around eight hours each night, or in other words, one-third of each day. With that much time in use, you need your pillow to offer durability, while also providing the support your head and neck needs to stay properly aligned throughout the night.

Cheap conventional pillows tend not to last long, and it’s unlikely they provide the support you need either. That means, not only will you have to spend more money to replace them sooner – creating waste that is not great for the environment – you may also not benefit from comfort or support over time.

On the other hand, TEMPUR pillows offer superior design, with options to suit various sleep styles and preferences. They are built to last, with each TEMPUR pillow offering a three-year warranty. Not only that, TEMPUR pillows are the only pillows to be endorsed by NASA.

So, are TEMPUR pillows worth it? While the initial outlay may be somewhat larger than cheap conventional pillows, TEMPUR pillows provide durability, quality and support from day one, allowing you to invest in your quality of sleep and your comfort over the long term.

TEMPUR pillows are made to last, which is why we offer a three year warranty on all of our pillows as part of our TEMPUR Guarantee. That means you can rely on your TEMPUR pillow to offer the same great level of comfort and support on day 1095 as it does on day 1.

At TEMPUR, we do not outsource the manufacture of any of our pillows. This allows us to retain the highest manufacturing and design standards with each and every pillow we create. All TEMPUR pillows are made in Denmark.

Designed to offer pressure-relieving support within a huggable, easily-shaped design, the Comfort, Traditional and Ombracio pillows are made up of shredded TEMPUR material, enclosed in a TEMPUR membrane.

Within the TEMPUR Ergonomic pillow collection, the Original, Symphony and Millennium pillows are made from TEMPUR material poured into moulds. This provides consistent, all night support, without the need for shifting or reshaping.

Magniflex Mattresses

Investing in a Magniflex mattress means prioritising your health, comfort, and sleep quality. To help you choose the best option, we’ve gathered some essential questions and answers. Discover why Magniflex mattresses stand out.

Unfortunately, many companies claim to manufacture medical mattresses as there is no official definition of what a medical mattress is. Certain Magniflex mattresses have been recognised as Medical Devices in Italy but we refrain from calling ours medical mattresses. All Magniflex mattresses are designed to provide correct support for your body and with your health and well-being in mind.

Due to the durability of our foams it is not necessary to turn the mattress, and In fact some of our models are designed to be used on one side only. For double sided mattresses you may turn your mattress to ensure equal distribution of use.

Magniflex recommends the use of wooden slatted bedbases, as these allow air to circulate through the mattress freely, helping with transpiration of the mattress. The transpiration process ensures greater hygiene and a healthier environment, ideal for people who suffer from allergies or respiratory problems.

Compared to other memory foam mattresses, the patented Memoform formula by Magniflex, responds mainly to the pressure of the body rather than to body heat. Our Memoform range also features mattresses with Outlast fabrics designed to keep you at a comfortable temperature.

This common misconception is incorrect. Magniflex mattresses offer correct support regardless of comfort level or price. The level of softness or firmness is a question of preference. Whether your Magniflex mattress is soft or hard, it will give you the same correct back support you need.

The materials from which a mattress is made is far more important than the thickness. Some low-quality mattresses can be extremely thick due to large springs and substandard foams. Magniflex mattresses consist of high quality, durable, and patented foams so even our thinner mattresses provide correct support for your body.

Malouf Pillows

Choosing a Malouf pillow enhances your comfort and sleep experience. To ensure you make the best choice, we’ve compiled answers to common questions. Learn why Malouf pillows offer unmatched quality and support.

You can purchase a pillow protector to help your pillow last longer.

We recommend using a damp cloth to spot clean your pillow.

Bamboo charcoal has many great qualities: It eliminates odo urs, absorbs excess moisture, regulates temperature, and is an excellent choice for people with allergies.

Yes. Our Zoned Dough® pillows come in three natural scents: Chamomile, Lavender, and Peppermint

The down feathers in our TripleLayer™ Down Pillow are high-quality, traceable to the source, and never plucked from live animals.

Our premium memory foam is exceptionally supportive and is more responsive than typical memory foam.

We carry products that can help alleviate allergy symptoms, such as our Bamboo Charcoal Pillow and TENCEL™ Sheet Set.

Yes, we do have pillowcases for all shoulder cut pillow range.

Our Zoned Technology™ design creates the ideal combination of comfort, support, and airflow. Larger holes in the center cradle your head, while smaller holes around the perimeter create a supportive zone for your neck.

Selecting the right pillow is about finding one that is comfortable and provides proper neck and head support. You want to consider your sleep position, mattress density, and body type.

Omni Comfort

Choosing a Malouf pillow enhances your Discover the ultimate comfort with the Omni Comfort Mattress. Explore our answers to common questions and see why Omni Comfort excels with dual comfort options, exceptional durability, and advanced materials for a restful night’s sleep.and sleep experience. To ensure you make the best choice, we’ve compiled answers to common questions. Learn why Malouf pillows offer unmatched quality and support.

For more information or any additional questions, please contact our customer service team at info@vencasa.co.za.

Yes, the Omni Comfort Mattress is compatible with most adjustable bed frames.

Delivery fees may vary depending on your location. Please contact our customer service for detailed information.

Delivery depends on whether or not we have stock. If we have stock, it takes between 7 working days, and if we are out of stock, there is a 6 week waiting period.

No, unfortunately we don’t offer a trial period.

Yes, the Vencasa Omni Comfort Mattress comes with a 3-year guarantee, covering manufacturing defects and material faults, and a 7-year warranty.

To maintain your mattress, use a mattress protector to guard against spills and stains. However, the mattress comes with a removable cover that can be washed every 3-6 months.

The Omni Comfort Mattress is built with high-quality materials and excellent craftsmanship, ensuring it remains durable and maintains its shape and support for years.

No, the Omni Comfort Mattress is designed with breathable materials and airflow channels to promote ventilation and prevent overheating, ensuring a cool and comfortable sleep.

Yes, the Vencasa Omni Comfort Mattress is designed to accommodate all sleeping positions, whether you sleep on your back, side, or stomach.

The mattress features a multi-layered design that includes high-density support foam to provide a stable and supportive base. The memory foam layer conforms to your body shape, offering personalised support and reducing pressure points.

The Vencasa Omni Comfort Mattress is available in various sizes, including:

  • Small Single: 75cm x 188cm/200cm
  • Single: 90cm x 188 cm/200cm
  • Three Quarter: 107cm x 188 cm/200cm
  • Double: 135cm x 188 cm/200cm
  • Queen: 150cm x 188 cm/200cm
  • King: 180cm x 188 cm/200cm

The Omni Mattress offers dual comfort options. One side provides a soft feel, while the other side offers a firm feel. Simply turn the mattress over to switch between the two comfort levels.

The key benefits include:

  • Enhanced comfort and support
  • Dual comfort options: soft and firm feel
  • Excellent pressure relief
  • Breathable materials for temperature regulation
  • Durable construction for long-lasting performance
  • Hypoallergenic properties for a healthier sleep environment

The Omni Comfort Mattress is made with a combination of memory foam, high-density support foam, and breathable fabrics. These materials work together to offer optimal support, pressure relief, and temperature regulation.