Frequently Asked Questions (FAQs) | Luma Sleep

Luma strongly recommends the use of a high-quality mattress protector for all Luma Mattresses. A luxury Tencel blend mattress protector is included with each Luma Slumber System.

We do not recommend removing the cover for washing. If you choose to do so, dry clean or hand wash the cover, do not attempt to wash/dry the mattress cover in a washer/dryer. For spills and stains, spot treat the area with mild detergent and cool water – blotting and dabbing gently rather than scrubbing or applying direct force. Your mattress cover can be removed and replaced if damaged. Just contact us and we will arrange for you to purchase a new replacement cover at a nominal cost based on its size.

As long as your current foundation system is undamaged and functioning properly, all Luma Mattresses will perform upon it; you should not need to replace it.

If you choose to replace your foundation, please check out Luma accessories and see the wood slatted foundation ideally designed to support our Luma mattresses, or contact a Luma Customer Service Advocate at support@lumasleep.com or 1-800-982-9846 and we can assist you in finding a solution for your foundation needs.

If you are uncertain, you should replace your mattress foundation.

Mattress firmness is a personal choice of comfort. Luma mattresses are specifically designed to adapt to your preferences. After sleeping on a Luma product for a few weeks you find the firmness is not ideal, you have the option to exchange it at no cost. Luma’s free exchange option is available to you for up to 365 days (1 year) from the date of delivery.

Our Slumber Systems unique 2-piece design allow you to change the firmness after the one year trial period at a nominal cost. This allows you to adjust the feel of your bed if your needs or preferences change over time. The firmness finder found on our product detail pages can help you make your initial selection.

Luma Mattresses and Slumber System are available in all standard US mattress sizes.*   Height and Weight vary by model and size.

* Luma mattresses comply with the ISPA (International Sleep Products Asso.) voluntary guidelines for US mattress industry dimensions.

Environmental certifications apply to several of the components used in the Luma Slumber Systems:

• Talalay latex foam used in the comfort layer is certified per Okeo-Tex® Standard 100
• 100% Natural Latex (Dunlop) is certified Oeko-Tex® Standard 100 and Eco-Institut
• Tencel fabric covers are certified per Okeo-Tex® S tandard 100
• Polyurethane foams used in the mattress core are certified per Certi-PUR-US standard

Talalay is a manufacturing process used to make high-quality latex foam that is ideal for mattresses and pillows. Talalay latex is characterized by a lighter, more bouyant feel than that found in standard latex foam. It is available in array of densities from super plush to extra firm. Unlike memory foam, it instantly responds to your movements without needing the body heat in order to conform to your unique shape. In addition, it is an open cell foam, allowing it to “breathe” to keep you exceptional cool and comfortable.

Talalay Latex and Memory Foam are very different materials in both how they are made and, most importantly, their physical properties.

1. Latex is a naturally derived from rubber tree sap while Memory foam is a type of polyurethane foam.
2. Talalay latex is made with a "batter" of raw latex and water that is "baked" in individual molds and then washed five times in fresh water. Memory foam is poured in very large cubes and cures through a chemical reaction.
3. Talalay latex is an open cell foam, which allows air to pass through it and so you sleep cooler. Memory foam is a very dense form of polyurethane foam, that only softens under heat and pressure, typically leading to warmer sleep environment.
4. Latex is a two-dimensional material; it is both supportive and pressure relieving, where memory foam is a one-dimensional pressure relieving. The easy way to think about I is you sleep ON latex rather than sleeping IN memory foam.

Luma Mattresses are made with the highest quality, top performing materials used in luxury mattresses. Both Talalay Latex and individually wrapped pocket coils have been proven to provide the exceptional comfort, pressure relief, support and breathability that you expect from a luxury mattress. Luxury mattresses use these materials as their primary components are typically priced well above $2,000 (queen size). In addition, Luma Sleep has simplified the design and eliminated the costly fillers and fluff used to make beds look better in a store. Finally, without the cost of retail store operation, Luma is able to offer its luxury mattress products at a significantly lower cost than found at traditional retail stores.

Choosing the right surface that supports a mattress can affect the way it performs and feels. The Luma mattress is designed to deliver its signature feel lying on a firm, flat, and sturdy surface. Below are the best options to support your Luma.

Option 2:  Adjustable Bed Base

 Each Luma Mattress system has been designed to work perfectly with most Adjustable Bed Bases.  The combination provides an exceptional sleep and rest experience.

Option 3: A Solid Base

There are three ways to achieve this:

• A solid wood platform
• A box spring / wood foundation
• A bunkie board 

The unique two-piece design of the Luma Slumber Systems is made to provide you with choices of firmness before you purchase and give you the option to adjust the firmness of your mattress if your needs or preferences change in the future. Separating the comfort layer from the base mattress lets you easily change feel (firmness) of your bed anytime... even years after your original purchase. This can be done for a fraction of the cost of a new mattress and is far less disruptive and time consuming the replacement.

Talalay is a manufacturing process used to make the highest quality of latex foam that is ideal for mattresses and pillows. Talalay latex is characterized by a lighter, more bouyant feel than that found in standard Dunlop latex foam. It is available in range of densities from super plush to extra firm. Unlike memory foam, latex foam instantly responds to your movements without needing the body heat in order to conform to your unique shape. In addition it is an open cell foam, allowing it to “breathe” to keep you exceptional cool and comfortable.

Talalay Latex and Memory Foam are very different materials in both how they are made and, most importantly, their physical properties.

1. Latex is a two-dimensional material; it is both supportive and pressure relieving, whereas memory foam is one-dimensional pressure relieving and offers very little support. The easiest way to think about it is you sleep ON Latex and you sleep IN Memory foam.
2. Latex is a naturally derived from rubber tree sap; Memory foam is a type of polyurethane foam.
3. Talalay latex is made with a "batter" of raw latex, water and processing ingredients whipped into a foam and then "baked" in individual molds. It is then rinsed five times in fresh water. Memory foam is a mixture of chemical poured on a wide  that expands and hardens through a chemical reaction.
4. Talalay latex is an open cell foam, which allows air to pass through it and so you sleep cooler. Memory foam is a very dense form of polyurethane foam, that only softens under heat and pressure, typically leading to warmer sleep environment.

Luma Sleep offers 0% APR financing through Affirm 0% for 6 months through PayPal Credit. Financing options are available during your Checkout. Nothing processes until you manually accept the financing proposal. 

Luma Customer Advocates are available on Mon-Fri 10am-7pm and Sat-Sun 10am-6pm, EST.

You can contact one of our team by:
Calling us at 1-800-982-9846, or 

Chatting with us online, or
Emailing us at info@lumasleep.com

• UPS/FedEx will deliver to the entry of your residence/apartment/condo.
• White Glove delivery is coordinated with you; someone authorized needs to be present at the time of delivery.
• When shipping to an apartment or condo community where large packages are not delivered directly to your residence, it is essential that you alert the office, front desk, or doorman ahead of delivery that you are expecting a large shipment. This will prevent your delivery from inadvertently being refused and returned to sender through UPS/FedEx.
• Luma Sleep is unable to reverse a refused delivery/return to sender. If this happens, please contact us as soon as possible.

“Unboxing” a Luma Mattress can be a fun experience. Luma Sleep mattresses use the highest quality materials and can be heavy; we strongly recommend having 2 people involved in the unboxing and set-up of all full size or larger Luma Mattresses and Luma Latex Hybrid Slumber Systems. Follow these three (3) easy steps and enjoy!

Step 1: Prep

Carry the box to your bedroom, lay it on its side, carefully open the top of the box with a box cutter or similar tool, slide the rolled mattress out of the box and place it on the solid base, foundation or platform you are using to support your new Luma Mattress

Step 2: Unroll & Unpack

• Unroll the outer plastic, then unroll and unfold the mattress and place it into position
• There is excess plastic on one side of the mattress. Carefully cut the plastic on this edge taking care not to cut the mattress cover. You will hear the air rush in and the springs decompress into place as the mattress takes shape.

Step 3: Experience Luma!

• Try it out! The Talalay latex and individually wrapped coils that make up a Luma mattress are designed to instantly respond once opened.
• You can lie/sleep on your Luma mattress immediately, it will fully decompress within an hour.
• Your mattress will feel great immediately.

Most changes can be made, but please contact us as soon as possible. Changes may delay the shipment of your purchase.  You can also make the delivery changes yourself by contacting FedEx with your tracking #.   

Email support@lumasleep.com or call 1-800-982-9846.

In-Home Delivery is an add-on service.  A 2-person team comes to your home the day after your mattress system has been delivered.  They will deliver your Luma mattress system to the your choice, set it up on your bed base/frame, and dispose of any unwanted packaging. This service option is provided at an additional cost of $125 for Luma Mattresses and Slumber Systems during the Check Out process.

If you choose the White Glove Delivery service, we can also remove and recycle your old mattress for an additional fee of $75 ($200 total).

In-Home delivery and old mattress removal fees are non-refundable. In-Home delivery is coordinated with you; someone authorized needs to be present at the time of delivery.

Luma Mattresses ship in an 19” x 19” x 46” box.  Luma Pillow Tops and Toppers ship in a 15x15x30" box. All Latex Mattresses ship in and 16” x 16” by 60-82” box. All box sizes have fold-in handles for maneuvering around your home.

Our mattresses are primarily made to order and typically ship out of our facilities via FedEx Ground in 4-5  business days after you place your order. Once your mattress ships, you’ll receive a shipping confirmation email with a tracking number. Once shipped, mattress take 1-5 business days in transit to arrive at your door.

All other products ship between 1-3 days via FedEx

Luma’s post-purchase, risk-free 100 night trial serves as our return policy. Your original form of payment will be refunded.  If you opt for the Free Comfort Exchange program and then decide to return it, there is a $100 fee to offset the exchange shipping costs. 

Luma partners with several 3rd parties to remove the mattress from your home and either donate it to a local charity or have it recycled. Your assistance in helping Luma Sleep find a local charity may be needed in outlying geographic areas.

Luma’s comfort exchange is a free one-year program for customers who purchase one of our Mattress Systems with a Pillow Top. Our program greatly reduces your risk in having a mattress that does not meet your comfort needs with a post-purchase option to change the comfort firmness of the pillow top of your Luma mattress system.

Luma offers several choices of comfort (firmness) for all mattress pillow tops and latex toppers. If the firmness you choose when you purchase a Slumber System is not meeting your needs after you have slept on it, for up to one year, contact a Luma Customer Advocate at support@lumasleep.com or 1-800-982-9846. We will work with you to better understand what doesn't feel quite right and get you an alternative version of the pillow top latex insert that is is more suitable for your needs.

We ask that you return the unused comfort layer insert for recycling.

Because of its one-layer design, free Comfort exchanges are not available for the Luma Mattress.