FAQ
FAQ - Frequently asked questions
If you have any open questions, our service team will be happy to help you:
Please contact us at 07250-750 or by e-mail at shopping@billerbeck.info.
1 products:
1.1 How can I test pillows, duvets, toppers or mattresses at home?
1.2 Supplying mattresses is as simple as that.
1.3 Are the processed down and feathers certified?
1.4 Where are billerbeck products manufactured?
1.5 My bedding / mattress emits a slight odour after unpacking. Is that normal?
2 Ordering:
2.1 I have not received an order confirmation.
2.2 I have received an item that I did not order.
2.3 I would like to cancel or change my order.
2.4 I have received a damaged product / package.
2.5 Are one or more products missing from your order?
3 Payment:
3.1 What payment methods are available at billerbeck.shop?
3.2 Payment in advance: Where can I find the account details for your advance payment?
3.3 When will I receive my invoice?
3.4 What do I have to bear in mind when transferring the invoice amount?
3.5 I have received a payment reminder despite payment or return.
3.6 I have not yet been able to transfer the outstanding invoice amount.
4 Shipping & Delivery:
4.1 Where is my package?
4.2 Why has my order not yet been shipped?
4.3 My package could not be delivered. What now?
4.4 Will the goods also be delivered abroad?
4.5 What does the shipping of my goods cost?
4.6 I would like to send the goods to the USA, what do I have to consider?
4.7 I would like to change my delivery address.
4.8 How can I track my delivery?
5 Returns:
5.1 How do I return an item?
5.2 What is the procedure for returning bedding?
5.3 What is the procedure for returning mattresses?
5.4 When will I receive my credit?
1 products:
1.1 How can I test pillows, duvets, toppers or mattresses at home?
Return of bedding in accordance with the hygiene regulation:
Bedding is a hygiene article and is subject to the Hygiene Ordinance. For this reason, no bedding that has been slept on / used bedding will be taken back. The return must be in original condition.
In the case of pillows and duvets, however, it goes without saying that it is possible to test the properties, such as the degree of firmness or the heat level. Please make sure that you try the bedding as you would in a retail shop, which means that in the case of duvets, you only put them over your arms for a short time.
1.2 The delivery of mattresses is as simple as this.
Mattresses that we cannot roll are sent by a forwarding agent. Please provide us with your telephone number when ordering. We will forward the contact details to the forwarding agent so that a precise date for the delivery of the mattress can be agreed between you and the forwarding agent.
Please note that we only deliver forwarding agents' goods "free curb". If you require a different service, please contact us.
Note: Free delivery to Germany, Austria, France, Italy, Belgium, Netherlands, Luxembourg, Liechtenstein and Poland. You can find more information under the point - "Shipping & Delivery".
1.3 Are the processed down and feathers certified?
In the following blog post you will find detailed information about the controlled origin and traceability of the down and feathers: https://billerbeck.shop/blog/daunen-und-federn-zertifiziert-rueckverfolgbar
1.4 Where are billerbeck products manufactured?
The bedding products are handmade to a high degree in our factories in Germany, Hungary and Switzerland.
1.5 My bedding / mattress emits a slight odour after unpacking. Is this normal?
Due to the production process, bedding and mattresses often initially have a new odour. This new odour is not harmful to health. We make every effort to deliver goods that are as odourless as possible. Should you nevertheless notice a new odour in exceptional cases, it will disappear after some time. In this case, please air the bedroom and the goods several times a day. If the new odour lasts longer than 14 days, please contact our customer service.
2 Order:
2.1 I have not received an order confirmation!
There can be several reasons why the e-mail with the order confirmation did not reach you. Were there any connection problems or error messages during the ordering process? It is possible that a typing error has crept into your e-mail address or the e-mail has landed in your spam folder. If you cannot find anything there either, please contact our customer service.
2.2 I have received an item that I have not ordered.
You have received the wrong item instead of the one you ordered? Or did you receive an additional item that you had not ordered at all? We are sorry about this, we did not want to cause you any trouble. Please contact our customer service.
2.3 I would like to cancel or change my order.
As long as we have not yet handed over your shipment to the parcel service, we can easily cancel or change your order. If your package is already on its way, we will not be able to recall it.
2.4 I have received a damaged product / package
We are sorry if a damaged product or package was delivered to you.
Product: Please report the damaged product immediately upon receipt of the delivery so that we can send you a return label. Return the damaged product to us. The return shipment is free of charge for you. After checking the goods you will receive a new product. If you give us your order number, we can help you especially quickly.
Package: If the package is damaged and you want to return something, you can simply use the packaging of your choice for the return shipment. Please understand that we cannot replace damaged shipping material.
2.5 Are one or more products missing from your order?
We are sorry that you have not received your goods in full. Please contact us so that we can check the matter. If you give us your order number, we can help you particularly quickly.
3 Payment:
3.1 What payment methods are available at billerbeck.shop?
We offer payment by credit card, PayPal, Amazon Pay, instant bank transfer (Unzer), purchase on account (Unzer) and prepayment. Unzer is a provider for payment processing which handles the payment in trust with you. There are no additional costs for you.
3.2 Payment in advance: Where can I find the account details for my advance payment?
If you choose the prepayment option, please transfer the outstanding amount to our bank account. You will find the account details in the billerbeck order confirmation sent to you in your e-mail box. When making the transfer, please quote your order number as the reason for payment.
3.3 When will I receive my invoice?
We generate a proper invoice for each order. This is automatically sent to your specified e-mail address as soon as your order has been dispatched by us.
3.4 What do I have to consider when transferring the invoice amount?
Please always state your respective order number as the reason for payment so that we can allocate the amount. If you have indicated a different intended purpose, please contact us and inform us of your order number as well as your indicated intended purpose.
3.5 I have received a payment reminder despite payment or return.
Our first e-mail to you is only a reminder that the payment deadline is about to expire.
If you did not need it at all, have already paid or returned the goods, please ignore the reminder. We just wanted to make sure that you do not receive a reminder so that you do not have to pay any fees.
If you have received a reminder, please check the following:
1. you have already returned the goods? Please give us time to check and credit your return. You will then receive an e-mail confirmation from us that everything has been taken care of.
2. you have already transferred the money? It can take about 5 working days to allocate your transfer.
3. have you indicated the correct reason for payment? Please always state the respective order number as the intended purpose. If you have indicated a different reason for payment, please contact us and tell us the order number and the reason for payment.
4. did you transfer money for several orders together? Please always transfer for each order separately so that we can allocate your payment. If you transfer for several orders together, it can happen that the payment is only assigned to one order.
3.6 I have not yet been able to transfer the outstanding invoice amount.
No problem - please use the bank details sent to you and your order number as reason for payment. You do not need to announce the payment, as it will be assigned automatically.
Payment in advance: When ordering by advance payment, you will find the bank details in your billerbeck "order confirmation".
Payment by invoice: You will find the bank details for your purchase on account in the billerbeck e-mail "Payment details for your order".
4 Shipping & Delivery:
4.1 Where is my package?
The goods are generally shipped to your desired delivery address with our parcel services DHL (Germany) or DPD (all other countries). As soon as a parcel is dispatched, you will receive a dispatch confirmation by e-mail in which a dispatch link is deposited with which you can track the progress of the shipment.
After you have placed your order, we will deliver your package within 1-3 working days, depending on availability, in standard shipping.
4.2 Why has my order not yet been shipped?
Usually we ship orders within 24 hours, for some orders it may take a little longer. Orders that contain several items will be shipped together for sustainability reasons. Therefore the delivery may take longer. If you need an item urgently, please contact us.
4.3 My package could not be delivered. What now?
In this case please contact us. The parcel will be automatically returned to us. As soon as we have clarified the reason why the delivery failed, we will simply try again and send you a new parcel.
4.4 Will the goods also be delivered abroad?
Yes. We deliver the goods worldwide. If we have a billerbeck agency (Switzerland, Hungary, Russia, Japan), they will deliver to you.
4.5 How much does it cost to ship my goods?
We deliver goods free of charge to the following countries: Germany, Austria, France, Italy, Belgium, the Netherlands, Luxembourg, Liechtenstein and Poland. In all other countries we deliver the goods plus shipping costs. Please ask us for the shipping costs to your desired country.
4.6 I would like to send the goods to the USA, what do I have to consider?
We offer international shipping and also ship our billerbeck bedding to the USA. It should be noted that depending on the location, shipping costs and customs fees may apply.
Our customer service will be happy to advise you on this.
4.7 I would like to change my delivery address.
As long as your order has not been shipped, we can change the delivery address. Please contact us for this.
4.8 How can I track my delivery?
As soon as your parcel has been shipped, you will receive an e-mail from us with detailed information on tracking your shipment. Please make sure that your parcel can be received by our logistics partner DHL or DPD upon delivery.
5 Returns:
5.1 How do I return an item?
After receiving your order you have 14 days to return the article.
To avoid unnecessary effort and costs for the return shipment, please register your return with us, stating your order number.
5.2 How is the handling of returns of bedding goods handled?
(duvets, pillows, toppers, bed linen and accessories)
If the bedding does not suit you within the specified period, then
1. please contact our service team for returns processing
2. we will then send you a return slip by e-mail to the address you have specified.
3. please bring the parcel to the appropriate branch of the specified shipping service provider.
5.3 What is the procedure for returning mattresses?
If you do not like the mattress within the specified period, then:
1. please contact our service team for returns processing.
2. we will then send you extra packaging for the return shipment by post.
3 We will commission the forwarding agent and have the mattress collected at home at your desired date.
5.4 When will I receive my credit note?
After receipt of returns, processing usually takes 1-2 working days.
If a credit note is issued, you will receive an e-mail with information about the credit note.
The amount of the credit note will then be automatically refunded to the original means of payment.
Please keep the parcel delivery receipt from the shipping service provider for possible investigations, this will make it easier to investigate in case of enquiries or parcel losses.
Only items purchased in the online shop can be returned and credited.
