FAQ – Frequently Asked Questions

If you have any further questions, our customer service team will be happy to help:

Please contact us on +49 7250-750 or by email at shopping@billerbeck.info

1. Products

1.1 How can I try out pillows, duvets, mattress toppers or mattresses at home?

1.2 Here’s how simple mattress delivery works.

1.3 Are the down and feathers used in the products certified?

1.4 Where are billerbeck products manufactured?

1.5 My bedding/mattress gives off a slight odour after unpacking. Is this normal?

1.6 Is there a guarantee on the products I buy?

2. Ordering

2.1 I haven’t received an order confirmation.

2.2 I’ve received an item I didn’t order.

2.3 I’d like to cancel or change my order.

2.4 I’ve received a damaged product or parcel.

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 bank details for my advance payment?

3.3 When will I receive my invoice?

3.4 What do I need to bear in mind when transferring the invoice amount?

3.5 I have received a payment reminder despite having paid or returned the goods.

3.6 I have not yet been able to transfer the outstanding invoice amount.

4. Dispatch & Delivery

4.1 How long will it take for my order to be delivered?

4.2 Where is my parcel?

4.3 Why hasn’t my order been dispatched yet?

4.4 My parcel could not be delivered. What should I do now?

4.5 Do you deliver goods abroad?

4.6 I’d like to send goods to the USA – what do I need to bear in mind?

4.7 How much does it cost to have my goods dispatched?

4.8 I’d like to change my delivery address.

4.9 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 note?

6 Guarantee

1 Products:

1.1 How can I try out pillows, duvets, mattress toppers or mattresses at home? Returns of bedding in accordance with the Hygiene Regulation: Bedding is classified as a hygiene product and is subject to the Hygiene Regulation. For this reason, we cannot accept returns of bedding that has been slept on or used. Items must be returned in their original condition. However, in the case of pillows and duvets, it goes without saying that you can test their properties, such as firmness or warmth rating. Please ensure that you try out the bedding as you would in a shop; for duvets, this means simply draping them over your arms for a short while.

1.2 Mattress delivery is as simple as this. Mattresses that we cannot roll up are dispatched via a haulage company. Please provide us with your telephone number when placing your order. We will pass on your contact details to the haulage company so that you and the haulage company can arrange a precise delivery date and time for the mattress. Please note that we only deliver goods sent via a freight forwarder on a ‘kerbside’ basis. If you require a different service, please contact us. Note: Free delivery to Germany, Austria, France, Italy, Belgium, the Netherlands, Luxembourg, Liechtenstein and Poland. You can find more information under the heading ‘Shipping & Delivery’.

1.3 Are the down and feathers used certified? You can find detailed information about the controlled origin and traceability of the down and feathers in the following blog post: https://billerbeck.shop/blog/en/certified-down-and-feathers/

1.4 Where are billerbeck products manufactured? Our bedding is manufactured with a high degree of craftsmanship in our factories in Germany, Hungary and Switzerland.

1.5 My bedding/mattress gives off a slight odour after unpacking. Is this normal? Due to the manufacturing process, bedding and mattresses often have a ‘new’ smell at first. This odour poses no health risks. We make every effort to deliver goods that are as odour-free as possible. However, if you do notice a new-product odour in exceptional cases, this will dissipate after a short time. In this case, please air your bedroom and the goods several times a day. If the new-product odour persists for longer than 14 days, please contact our customer service team.

1.6 Is there a guarantee on the products I buy? Yes, we offer a guarantee on all our products. If you are dissatisfied with a product or if it is faulty, please contact us within 14 days of receiving the goods to arrange a refund or exchange.

2 Order

2.1 I haven’t received an order confirmation! There may be several reasons why you haven’t received the order confirmation email. Did you experience any connection problems or error messages whilst placing your order? It’s also possible that there was a typo in your email address, or that the email ended up in your spam folder. If you cannot find it there either, please contact our customer service team.

2.2 I have received an item that I did not order. Have you been sent the wrong item instead of the one you ordered? Or have you received an extra item that you did not order at all? We’re sorry about this; we didn’t mean to cause you any inconvenience. Please contact our customer service team.

2.3 I’d like to cancel or change my order. As long as we haven’t yet handed your parcel over to the courier, we can easily cancel your order or make changes. If your parcel is already on its way, we can no longer recall it.

2.4 I have received a damaged product or parcel. We’re sorry if you’ve been delivered a damaged product or parcel. Product: Please report the damaged goods immediately upon receipt of the delivery so that we can send you a return label. Please return the damaged product to us. The return is free of charge for you. Once we have inspected the goods, you will receive a new product. If you provide us with your order number, we can assist you particularly quickly. Parcel: If the parcel has been damaged and you wish to return something, you can simply use packaging of your choice for the return shipment. Please understand that we cannot replace damaged packaging materials.

2.5 Are one or more products missing from your order? We’re sorry that you haven’t received your order in full. Please get in touch with us so that we can look into the matter. If you provide us with your order number, we’ll be able to assist you particularly quickly.

3 Payment

3.1 What payment methods are available at billerbeck.shop? We offer payment by credit card, PayPal, Amazon Pay, Sofortüberweisung (Unzer), purchase on account (Unzer) and prepayment. Unzer is a payment processing provider that handles the payment on your behalf on a trust basis. This does not incur any additional costs for you.

3.2 Payment in advance: Where can I find the bank details for my advance payment? If you choose to pay in advance, please transfer the outstanding amount to the account details we have provided. You will find these details in the billerbeck order confirmation sent to your email inbox. Please quote your order number as the reference when making the transfer.

3.3 When will I receive my invoice? We issue a formal invoice for every order. This will be sent automatically to the email address you provided as soon as your order has been dispatched.

3.4 What should I bear in mind when transferring the invoice amount? Please always state your order number as the payment reference so that we can allocate the payment correctly. If you have provided a different payment reference, please contact us and let us know your order number and the payment reference you provided. 

3.5 I have received a payment reminder despite having paid or returned the goods. Our first email to you is simply a reminder that the payment deadline is approaching. If you did not need this reminder, have already paid, or have posted your return, please ignore the payment reminder. We only sent it to ensure that you do not receive a reminder letter, so that you do not incur any charges. If you have received a reminder letter, please check the following:

3.5.1 Have you already returned the goods? Please give us time to check your return and credit your account. You will then receive an email confirmation from us that everything has been sorted.

3.5.2 Have you already made a bank transfer? It may take around 5 working days to match your transfer to your order.

3.5.3 Did you enter the correct payment reference? Please always state the relevant order number as the payment reference. If you have entered a different payment reference, please contact us and let us know the order number and the payment reference you provided. 

3.5.4 Have you made a single bank transfer covering several orders? Please always make a separate bank transfer for each order so that we can allocate your payment correctly. If you make a single transfer covering several orders, the payment may only be allocated to one order.

3.6 I haven’t been able to transfer the outstanding invoice amount yet. No problem – please use the bank details sent to you and your order number as the payment reference when making the transfer. You do not need to notify us of the payment, as it will be allocated automatically. Payment in advance: When ordering with payment in advance, you will find the bank details in your billerbeck ‘Order Confirmation’. Payment by invoice: You will find the bank details for your purchase on invoice in the billerbeck email ‘Payment details for your order’.

4 Dispatch & Delivery

Your chosen item has arrived and you’ll probably want to unpack it and try it out as soon as possible. Please do remember to handle the bedding with care in case you do decide to return the item. Checking the goods for transport damage: Damage may occur during transport. We therefore recommend that you inspect the goods thoroughly immediately upon delivery and take photographs of any defects you find. Please then send the photographs as evidence to our customer support team, who will then get in touch with you. Careful and gentle unpacking and trying out: When unpacking and trying out the bedding, please ensure it is not damaged or soiled. Please also ensure that pet hair and other contaminants are kept away. When testing mattresses, you can protect them with a sheet. If, for example, you wish to test a mattress directly on the floor, it is best to place a blanket underneath it.

4.1 How long will it take for my order to be delivered? Delivery times depend on various factors, such as the location of the product and the delivery destination. Delivery within Germany usually takes 2–4 working days, whilst international deliveries can take between 5 and 14 working days, depending on the destination. However, we always endeavour to process your order as quickly as possible and deliver your products to you on time.

4.2 Where is my parcel? Goods are generally dispatched to your chosen delivery address via our parcel services, DHL (Germany) or DPD (all other countries). As soon as a parcel is dispatched, you will receive a dispatch confirmation by email containing a tracking link, which you can use to track the progress of your parcel. Once you have placed your order, we will dispatch your parcel via standard delivery within 1–3 working days, subject to availability.

4.3 Why hasn’t my order been dispatched yet? We usually dispatch orders within 24 hours, though some orders may take a little longer. Orders containing multiple items are dispatched together for sustainability reasons. As a result, delivery may take longer in these cases. If you need an item urgently, please get in touch with us.

4.4 My parcel could not be delivered. What should I do now? In this case, please get in touch with us. The parcel will be automatically returned to us. As soon as we have clarified why delivery failed, we will simply try again and send you a new parcel.

4.5 Do you deliver goods abroad? Yes. We deliver goods worldwide. Where we have a billerbeck representative (Switzerland, Hungary, Russia, Japan), your order will be delivered by them.

4.6 I’d like to have the goods sent to the USA – what do I need to bear in mind? We offer international shipping and also send our billerbeck bedding to the USA. Please note that, depending on your location, shipping costs and customs duties may apply. Our customer service team will be happy to advise you on this.

4.7 How much does it cost to have my goods delivered? We deliver goods free of charge to the following countries: Germany, Austria, France, Italy, Belgium, the Netherlands, Luxembourg, Liechtenstein and Poland. For all other countries, we deliver the goods subject to shipping costs. Please enquire with us about the delivery charges to your chosen country.

4.8 I would like to change my delivery address. As long as your order has not yet been dispatched, we are happy to change the delivery address. Please contact us regarding this.

4.9 How can I track my delivery? As soon as your parcel has been dispatched, you will receive an email from us with detailed tracking information. Please ensure that your parcel can be accepted upon delivery by our logistics partner, DHL or DPD.

5 Returns

Preparing for a return: Should you need to return an item, please check the bedding once more for stains, hairs and dust before returning it. Do not remove the tags or stickers, even after unpacking. You should keep the original packaging in case you need to return the item. 

5.1 How do I return an item? Once you have received your order, you have 14 days to return the item. To avoid unnecessary hassle and costs when returning the item, please notify us of your return, quoting your order number.

5.2 How are returns of bedding items handled? (Duvets, pillows, mattress toppers, bed linen and accessories) If you are not satisfied with the bedding items within the specified period, then: 1. Please contact our customer service team to arrange the return 2. We will then send you a returns label by email to the address you provided. 3. Please then take the parcel to the relevant branch of the specified courier service.

5.3 How do I return a mattress? If you are not satisfied with the mattress within the specified period, please:

5.3.1 Please contact our customer service team to arrange the return.

5.3.2 We will then send you special packaging for returning the mattress by post.

5.3.3 We will arrange for the courier to collect the mattress from the comfort of your own home on a date of your choosing. 100-day returns policy* for HERMINE, CIEL and ERGO-VITA mattresses. With these mattress models – HERMINE, CIEL and ERGO-VITA – we give you the opportunity to try out the mattresses for 100 nights and return them to us.

Free returns within the first 14 days: Returns are free of charge for our customers within the first 14 days of receiving the goods. You can find the exact procedure here: https://billerbeck.shop/rueckgabe

Returns subject to a charge from the 15th to the 100th day: If you decide to return the mattress between the 15th and 100th day, you will be responsible for the costs. Due to their size, the mattresses are dispatched as freight. Alternatively, we can arrange for our courier to collect the item. The cost for a collection within Germany is €50.00 including VAT.

5.4 When will I receive my credit note?

Once the returned item has been received, processing usually takes 1–2 working days.

If a credit note is issued, you will receive an email with the relevant details. The amount of the credit note will then be automatically refunded to your original payment method. Please keep the courier’s parcel dispatch receipt for any enquiries; this will make it easier to investigate any queries or lost parcels. Only items purchased via the online shop can be returned and credited.

6 Guarantee

Is there a guarantee on the products I buy?

Yes, we offer a guarantee on all our products. If you are dissatisfied with a product or if it is faulty, please contact us within 14 days of receiving the goods to arrange a refund or exchange.