Returns

Questions and answers about returns

If you have to return the bedding, check it again for stains, hair and dust before returning it. Do not remove the labels and stickers even after unpacking. You should keep the original packaging material for a possible return.

How do I return an item?

After receiving your order, you have 14 days to return the item.

To avoid unnecessary effort and costs when returning items, please notify us of your return, stating your order number.

How is the return of bedding processed?

(duvets, pillows, toppers, bed linen and accessories) If you do not like the bedding within the specified period, then:

Please contact our service team for returns processing
We will then send you a returns note by e-mail to the address you provided.
Please then take the parcel to the relevant branch of the specified shipping service provider.

How is the return process for mattresses handled?

If you are not satisfied with 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 instruct the forwarding agent to collect the mattress from your home on the date of your choice.

100-day returns* for HERMINE mattresses and CIEL mattresses

With both the HERMINE and CIEL mattress models, we give you the opportunity to test the mattresses for 100 nights and return them to us.

Free return within the first 14 days: Within the first 14 days after receipt of the goods, the return is free of charge for our customers. You can find the exact procedure here:

Chargeable returns from the 15th to the 100th day: If you decide to return the goods between the 15th and the 100th day, you will be responsible for the costs. Due to the size of the mattresses, they will be dispatched as forwarding goods. Alternatively, we can offer you the option of commissioning our forwarding agent to collect the mattresses. The costs for collection within Germany are € 50.00 incl. VAT.

When will I receive my credit note?

After receipt of the return, processing usually takes 1-2 working days.

If a credit note is issued, you will receive an e-mail with the credit note information. 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 in case you need to make enquiries or if a parcel is lost.

Only items purchased in the online shop can be returned and credited.