Return
WANT TO RETURN AN ITEM?
By clicking the button, you will be directed to our returns portal, where you can easily initiate a return.
Due to our shop relocation, returns for orders placed in our previous shop cannot be processed via the new returns portal.
Please use the following button for returns of orders from the old shop.
Thank you for your understanding.
FAQ
You can easily register your return via our returns portal. Simply click on the relevant returns link and follow the steps provided in the form.
For selected mattresses and toppers, a request will first be sent to our customer service so that we can organize the return transport for you. Our Hanse customer service will then contact you promptly.
Private individuals may return goods within the statutory 14-day cancellation period after receipt without stating reasons, provided the goods show no signs of use.
For mattresses, an extended right of return of 30 nights after receipt applies.
The cost of return shipments depends on the item and the delivery location:
- Mattress collection within mainland Germany is free of charge.
- For mattress collections from German islands and from Austria, we charge €119.00 per item.
- Customers organize and pay for returns from Switzerland, non-EU countries, and EU countries for items such as pillows or duvets themselves.
No. Mattresses are collected directly from you by Hermes. A shipping label or packaging is not required for this.
After we receive and inspect your return, the refund will be processed within the statutory period of 14 days at the latest.
The refund will generally be issued via the same payment method used for the original order.
Please note that the refund can only be processed once the goods have been received by us or proof of shipment has been provided.
Should your goods arrive damaged or defective, please contact our customer service directly. Please have photos of the damage ready, if possible, so that we can process your request as quickly as possible.
Yes, returns from abroad are generally possible.
Please note, however:
- Returns from Switzerland, non-EU countries, and EU countries must be organized independently.
- The customer bears the shipping costs incurred.
Returns under the right of withdrawal are only possible if the goods show no signs of use. In the case of used or damaged items, we reserve the right to refuse the return or to claim compensation for loss of value. In this case, please also contact customer service.
