Delivery & Returns for Adult Products
Adult mattresses, adult pillows & toppers (does not apply to the baby and children’s range)
Delivery
We want your new Träumeland adult mattress to arrive as quickly as possible – for a wonderful night’s sleep without a long wait
Delivery time:
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Standard mattress sizes 90x200, 100x200 and 140x200 cm: 3–5 working days
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Pillows & toppers, as well as the children’s range: 3–5 working days
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Non-standard sizes such as 120x200, 180x200 and 200x200 cm: up to 2 weeks
Delivery charges:
- Delivery charges for Austria and Germany: €3.90 per order (free for orders over €50)
- Your mattresses are vacuum-packed, rolled up and packed in a box, then delivered straight to your doorstep
Returns – Adult mattresses
Avoiding returns in the interests of sustainability
Every return not only means extra hassle for you, but unfortunately also has a negative impact on the environment. To do something good for both you and the environment, we would therefore ask you to choose your products carefully.
Which products can be returned?
Träumeland only accepts returns of items purchased via our online shop.
Products you have bought from another retailer cannot be returned to us. The same applies to products made specifically for the customer (e.g. made-to-measure mattresses). Adult mattresses that have already been used can only be returned within the 60-day trial period – this period applies only to adult mattresses and not to pillows, mattress toppers or the entire children’s and baby range (children’s mattresses, baby mattresses, teenage mattresses, sleeping-bags, etc.) and starts from the day of delivery.
Does your product have a technical or visual fault, or was the wrong item sent?
Please send us a photo or video to info@traeumeland.com. Our team will then get in touch with you straight away to sort everything out. You can also find further information in our Terms and Conditions. For technical defects that were already present at the time of purchase, the statutory 2-year warranty applies. If you wish to cancel your purchase within 14 days, please use our cancellation form.
Will you incur any costs when returning the goods?
If you are returning damaged or incorrectly delivered goods, this is free of charge for you. Returns made within the statutory 14-day period are free of charge for you (Träumeland will cover the costs). However, the initial delivery charges will not be refunded as part of the purchase price, but will be retained by Träumeland. If you return your adult mattress after more than 14 days (e.g. within the 60-day trial period, valid from the date of delivery), the costs for the return delivery (approx. €50 for collection by the courier) will be charged or retained.
Has our adult mattress not won you over after 60 days?
If you are not satisfied with your adult mattress during the trial period (60 days from the date of delivery), you can request a return by following these steps:
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Send us photos and the reason for your return to info@traeumeland.com
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We’ll send you all the necessary return details and arrange for the mattress to be collected directly from your home. The cost of the return (for undamaged goods) will not be covered and will be deducted from the refunded purchase price. (approx. €50 via a courier service)
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Once the mattress has arrived, we will inspect it in-house and, within up to 7 working days, you will be refunded the purchase price minus the return costs. (Return delivery costs are not refunded)
Your mattress does not need to be returned in its original packaging.
The following conditions apply to returns made within 60 days of receiving the adult mattress.
At Träumeland, we want you to be absolutely certain that your new mattress is the perfect fit for you. That’s why we offer you the chance to try out your mattress at home at your leisure for 60 days. To give your body enough time to get used to the new sleeping surface, we recommend using the mattress for at least 30 nights before you decide whether to return or exchange it.
In order for us to accept a mattress back during the trial period, it must be in a hygienically sound and well-maintained condition. Normal signs of wear and tear from trying out the mattress are, of course, not a problem. Please note, however, that we cannot issue a full refund for mattresses with obvious stains or damage.
Please use a fitted sheet or mattress protector throughout the entire trial period to prevent stains and signs of wear and tear. The mattress must not show any visible soiling, damage or other signs of wear and tear, and must have been used exclusively for private, non-commercial purposes. It should also have been placed on a suitable bed frame or slatted base providing adequate support.
The trial period does not apply to mattresses returned due to improper use, failure to use a fitted sheet, commercial use, or after the 60-day period has expired. Regardless of this, your statutory warranty rights remain unaffected, of course.
A full refund cannot be guaranteed in the event of:
- Tears or damage to the cover or mattress core
- severe or extensive soiling, such as from liquids, stains or discolouration
- excessive deformation indicating unnatural use
- A strong, unpleasant odour caused by pets or smoke
- Failure to use a fitted sheet or mattress protector during the trial period
Should any of these issues be present, we will contact you directly. In this case, we will have to retain a portion of the costs amounting to up to 50% of the purchase price to cover the associated expenses.
Within what timeframe can I now return goods?
Products such as the entire children’s range, mattress toppers or pillows must be returned to us or handed over immediately and, in any event, within fourteen days
at the latest. The deadline is met if you post the goods before the end of the fourteen-day period. For adult mattresses
, an extended returns period applies in the form of a 60-day guarantee from receipt of the goods
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You can return products such as mattress toppers or pillows to us within the statutory 14-day period; return postage is free of charge for you. However, the delivery charges will be deducted from the purchase price. Please use a returns label provided by our partner companies.
Returns from Austria:
click here for the Post Office
Returns from Germany:
Click here for the Post Office
Warranty & Guarantee
At Träumeland, you don’t just get a mattress – you get the peace of mind that comes with knowing you’re lying comfortably. All mattresses are covered by the statutory two-year warranty from the date of delivery – so if a material or manufacturing fault arises during this period, we will, of course, arrange for a replacement or repair. Normal wear and tear, stains or damage caused by improper use are excluded from this. We’ll do our best to rectify the fault as quickly as possible. Rectifying the fault extends the statutory warranty by a further year (up to a maximum of 3 years).
In addition, we’re offering you our 60-day trial period: you can test your mattress at your leisure during this time. If you realise during this period that it isn’t quite right for you after all, you can return it or exchange it. The only important thing is that you have used it with a mattress protector or fitted sheet and that it is clean, undamaged and in perfect hygienic condition. This 60-day trial period is a voluntary extra service and, of course, applies in addition to your statutory rights – because at Träumeland, we simply want you to be able to sleep well
Any questions?
Our customer service team will be happy to help. Whether it’s about dispatch, returns or delivery status, just drop us a line at info@traeumeland.com