FAQ

Information about product and care

Information about shipping and payment

• How can I pay?

We offer these payment options: The most important credit cards, PayPal, purchase on account, direct debit, as well as payment by instalments (from a value of goods of approx. 100 Euro). All payments are handled by PayPal; all invoices, information etc. therefore come exclusively directly from PayPal (www.paypal.de). Further information can be found in our terms and conditions.

• Can I pay in several instalments?

We offer payment by instalments via PayPal. The installment purchase enables you to pay in equal amounts. The payment by installment purchase is made via PayPal. PayPal checks your creditworthiness. We ask for your understanding that we can neither influence the result of this check, nor the exact arrangement of the conditions. You can find further information at www.paypal.de.

• How much are the shipping costs?

Shipping within Germany is free of charge! Shipping to addresses outside Germany costs money, the exact costs per product are shown after entering the delivery address. More information about shipping can be found in our terms and conditions.

• How to confirm the order?

You will receive an order confirmation automatically and directly with your order by email. If you don't receive it, please check your spam folder - if you don't find anything there either, please contact us directly.

• How long does the delivery take?

We automatically generate a shipping label with DPD when the goods are shipped - typically within 24 hours on working days. The products are then made ready for shipment Monday to Thursday and handed over to DPD. DPD will bring the products to your nearest depot; from this time on DPD will provide you with a tracking link and you can follow the progress of the delivery. Until delivery within Germany this is normally 2-4 working days.

• Who supplies the products?

We ship our products with DPD. DPD will inform you by email with a tracking link, so that you can follow the status of the delivery online from the moment it arrives at their delivery depot.

• How is the mattress packed?

THE MATTRESS from WELTBETT® is specially compressed, if necessary folded and gently rolled, and sent by DPD in a package size of 110 x 40 x 40 cm. After unpacking, THE MATTRESS unfolds within a few minutes; you can sleep on it immediately afterwards. The mattress should no longer be compressed when necessary. In our tests it does not suffer any damage even after a few months, but when unfolded it will last for many years.

• How do I unpack THE MATTRESS?

Take the rolled mattress out of the box and put it on your bed. Please open the foil WITHOUT sharp or pointed objects such as a knife or scissors to avoid accidentally damaging the mattress. THE MATTRESS unfolds immediately and is ready for use within a few minutes.

• I have ordered several products. Are they delivered at the same time?

Although we hand over all products individually packaged to the shippers at the same time, we cannot control the delivery time exactly. A time offset is therefore quite possible, but is usually no more than one or two working days.

• Delivers WELTBETT® also abroad?

Yes, Weltbett delivers in many countries of the EU.

Information on exchange, returns and warranty

• How can I test 111 nights?

If, contrary to expectations, you are not satisfied with the WELTBETT® mattress, you can return it within 111 days. This is what we call an extended right of return. This is only valid for the cheapest maximum 2 mattresses of your order and only for private customers (NOT for commercial customers). A simple e-mail to info (at) weltbett.de is sufficient. We will arrange the collection by Hermes; Hermes will coordinate the collection date with you. The pickup from the German mainland is free of charge. The pickup from an island and from abroad costs 119,- €/piece by prepayment. You don't have to worry about anything and you don't have to pack the mattress again - we can't put the cover back into circulation anyway. You give up this right of return if you culpably prevent the collection twice (i.e. it is your fault that the collection does not work). After receipt of the mattress by us, we will refund the purchase price within the legal periods. From the moment the mattress is handed over to Hermes, the risk is with us. This supplementary right of return exists in any case in addition to the legal right of withdrawal. Warranty claims are completely unaffected by this.

• What is the withdrawal period?

For all products the legal right of withdrawal of 14 days applies. For the WELTBETT® mattress we also offer an extended 111-day right of return.

• What is the right of withdrawal?


Right of revocation for consumers:
Consumers are entitled to a right of revocation according to the following provision, whereby a consumer is any natural person who concludes a legal transaction for purposes which can predominantly be attributed neither to his commercial nor his self-employed professional activity: Cancellation policy

Right of withdrawal

You have the right to cancel this contract within fourteen days without giving reasons (for THE MATTRESS this is extended to 111 days). The cancellation period is fourteen (for THE MATTRESS 111) days from the day on which you or a third party designated by you, other than the carrier, have taken possession of the goods. To exercise the right of withdrawal, you must give us,

WELTBETT GmbH
Boschstr. 16
D-24568 Kaltenkirchen
Telefax +49-4191-997755


inform us by means of a clear statement (e.g. a letter, fax or e-mail sent by post) of your decision to withdraw from this contract. You may use the attached sample revocation form, but this is not mandatory.

Consequences of withdrawal

If you revoke this agreement, we shall refund to you all payments we have received from you, including delivery costs (with the exception of additional costs resulting from the fact that you have chosen a different type of delivery from the cheapest standard delivery offered by us), immediately and at the latest within fourteen days of the day on which we receive notification of the revocation of this agreement. For this repayment we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged for this repayment. We may refuse a refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier.

You must return or hand over the goods to us immediately and in any case within fourteen days at the latest from the day on which you inform us of the cancellation of this contract. This period shall be deemed to have been observed if you dispatch the goods before the expiry of the period of fourteen days. This period does not apply to THE MATTRESS as we will arrange for collection. To do so, we will contact you or a third party commissioned by us to arrange the date of collection. You can refuse two appointments or miss them by appointment before you have to take responsibility for the return. If this is the case - i.e. you refuse or miss two pick-up dates - you are then responsible for the return within a further 14 days and for the costs of the return.

We bear the direct costs of returning the goods. Please note that hygiene products (with the exception of mattresses, which are to be tested explicitly) may NOT be USED if you want to return them later; if you return used hygiene products or products marked with signs of use, you have to bear the costs of the return and a refund for such used products is NOT possible.

End of the cancellation policy

Sample revocation form

(If you want to cancel the contract, please fill out this form and send it back)

To :
WELTBETT GmbH
Boschstr. 16
D-24568 Kaltenkirchen


I/we (*) hereby revoke the contract concluded by me/us (*) for the purchase of the following goods (*)/the provision of the following service (*)



_____________________________________________________


Ordered on (*)/received on (*)


__________________

Name of the consumer(s)



_____________________________________________________
Address of the consumer(s)



_____________________________________________________
Signature of the consumer(s) (only for paper notification)



__________________
Date



__________________



(*) Delete as applicable.

• What is the guarantee?

The WELTBETT® mattress is of excellent quality and therefore offers you a 10-year guarantee on the mattress core and a 2-year guarantee on the cover. German law applies to this guarantee. The scope of the guarantee is limited to Germany. The legal warranty of a dealer remains unaffected. The warranty period begins from the date of delivery, please keep a proof of purchase (e.g. order confirmation or enclosed invoice) to claim the warranty..

• What is not covered by the guarantee?

Excluded from the guarantee are defects caused by improper use, e.g. cuts, cracks, notches, scratches and soiling caused by the customer after delivery. Accompanying and consequential damages are also not covered, e.g. damages resulting from incorrect assembly, handling or improper care. Zippers and carrying handles are also not covered by the warranty. The warranty is only valid for private use and IN suitable normal living spaces, so it does not apply if products are used outdoors or in a damp environment. Mould formation is excluded from the guarantee. The repair or replacement of a product that is the subject of a complaint does not extend the warranty period and does not constitute a new contract that triggers a new warranty period.

• How to claim the warranty

Please send us a simple email to info (at) weltbett.de and ideally include photos of the deficiency. We will then organize the free collection of the goods under reserve, inspect the rejected product and decide whether a warranty claim exists. If there is a warranty claim, we will either repair or replace the defective product at our discretion. If the product no longer exists, we will offer a comparable replacement. In this case, we will bear the costs for transport and repair as well as the return shipment. There is no claim for damages under this warranty, possible legal claims for damages remain unaffected. If the product complained about is not covered by the guarantee and it is recognizable with the necessary care that there is no case of guarantee, we charge 119,- Euro per distance incl. VAT. Independent of this, you still have the right to prove that the actual transport and valuation costs are lower.

• What happens to the mattresses after a return?

We organize the collection of the mattress by Hermes. All material that can be recycled is also reused. The rest is disposed of professionally. Used products are not put back into circulation by us.