Frequently asked questions

The Swissôtel Customer Service department is ready to answer your questions, and listen to your suggestions and comments about our products, website and services.

We are available to answer your questions by phone, Monday to Friday from 8 am to 7 pm CET on +33 1 41 51 54 28.

  1. What are the bed delivery times?
  2. How are the items dispatched? What are the delivery times?
  3. What countries do you ship to?
  4. How are shipping costs calculated?
  5. What is the difference between your global sites?
  6. What is your return policy?
  7. Are there any items that are non-returnable?
  8. How can I return an item?
  9. Duties & Taxes

Questions About Orders

To place an order using the Swissôtel online store, simply add the items you wish to purchase to your shopping cart. You can use our product navigation or browse and search for items to add to your cart. Once you have added all the items you wish to order, begin the check out process by clicking on the Shopping Cart link near the top of the page, and click on the 'Checkout' button from the shopping cart. Or click the 'Checkout' button in the Shopping Cart summary drop down.

Shipping Policies

What are the bed delivery times?

The bed delivery times are approximately 5 to 8 weeks in Europe. For further information, please contact our Customer Service department on +33 1 41 51 54 28.

You will be contacted the week prior to the arrival of the carrier to your area between Monday and Friday to coordinate the delivery. You will be provided with a 4-5 hour window of availability.

How are the items dispatched? What are the delivery times?

In Europe, our products are dispatched via a carrier company or by post, on average within 10 working days of confirmation of your order.
For other destinations, please contact our Customer Service department on +33 1 41 51 54 28.

What countries do you ship to?

We currently offer shipping to most International destinations.

How are shipping costs calculated?

Shipping costs are calculated based on the total amount of your order, except for the Mattress & Base which have separate shipping costs associated with them:

MinMaxZone 1Zone 2Zone 3Zone 4
€1 €49.99 €9.95 €12.95 €14.95 €14.95
€50 €74.99 €13.95 €16.95 €18.95 €19.95
€75 €99.99 €17.95 €19.95 €21.95 €23.95
€100 €149.99 €23.95 €26.95 €28.95 €29.95
€150 €199.99 €27.95 €29.95 €31.95 €32.95
€200 €249.99 €29.95 €32.95 €34.95 €35.95
€250 €299.99 €31.95 €34.95 €36.95 €37.95
€300 €499.99 €33.95 €37.95 €39.95 €39.95
€500 €799.99 €35.95 €39.95 €44.95 €44.95
€800 €999.99 €39.95 €49.95 €54.95 €54.95
€1,000 €1,499.99 €49.95 €59.95 €64.95 €64.95
€1,500 €2,499.99 €59.95 €69.95 €74.95 €74.95
€2,500 €4,999.99 €79.95 €79.95 €84.95 €84.95
€5,000 €6,499.99 €99.95 €99.95 €99.95 €99.95
€7,500 €9,999.99 €124.95 €124.95 €124.95 €124.95
€10,000 and up €149.95 €149.95 €149.95 €149.95
Zone 1 France, Monaco.
Zone 2 Austria, Belgium, Germany, Italy, Ireland, Nothern Ireland, Luxembourg, Netherlands, Portugal, Spain, United Kingdom.
Zone 3 Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Latvia, Lithuania, Poland, Romania, Slovakia, Slovenia, Sweden.
Zone 4 Norway, Switzerland.

Charges may apply for deliveries to isles (e.g. Isle of Ré, Canary Islands, Balearic islands,...).

Additional surcharges may apply to remote areas. Customer service will contact you before delivery if additional surcharges will apply.


The bed and the mattress have a specific delivery costs depending on the delivery country, as indicated below:

Country Fees*
France, Monaco. €149
Austria, Belgium, Germany, Ireland, Netherlands, Luxembourg, Spain, United Kingdom. €279
Switzerland**. €449
Portugal. €599
Bulgaria. €699
Czech Republic, Hungary, Italy, Romania, Slovakia, Slovenia. €799
Denmark, Poland. €899
Croatia, Finland, Greece, Sweden. €999
Estonia, Latvia. €1,299
Norway**. €1,499

For other countries of delivery, please contact our Client Service at +33 1 41 51 54 28 for a quote.

* Delivery and Set-up fees
** All duties and taxes are the responsibility of the recipient and will be assessed upon delivery.

What is the difference between your global sites?

Swissôtel has locations in the United States & Europe to better serve our guests. The global sites are separate shopping sites. Product selections and sizes will vary on the global sites and are shown in local currency.

Return Policy

What is your return policy?

Items are accepted for credit or exchange if returned in new/saleable condition within 30 days of purchase. A refund or exchange will be made as requested by the purchaser. For your protection, credit card information used to make your purchase is not retained in our system. Please contact us with this information if a credit is due to your account.

Are there any items that are non-returnable?

Pillows and opened bedding are not accepted for returns or exchange. Used bedding is not returnable.

How can I return an item?

Please ship your returned item by insured, traceable mail. This service is offered by USPS, UPS, FedEx and other carriers. We will need to contact you for your credit card information if a credit or additional charge is required. Please include a note with your address and daytime phone number along with your instructions and a copy of your sales receipt or packing slip, and send to:

SWISSÔTEL AT HOME
KAY LARGO LOGISTICS
41 rue Ernest Mercier
77290 Compans
France

Duties & Taxes

All duties and taxes are the responsibility of the recipient and will be assessed upon delivery. Please note that all prices listed on this site are listed in Euros.