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.
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.
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, within 7 to 10 working days of confirmation of your order (2 to 4 days to France).
For other destinations, please contact our Customer Service department on +33 1 41 51 54 28.
How are shipping costs calculated?
Shipping costs are calculated based on the undiscounted total amount of your order before any taxes have been applied, except for Mattress & Box Spring Sets. Please note that all prices are listed in Euros.
|Min||Max||Zone 1||Zone 2||Zone 3||Zone 4|
|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:
|Austria, Belgium, Germany, Ireland, Netherlands, Luxembourg, Spain, United Kingdom.||€279|
|Hungary, Italy, Romania, Slovakia, Slovenia.||€799|
|Czech Republic, Croatia, Finland, Sweden.||€999|
|Greece, Estonia, Latvia.||€1,299|
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 your return policy?
Items are accepted for credit or exchange if returned in new/saleable condition within 14 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:
eCommerce Logistique chez SeD Logistique
Zone Industrielle de Moimont
1 Rue Jean Jaurès - Bâtiment C
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.