Below is a list of common Frequently Asked Questions about our products and online shop.

Who makes the bed? How long does it take? How do I order?
Why is it special? Can I purchase it in a high street shop?

How do I place an order?

How do I use the Shopping Bag?

How are items dispatched? What delivery options do I have?

How is postage and packing calculated?

How do I complete my order?

Who is responsible for international duties and taxes?

What is your returns policy?

To place an order you must add the items you wish to purchase to your Shopping Bag. You can use our product navigation or search for items to add to your bag. Once you have added all the items you wish to order, you can begin the check out process by clicking on the Shopping Bag link near the top of the page and clicking on the 'check out' button from the Shopping Bag.

Check Out is a simple 3 step process.

Step 1: User Information
This is where you enter your invoice information, delivery information, communication preferences, select whether you would like to view your order status online and select your delivery options.

Step 2: Review Information and Payment Information
This is where you can review your order and make any changes. You will have the opportunity to edit your Shopping Bag, edit your invoice and/or delivery information, change your delivery options, enter a gift card message and enter your payment information.

Step 3: Order Confirmation
If your order was processed successfully, you will receive an order confirmation on screen. You will also receive an email confirmation of your order.

The Shopping Bag is where all the items you wish to purchase will be placed after you click on the 'add to bag' button on an item page. There are several actions you can perform on this page.

Updating quantities:
If you need to change the quantity for an item in your bag, select the number in the quantity text field and type in the new desired quantity. Click on the 'update bag' link to have your changes saved.

Removing items:
To remove an item you can either click on the 'delete' link for that item or you can change the quantity to zero (0) and press the 'update bag' link.

Checking Out:
Once you're ready to begin placing your order press the 'check out' button to begin the check out process. You will have a chance to edit your Shopping Bag before checking out again at Step Two of the check out process.

The default delivery option for all orders being dispatched within European countries*** is surface mail.
Depending on the delivery destination you will have various expedited delivery options available. Please note, some destinations do not have a surface mail option due to their location.

All other International Orders:
For all other destinations we offer an International Economy and/or International Priority delivery option, depending on location. Delivery times will vary depending on the destination.

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

Postage and packing is calculated based on the total amount of your order before any taxes have been applied, except for the Mattress & Box Spring** which have separate postage costs associated with them.

Please note that all prices listed on this site are in Euros.

Postage and Packing

*** Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, United Kingdom.

** Mattress & Box Spring: prices on request
Please call for detailed postage and packing costs for the mattress & box spring. Postage and packing for this item is additional and will vary based on delivery destination. The rates above do not reflect those for the mattress & box spring.

Please note that all prices listed on this site are in Euros including VAT, unless otherwise stated.

To complete your order you must go through the three-step check out process. At Step Two you will have the opportunity to review your order and make any necessary changes. You will then enter your payment information, using up to two credit cards to make your purchase, and press the 'complete order' button. Your credit card will be authorized and on authorization your order will be completed.

You will receive an on-screen order receipt and confirmation as well as an email confirmation.

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

Items are accepted for refund or exchange if returned in their original packaging in new/saleable condition within thirty (30) days of purchase. A refund or exchange will be made to the purchaser upon request.

For items being sent to our Returns department, please be sure to send your item by insured, traceable mail. This service is offered by UPS, FedEx, DHL, TNT and other carriers. Please include a copy of the invoice and a note with your address and daytime phone number together with your instructions and send to:

HOTELS AT HOME - SHOPMARRIOTT - 74, rue de la Belle Etoile - BP 52379 Paris Nord 2 - 95942 - ROISSY CDG CEDEX FRANCE

Please note that for bedding products, returns are subject to prior agreement with our customer service department.

For more information, please refer to our Standard Terms of Sale or contact us via email at: support.eu@shopmarriott.com or call our customer service department on +800 515 00 515 (toll free) or +33 1 41 51 51 53, Monday - Friday, 8:00 a.m. to 8:00 p.m. CET:

1800 936 113 (Ireland toll free), 0808 238 9747 (UK toll free), 0800 588 8381 (Germany toll free), 0805 100 833 (France toll free), +800 515 00 515 (Europe toll free) +33 1 41 51 51 53 (Europe direct).

The General Sales Conditions hereunder govern the whole relations between the company « Hotels At Home », registered with the Trade office of Pontoise, 477 579 874 at the following address - 74, rue de la Belle Etoile BP 52379 Paris Nord 2 95942 – Roissy CDG Cedex France, hereafter called « Hotels At Home » and customers or people wishing to carry out a purchase either directly on our Internet site or by the means of our catalogue, thereafter referred to as « The Customer ». These conditions apply on an exclusive basis to individuals (no organisations or companies). All relations will be exclusively run by this contract, except any condition beforehandavailable. « Hotels At Home » reserves the right to modify these conditions at any time. Placing an order implies acceptance of these General Sales Conditions by The Customer.

1 - SUBJECT - The present conditions aim is to define the mutual obligations of both sides within the framework of the sale of products offered by Hotels At Home to its Customer.

2 - ORDER - The Customer is entitled to place an order either directly on the Internet site, or by telephone to an attached representative of our customer service using the references listed in our catalogue. Any order implies the general acceptance of the prices, conditions and specification of the products. The Customer acknowledges accepting expressly the present General Sales Conditions prior to the validation of his order. Hotels At Home reserves the right to decline or cancel any order related to a dispute with a customer concerning the payment of a previous order. The registered data kept by Hotels At Home at the time of the order constitute an evidence for all existing proceedings between Hotels At Home and The Customer. The Customer also acknowledges accepting expressly UPS General Shipping Conditions, prior to the validation of his order. UPS General Shipping Conditions are available upon request or at www.ups.com

3 - PRICES AND PAYMENT - The prices mentioned on our Internet site and our catalogue are listed in Euros, all tax included, except delivery charges, implying French VAT with the normal rate. Any change of rate could be adjusted and added on the price of the products at the time of the ordering. For all products dispatched out of the European Union, the price will be calculated without tax. Customs duties, local taxes, import licence or Government taxes are likely to be demanded. These rights and sums are at the Customer’s total expense as regards declarations as for the payments to the authorities and/or qualified organizations in the country. The orders are payable in Euros by credit card payment: VISA, MASTERCARD or AMERICAN EXPRESS. The Customer will be debited with an amount on his bank account the day of the process of the order and at the latest the day of forwarding the products. Hotels At Home reserves the right to modify the prices at any time without notice. The products remain the property of Hotels At Home till the full payment of the goods by the Customer.

4 - AVAILABILITY - Our offer concerning products and prices is valid within availability from stock. Regarding the products which are not stored in our warehouses, our offers remain valid according to availability of goods in our supplier’s warehouses. Failure to availability of product, Hotels At Home has the duty to inform the Customer immediately after he acquainted with unavailability of a product. Hotels At Home reserves however the possibility of splitting the delivery of an order in case of temporary unavailability of an ordered product. In case a product is no more available after placing an order, Hotels At Home will credit the Customer credit card once he will be informed of the situation, in case of debit on his credit card.

5 - DELIVERY - The products are shipped to the delivery address provided by the Customer when ordering. The delivery is carried out within approximately ten (10) to twenty (20) working days. These are usual average lead times and match to the lead time of the process of an order and also with the delivery of products in the European Union countries. Delivery charges are not included and will be specified to the Customer at the time of his order. For any delivery out of the European Union, the lead time and forwarding costs could vary according to the destinations. In case of possibility to deliver items at different dates because of their availability, delivery charges will be registered only once for a single shipment. Shipments are carried out by a forwarding agent. Hotels At Home could not be held responsible for the consequences due to a delay concerning shipment. The Customer must notify to the carrier and Hotels At Home, all issues concerning the delivery (for example: damaged parcel, already opened...) in the following three (3) days upon receipt of the product.

6 - RIGHT OF RETRACTATION AND REFUNDING – The customer is entitled to a cooling-off period of thirty (30) whole days from the date of delivery in which to return a product for exchange or refund with no penalties. All claims mentioned after this lead will not be accepted. Returns of any products must be agreed in advance with Hotels At Home. Any damaged, unpacked, dirtied items or returned incomplete are not exchangeable or returnable.The customer is informed that the beds (mattress and base ensemble) are made to order and are not exchangeable or returnable. Shipping cost for any returned items is the customer’s responsability. Only the cost of the items will be refunded. Returned products must be sent back new, in their original packaging, accompanied by the invoice at the following address : Hotels At Home 74, rue de la Belle Etoile BP 52379 Paris Nord 2 95942 – Roissy CDG Cedex France. In case of a defective product, the customer will have to make a detailed written description of the defect and send the item back to the address mentioned above. After reception and verification, Hotels At Home will proceed to the exchange or the refund of the item according to the customer’s choice. In this case, the shipping fee of the returned item will be refunded to the customer on the base of the initial shipping fee. The refund will be directly made on the customer’s credit card within a delay inferior or equal to 15 business days after the reception of the item by Hotels At Home. Concerning the bed (Mattress and Base ensemble), the customer is informed that he must check the mattress and the base before signing the packing slip. In case of damage that may have occurred during delivery, the customer must refuse the entire delivery (Mattress and Base ensemble), or it will not be possible neither to take the bed back nor to exchange it.

7 - RESPONSIBILITIES - The offered products are in conformity with the European legislation. The responsibility for Hotels At Home could not be committed in the event of no respect of the legislation of a country out of the European Union where the products are delivered. It is up to the Customer to check with the local authorities the import possibilities or use of the product which are ordered. The photographs of the products presented on our Internet site and our catalogue are no contractual. Hotels At Home could not be held responsible for the no execution of the contract in the event of flood, fire, of disturbance or all-out strike or partial, in particular of the services of carrier and/or communication.

8 - DATA PROTECTION - The information communicated by the Customer allows Hotels At Home to process and carry out its order. Hotels At Home processes all these data with the greatest confidentiality. In accordance with the "Computer French law and liberties" n°78-17 of January 6, 1978, the Customer is in a position to access and amend data relating to it and can exert this right sending a mail to Hotels At Home 74, rue de la Belle Etoile BP 52379 Paris Nord 2 95942 – Roissy CDG Cedex France.

9 - APPLICABLE DUTY – LITIGATIONS - The present conditions are subjected to French law. In the event of litigation and in the absence of friendly agreement between the parts, the French courts will be only qualified.