Shipping & Returns

Our 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 51 53

Shipping Policies

What delivery options do you offer?

The default shipping option for all orders being shipped within Europe countries is ground transportation.

Depending on the shipping destination you will have various expedited shipping options available. Please note some destinations do not have a ground shipping option due to its location.

For all other destinations we offer an International Economy and/or International Priority shipping option depending on location.

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 51 53

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 51 53

How are shipping costs calculated?

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

Please note that all prices are VAT included.

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.

What are the mattress shipping costs?

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

For other countries of delivery, please contact our Customer Service for a quote.

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

Return Policy

What is your return policy?

The customer is entitled to a cooling-off period of fourteen (14) 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. Shipping cost for any returned items is the customer’s responsibility. Only the cost of the items will be refunded.

In case of a defective product, the customer will have to make a detailed written description of the defect.

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.

Are there any items that are non-returnable?

Beds, pillows and opened bedding are not accepted for returns or exchange. Used or laundered bedding, towels and robes are not returnable.

How can I return an item?

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.

Returned products must be sent back new, in their original packaging, accompanied by the invoice at the following address:

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 or call our customer service department Monday - Friday, 8:00 a.m. to 7:00 p.m. CET at +33 1 41 51 51 53(Europe).

International Shipping

What countries do you ship to?

We currently offer shipping to most International destinations.

What is the difference between your global sites?

Shop Marriott has regional websites in the United States and Europe (also serving the Middle East) to better serve our guests. The global sites are separate sites and are presented in several language and currency options. Product selections and sizes will also vary on the global sites.

DUTIES & TAXES

All duties and taxes are the responsibility of the recipient.
Please note that all our products are available in different currencies. Prices are converted from € using the exchange rate.