Shipping & returns

We ship orders of €139.90 and above free of charge within the EU. Below that, €4.95 to €6.95 applies depending on the delivery country. The final shipping costs depend on the delivery address and are shown to you at checkout.

Shipping to France: €15.95. Shipping to Spain: €19.95. Higher shipping costs may apply in certain regions – you will see the exact costs at checkout once you have entered your delivery address.

Shipping costs from €9; the exact amount is calculated automatically at checkout. Delivery is handled by Swiss Post and takes approx. 10–12 days.

As Switzerland is not part of the EU, customs duties also apply. We cannot state their amount in advance – they are charged directly to the recipient and must be paid before delivery.

For customers in the United Kingdom, Norway, Switzerland and other non-EU countries: shipments may be subject to customs duties, taxes and handling fees, which vary from country to country. These costs are not included in our prices and must be paid by the recipient before delivery. Please check with your local customs authorities in advance.

Within Germany and Austria we usually deliver in 2–5 working days; to the other EU countries normally also within 5 working days. Delivery to Switzerland takes approx. 10–12 days.

We ship with DHL, GLS and DPD. DHL deliveries are currently only available within Germany. In some countries the local postal service handles delivery, for example Swiss Post in Switzerland. You can track your shipment, redirect it or have it accepted by an authorised person.

We do our best to deliver all parcels within the stated delivery time. If that has not happened in your case, write to us at kundenservice@komfortkissen.de – we will check the status of your shipment.

Please have the damage documented directly with the delivery driver (for example on the proof of delivery) and, where possible, accept the parcel only with a note about the damage. If the shipment was delivered without a signature, or if you only notice the damage when opening it, send us photos of the packaging and the damage at kundenservice@komfortkissen.de. We will help you as quickly as possible and recommend that you also report the damage to the carrier.

If something has gone wrong with your delivery, please send us a photo at kundenservice@komfortkissen.de – we will find a solution as quickly as possible.

For deliveries to parcel forwarding services or third-party addresses in Germany, the shipment is considered delivered as soon as it has been delivered to the address given. From that point the customer bears the risk; liability for onward shipping or loss is excluded. A signed proof of delivery from the recipient is not issued in such cases.

In addition to your statutory right of withdrawal, you can try out the Premium Komfort Matratze, the Classic Komfort Matratze, the Premium Komfort Topper, the Dream Topper and the 2-in-1 Komfort Topper at home for 100 nights. The trial period ends 105 days after the goods are dispatched (100 nights plus up to 5 days of delivery time). If you are not satisfied, register the return within this period via Register a return or by e-mail to kundenservice@komfortkissen.de and send the product back. We refund the amount you paid to the payment method originally used. We deduct nothing for normal use during the trial period.

You bear the cost of the return (see “Costs of the return”). Your statutory rights, in particular the right of withdrawal and the statutory warranty, remain unaffected. Applies to orders placed from 24 January 2025.

You can withdraw from the contract for all items within 14 days of receipt without giving a reason – online via the link “Withdraw from contract” in the footer, by e-mail to kundenservice@komfortkissen.de or by letter. You will find a model withdrawal form here; using it is not mandatory. The full withdrawal policy applies.

For any loss in value resulting from handling of the goods that goes beyond inspecting them, we may demand compensation.

Register your return online: Register a return. You only need your order number and your e-mail address. Then you choose how you send it back: with our DPD return label (drop-off at a DPD Pickup parcel shop or collection by DPD) or yourself with a shipping service of your choice.

You only want to withdraw from the contract? You can do that via “Withdraw from contract”.

You bear the direct costs of the return. You have two options:

• Send it yourself: with a shipping service of your choice to the address given below. You bear the shipping costs yourself; we deduct nothing from your refund.
• DPD return label from us: We send you the label by e-mail. You drop the parcel off at a DPD Pickup parcel shop or DPD collects it from you. For the DPD return label we provide and the collection, we offset a flat fee of €12.00 against your refund – for drop-off at a DPD Pickup parcel shop as well as for collection by DPD.

If the goods are defective, were delivered damaged or we sent the wrong item, we bear the return costs in full. The same applies to the return of the original topper in the case of an exchange.

DPD collects mattresses from you with our label, or you send them back yourself with a shipping service of your choice; drop-off at a parcel shop is not possible for mattresses.

Return address:
UAB MKS Trade – KomfortKissen Retouren
Kareivinių g. 51B
20184 Ukmergė
Lithuania

Please enclose a note with your order number.

If you return a product that came with a free additional item (a “gift”), please send the gift back as well. If that is not possible, we may charge reasonable compensation for the loss in value of the gift.

If you withdraw from the contract, we refund all payments – including the standard shipping costs of the original delivery if you withdraw from the entire order – without undue delay and no later than 14 days from the day on which your withdrawal reached us, to the payment method originally used. We may withhold the refund until we have received the goods or you have provided proof that you have sent the goods back (e.g. by the first DPD scan), whichever is earlier.

For the 100-night sleep trial, we likewise refund the amount paid to the payment method originally used, as a rule within 14 days of receiving the goods.

For other goodwill returns after the withdrawal period has expired, the refund – only if you expressly choose this – may be issued as store credit; credit that has been issued can no longer be converted into a cash refund.

If you have not received your refund, write to us at kundenservice@komfortkissen.de.

We ask customers in the United Kingdom, Norway, Switzerland and other non-EU countries to organise returns themselves. Unfortunately we cannot cover shipping and customs costs.