Frequently Asked Questions
Frequently asked questions, before and after buying a mattress
Below you will find answers to questions that previous customers had. We have tried to answer them all and organize them logically according to the purchase process. If you do not find the answer to your question or if we are not sufficiently clear, go to the contact page (link here to the contact page) and ask your question. We love to help, especially our customers.
Can I buy today and receive my purchase at a later date than usual?
Yes. We allow you to buy today -if you want to benefit from a special price or promotion- and receive your purchase at a later date than usual. We reserve your purchase.
What payment methods can I use on muellesensacados.es?
You can see them at this link. https://muellesensacados.es/condiciones-de-compra/
What happens if I buy a mattress today and the price drops afterward?
If you need your mattress now… and fear that soon, due to sales, Black Friday… the price will drop, don’t worry! Because at muellesensacados.es we commit to refunding the difference in euros if you buy and the price drops within the following month.
Is payment safe on muellesensacados.es?
muellesensacados.es belongs to the Ventura Group, a furniture distribution group that was founded in 1968 and today represents more than 150 points of sale throughout Spain. In all these years of work, we have not missed any payments and have faithfully responded to our commitments.
As it is normal for many people not to know us, we have made efforts to create a secure online sales system, in the connections, in the protection of your data as users or buyers, and during the payment processes, carrying them out in secure environments HTTPS:// and with padlocks.
To be thorough in complying with the law, Prodat Consulting, a specialist in data protection, audits our management in these requirements. All of this is well detailed in our Privacy Policy.
How do I know they have received my money?
A purchase is only valid when its payment is confirmed. To confirm the charge, you will receive an email or a phone call. We will immediately begin processing the shipment of the goods.
Payments by transfer may become visible in our account 48 hours after being made. If you choose this payment method and send us the proof, we can expedite the shipping of your purchase.
Will I receive an invoice for my purchase?
If you want to, yes. You can request it in the shopping cart or afterwards, if you forgot to do it.
The invoice is a fiscal proof of purchase and will give you the right -if applicable- to the corresponding VAT deduction.
The invoice is not necessary to make an exchange or a return.
Can the delivery address and the billing address be different?
Yes. In the shopping cart, you can provide us with a delivery address and a completely different billing address.
Where do you ship to?
We ship to any point on the mainland, to the Balearic Islands, Canary Islands, Ceuta, and Melilla.
Will they bring the mattress to my house? Will they install it in my room?
The vast majority of our orders are installed in the room that the customer requires. In some destinations (Formentera, Ceuta, and Melilla), we will leave your purchase at the door of your building.
For your information, we must tell you that pocket spring mattresses, which are not rolled and wider than 160 cm, may not be able to be carried up the stairs of your building or may not fit into your room.
Make sure of that. Check if you are interested in buying your mattress in the "twins" option (visually one mattress, structurally two), which can be introduced into any home.
Logistics companies are prohibited from using pulleys or similar mechanisms to lift goods up the exteriors or facades of homes in order to bring them in through the terrace. If accessing the room where the purchase will be installed requires the hiring of a crane or elevator, it is necessary to reserve a space on the public road or even temporarily cut off traffic; we can inform you on how to do this so you can hire it or even hire it for you. As you will understand, all these additional costs to the delivery are the responsibility of the customer.
Do I have to pay for shipping costs?
muellesensacados.es offers free shipping and installation of your purchase to your home if you reside anywhere in mainland Spain.
In the islands of Palma de Mallorca, Gran Canaria, and Tenerife, the shipping and installation costs are 30 euros per mattress.
In the smaller Canary Islands, Menorca, Ibiza, and Formentera, the shipping and installation costs are 50 euros per mattress.
In Ceuta and Melilla, the unit cost of shipping and installation is 60 euros.
How long will it take to receive my order?
We always do our best to ensure that, while taking care in handling your purchase, it arrives at your home as soon as possible.
You can learn more about the deadlines at this link.
Will they call me before delivering my order?
If your delivery is made by a specialized logistics company, they will contact you to agree on a day and time slot.
If your delivery is made by a courier company, they will send you an SMS to your mobile phone, notifying you on the same day of the delivery with advance notice.
If they visit your home and you are not there, don't worry, they will try again.
Can someone else receive the purchase who is not the order holder?
Anyone can receive the order, as long as it is done at the exact address listed in the delivery address of the order. The logistics company may request ID and a signature from the recipient.
Will they take my old mattress?
Yes. But you will need to choose this option in the shopping cart. It costs 10 euros per mattress removed, and we can take as many as you want. All products we remove are deposited in an ecological landfill, at a green point.
This option is not available in Formentera, Canary Islands, Ceuta, or Melilla.
What should I do when I receive my order?
Upon receipt of the goods, it is important to ensure that the items have arrived in good condition. You have 24 hours to report any anomalies caused by the transportation of the goods with guarantees.
Upon receiving the order, if you notice any issues with the packaging or anomalies in the unpacked product, please document it in writing on the delivery note provided by the carrier for you to sign.
We recommend keeping the original packaging of the product, in case you want to return it later.
What maintenance should I give to my mattress?
All these tips will be very helpful in keeping your mattress in perfect condition throughout its useful life, approximately 10 years:
•use it lying down or sitting, do not stand on it,
•use it with bed protectors or mattress covers, to avoid transferring dust and moisture to it,
•make the recommended turns and/or flips as indicated in the product sheet, so that it wears evenly,
•and support it on a slatted base or rigid base (bed base or upholstered base), as appropriate.
What warranty does my mattress have?
Items purchased on this website will have a minimum warranty of 2 years from the date of delivery of the item. Keep the proof of payment, as it is the document that ensures the satisfaction of that warranty (exchanges, returns…).
What if I don’t like the mattress when I try it, and I’m not convinced?
If you try the product and don’t like it, you can return it. Other companies offer 14 days, but if purchased at muellesensacados.es you will have a period of 100 calendar days from the date of receipt of your order to return it.
The refund in euros for the return of your purchase will be made using the same payment method you used, and within a maximum period of 7 days from the date the product has been reviewed.
The return will incur a reverse logistics cost of 50 euros. If the mattress to be returned was delivered outside the peninsula or extraordinary expenses were required for its delivery, the collection costs will be estimated.
In any case, the customer can return it at their own expense, being responsible for the transportation of the goods. If the item is received in poor condition, it will be ZIA6 S.L.U. (muellesensacados.es) who decides the final amount to be refunded to the customer.
Can I return any mattress?
Special size products (outside the manufacturer's rate) will not be eligible for exchange or return, except for those with manufacturing defects.
A special size mattress cannot be returned. You can read this information on the product sheet and in the order details.