Shipping Information

We will ship your order within Germany to your home free of charge.

Shipping

Your Grafenfels mattress will be shipped to you by parcel post, usually with DHL. If you are not able to accept delivery in person, you will receive a collection form from DHL. Your goods will be stored at your local DHL office for a maximum of seven working days. You can pick up your package there by presenting a valid personal ID card or you can authorize a third party in writing to pick it up for you. After seven days, the package will be returned to Grafenfels.

Tracking Your Order

After your order has been picked up by parcel post, you will receive a confirmation of shipment email with your personal package tracking code of your order from us. With this code, you can (for example, under www.dhl.de) find out the current status of your shipment and where your package is at the moment. If your package has not arrived within one week of receiving shipment confirmation, and has also not been delivered to your neighbor, please contact us. We will then make an enquiry as to the status of your package and request tracking if necessary.

Returns

With Grafenfels, you have the right to return your item within 100 days. Explicit details about returns and shipping can be found under our Returns Policy. If you would like to return your mattress, please contact our customer service under hallo@grafenfels.de. We will then instruct a forwarding agent to pick up the mattress. We ask you to please understand that this could take a few days in some cases.