Frequently Asked Questions
Are your materials ethically correct?
All materials have ethically correct origin. We take this responsibility very seriously.
- How can I wash the mattresses?
The cover is made of natural fibers: it is machine washable at 30° C
- What does 10-year warranty cover?
More than 24 months ordinary warranty, all FIB21 mattresses are guaranteed by a 10-year warranty against springs breaking.
- Where can I find the pricelist?
In order to have further information about prices and products, contact us by email (firstname.lastname@example.org).
ORDER - How can I track my order?
You can inquire about your order through email@example.com.
Why didn’t I receive an order confirmation?
When you place an order, you should receive a confirmation email within a few minutes.
If you didn’t receive the email, check in your email’s spam folder.
Even though you haven’t received an order confirmation, your order is supposed to be processed anyway.
Check again you inserted the correct email address.
If you can’t find the order confirmation, contact our customer service firstname.lastname@example.org.
Can I cancel my order?
We kindly ask you to contact our customer support email@example.com as soon as possible. If the order was shipped already, you would have to start the return process.
Return – How can I return an item?
Follow the instructions below. We will take care of the process.
1. Contact our customer support firstname.lastname@example.org. Request a return label.
2. 2. Customer support will verify the request and will send a return label in PDF format via email.
3. Wrap the items you want to return in their original packaging.
4. Apply the return label on the package. Label contains order number, return destination and track number.
Return costs, equal to 50 euros, will be deducted from original purchase price when the product arrives at our warehouse.
When we receive the package, we will refund (net of shipping and return costs) and will send you a notification via email.
How long can I return items after delivery?
You can return every item purchased in shop within 30 days from delivery date.
All products must be returned it the original state and packaging, with all the labels attached (unless they are defective).
Products must not be damaged, dirty, washed, altered or worn out and all labels and tags must be intact.
FIB21 reserves the right to determine the returned item state and decide regarding refund.
Shipping information: FIB21 delivers products by Macingo Technologies srl carrier.
Standard delivery: 10-15 working days (handcrafted product not available in stock).
What countries are you delivering to?
We currently deliver to the following countries:
For any question, comment or claim regarding purchase, contact our customer support via email email@example.com.
What payment methods do you accept?
– Bank transfer IBAN IT89J0831511700000000008557
Unfortunately, we can only accept the payment methods indicated above. If you try to pay with other methods, we decline any responsibility for possible economic loss or other damages.
If you place an order with credit card, the amount will be withdrawn from bank account after order and data check, then products will be arranged for delivery.
When will I get my refund?
We try to process refund within 5 days after the package reached our warehouse.
We will send you an email to inform you of the return arrival.
Refund will be credited on bank account within 5-10 working days from email arrival. Time depends on your bank or card issuer.