Frequently Asked Questions

To place an order, register or enter the online store as a guest and accept the Terms and Conditions. Select the products, checkout and choose one of the available payment methods. Once the order has been confirmed, you will receive a validation email. Payment must be completed within 24 hours, and the invoice will be sent later.

Any customer is authorized to cancel the order within a maximum period of 14 days after the delivery date of the order, under the terms of the right of free resolution (Decree-Law no. 24/2014, of February 14).

Matt Sleep guarantees that your order will be sent correctly and on time, but cannot be held responsible for any delays caused by the carrier.

The estimated delivery time for the order varies between 2 to 15 working days after payment confirmation, with the transportation being the sole responsibility of the carrier.

Order tracking

• The customer can follow the transportation of the order via the tracking link of the carrier responsible for sending it.
• Once payment for the order has been confirmed, a link will be sent to the customer by email, allowing them to track the order. From here, the customer can follow the entire process, from the Matt Sleep factory to delivery of the order to the address previously indicated by the customer.
• If the customer is not available when the order is delivered, it is their sole responsibility to contact the carrier and arrange a new delivery date.
• The carrier's contact details can be found on the attempted delivery notice left in the customer's mailbox.

To ensure the return or exchange of your order is accepted, it is essential that the following rules are respected:

• The product must be sealed in its original packaging.
• If the product box does not have a seal, you should keep the product's seal or any other protection intact.
• You must ensure that, along with the product, any components such as samples, gifts, and instructions are included, and that the original shipping conditions are respected.
• Keep the invoice, as a copy of it must accompany the return of the product.

After order confirmation, the maximum period for sending the product(s) to our address, along with a copy of the invoice, is 7 working days. If the above conditions are met, the order amount will be refunded within a maximum of 30 days. In the case of product exchanges, the cost of shipping the replacement product(s) is the responsibility of the customer.

All products sold by Matt Sleep come with a 3-year conformity warranty, starting from the delivery and assembly date. This warranty covers any manufacturing defects or non-conformities of the products.

For any additional questions or post-sales assistance, customers can contact Matt Sleep through the following channels:

• Telephone: 910 702 220 (Call to national mobile network) or 256 935 527 (Call to national fixed network).
• WhatsApp: Available for direct contact.
• Email via: info@matt-sleep.com

The Customer Service team is available to answer questions and help with any issues related to the products sold.

Matt Sleep is committed to resolving any complaints quickly and effectively. Customers can submit their complaints through the Complaint Portal or directly through the contacts provided by the company. Our Customer Service team is available to analyze each case and find appropriate solutions to ensure customer satisfaction.