The ibis Store Customer Service department is ready to answer your questions, and listen to your suggestions and comments about our product and our website. We are available to answer your questions by phone, Monday to Friday from 8:00am to 7:00pm CET on +33 1 41 51 54 25, or by email at customer.service@ibisstore.com

• What components make up the ibis bed?
• What are the delivery times?
• What are shipping costs?
• Is the ibis bed a multinational standard?
• Who is responsible for duties and local tax?
• What is the returns policy?
• Secure payments
• Payment by Cheque
• What are your General Sales Conditions?
• What product care advice do you offer?

What components make up the ibis bed?

The made to order European ibis bed is compound of 1 mattress, 2 bases and 8 legs for King and Queen sizes (6 legs for the UK ibis bed). The ibis bed 100x200 cm and 140x200 cm are compound of 1 base and 4 legs.
The bed carries a warranty for defects in workmanship only. This coverage is for a full 5 years. The topper carries a one year warranty.

Bed base
Base height: 15 cm, feet: 25 cm.
The bed base and flexi-slats are designed to provide unequaled cushioned support up to 500 kg.

Mattress
Mattress height: 15 cm
This multi-zone, multi-density mattress is composed of a high-resistance foam with a targeted cell construction that allows it to spring back, night after night.
The mattress cover is of a newly designed 3-D honeycomb fabric that is soft to the touch and ensures absolute hygiene and ideal ventilation.

The United Kingdom mattress’s inner core is composed of pocket springs with foam side encapsulation that ensures a perfect comfort, night after night. It is covered of a Soft Touch quilt that ensures absolute hygiene and ideal ventilation.

Topper
Topper height: 7 cm
The ibis topper offers supreme support and protects the mattress. As effectively well-designed as the mattress, it is your invitation to experience sublime comfort.
The delivery times are approximately 2 to 3 weeks (excluding bed).

What are the delivery times?

The ibis Bed

The bed is manufactured exclusively for ibis and is available for purchase through the ibis store.
The delivery times are approximately 6 to 8 weeks. For further information, please contact our Customer Service department on +33 1 41 51 54 25, or by email at customer.service@ibisstore.com.
You will be contacted the week prior to the arrival of the carrier to your area between Monday and Friday to coordinate the delivery. You will be provided with a 3-5 hour window of availability.

The ibis Items:
The default shipping option for all orders being shipped within Europe countries is ground transportation. Depending on the shipping destination you will have various expedited shipping options available. Please note that some destinations do not have a ground shipping option due to their location.


Delivery times will vary based on your area. Beds take approximately 6 to 8 weeks. All in-stock items are delivered within and 7-10 business days (2-4 days to France).

What are shipping costs?

The ibis Bed

Europe – outside of United Kingdom:

United Kingdom:
Delivery fees of £180 for the following Counties of England: Bedfordshire, Berkshire, Buckinghamshire, Essex, Hampshire, Hertfordshire, Kent, Greater London, Middlesex, Oxfordshire, Surrey, Sussex.
Delivery fees of other Counties are available on quotation.
For further information, please contact our Customer Service department on +33 1 41 51 54 25, or by email at customer.service@ibisstore.com

Bedding and accessories
Shipping costs are calculated based on the undiscounted total amount of your order before any taxes have been applied, except for Mattress & Box Spring Sets.
Please note that all prices are listed in Euros.

Charges may apply for deliveries to isles (e.g. Isle of Ré, Canary Islands, Balearic islands,...).

Additional surcharges may apply to remote areas. Customer service will contact you before delivery if additional surcharges will apply.

Is the ibis bed a multinational standard ?

There is only 1 ibis standard.
The bed we offer for delivery in Great Britain (excluding Scotland) is the one you discovered in our hotels in Britain.

The bed we offer for delivery in continental Europe is the one you discovered in our hotels across that region.

Who is responsible for duties and local tax?

For deliveries outside the European Union, customs duties, local taxes, importation duties and state taxes may be applicable. These taxes and duties will be charged to you and are fully your responsibility.

What is the returns policy?

The retraction period is fourteen (14) days, from the day after receipt of the item. Items are accepted for refund or exchange if returned in their original packaging in new/saleable condition within thirty (30) days from the day after receipt of the item.
Items must be sent in their original packaging accompanied with a duplicate of the invoice. Please note that our Customer Service should be informed before products are returned. Returns are to be sent to the address below:

IBISSTORE
eCommerce Logistique
ZAE du Bac des Aubins
Rue de la Tourniole
Bâtiment 2, cellule H
95820 Bruyères-sur-Oise
FRANCE

Secure payments

For data collected online, we use the SSL (Secure Socket Layer) protocol, which guarantees a high level of protection. This means that online transactions and payments made on www.ibisstore.com are totally secure.
When you complete your order, and enter your bank card details, the authorisation request is automatically transmitted in encrypted mode.
All transmitted information is coded, and the confidentiality and security of your transactions is guaranteed.
Your bank card number is encrypted. You can therefore shop online safely.
Any information you provide us with will be treated in a confidential manner. This is an integral part of our personal data protection policy.

Payment by Cheque

If you wish to pay for your order by cheque, please send your payment to:

HOTELS AT HOME
IBISSTORE
163 RUE DE LA BELLE ETOILE
BUSINESS PARK PARIS NORD 2 - BÂT 6B
95700 ROISSY EN FRANCE, FRANCE

Please write your cheque out to: HOTELS AT HOME, indicating the order number on the back of the cheque.

What are your General Sales Conditions?

You can view our general sales conditions by clicking here.

What product care advice do you offer?

To make sure you always enjoy a happy sleep with your ibis bed, we suggest you follow these recommendations.
Air your bedroom and open the windows to help keep bedding fresh and comfortable.

The topper:
We recommend treating stains by hand. To protect the topper's technical characteristics, never machine wash it. We also strongly recommend the use of a mattress protector for further protection.

The mattress and its 3D fabric:
We recommend removing surface soiling and treating stains as quickly as possible. For spot cleaning, use a cloth or absorbent paper to blot the affected area. Next, spray with a carpet cleaner and let it set. Finally, blot the treated area. Repeat if necessary.
To keep the filler evenly distributed, we recommend you vigorously pat the mattress on a regular basis.

The bed base and its 3D fabric:
See care instructions for the mattress and fabric above.

The ibis Duvet and Pillow:
Wash at 40°C max. Do not bleach. Do not dry-clean. Use a well-filled drum starting at low speed. Do not use solvents.