How the On-Time Guarantee works
- 7 days of made-to-order production, Made in Italy
- 1–5 days delivery by tracked express courier
- 1% per day refunded from day 11 after payment, up to 20%
- From day 31 order cancelled and full refund
The video starts muted: tap the volume icon to listen.
On-Time Guarantee
Our commitment
We produce and ship within 7 working days of your order. If for any reason we exceed that, the On-Time Guarantee kicks in: a refund that accrues automatically and keeps growing, with no need to request it.
How it works
Days are counted from the order payment date and are always calendar days.
- Days 1-10: within our 7-working-day production and shipping promise, plus a tolerance margin. No action needed.
- From day 11: you accrue a refund of 1% of the order value for each day of delay.
- Up to a maximum of 20%, reached on day 30.
- After day 30: if the order has not yet been shipped, it is cancelled and refunded in full, because at that point the mattress will no longer be produced or shipped.
Refund timing
If the order is delivered, the accrued refund is paid within 15 days of delivery. If the order is cancelled because day 30 has passed, the full refund is paid within 15 days of cancellation.
Examples
On a €1,000 order:
| Day after payment | Status | Refund accrued |
|---|---|---|
| Day 10 | Still on time | None |
| Day 15 | 5% delay | €50 |
| Day 20 | 10% delay | €100 |
| Day 25 | 15% delay | €150 |
| Day 30 | 20% delay (maximum) | €200 |
| Day 35 | Order cancelled | €1,000 (full refund) |
Frequently asked questions
Do I need to do anything to get the refund?
No. The refund accrues automatically based on the days elapsed since payment: you don't need to submit any request.
What amount is the percentage calculated on?
On the total amount paid for the order.
What happens if my order is cancelled?
If the delay exceeds 30 days from payment and the order has not yet been shipped, we cancel it and refund the full amount within 15 days of cancellation.
Does the On-Time Guarantee apply to all products?
Yes, it applies to all made-to-order purchases that follow our production and shipping within 7 working days.