Shipping
We ship globally and work with shipping partners at preferential rates and always offer the lowest shipping price available for each continent or destination.
- Casa Alessandro® – Free Worldwide Shipping on all orders, to your door. Express delivery upgrades are also available, see below.
- Basta® – Paid shipping applies on all orders. Rates are calculated at checkout and vary by destination and order size.
- Nomad Heat – Free Worldwide Shipping on all orders, to your door. Express delivery upgrades are also available, see below.
All countries are shipped on DDP (delivery duty paid) basis, so taxes and duties are included in the final price and you will receive the package at your door, you will not need to clear it from customs.
We strongly recommend following your shipment tracking online for the latest updates. This will keep you informed when your package arrives at your local post office or is out for delivery with the courier.
All items are carefully packaged in recyclable plastic or biodegradable materials to protect them from dirt, moisture, and punctures during transit.
Please inspect your package upon delivery and do not accept it if it shows signs of damage. If the package is refused, it will be returned to us, and we will manufacture and ship a replacement at no additional cost. Unfortunately, if you accept a damaged package, we will be unable to process a claim or provide compensation for any damage caused during transit.
For UAE: packages from foreign origin must be picked up in person from the central post office.
For deliveries outside the United States and Canada: We can also deliver to PO boxes, but please make sure your PO box can accept packages of this size, otherwise, your package may be returned.
For deliveries within the United States and Canada: U.S. Customs and Border Protection may occasionally place a shipment on hold if it is reviewed under U.S. anti-dumping/countervailing duty (AD/CVD) rules. In that case, FedEx and DHL may be unable to clear the shipment on their own bond and you (the recipient/importer of record) may be asked to work with FedEx/DHL or another customs broker to set up a customs bond and pay any required duties/taxes (cash deposits) to release the package. These requirements are set by U.S. authorities and are outside the control of both the sender and FedEx/DHL.
Free Shipping Conditions
Price: Free to any part of the world
Carrier:
For deliveries outside the United States and Canada: Bulgarian Post in cooperation with the national posts in your country, i.e. Parcel Force in the UK, Australia Post, etc. (recipient signature required upon delivery).
For deliveries within the United States and Canada: FedEx (recipient signature required upon delivery).
Transit times (approximate, not guaranteed):
USA mainland – 3-5 business days
USA (Hawaii, AK) – 3-5 business days
Canada – 3-5 business days
Africa – 3 weeks
Australia – 3 weeks
Asia – 3 weeks
South America – 3-4 weeks
European Union – 2 weeks
UK – 2 weeks
Express 3-day Shipping Conditions
Price: Please use the designated Express Delivery Upgrade listing in our shop or Send us a message for an estimation of the shipping cost.
Carrier: DHL
Terms of delivery:
Phone number is required to ship. Packages are delivered to your door and a signature is required to accept them.
Transit times (guaranteed):
Worldwide – 3-5 Business days
Track your delivery
We will send you a tracking number as soon as we dispatch your order. Please keep an eye on the tracking link using 17TRACK or here:
USA:
Fedex https://www.fedex.com/en-us/tracking.html
DHL https://www.dhl.com/us-en/home/tracking.html
Canada:
Fedex https://www.fedex.com/en-ca/tracking.html
DHL https://www.dhl.com/ca-en/home/tracking.html
Australia:
Australia Post https://auspost.com.au/
Fedex Express https://www.fedex.com/en-au/tracking.html
UK:
Royal Mail www.parcelforce.com
DHL https://www.dhl.com/gb-en/home/tracking.html
Status updates for Free and Priority shipping are only available once the package enters customs in your country.
Lost or Delayed Package
If a package is lost, we will send a replacement for free.
For all shipments to the United States and Canada: If your order has not been delivered within 5 business days after you receive your tracking number, please contact us.
For free shipping outside the United States and Canada: Please, contact us if your package has not entered your country in more than one month. We cannot speed up the delivery, but we can issue an official query to the post to try to locate the package.
Cancellation of your order
If you’d like to cancel your order or part of it, please contact us. We will be able to cancel the items we haven’t already started creating.
Returns and Refunds
- If you are not completely satisfied with your purchase or wish to return an item, please, contact us. Custom and used items are not returnable.
- Return address: Bulgaria, Sofia, bul. Simeonovsko shose 24, Postal Code: 1700
- If your item arrived as described and without manufacturing defects or mistakes (Different fabric was used, Wrong design was implemented, More than 5% deviation in length or width), you may request a return for a non-custom item within the first 2 weeks after delivery. Items must be shipped back within 30 days of delivery. Refunds exclude platform and payment fees, and thus can be up to 82% of the order value.
- If your item arrives with a manufacturing defect or mistake (Different fabric was used, Wrong design was implemented, More than 5% deviation in length or width), we will make and send a new item or issue a full refund for the affected item.
- If your item is not delivered due to an incomplete, illegible, or incorrect address, addressee not at address (unknown, moved, or deceased); Mail unclaimed or refused – the item can be re-shipped at your expense, issuing an invoice for the return shipping charge. If you do not wish to have a non-custom item resent, we may issue a partial refund, excluding platform and payment fees and return shipping, and thus refund can be up to 82% of the item value. Custom items are not eligible for a refund and can only be re-shipped.
- If your item is approved for return, please declare the value at under $15 otherwise customs taxes apply even though this is not a purchase but a return. If import fees are charged, they will be deducted from your refund amount. Returned items must be in their initial condition. Refunds are issued after we receive the items back and inspect them. Return charges are fully borne by the customer.
- European returns
European customers can use courier company DPD to return packages, including mattresses, at a very low price, usually around 30-40 euro. Request pick up from your door, details at www.dpd.com - For U.S. deliveries, if U.S. Customs classifies a shipment as subject to antidumping/countervailing duties (AD/CVD) and requires the importer to obtain a U.S. customs bond (often via a broker) and pay required duty deposits, any resulting customs holds, clearance delays, or additional charges are outside our and FedEx’s control and, once shipped, are not eligible for refund.
All refunds will be issued to the same card used to make the payment. Transfer can take up to 3 working days after issue of refund.
