Help & Contact

You can reach our customer service via:

Telephone

• 030 588 49171
• Availability: Monday to Friday from 09:00 to 15:00
• Outside of telephone consultation hours, you can usually leave us a message and we will get back to you as soon as possible.
• Alternatively, you can fill out our callback form and we will get back to you by phone.

E-mail or contact form

• You can reach us by e-mail at support@snoozeproject.com or via one of our contact forms.
• We usually get back to you within approx. 24 hours on weekdays, often after just a few hours.

Chat or SMS

• If available, you can reach us via chat or by SMS to 0157 3598 3093
• Here too, we usually get back to you within approx. 24 hours on weekdays, often after just a few hours

We have received multiple awards for our service. In 2020 and 2022, for example, we won the DISQ service study of online mattress manufacturers commissioned by the news channel ntv for the second time in a row and were awarded 1st place.

You can find all product instructions here: Instructions

No problem! We'll be happy to help you. Simply get in touch with our customer service team or leave us a message. We have in-house customer support and will get back to you within 24 hours on weekdays. We'll try to find a solution together.

You can reach our customer service via:

Telephone

• 030 588 49171
• Availability: Monday to Friday from 09:00 to 15:00
• Outside of telephone consultation hours, you can usually leave us a message and we will get back to you as soon as possible.
• Alternatively, you can fill out our callback form and we will get back to you by phone.

E-mail or contact form

• You can reach us by e-mail at support@snoozeproject.com or via one of our contact forms.
• We usually get back to you within approx. 24 hours on weekdays, often after just a few hours.

Chat or SMS

• If available, you can reach us by chat or by SMS on 0157 3598 3093.
• Here too, we usually get back to you within around 24 hours on weekdays, often after just a few hours.

No problem, get in touch with our customer service team and together we will find the right product for you. We not only have a large selection of sizes, but also many other customization options.

No, the Snooze Project products should be tested as you would normally use them: without foil.

Of course, you must remove the foil and packaging from the products in order to test them properly. You do not need to keep the packaging and foil for any return shipment.

We offer a large selection of made-to-measure products. Take a look in our online store at made-to-measure mattresses or made-to-measure toppers to see if you can find a suitable product for you. It is also possible to produce a product according to a sketch you have created. Please contact our customer service for this.

Simply select your desired products in the desired size, add them to the shopping cart and then go to the checkout. There you can choose from the payment methods on offer and place your order.

If you need help or are experiencing challenges with your order, please contact our customer service team. We will be happy to help you.

If you would like to change your order, please use our contact form or email our customer service team at support@snoozeproject.com. Alternatively, you can also call us during our business hours. Our customer service team will be happy to help you.

If you would like to cancel your order, please use our contact form or send an email to our customer service team at support@snoozeproject.com. Alternatively, you can also call us during our business hours. Our customer service team will be happy to help you.

If your order has already been produced and shipped, we are unfortunately unable to cancel it. However, you can refuse to accept your order when it is delivered by our parcel service. In this case, an automatic return will be initiated and the refund will be triggered as soon as the parcel has arrived back with us.

Please contact our customer service in the event of refusal of acceptance so that they can take up the matter. You are also welcome to contact our customer service team after refusing to accept the order and inform us of this. This will allow us to initiate the refund earlier.

Shipping is free of charge for you within Germany and Austria. You can therefore order your products from our online store with no shipping costs. You will always see the shipping costs in the last step of your order. But don't worry: shipping is free of charge in Germany and Austria. Shipping costs may only be incurred in other countries. These are displayed in the shopping cart.

We deliver most products within approx. 1 to 3 working days. For special products and products made to measure, the delivery time is approx. 2 to 10 working days. The estimated delivery time is usually also displayed with the product and in the order process. However, if you have any questions about shipping or delivery times, please contact our customer service team.

Our products are shipped in the most compact packaging possible and delivered to your doorstep. You will be informed of the shipment status online. Depending on the number of products, you will receive one or more consignments and therefore one or more consignment numbers. You can then use these consignment numbers to check the status with the shipping service provider and coordinate your order accordingly. If you need help with this, please contact our customer service team.

If several products are part of your order, these are sometimes shipped separately. You will then usually receive several consignment numbers. You can then use these consignment numbers to check the status with the shipping service provider and coordinate your order accordingly. If you need help with this, please contact our customer service team.

We work with Deutsche Post, DHL, DPD and GLS, among others. For heavier products or in certain or necessary cases, the order will be delivered by a forwarding agent.

If you would like to know the status of your order, you can find out where your order is with the shipment tracking function. You will receive information about your shipment and the corresponding shipment number by email. You can use these to check the status of the delivery with the relevant shipping service provider. If you have not yet received a tracking number, your order is still being prepared for dispatch. Please note that if several items are part of your order, they may be sent separately and have different consignment numbers. If you have any further questions, please contact our customer service team.

We are 100% convinced of the quality of our materials. That's why we offer you a long guarantee on the dimensional stability and core of our products. Without prejudice to your statutory rights, we therefore offer customers who are consumers an additional guarantee.

Mattresses

• Enno Premium multi-foam mattress: 10 years
• Jonte comfort foam mattress: 10 years
• Family bed mattress: 10 years

Topper

• Ava visco foam topper: 10 years
• Loris cold foam topper: 10 years
• Family bed topper: 10 years

Mattresses made to measure

• Made-to-measure mattress in the Premium version: 10 years

Topper made to measure

• Made-to-measure topper in the cold foam version: 10 years
• Custom-made topper in the Visco version: 10 years

The statutory warranty period of 2 years from the date of delivery applies to all products not listed.

Because we are committed to offering good and well thought-out products. We have invested a lot of time and effort in their development and want to offer you a comprehensive service in return. We are also convinced of the high quality of our products.

In this case, you will need your order confirmation and invoice. You have received both from us by email. Please send both to our customer service team by email at support@snoozeproject.com. Please describe your problem to us, including photos if possible. After a short time, you will receive a reply from us explaining the next steps.

We will look at the defect and repair the product at our own discretion. If this is not possible due to the severity of the defect, we will of course replace the product.

Our guarantee is a durability guarantee to ensure that the core of your Snooze Project products retains its shape and durability over time. We regularly check our products down to the core, but even in the best families there is the occasional outlier.

Under our warranty, your Snooze Project product purchased from us will be professionally repaired or replaced by us with a new product. The guarantee is intended to ensure that you will have any defects repaired or replaced if the product is used and handled correctly.

In detail, this means for you: In the case of our mattresses, for example, damage, dents, cracks or breaks in the foam that have occurred despite proper use and treatment of the mattress and not due to an unsuitable base. Production damage to the zipper of the mattress cover and other material defects in the cover. Such defects entitle you to a replacement cover, for example. Further information and detailed explanations can also be found in our terms and conditions.

The warranty period begins on the invoice date.

We accept a range of payment methods. Depending on availability, you can choose between:

• PayPal
• PayPal Express
• Installment purchase via Klarna - 0% financing
• Purchase on account via Klarna - 30 days
• Instant bank transfer via Klarna
• Direct debit via Klarna
• Credit card
• Google Pay
• Apple Pay
• Amazon Pay
• Prepayment

We do not store any payment data. All your payment-related data is transmitted directly and securely to our payment service provider. We are constantly working to improve our service in order to offer you an optimal online shopping experience. If you have any questions or suggestions, please do not hesitate to contact us!

We accept credit and debit cards from Mastercard and Visa. Payment with your credit or debit card is always easy. Once you have placed the desired products in your shopping cart, you can complete your order by clicking the "Proceed to checkout" button. You will be guided through the ordering process. At the checkout, select the credit card payment method and enter the following information:

• Card number: 16-digit card number that is visible or printed on your credit card
• Validity date: month/year, which is usually written or can be found under or near the card number
• Card verification number: Three-digit security code, which is usually found on the back of your credit card

Please note: After the last step in the ordering process with us, you may be redirected to a so-called 3DS page where you must then authenticate your identity. Your bank will usually send you a code by text message, email or push notification in its app to confirm the payment. This authentication step is called 3D Secure (3DS) and is known under the brand names Visa Secure and Mastercard Identity Check. Once you have successfully completed the payment, you will be shown a confirmation page and receive an order confirmation by email.

Your payment with PayPal is basically very simple. After you have placed the desired products in your shopping cart, you can complete your order by clicking the "Proceed to checkout" button. You will be guided through the ordering process. Then select the PayPal payment method at the checkout. You will then be redirected to PayPal by clicking the "Order with obligation to pay" button. As soon as you have successfully completed the payment, a confirmation page will be displayed and you will also receive an order confirmation by email.

You have 30 days after the purchase to pay your invoice. When purchasing on account with the Klarna service, you simply transfer the amount to Klarna's bank account. You will receive the details by email from Klarna. You will also find them on the invoice you receive from Klarna. You can also find more useful information on Klarna's invoice help page.

You have a full 30 days to pay the invoice amount to Klarna. You will receive the exact due date from Klarna.

No, you do not need an account to pay in installments. When purchasing in installments, you will receive a monthly payment request from Klarna, in which you will be asked to pay the monthly installment due. Alternatively, if possible, you can also deposit your bank account with Klarna and Klarna can then conveniently collect the monthly installment due from your account. You will receive the details from Klarna during the ordering process and also after your order. You can also find more useful information on Klarna's installment purchase help page.

If you have a positive credit rating, there is generally no interest. Enjoy the convenient 0% financing!

Klarna carries out a risk assessment for the payment method purchase on account. This may involve obtaining credit information from various credit agencies.

Yes, you can always test sleep with us for 30 days at home. Regardless of the payment method, you have the opportunity to test our products for 30 days in your own home!

We would like to ensure that the security of everyone we work with is possible. One way we do this is by preventing unauthorized use of credit and debit cards - especially online when we can't see a physical card. As a MasterCard or Visa cardholder, your transaction is secured by the respective company. Strong Customer Authentication (SCA) is a European Union (EU) requirement under the Payment Services Directive 2 (PSD2) for certain types of online payments. SCA requires customers to provide two or more pieces of independent authentication information, such as a password and fingerprint or PIN and a one-time code sent to their cell phone, to confirm their identity before making a payment. Further details can be found at Mastercard and Visa.

What is the benefit for me?

This program gives you additional protection to help prevent unauthorized use of your card when shopping online. This service helps us to truly identify you and, above all, protects you from fraud.

Will this service cost me anything?

No. There are no costs for this service.

One or more mattresses already unpacked

The return transport of your unpacked mattress is organized and coordinated by us and is usually carried out by a shipping company. You can register your return simply and easily here.

Pillows, toppers, covers, bed linen, one unopened mattress

For all other products, you will receive a free shipping label for the return shipment. Simply register your return online here.

In principle, you do not need to keep the packaging. However, the packaging you received beforehand may make it easier for you to return the product. Therefore, if you are unsure, you are welcome to keep the original packaging.

Simply contact us within your 30-day trial period and we will assist you with the process. You can also initiate your return directly here.

Not much - we help you with the process and are there for you in the meantime.

Mattresses that are collected by our shipping company must be packed, so we will send you foil for packing in advance. Simply bring the mattress to the first floor on the day of collection. You can return all other products to us in the best possible packaging, e.g. with the original packaging, using vacuum bags, shipping bags, film or even bin liners.

You can return pillows, toppers and covers to us with GLS. We will be happy to provide you with a return label. Your order must be securely packaged for shipping. You can also use the original packaging, but you don't have to.

We do not offer returned products for sale again. Depending on the condition of the returned products, we check whether the products can still be used for a charitable organization. If not, the products are recycled where possible and disposed of in an environmentally friendly manner. Or processed into so-called composite materials and thus find a further, useful use.

Return shipping is completely free of charge for you within Germany and Austria and you will get your money back.

If you would like a different product, you are welcome to request an exchange via our customer service within the 30-day trial period. Our customer service team will be happy to provide you with expert advice and offer the right solution.

Once we have received the returned products, you will receive your money back within 14 days - it's that simple.

As soon as we have received and checked the return, you will receive your money back within 14 days. For the refund, we always use the same payment method that you used to pay for your order.

Once you have paid with your credit card, it usually takes 3 to 5 bank working days for your money to arrive in your bank account - however, this period may vary depending on the credit institution or bank. It is also possible that the money will not be credited to your account until your next credit card statement.

If you paid with PayPal, the repayment period depends on the payment option you originally selected in your PayPal customer account or PayPal wallet for this order:

• For payments via PayPal credit, the repayment usually takes 24 to 48 hours
• For PayPal payments by credit card or debit card as well as by bank account, repayment usually takes 3 to 5 working days

Please note that we can only refund via Paypal up to 180 days. If your order was placed earlier, please contact our customer service so that we can initiate a refund via another payment method.

If you have paid with Klarna, it usually takes 5 to 7 working days for the money to arrive in your account - however, this period may vary depending on the credit institution or bank.

Manufacturer:

Snooze Project GmbH
Hardenstr. 51
20539 Hamburg

Contact:

Phone: 030 588 49171
E-mail: support@snoozeproject.com

You can clearly identify the product you have ordered using the article number, also known as the SKU. You can find the article number for your product on our website under the shopping cart button.

You will also find the article number in your order confirmation, on your invoice and on the delivery bill enclosed with your order.

You can find all product instructions here: Instructions

Choking hazard for babies and toddlers
There is a choking hazard for babies and toddlers if they are lying on their stomach or facing our products. Snooze Project products are breathable. Nevertheless, the air circulation may not be sufficient to breathe through the products. The cover of the Snooze Project products is equipped with a zipper and is therefore removable and washable. If the small parts of the zipper are swallowed, there is a risk of suffocation.

Flammability
The Snooze Project products are made of materials that burn when exposed to an open flame or high heat. Please keep your Snooze Project products away from open flames and high heat to avoid fires.

Packaging
Our products are vacuum-packed and rolled for transportation. Please open the packaging of your order carefully to avoid injury.

Moisture
During sleep, the body releases moisture into mattresses, toppers and pillows. To allow the moisture to escape, you should ensure that your Snooze Project products are sufficiently ventilated. Otherwise, there is an increased risk of mold forming on your Snooze Project products.

Disposal
We would like to ask you to dispose of your old products and, in future, your Snooze Project products professionally. This can be done at your local waste disposal company.