FREQUENTLY ASKED QUESTIONS
– ARE ANY ANIMALS HORSEHAIR/FEATHERS HARMED IN THE MAKING OF A HÄSTENS?
All of our materials, including the horsetail hair and down, are ethically sourced. We take this responsibility quite seriously.
– WHAT ARE THE WASHING INSTRUCTIONS FOR HÄSTENS BEDS/TOP MATTRESSES?
Your Hästens bed is made using the highest quality, 100% natural materials. As such, it is not machine washable, either in water or by dry cleaning. But accidents do happen and textile cleaner or furniture foam should be sufficient to clean any stains. However, there is a small chance the cleaner could damage the fire retardant or discolor the fabric. To prevent this, we suggest testing a small portion on an unobtrusive section of the mattress. For ultimate mattress protection, we recommend using a Hästens bed skirt and mattress cover.
– WHAT IS COVERED BY YOUR 25 YEAR GUARANTEE?
Further to the rights awarded the consumer by Swedish law, all Hästens Beds are covered by a 25 year guarantee against breakage of the bed’s springs or frame. For more information about our warranty, please contact your nearest Hästens store.
– I AM ALLERGIC TO HORSES. CAN I SLEEP IN A HÄSTENS BED?
Of course you can, without any effects. Anyone who suffers from allergies, can enjoy a wonderful sleep in a Hästens bed. The horsehair we use in the upholstery of the beds is prepared for several months without adding any foreign substances. The horsehair is washed and then rinsed thoroughly before it is spun, sanitized and heated to 140 C. The horsehair is then stored as twisted rope before it is torn up and embedded into a Hästens bed. Hästens has commissioned rigorous testing to ensure that there are no allergens in the horsehair. The samples were analyzed using an ELISA technique at the Karolinska Institute in Stockholm and all the tests show negative results.
– WHERE CAN I FIND YOUR PRICES/PRICE LIST?
For price and product information, please contact your nearest Hästens store.
Return
– How do I complete a return?
Simply follow the steps below and we will take care of the rest.
1. Contact Customer Service here, describe your need and request a return label.
2. Customer service will review your request and send a return label in pdf format via email.
3. Pack all the items you want to return in the original parcel provided.
4. Attach the return label outside of your parcel. The label contains your order number, the return address and tracking number.
Cost for return
Cost for returns is EUR 15 and will be deducted from the original purchase when product is received at our warehouse.
The moment we receive your parcel, we will arrange your refund (excluding original shipping cost and return cost) and send you a notification email. If you have questions regarding your return, please contact our Customer Service team.
– How long after delivery do I need to return the items?
You can return any items purchased at Hästens Online Store within 30 days of the delivery date.
All products must be returned in original condition and original packaging, with all tags still attached (unless faulty).
This means the items should not have been damaged, soiled, washed, altered, or worn and that any labels or tags should be intact.
Hästens holds the right to determine the state of the returned item and decide on the refund.
– How to exchange?
We do not offer exchanges. Please place a new order if you would like to change the style, color and/or size.
– Have you received my return?
We will send you an email once we have received and processed your return and inform you that your refund is on its way. If you don’t receive this email within a week of returning an order, please contact us.
Delivery
Shipping info: Swede Dream offers delivery with UPS Standard and UPS Express Saver.
Standard delivery: 2 to 3 working days* – 45 CAD . Please note that remote areas may have longer lead times.
Express delivery: next day delivery* (for orders placed before 12pm EST) – EUR 30.
Orders placed before 12pm will be sent same day, and we ship Monday – Friday. All orders are fully traceable using UPS tracking.
*Please expect two additional processing/shipping days during holidays.
– How will my order be delivered?
You´ll receive a notification including tracking number as soon as your order has left our warehouse, and you will then be able to track the shipment. UPS will give you the opportunity to choose your delivery option. You can choose to have your parcel delivered to your home or to a UPS pick up point.
UPS will notify you if they were unable to make the first delivery attempt because no one was available at your location to accept it. The notification will state if the package is available at you nearest access point or if they will attempt another delivery the next day. You can also change address or re-schedule the delivery through the UPS My Choice app or by contacting UPS. Visit www.ups.com for more info.