FAQ

1. Orders

a. How can I contact Baldiflex Customer Service?
We are available at the email address info@baldiflex.it, or via WhatsApp message at the number 0573 15 91 034.

b. Do I need to be registered to make a purchase?
"It is not mandatory to register on our site in order to place an order."

c. How do I choose the mattress sizes?
The perimeter measurement of the mattress must correspond to that of the bed frame on which it will rest, while the thickness is all a matter of taste! Remember that being handcrafted products, made by hand with soft and elastic material, it is normal to find small differences in the measurements of the finished products compared to what is stated in the technical data sheet.

d. How do you make a purchase?
To make a purchase, you need to enter the product page of the item you wish to buy, select the desired size, and click on "Add to cart". Then you can go to "Go to cart" and proceed to checkout.

e. I can't complete the purchase, what can I do?
If you have difficulties, you can contact our Customer Service. The order can also be placed via email.

f. How can I check the status of my order?
You will receive all the details via email, the name of the courier, and the number to track the package and see when it will be delivered.

g. Can I request the invoice after my purchase?
The invoice must be requested within 5 days from delivery to the email address info@baldiflex.it. It would be advisable to have already provided your billing information within the order.

 

2. Payments

a. What are the accepted payment methods?
We accept credit cards (Visa, Mastercard, and American Express), PayPal, Amazon Pay, Satispay, Bank Transfer, Soisy (financing up to 24 months), and Scalapay (payment in 3 installments).

b. Is it possible to make a payment in installments?
We offer two installment options: Scalapay 3 installments, with a valid credit card from the Visa or Mastercard circuit, with no interest and no need for employment documents; Soisy, an online financing option, up to 24 months with no interest. In the case of Soisy, employment documentation will be required.

c. Is it possible to cancel an order?
The order can be canceled by contacting our Customer Service.

d. Can I make changes to an already confirmed order?
Any changes can be made by the day following the order, by contacting our Customer Service.

 

3. Products

a. What does handmade product mean?
A handcrafted product is called that when it is made without machinery for mass production, but rather with the use of tools operated by the experience of our artisans.

b. Why choose a handmade product?
Every handcrafted product is designed and made to meet the specific needs of each customer. This type of production allows us to offer a wide range of quality material configurations, sizes, and processing options to ensure the uniqueness of each individual item.

c. When to change the mattress?
The mattress should be changed every 8-10 years, but if you notice signs of sagging, discomfort, or painful awakenings, it's better to do it sooner. Also check the condition of the support frame: a worn support can compromise comfort and also reduce the lifespan of your new mattress.

 

4. Shipments and Deliveries

a. How much are the shipping costs?
In Italy, shipping is free, including islands. Delivery to the floor can be selected at checkout for a cost of €110 (additional charges may apply for multiple products, at the courier's discretion). For abroad, shipping is free for orders over €250; otherwise, it costs €35.

b. How can I track my shipment?
You will receive an email from us with the tracking number and the name of the courier to track the package and possibly contact the courier to arrange the delivery.

c. Where are the deliveries made?
"We deliver throughout Italy, including the islands."

d. How long does the shipping take?
Shipping generally occurs within 5 working days from the order confirmation, however, for updated information on this topic, we recommend visiting the Shipping page.

e. Can I choose the day and time of delivery?
To arrange the delivery, you can contact the courier directly.

f. What should I do upon receiving my order?
Check the integrity of the product packaging; in case of visible damage, we recommend accepting the package by adding the note "Subject to inspection" next to your signature.

g. What should I do after receiving a vacuum-packed mattress?
The vacuum-packed mattress must be opened from the nylon that protects it within 5 days of receipt. Once the packaging is opened, the mattress will recover 90% of its original shape within the next 3-4 hours and will reach 100% within the next 24-48 hours.

h. I received the wrong product. What should I do?
In case of error, we invite you to contact our Customer Service.

i. My order arrived damaged. What should I do?
"We invite you to contact our Customer Service by attaching via email photographs of the damaged product."

1. An item is missing from my package. What should I do?
In case of missing one or more items in the order, it will be necessary to provide the Folder (summary sheet of the order branded Baldiflex) to verify the goods received. It is possible that some orders are split into multiple shipments if there are products from different departments.

 

5. Resi

a. Can I return a product purchased on Baldiflex?
Sure, in case of a change of mind, returns are possible within 14 days of receiving the product.

 

6. Warranty

a. Are Baldiflex products covered by a warranty?
Sure, all Baldiflex products are guaranteed by law for manufacturing defects. In addition to the legal warranty, Baldiflex offers a 10-year warranty extension on Mattresses, according to the terms of the Baldiflex Extended Warranty.