Frequently Asked Questions

Choose the items and sizes you want, add them to your cart and complete the purchase. You can shop as a guest or create an account. Once the order is confirmed, you will receive an email with the relevant details.

No. You can shop as a guest. Creating an account allows you to view orders and save details for future purchases.

You can pay by card, Multibanco reference, MB WAY, PayPal, Klarna or cash on delivery, where applicable. The actual availability of each payment method is shown at checkout. The Multibanco reference is valid for three days.

Yes. Enter your billing details and tax number correctly before completing the order.

You may request a change or cancellation free of charge while the order has not yet been dispatched. Contact us as soon as possible and provide the order number. After dispatch, it is no longer possible to cancel the shipment. The customer must wait for the delivery and refuse it. If the delivery has already been accepted, where applicable, a return must be requested under the terms set out below.

We deliver to Portugal, Spain, France and Germany.

Delivery is free in mainland Portugal, Spain, France and Germany. For Madeira and the Azores, the cost depends on the order weight and postal code and is automatically shown at checkout before the purchase is confirmed.

The estimated delivery time is shown on each product page and depends on the product, availability and destination. Under normal conditions, it may be 3–5 or 3–12 business days, counted after payment confirmation, where applicable.

These timeframes are estimates. During August and December, as well as other high-volume periods, production and transport constraints may prevent the originally stated timeframe from being met. If there is a delay, please contact us so we can follow up with the carrier.

Delivery is made outside the building, at street level, in a location accessible to the carrier's vehicle. It does not include carrying items upstairs, entering the home, moving items into interior rooms or assembly.

The address must be complete and correct, including door number, floor, unit/apartment and any other details needed to locate the destination.

You must provide a valid telephone number in case the courier needs to contact you.

We also recommend providing a valid email address to receive shipping notifications and updates.

Access to the delivery location must allow the carrier's vehicle to approach and operate safely.

When the service used includes tracking, you will receive the tracking code or link by email or SMS. We recommend monitoring the updates and checking for any contact attempts from the carrier.

As a rule, carriers make up to two delivery attempts. If delivery cannot be completed, the order may be held at the carrier's warehouse awaiting instructions or returned to the sender, depending on the operator and the stage of transport. Contact us promptly so we can follow up on the situation.

We can request a change from the carrier while the order has not yet been delivered, but the requested date is always subject to the carrier's availability and confirmation. We do not guarantee specific days or time slots.

No. We do not currently provide an assembly service.

In Portugal, Spain and Germany, we do not collect used mattresses. In Portugal, you may contact your local municipality to request bulky-waste collection in accordance with local rules.

In France, we provide free take-back of the equivalent used item. To request this service, indicate it at the time of purchase or contact us before delivery.

Yes. For distance purchases, you may exercise your legal right of withdrawal within 14 days after taking physical possession of the item, without giving a reason, except where legal exceptions apply. Contact us at [email protected] and provide the order number and the items to be returned.

It must be new and in the same condition in which it was received, with no signs of improper use, stains, dirt, odours, tears, holes or other damage.

It must include any labels, components, accessories, instructions and gifts received.

Whenever possible, it should be returned in the original packaging. If the packaging has been opened, the customer must repack and adequately protect the item for transport.

The item must be fully packed and ready for collection on the agreed date.

For returns under the right of withdrawal, the direct cost of return transport is borne by the customer. You may hire a carrier or ask us to arrange collection. When collection is arranged by us, the relevant cost must be paid in advance; the amount will depend on the item, its dimensions, the condition of the packaging and the collection address. Advance payment confirms the request, as the carrier charges for the trip even when collection is not completed for a reason attributable to the customer.

The collection service arranged by us includes up to two attempts. The item must be packed, protected, accessible and ready on the agreed dates.

Returns by carrier must be sent to Rua da Gandarinha, 89, 3700-847 Romariz. This address accepts deliveries made by carriers only.

If you wish to return the item by your own means, you must notify us in advance and go to the Indream store, Pingo Doce Santa Maria da Feira — Hiper, Loja 01-B, 4520-195 Santa Maria da Feira. No appointment is required, but prior notice is mandatory.

Yes. We recommend taking clear photos of the item, the packaging and the item once packed before collection. These images help demonstrate the condition in which the product was handed over to the carrier if damage occurs during the return journey.

The refund is made using the same payment method used for the purchase, unless expressly agreed otherwise, within the applicable legal timeframe. As a rule, it will be made within 14 days after we are informed of the decision to withdraw. We may withhold the refund until we receive the items or until the customer provides proof of return, whichever occurs first. For cash-on-delivery orders, we will agree with the customer on an appropriate refund method.

Contact us promptly and do not use the item. Send the order number, a description of the problem and clear photographs of the packaging, product, labels and affected areas. After review, we will provide the next steps. Where there is a lack of conformity or an error attributable to Indream, the transport costs necessary to resolve the issue will not be charged to the customer.

Products benefit from the applicable legal guarantee of conformity, currently three years for new movable goods, counted from delivery. The warranty covers lack of conformity as provided by law and does not cover normal wear and tear, improper use, damage caused by the customer or care that is incompatible with the product instructions.

Products benefit from the applicable legal guarantee of conformity, currently three years for new movable goods, counted from delivery. The warranty covers lack of conformity as provided by law and does not cover normal wear and tear, improper use, damage caused by the customer or care that is incompatible with the product instructions.