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FAQ | Hästens

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.

- WHERE CAN I FIND HÄSTENS' BEDS?

Find your nearest Hästens Store here.

 

 

ONLINE ORDER  

- How do I track my order?

You have three ways to track your order. 

1.     Click on the tracking link in your shipping confirmation email sent from hastens logistics. 

2.     Log into Your Account to track the progress of your delivery

3.     Contact our Customer Service team here and we'll tell you where your order is

- Why have I not received an order confirmation? 

You should receive an email confirmation within a couple of minutes of placing your order.

If you have not received this e-mail please, check the spam folder of your email account. 

Even though you have not received an order confirmation, your order might still have been processed.

Please double-check that you filled in the right e-mail address. 

If you can’t find your order confirmation, please contact our Customer Service team.

- Where is my order?

Once your order has been shipped, you will receive a shipping confirmation via email with a tracking number. If you didn’t receive this e-mail you can also sign into Your Account and view your order and your tracking number at -> My Account -> My orders. If you do not have an account or a shipping confirmation, please contact Customer Service for further details regarding your order status.

- Can I cancel my order? 

Please reach out to Customer Service here as soon as possible. 

We will do our best to cancel it, but our aim is to send the order shortly after the customer has placed the order, so it might already be on its way to you. 

If the order already is shipped, you will need to make a return. 

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.

5.    Take the parcel to your nearest UPS drop off point. You can find your nearest one at https://www.ups.com/dropoff/?loc=en_NL&data-content-block-id=W1 . 

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 do I receive my return label? 

Please contact our Customer Service team to proceed with your return. Our Customer Service team will e-mail you a return label as soon as possible after your request. 

- 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:  Hästens offers delivery with UPS Standard and UPS Express Saver.

Standard delivery:  2 to 3 working days* – EUR 15. Please note that remote areas may have longer lead times. 

Express delivery: next day delivery* (for orders placed before 12pm CET) – 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. 

- Which countries do you deliver to? 

We currently deliver to the following countries: 

The Netherlands (excl. Aruba and Antilles)
Germany 
Belgium
Italy
France
Austria
Luxembourg
Spain

 

- 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.

Contact Us 

Do you have questions about your online Hästens order?
If you have any questions, comments, or complains related to your purchase you find the contact details under "Contact us" in the order confirmation email.

Do you have questions about a purchase made in store?
Reach out to the store where you made your purchase and they will assist you. Find the contact information to your store using our Store Locator.

Payment 

- What payment methods do you accept?

-       Visa 

-       MasterCard 

-       iDEAL (only Netherlands) 

Unfortunately, we can only accept the payment methods specified above. If you try to pay by any other methods, we can’t be liable for any loss of payment or any other damages incurred.

 
- Payment processing

If you place your order with a credit card, the payment will be deducted from your bank account when your order and data have been verified, and your ordered products leave our stock for delivery.

If you place your order using iDEAL (only Netherlands) or a debit card, the payment will be deducted from your account when we confirm your order.

- I can’t place an order – what am I doing wrong? 

If you’re having problems placing an order, double check that all your information is filled in correctly and that you meet the requirements for the payment option you choose.

If you're still experiencing problems, please contact our Customer Service team. 

- How long does it take for me to get a refund? 

We aim to process your refund within 3 days of receiving your parcel at our warehouse in Sweden. We will send you an e-mail to let you know that we have received your return.  We will then process it and complete the refund.

After you have received the e-mail, please allow another 5-10 working days for the refund to be credited to your account. The amount of time this takes will depend on which bank or card issuer you have used for payment.

- Is it safe to order online? 

In order to protect your information, hastens.com uses one of the most secure online ordering systems on the market, and we're constantly researching and improving our software to make sure we offer the highest possible security at all times.

We utilize Security Socket Layer (SSL) technology, one of the most secure systems for ordering online.  This technology allows encryption of your potential sensitive information, such as your name and address and critical personal information, such as credit card information. Your information will be encrypted from the moment you enter it, and your personal information will not be saved on a public server. That means that information passed between you and our website cannot be read in the event someone else intercepts it. The SSL technology provides an authentication that assures your browser that your data is being sent to the correct secure computer server; an encryption that encodes all data, so only the secure server is able to read it; and a data integrity process that identifies the transferred data has not been altered.

Find out more about safety and security in our Privacy Policy.

Account 

- Where do I find my account? 

You can log in and access Your Account here

Items 

- If I would like to order a product marked as store exclusive, e. g. a bed or headboard, how do I proceed?

Please contact your closest store. You can find your closest store here.