<!doctypehtml><html lang=en xml:lang=en><meta charset=utf-8><meta content="text/html; charset=utf-8"http-equiv=Content-Type><title>
   FAQ | ibis Store
  </title><meta content=width=device-width,initial-scale=1,user-scalable=no name=viewport><meta content="Page description"name=description><meta content="Page keywords"name=keywords><meta content=INDEX,FOLLOW name=robots><meta content=CfatEG7Y7ryq2hIw8_AOdMh3R27TxnS7w25zfwzpWTY name=google-site-verification><link href=https://ibisstore.com/media/favicon/websites/3/favicon.ico rel=icon type=image/x-icon><link rel="shortcut icon"href=https://ibisstore.com/media/favicon/websites/3/favicon.ico type=image/x-icon><script type=application/ld+json>
   {
    "@context": "http://schema.org",
    "@type": "Store",
    "url": "https://ibisstore.com/en/",
    "name": "Ibis Store",
    "brand": "Ibis",
    "address": {
        "@type": "PostalAddress",
        "addressLocality": "Roissy-en-France, France",
        "postalCode": "95700",
        "streetAddress": "163 Rue de la Belle Étoile - Business Park Paris Nord 2 – Bât 6B"
    },
    "image": "https://ibisstore.com/skin/frontend/default/ibis/images/logo-ibis.gif",
    "openingHours": "Mo-Fr 08:00-19:00",
    "telephone": "+33141515425",
    "priceRange": "$$$$"
}
  </script><link href=https://ibisstore.com/js/prototype/windows/themes/default.css?v=202102101345 media=all rel=stylesheet><link href=https://ibisstore.com/skin/frontend/default/ibis/css/styles.css?v=202102101345 media=all rel=stylesheet><link href=https://ibisstore.com/skin/frontend/default/ibis/css/promotions.css?v=202102101345 media=all rel=stylesheet><link href=https://ibisstore.com/skin/frontend/base/default/css/widgets.css?v=202102101345 media=all rel=stylesheet><link href=https://ibisstore.com/skin/frontend/default/ibis/css/multilingual.css?v=202102101345 media=all rel=stylesheet><script src=https://ibisstore.com/skin/frontend/default/ibis/js/dist/baseScript.min.js?v=202102101345></script><script src=https://ibisstore.com/skin/frontend/default/ibis/js/dist/skinScript.min.js?v=202102101345></script><script defer src=https://ibisstore.com/skin/frontend/default/ibis/js/dist/defferedScript.min.js?v=202102101345></script><link href=https://ibisstore.com/skin/frontend/default/ibis/css/print.css media=print rel=stylesheet><link href=https://ibisstore.com/skin/frontend/default/default/css/ambanners/ambanners.css media=all rel=stylesheet><link href=https://ibisstore.com/skin/frontend/base/default/css/amasty/ampromo/styles.css media=all rel=stylesheet><link href=https://ibisstore.com/skin/frontend/default/ibis/css/style-newssubscribers.css media=all rel=stylesheet><link href=https://ibisstore.com/skin/frontend/default/ibis/css/ajaxcart.css media=all rel=stylesheet><script async src=https://ibisstore.com/js/hah/left_nav.js></script><link href=https://ibisstore.com/en/faq rel=canonical><link href=https://ibisstore.com/en/faq hreflang=en-us rel=alternate><link href=https://ibisstore.com/gb/faq hreflang=en-gb rel=alternate><script>//<![CDATA[
Mage.Cookies.path     = '/en';
Mage.Cookies.domain   = '.ibisstore.com';
//]]></script><script>//<![CDATA[
optionalZipCountries = ["HK","IE","MO","PA"];
//]]></script><script>(function(i,s,o,g,r,a,m){i['GoogleAnalyticsObject']=r;i[r]=i[r]||function(){
            (i[r].q=i[r].q||[]).push(arguments)},i[r].l=1*new Date();a=s.createElement(o),
            m=s.getElementsByTagName(o)[0];a.async=1;a.src=g;m.parentNode.insertBefore(a,m)
        })(window,document,'script','//www.google-analytics.com/analytics.js','ga');

        ga('create', 'UA-17319317-11', 'ibisstore.com');
        ga('set', 'anonymizeIp', false);
                                                					ga('set', 'dimension1', "guest");
		                ga('send', 'pageview');</script><script>//<![CDATA[
        var Translator = new Translate({"Please enter a valid email address.":"Please enter a valid email address"});
        //]]></script><script>Translator.add('Not available','Not available');</script><body class="cms-page-view cms-faq"><div class=wrapper><noscript><div class="global-site-notice noscript"><div class=notice-inner><p><strong> JavaScript seems to be disabled in your browser. </strong> <br> You must have JavaScript enabled in your browser to utilize the functionality of this website.</div></div></noscript><div class=page><div class=header><div class="quick-access ibis_en"><ul class=links><li><a href=http://ibis.accorhotels.com/> ibis.com </a><li id=lang_drop><a class=first href=#> Languages </a> <ul><li><p><a href=https://ibisstore.com/en/> English <img alt=English src=https://ibisstore.com/skin/frontend/default/ibis/images/flags/ibis_en.gif> </a></p> <p><a href=https://ibisstore.com/gb/?___store=ibis_gb> English (GBP) <img alt="English (GBP)"src=https://ibisstore.com/skin/frontend/default/ibis/images/flags/ibis_gb.gif> </a></p> <p><a href=https://ibisstore.com/fr/?___store=ibis_fr> Français <img alt=Français src=https://ibisstore.com/skin/frontend/default/ibis/images/flags/ibis_fr.gif> </a></p> <p><a href=https://ibisstore.com/de/?___store=ibis_de> Deutsch <img alt=Deutsch src=https://ibisstore.com/skin/frontend/default/ibis/images/flags/ibis_de.gif> </a></p></ul><li class=first><a title="My Account"href=https://ibisstore.com/en/customer/account/> My Account </a><li class=last><a class=top-link-cart href=https://ibisstore.com/en/checkout/cart/> Shopping Cart 0 </a></ul></div><div class=new-nav><div class=new-nav-mini><h1 class=logo-ibis><a href=https://ibisstore.com/en/?___store=ibis_en> <img src=https://ibisstore.com/skin/frontend/default/ibis/images/logo-ibis.png> </a></h1><div class=nav-container><ul id=nav><li class="level0 nav-1 first level-top"><a class=level-top href=https://ibisstore.com/en/ibis-bed-sweet-bed.html> Bed </a><li class="level0 nav-3 level-top"><a class=level-top href=https://ibisstore.com/en/ibis-pillow.html> Pillow </a><li class="level0 nav-2 level-top"><a class=level-top href=https://ibisstore.com/en/ibis-duvet.html> Duvet </a><li class="level0 nav-2 last level-top"><a class=level-top href=https://ibisstore.com/en/topper-ibis.html> Topper </a><li class=external-link><a class=level-top href=http://ibis.accorhotels.com/> ibis.com </a></ul></div></div></div></div><div class=mobileHeaderibis><div class=left><a class=button-menu href=#> </a><a title="Mon compte"class=my-account href=https://ibisstore.com/en/customer/account/> </a></div><div class=nav-container><ul id=nav><li class="level0 nav-1 first level-top"><a class=level-top href=https://ibisstore.com/en/ibis-bed-sweet-bed.html> Bed </a><li class="level0 nav-3 level-top"><a class=level-top href=https://ibisstore.com/en/ibis-pillow.html> Pillow </a><li class="level0 nav-2 level-top"><a class=level-top href=https://ibisstore.com/en/ibis-duvet.html> Duvet </a><li class="level0 nav-2 last level-top"><a class=level-top href=https://ibisstore.com/en/topper-ibis.html> Topper </a><li class=external-link><a class=level-top href=http://ibis.accorhotels.com/> ibis.com </a></ul></div><div class=right><ul><li id=lang_drop><a class=first href=#> Languages </a> <ul><li><p><a href=https://ibisstore.com/en/> English <img alt=English src=https://ibisstore.com/skin/frontend/default/ibis/images/flags/ibis_en.gif> </a></p> <p><a href=https://ibisstore.com/gb/?___store=ibis_gb> English (GBP) <img alt="English (GBP)"src=https://ibisstore.com/skin/frontend/default/ibis/images/flags/ibis_gb.gif> </a></p> <p><a href=https://ibisstore.com/fr/?___store=ibis_fr> Français <img alt=Français src=https://ibisstore.com/skin/frontend/default/ibis/images/flags/ibis_fr.gif> </a></p> <p><a href=https://ibisstore.com/de/?___store=ibis_de> Deutsch <img alt=Deutsch src=https://ibisstore.com/skin/frontend/default/ibis/images/flags/ibis_de.gif> </a></p></ul><li class=link-cart><a class=top-link-cart href=https://ibisstore.com/en/checkout/cart/> </a></ul></div><div class=center><div class=logo><a title="ibis Store"class=logo href=https://ibisstore.com/en/> <img alt="ibis Store"src=https://ibisstore.com/skin/frontend/default/ibis/images/logo-ibis.png> </a></div></div></div><div class="main-container col1-layout"><div class=main><div class=breadcrumbs><ul itemscope itemtype=https://schema.org/BreadcrumbList><li class="home bc-item bct-1"itemprop=itemListElement itemscope itemtype=https://schema.org/ListItem><a title="Home Page"class=breadcrumbs-link href=/ itemprop=item itemtype=https://schema.org/Thing> <span itemprop=name> Home Page </span> </a> <meta content=1 itemprop=position> <span> / </span><li class="cms_page bc-item bct-2"><strong> FAQ </strong></ul></div><script>$j(".breadcrumbs-link").click(function(){
        var href = this.href; // getting the URL of the next page
        ga('send', 'event', 'Click', 'Link', href);
        ga('newTracker.send', 'event', 'Click', 'Link', href);
        setTimeout(function() {
            window.location.href = href; // after a timeout of 250ms we navigate to the URL, where the user wanted to go
        }, 250);
        return false;
    });</script><div class=col-main><div id=cartpopup style=display:none><div id=cartpopup_slidecontainer><div class=empty-cart>You have no items in your cart.</div><div class=popin-content style=display:none><form id=cartpopup_form method=post><ul class=thead><li class=Qty><span> Qty </span><li class=ItemDescr><span> Product </span><li class=Price><span> Price </span></ul></form><div class=cartpopup_footer><div class=cartpopup_subtotal><div class="cartpopup_producttotal clearfix"><span class=cart_cartqty> Item </span><span class=cart_sub-total> Sub-total: <span class=price> €0.00 </span> </span></div><div class=cartpopup_btn><a class="cart-btn btn-checkout"href=https://ibisstore.com/en/onestepcheckout/> Checkout </a><a class="cart-btn mute btn-edit-cart"href=https://ibisstore.com/en/checkout/cart/> Edit Cart </a><div class=cartpopup_clear></div></div></div></div></div><div id=cartpopup_overlay><div class=cartpopup_overlay_center><img alt src=https://ibisstore.com/skin/frontend/default/ibis/images/ajaxcart/loading.gif></div></div></div></div><script>startPos();
    mouseDisplayPopin();
    mouseHidePopin();

    function mouseDisplayPopin()
    {
        $$(".quick-access .links li.last")[0].observe("mouseover", function(e) {
            displayPopin();
        }.bindAsEventListener(this));
    }

    function displayPopin()
    {
        $("cartpopup_overlay").hide();
        positionPopin();
        Effect.SlideDown("cartpopup", {duration: 0.3});
        $$(".quick-access .links li.last")[0].stopObserving("mouseover");
        addCloseListener.bind(this).delay(0.3);
    }

    function mouseHidePopin()
    {
        $("cartpopup").observe("mouseout", function(e) {
            if (!Position.within($("cartpopup_slidecontainer"), Event.pointerX(e), Event.pointerY(e)) && !Position.within($$(".quick-access .links li.last")[0], Event.pointerX(e), Event.pointerY(e))) {
                hidePopin();
            }
        }.bindAsEventListener(this));

        $$(".quick-access .links li.last")[0].observe("mouseout", function(e) {
            if (!Position.within($$(".quick-access .links li.last")[0], Event.pointerX(e), Event.pointerY(e)) && !Position.within($("cartpopup_slidecontainer"), Event.pointerX(e), Event.pointerY(e))) {
            hidePopin();
            }
        }.bindAsEventListener(this));
    }

    function hidePopin()
    {
        Effect.SlideUp("cartpopup", {duration: 0.3});
        mouseDisplayPopin.bind(this).delay(0.3);
        document.stopObserving("click");
    }

    function  addCloseListener()
    {
        document.observe("click", function(e) {
            if (!e.target.up("div#cartpopup")) {
                hidePopin();
            }
        }.bindAsEventListener(this));
    }

    function positionPopin()
    {
        var cartelement = cartelement = $$(".quick-access .links li.last")[0];
        var position = cartelement.viewportOffset();
        var top = position.top;
        var left = position.left
        var size = cartelement.getDimensions();
        var height = size.height;
        var width = size.width;
        var posleft;
        var mainleft;
        var mainright;
        var scroll;
        var postop;

        if(window.location.href.indexOf("quickshop") > -1) {
                posleft = left + (width / 2) - (window.parent.$("cartpopup").getWidth() / 2);
                mainleft = window.parent.$$("div.main")[0].viewportOffset();
                mainleft = mainleft.left;
                mainright = mainleft + window.parent.$$("div.main")[0].getWidth();
                if (posleft < mainleft) {
                        posleft = mainleft;
                } else if ((posleft + window.parent.$("cartpopup").getWidth()) > mainright) {
                        var diff = (posleft + window.parent.$("cartpopup").getWidth()) - mainright;
                        posleft = posleft - diff;
                }
                scroll = document.viewport.getScrollOffsets();
                postop = top + height + scroll.top;
                window.parent.$("cartpopup").setStyle({
                        top: postop + "px",
                        left: posleft + "px"
                });
        } else {
                posleft = left + (width / 2) - ($("cartpopup").getWidth() / 2);
                mainleft = $$("div.main")[0].viewportOffset();
                mainleft = mainleft.left;
                mainright = mainleft + $$("div.main")[0].getWidth();
                if (posleft < mainleft) {
                        posleft = mainleft;
                } else if ((posleft + $("cartpopup").getWidth()) > mainright) {
                        var diff = (posleft + $("cartpopup").getWidth()) - mainright;
                        posleft = posleft - diff;
                }
                scroll = document.viewport.getScrollOffsets();
                postop = top + height + scroll.top;
                $("cartpopup").setStyle({
                        top: postop + "px",
                        left: posleft + "px"
                });
        }
    }

    function startPos()
    {
        $$('body')[0].insert($("cartpopup"));
        $("cartpopup").hide();
    }</script><div class=page-title><h1>FAQ</h1></div><div class=std><div class=faq-content><p class=answer-no>The ibis Store Customer Service department is ready to answer your questions, and listen to your suggestions and comments about our product and our website. We are available to answer your questions by phone, Monday to Friday from 8:00am to 7:00pm CET on +33 1 41 51 54 25, or by email at <span style="text-decoration: underline;"> <a href=mailto:customer.service@ibisstore.com> customer.service@ibisstore.com </a> </span><p class=answer-no><img alt=faq src=https://ibisstore.com/media/wysiwyg/ibis/head-faq.jpg title=faq><ul class=list><li><a href=#q1> What components make up the ibis bed? </a><li><a href=#q2> What are the delivery times? </a><li><a href=#q3> What are shipping costs? </a><li><a href=#q4> Is the ibis bed a multinational standard? </a><li><a href=#q5> Who is responsible for duties and local tax? </a><li><a href=#q6> What is the returns policy? </a><li><a href=#q7> Secure payments </a><li><a href=#q8> Payment by Cheque </a><li><a href=#q9> What are your General Sales Conditions? </a><li><a href=#q10> What product care advice do you offer? </a></ul><p class=answer><a name=q1> </a> <strong> What components make up the ibis bed? </strong> <br> <br> The made to order European ibis bed is compound of 1 mattress, 2 base and 8 legs for a size of 160x200 cm (6 legs for the UK ibis bed). The ibis bed 100x200 cm and 140x200 cm are compound of 1 base and 4 legs. <br> The bed carries a warranty for defects in workmanship only. This coverage is for a full 5 years. The topper carries a one year warranty. <br> <br> <strong> Bed base </strong> <br> Base height: 15 cm, feet: 25 cm. <br> The bed base and flexi-slats are designed to provide unequaled cushioned support up to 500 kg. <br> <br> <strong> Mattress </strong> <br> Mattress height: 15 cm <br> This multi-zone, multi-density mattress is composed of a high-resistance foam with a targeted cell construction that allows it to spring back, night after night. <br> The mattress cover is of a newly designed 3-D honeycomb fabric that is soft to the touch and ensures absolute hygiene and ideal ventilation. <br> <br> The United Kingdom mattress’s inner core is composed of pocket springs with foam side encapsulation that ensures a perfect comfort, night after night. It is covered of a Soft Touch quilt that ensures absolute hygiene and ideal ventilation. <br> <br> <strong> Topper </strong> <br> Topper height: 7 cm <br> The ibis topper offers supreme support and protects the mattress. As effectively well-designed as the mattress, it is your invitation to experience sublime comfort. <br> The delivery times are approximately 2 to 3 weeks (excluding bed).</p><br><p class=answer><a name=q2> </a> <strong> What are the delivery times? </strong> <br> <br> <strong> The ibis Bed </strong> <br> <br> The bed is manufactured exclusively for ibis and is available for purchase through the ibis store. <br> The delivery times are approximately 8 to 10 weeks. For further information, please contact our Customer Service department on +33 1 41 51 54 25, or by email at <a href=mailto:customer.service@ibisstore.com> <span style="text-decoration: underline;"> customer.service@ibisstore.com </span> . </a> <br> You will be contacted the week prior to the arrival of the carrier to your area between Monday and Friday to coordinate the delivery. You will be provided with a 3-5 hour window of availability. <br> <br> <strong> The ibis Duvet and Pillow: </strong> <br> The default shipping option for all orders being shipped within Europe countries is ground transportation. Depending on the shipping destination you will have various expedited shipping options available. Please note that some destinations do not have a ground shipping option due to their location. <br> <br> <br> Delivery times will vary based on your area. Beds take approximately 8 to 10 weeks. All in-stock items are shipped within 7-10 business days.<p class=answer><a name=q3> </a> <strong id=ancre_frais> What are shipping costs? </strong> <br> <br> <strong> The ibis Bed </strong> <br> <br> <strong> Europe – outside of United Kingdom: </strong><div class=shippingDetails><table border=0 cellpadding=0 id=shippingTableBed><tbody><tr><th>Country<th>Fees*<tr><td>France, Monaco.<td>€149<tr><td>Germany, Netherlands, Spain, Belgium, Luxembourg.<td>€279<tr><td>Switzerland**.<td>€449<tr><td>Portugal.<td>599 €<tr><td>Bulgaria.<td>699 €<tr><td>Czech Republic, Hungary, Romania, Slovakia, Slovenia.<td>799 €<tr><td>Denmark, Poland.<td>899 €<tr><td>Croatia, Finland, Greece, Sweden.<td>999 €<tr><td>Estonia, Latvia.<td>1 299 €<tr><td>Norway**.<td>1 499 €</table><br><br> For other countries of delivery, please contact our Client Service at +33 1 41 51 54 25 for a quote. <br><br><em> * Delivery and Set-up fees <br> ** All duties and taxes are the responsibility of the recipient and will be assessed upon delivery. </em></div><p class=answer-no><br> <strong> United Kingdom: </strong> <br> Delivery fees of £180 for the following Counties of England: Bedfordshire, Berkshire, Buckinghamshire, Essex, Hampshire, Hertfordshire, Kent, Greater London, Middlesex, Oxfordshire, Surrey, Sussex. <br> Delivery fees of other Counties are available on quotation. <br> For further information, please contact our Customer Service department on +33 1 41 51 54 25, or by email at <span style="text-decoration: underline;"> <a href=mailto:customer.service@ibisstore.com> customer.service@ibisstore.com </a> </span> <br> <br> <strong> The ibis Duvet, the topper and the Pillow </strong> <br> The delivery costs are calculated according to the total amount of your order, as detailed below (excluding the mattress and bed base):<div class=shippingDetails><table border=0 cellpadding=0 id=shippingTable><tbody><tr><th>Min<th>Max<th>Zone 1<th>Zone 2<th>Zone 3<th>Zone 4<tr><td class=grey nowrap>€1<td class=grey nowrap>€49.99<td nowrap>€9.95<td nowrap>€12.95<td nowrap>€14.95<td nowrap>€14.95<tr><td class=grey nowrap>€50<td class=grey nowrap>€74.99<td class=odd nowrap>€13.95<td class=odd nowrap>€16.95<td class=odd nowrap>€18.95<td class=odd nowrap>€19.95<tr><td class=grey nowrap>€75<td class=grey nowrap>€99.99<td nowrap>€17.95<td nowrap>€19.95<td nowrap>€21.95<td nowrap>€23.95<tr><td class=grey nowrap>€100<td class=grey nowrap>€149.99<td class=odd nowrap>€23.95<td class=odd nowrap>€26.95<td class=odd nowrap>€28.95<td class=odd nowrap>€29.95<tr><td class=grey nowrap>€150<td class=grey nowrap>€199.99<td nowrap>€27.95<td nowrap>€29.95<td nowrap>€31.95<td nowrap>€32.95<tr><td class=grey nowrap>€200<td class=grey nowrap>€249.99<td class=odd nowrap>€29.95<td class=odd nowrap>€32.95<td class=odd nowrap>€34.95<td class=odd nowrap>€35.95<tr><td class=grey nowrap>€250<td class=grey nowrap>€299.99<td nowrap>€31.95<td nowrap>€34.95<td nowrap>€36.95<td nowrap>€37.95<tr><td class=grey nowrap>€300<td class=grey nowrap>€499.99<td class=odd nowrap>€33.95<td class=odd nowrap>€37.95<td class=odd nowrap>€39.95<td class=odd nowrap>€39.95<tr><td class=grey nowrap>€500<td class=grey nowrap>€799.99<td nowrap>€35.95<td nowrap>€39.95<td nowrap>€44.95<td nowrap>€44.95<tr><td class=grey nowrap>€800<td class=grey nowrap>€999.99<td class=odd nowrap>€39.95<td class=odd nowrap>€49.95<td class=odd nowrap>€54.95<td class=odd nowrap>€54.95<tr><td class=grey nowrap>€1,000<td class=grey nowrap>€1,499.99<td nowrap>€49.95<td nowrap>€59.95<td nowrap>€64.95<td nowrap>€64.95<tr><td class=grey nowrap>€1,500<td class=grey nowrap>€2,499.99<td class=odd nowrap>€59.95<td class=odd nowrap>€69.95<td class=odd nowrap>€74.95<td class=odd nowrap>€74.95<tr><td class=grey nowrap>€2,500<td class=grey nowrap>€4,999.99<td nowrap>€79.95<td nowrap>€79.95<td nowrap>€84.95<td nowrap>€84.95<tr><td class=grey nowrap>€5,000<td class=grey nowrap>€6,499.99<td class=odd nowrap>€99.95<td class=odd nowrap>€99.95<td class=odd nowrap>€99.95<td class=odd nowrap>€99.95<tr><td class=grey nowrap>€7,500<td class=grey nowrap>€9,999.99<td nowrap>€124.95<td nowrap>€124.95<td nowrap>€124.95<td nowrap>€124.95<tr><td class=grey nowrap>€10,000<td class=grey nowrap>and up<td class=odd nowrap>€149.95<td class=odd nowrap>€149.95<td class=odd nowrap>€149.95<td class=odd nowrap>€149.95</table><table id=shipping_country_tab><tbody><tr><th width=80>Zone 1<td>France, Monaco.<tr><th>Zone 2<td>Austria, Belgium, Germany, Italy, Ireland, Nothern Ireland, Luxembourg, Netherlands, Portugal, Spain, United Kingdom.<tr><th>Zone 3<td>Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Latvia, Lithuania, Poland, Romania, Slovakia, Slovenia, Sweden.<tr><th>Zone 4<td>Norway, Switzerland.</table></div><p class=answer-no>Charges may apply for deliveries to isles (e.g. Isle of Ré, Canary Islands, Balearic islands,...).<p>Additional surcharges may apply to remote areas. Customer service will contact you before delivery if additional surcharges will apply.<p class=answer><a name=q4> </a> <strong> Is the ibis bed a multinational standard ? </strong> <br> <br> There is only 1 ibis standard. <br> The bed we offer for delivery in Great Britain (excluding Scotland) is the one you discovered in our hotels in Britain. <br> <br> The bed we offer for delivery in continental Europe is the one you discovered in our hotels across that region.<p class=answer><a name=q5> </a> <strong> Who is responsible for duties and local tax? </strong> <br> <br> For deliveries outside the European Union, customs duties, local taxes, importation duties and state taxes may be applicable. These taxes and duties will be charged to you and are fully your responsibility.<p class=answer><a name=q6> </a> <strong> What is the returns policy? </strong> <br> <br> According to the European Union directives, the customer is entitled to a withdrawal period of fourteen (14) whole days from the day of receipt of the last item in which to return a product ordered for a refund, if you have changed your mind, if the items received do not match the description given, if they are defective. <br> Items must be sent in their original packaging accompanied with a duplicate of the invoice. Please note that our Customer Service should be informed before products are returned. Returns are to be sent to the address below: <br> <br> IBISSTORE <br> eCommerce Logistique chez SeD Logistique <br> Zone Industrielle de Moimont <br> 1 Rue Jean Jaurès - Bâtiment C <br> 95670 Marly-la-Ville <br> FRANCE <br><p class=answer><a name=q7> </a> <strong> Secure payments </strong> <br> <br> For data collected online, we use the SSL (Secure Socket Layer) protocol, which guarantees a high level of protection. This means that online transactions and payments made on www.ibisstore.com are totally secure. <br> When you complete your order, and enter your bank card details, the authorisation request is automatically transmitted in encrypted mode. <br> All transmitted information is coded, and the confidentiality and security of your transactions is guaranteed. <br> Your bank card number is encrypted. You can therefore shop online safely. <br> Any information you provide us with will be treated in a confidential manner. This is an integral part of our personal data protection policy.<p class=answer><a name=q8> </a> <strong> Payment by Cheque </strong> <br> <br> If you wish to pay for your order by cheque, please send your payment to: <br> <br> HOTELS AT HOME <br> IBISSTORE <br> 163 RUE DE LA BELLE ETOILE <br> BUSINESS PARK PARIS NORD 2 - BÂT 6B <br> 95700 ROISSY EN FRANCE, FRANCE <br> <br> Please write your cheque out to: HOTELS AT HOME, indicating the order number on the back of the cheque.</p><br><p class=answer><a name=q9> </a> <strong> What are your General Sales Conditions? </strong> <br> <br> You can view our general sales conditions by <span style="text-decoration: underline;"> <a href=https://ibisstore.com/cgv/ibis-store/cgv-ibieu-en.pdf target=_blank> clicking here </a> </span> .<p class=answer><a name=q10> </a> <strong> What product care advice do you offer? </strong> <br> <br> To make sure you always enjoy a happy sleep with your ibis bed, we suggest you follow these recommendations. <br> Air your bedroom and open the windows to help keep bedding fresh and comfortable. <br> <br> <strong> The topper: </strong> <br> We recommend treating stains by hand. To protect the topper's technical characteristics, never machine wash it. We also strongly recommend the use of a mattress protector for further protection. <br> <br> <strong> The mattress and its 3D fabric: </strong> <br> We recommend removing surface soiling and treating stains as quickly as possible. For spot cleaning, use a cloth or absorbent paper to blot the affected area. Next, spray with a carpet cleaner and let it set. Finally, blot the treated area. Repeat if necessary. <br> To keep the filler evenly distributed, we recommend you vigorously pat the mattress on a regular basis. <br> <br> <strong> The bed base and its 3D fabric: </strong> <br> See care instructions for the mattress and fabric above. <br> <br> <strong> The ibis Duvet and Pillow: </strong> <br> Wash at 40°C max. Do not bleach. Do not dry-clean. Use a well-filled drum starting at low speed. Do not use solvents.</div></div></div></div></div><script>$j('document').ready(function () {
                        EsNewsSubscribers.setCookieLiveTime(90);
                                    EsNewsSubscribers.setCookieName('es_newssubscribers');
                        EsNewsSubscribers.setBaseUrl('https://ibisstore.com/en/');
        });</script><div id=esns_background_layer><div id=esns_box_layer><div id=esns_box_close>×</div><div id=esns_box_title><div id=esns_box_block_2>Sign Up <br> For Updates From ibis Store</div></div><div id=esns_box_subscribe><div id=esns_box_subscribe_response_error></div><div id=esns_box_subscribe_response_success></div><div id=esns_box_subscribe_form><div id=esns_box_subscribe_input><input placeholder="Enter your e-mail address"id=esns_email></div><div id=esns_box_subscribe_submit><button id=esns_submit>Subscribe</button><script>var studiofortyRecaptchaIsEnabled = false;</script></div><span class=subscribers-popup-details> By registering your email address, you agree to receive the marketing news of Ibis Store by email. You can unsubscribe at any time via the links in each of our emails. </span></div></div></div></div><div class="cookienotice-container cookienotice-bar cookienotice-bar-bottom"id=cookienotice-container><div class=cookienotice-content><div class=cookienotice-message>By continuing your visit on this site, you accept the use of cookies to propose you customized services and adapted offers. <a title="<br>For more informations and set up your cookies"class=cookienotice-page-link href=https://ibisstore.com/en/legal-information target=_blank> <br> For more informations and set up your cookies </a></div><div class=cookienotice-button-container><a class=cookienotice-button id=cookienotice-close-button title=Close> <strong> x </strong> </a></div></div></div><script>/**
         * Cookie Set : Notice has been shown
         */
        createCookie('ow_cookie_notice', 'shown', 31);

                /**
             * Clicking the close button removes the notice
             */
            $('cookienotice-close-button').observe('click', function(event) {
                $('cookienotice-container').remove();
                /**
                 * Cookie Set : Notice has been closed
                 */
                createCookie('ow_cookie_notice', 'closed', 31);
                    });
    
    

        /**
         * Cookie Set JS Function
         */
        function createCookie(name, value, days) {
            if (days) {
                var date = new Date();
                date.setTime(date.getTime() + (days * 24 * 60 * 60 * 1000));
                var expires = "; expires=" + date.toGMTString();
            } else {
                var expires = "";
            }
            document.cookie = name + "=" + value + expires + "; path=/";
        }</script></div><div class=footer-container><div class=footer><div class=footer-newsletter><div class=container><span class=footer-news> Stay Connected to ibis Store </span><br><form onsubmit='ga("send","event","eNews Subscription","Subscribe","footer",1)'action=https://ibisstore.com/en/newsletter/subscriber/new/ id=newsletter-validate-detail method=post><input class="input-text validate-email-small"placeholder="Enter Your E-Mail"title="Sign up for our newsletter"id=newsletter name=email type=email><input id=hid_subscribe name=hid_subscribe type=hidden value=1><div class="cta-wrapper cta-wrapper-white"><button class=sticky-footer-number-call title=Submit>Sign Me Up</button><script>var studiofortyRecaptchaIsEnabled = false;</script></div></form><span class=subscribers-details> By registering your email address, you agree to receive the marketing news of ibis Store by email. <br> You can unsubscribe at any time via the links in each of our emails. </span><script>//<![CDATA[
    $j('document').ready(function () {
        var newsletterSubscriberFormDetail = new VarienForm('newsletter-validate-detail');
    });

    Event.observe('newsletter-validate-detail','submit', function(e){
        e.preventDefault();
        if(studiofortyRecaptchaIsEnabled){
            invisibleCallback_newsletterForm(); // will run onInvisibleCaptchaSubmit_newsletterForm once done
        }
        else {
            onInvisibleCaptchaSubmit_newsletterForm();
        }
    });

        var onInvisibleCaptchaSubmit_newsletterForm = function() {
        var idFormNewsletter = "newsletter-validate-detail";
        $(idFormNewsletter).submit();
    }
    //]]></script></div></div><div id=contact-form><form action=https://ibisstore.com/en/contacts/index/post/ id=contactForm method=post><div class=fieldset><p>ibis Store welcomes all the questions, suggestions and comments regarding our products, our site and our services.<p>Please kindly use the following form and select the subject that corresponds to your requests.<ul class=form-list><li class=field><label class=required for=name>First Name</label> <div class=input-box><input class="input-text required-entry"title="First Name"id=name name=name></div><li class=field><label class=required for=name>Last Name</label> <div class=input-box><input class="input-text required-entry"title="Last Name"id=name name=name></div><li class=field><label class=required for=email>Email</label> <div class=input-box><input class="input-text required-entry validate-email"id=email name=email title=Email></div><li class=field><label for=telephone>Telephone</label> <div class=input-box><input class=input-text id=telephone name=telephone title=Telephone></div><li class=field><label for=telephone>Subject</label> <div class=input-box><select class=required-entry id=subject name=subject><option value>Select from the list<option value="Order Help">Order Help<option value="Order Status">Order Status<option value=Returns/Exchanges>Returns/Exchanges<option value="Website Feedback">Website Feedback<option value="Technical Issue">Technical Issue<option value=Other>Other</select></div><li class=field><label class=required for=comment>Comment</label> <div class=input-box><textarea class="required-entry input-text"cols=5 id=comment name=comment rows=3 title=Comment></textarea></div></ul></div><div><button title=Submit>Submit</button><script>var studiofortyRecaptchaIsEnabled = false;</script></div><div><p>In application of the French law of 6 January 1978 relative to information technology, computer files and freedom, you have the right to access, to modify and to delete your personal information. All requests and claims should be addressed to: ibis/HOTELSATHOME - 163, rue de la Belle Etoile - Business Park Paris Nord 2 – Bât 6B - 95700 ROISSY EN FRANCE- France.</div></form><script>//<![CDATA[
    $j('document').ready(function () {
        var contactForm = new VarienForm('contactForm', true);

        Event.observe('contactForm', 'submit', function (e) {
            e.preventDefault();
            if(studiofortyRecaptchaIsEnabled){
                invisibleCallback_contactForm(); // will run onInvisibleCaptchaSubmit_newsletterForm once done
            }
            else {
                onInvisibleCaptchaSubmit_contactForm();
            }
        });

    });

        var onInvisibleCaptchaSubmit_contactForm = function () {
            $('contactForm').submit();
    }
    //]]></script></div><ul class=footer-list><li class=servClientNav><h2>ibisstore.com</h2> <h3><a href=https://ibisstore.com/en/faq> FAQ </a></h3> <h3><a href=https://ibisstore.com/en/legal-information> Legal information </a></h3> <h3><a href=https://ibisstore.com/en/general-sales-conditions> General sales conditions </a></h3><li class=servClientNav><h2>Contact-Us</h2> <h3><a href=tel:+33-1-41-51-54-25> +33 1 41 51 54 25 </a></h3> <h3>Monday - Friday / 8AM - 7PM</h3> <h3><a onclick="return showForm('contact-form', 'CONTACTEZ-NOUS')"class=email href=#> E-mail </a></h3> <h3><a class="livechat_button ic chat"onclick="window.open(this.href,'targetWindow','toolbar=no,location=no,status=no,menubar=no,scrollbars=yes,resizable=yes,width=500,height=500');return false;"href=https://lc.chat/now/2110591/27> <span> Chat Live </span> </a></h3></ul><a class=logo-footer href=https://ibis.accorhotels.com/united-kingdom/index.en.shtml title=ibis> <img alt="ibis Store"src=https://ibisstore.com/skin/frontend/default/ibis//images/logo-ibis.png> </a><address>© 2021 IBIS. The names, brands and logos shown on this site are trademarks registered by ACCOR SA and Accor Group subsidiaries among them IBIS, IBIS HOTELS brands owner. All rights reserved.</address></div><div style="display: none;"id=pop-overlay></div></div></div>