Frequently Asked Questions

The expected delivery time is shown on the webshop and in the shopping cart. Some products have a longer delivery time than others, so please take this into account. This delivery time applies when payment is received immediately at the time of ordering. 

Since we work with multiple delivery partners, it is possible that part of your order arrives earlier than another part. Please also keep in mind that the stated delivery time is an estimate, in exceptional cases, delivery may take slightly longer. During peak periods such as Black Friday, the Christmas season, and other busy times, deliveries may take longer than usual. We do our best to keep any inconvenience to a minimum.

Our Tuur® Pillows are delivered via PostNL.

Our Tuur® Toppers are delivered via PostNL.

Our Tuur® Bedding is delivered via PostNL.

Tuur® Mattresses are delivered by a specialised service. This is an exclusive service that handles both delivery and installation. You will receive an email with a calendar where you can select the day that suits you best for delivery. 

On the day of delivery, you will receive a 3-hour time slot during which the delivery team will come by. The mattress is brought to the room of your choice, unpacked for you, and placed on your bed base. All packaging materials are taken away. Please note: the hard plastic packaging must be kept in case of a potential return. 

This delivery and installation service is available for customers in Belgium and the Netherlands. Please note: the mattress will only be installed if a bed base is present (slatted base, box spring, sprung base, etc.).

Accessories, textiles, pillows and toppers:
PostNL will attempt to deliver the package to your home once. If you are not home, it will be taken to a nearby collection point. You then have 7 days to collect the package before it is returned to us. 

Mattresses and box springs:
The delivery of your mattress and/or box spring is only carried out on a specific day chosen by you. We therefore strongly encourage you to be home on that day. Unexpectedly unable to be there due to unforeseen circumstances? Please let us know as soon as possible and we will work together with you and our courier to find a solution. Please note that cancellations made too late, meaning the day before the appointment, before 4:00 PM will incur a fee of €12.95.

Check the track & trace code that was sent to you, it will often provide more information about your package. Can't find any further information? Contact us. Please make sure to have your name and order number (starting with TSW) ready. This way we can quickly look up the status of your order and help you further!

Ordered the wrong size? No problem, but please note that costs are involved. Get in touch with us via email and we'll work out a solution together. The following return costs apply: 

• Pillows and bedding: €4.95
• Mattresses and toppers: €12.95 

Ordered the right size, but received the wrong one? That's not supposed to happen! Please take photos of the product and the label and send us an email. We will then arrange to take the Tuur® product back and send you the correct one as soon as possible.

It won't cause any immediate harm to leave the mattress or topper in the box for a few days, but we recommend unpacking it as soon as possible. 

A mattress or topper can remain rolled up for a maximum of 2 weeks without any loss of quality. If the mattress or topper stays in the box for longer than 2 weeks, this may result in quality loss and any warranty claim will no longer be valid. Would you like to order now but prefer a later delivery date? Get in touch with us and we'll make a note of it for you.

Yes, at Tuur® you can easily pay after delivery. We work together with various partners to give you plenty of flexibility, so you can choose the option that suits you best. These are your options: 

• Klarna: Pay for your purchases after 31 days at 0% interest. Available for orders up to €1,500. Available for customers from the Netherlands and Belgium. After purchase, you make the payment to Klarna, who becomes the credit provider from that point on.
• In3: Pay in 3 instalments at 0% interest. You pay 1/3 of the purchase amount at the time of ordering, the second part after 30 days, and the final part after 60 days. Available for orders from €100 to €3,000. Only available for customers from the Netherlands. After purchase, you make the payment to in3, who becomes the credit provider from that point on.
• CreditClick: With CreditClick, you take out a loan for a term of your own choosing. Only available for customers from the Netherlands. Please note: borrowing money costs money.

At Tuur® we accept all common payment methods for consumers from the Netherlands and Belgium. In addition, we also offer a wide range of flexible payment options. The choice is yours. Tuur® never charges any transaction fees.

Classic payment methods:

• iDEAL: Debit payment method. Only available for customers of Dutch banks.
• Bancontact: Debit payment method. Only available for customers of Belgian banks.
• Visa / Mastercard: Pay with your Visa or Mastercard. Both credit, prepaid, and debit cards from these issuers are accepted. Available worldwide.
• Bank transfer: Pay via SEPA European bank transfer. As soon as we have received your payment, we will ship your order. Available for all customers in the European Union.

• Klarna: Pay for your purchases after 21 days with 0% interest. Available for orders up to a maximum of €1,500. Available for customers from the Netherlands and Belgium. After purchase, you settle the payment with Klarna. Klarna is the credit provider from that moment on.
• In3: Pay in 3 instalments with 0% interest. You pay 1/3 of the purchase amount at the time of ordering. You then pay the second part of the purchase amount after 30 days, and the final part after 60 days. Available for orders from €100 to €3,000. Only available for customers from the Netherlands. After purchase, you settle the payment with In3. In3 is the credit provider from that moment on.
• CreditClick: With CreditClick you take out a loan for the term of your choice. Only available for Dutch customers. Please note! Borrowing money costs money.
• Alma: With Alma you can pay in instalments at Tuur®. This is only available for our Belgian customers.
• Amex: An international credit card company offering secure payments and premium financial services.
• PayPal: A global online payment platform that allows you to send and receive money quickly and reliably without sharing your card details.

At Tuur® we understand that mistakes can happen when placing an order. Don't worry, we're here to help! If you accidentally ordered too much or too little, follow these steps: 

1. Contact us as soon as possible.
2. If your package has not yet been shipped, we can modify your order.
3. Once we have modified your order, you will receive a confirmation email from us.
4. If it is no longer possible to modify your order, we will work with you to find an alternative solution.

If the order has already been shipped, we are unfortunately required to charge additional costs:

• For small items (pillows, bedding): €4.95.
• For a topper (both Mono and Original topper) or mattresses: €12,95
• Not at home or cancelled too late? In that case, we will charge €12.95

At Tuur® you enjoy an extensive trial period of 120 nights! We want you to be completely satisfied with your Tuur® product, so we give you the opportunity to test it comfortably at home. Does the product not quite meet your expectations? Don't worry, returning it is easy and free of charge*. 

After we have received and inspected the return for any damage (we trust that you will treat your Tuur® product with care), we will refund the purchase amount via the original payment method. 

However, it is important to note that your body needs time to adjust to a new mattress, topper, pillow, etc. Therefore, we recommend trying the product for at least three to four weeks before making a decision. Your comfort is our priority at Tuur® and we stand behind the quality of our products.

*Only applicable for orders in Belgium, The Netherlands, Germany and Luxembourg.

No problem! Contact us as soon as possible for a modification. Depending on the adjusted size, we will either refund the difference or send you an invoice to cover the difference. 

If the order has already been shipped, we are unfortunately required to charge additional costs: 

• For small items (pillows, bedding): €4.95
• For a topper (both Mono and Original topper) or mattresses: €12.95
  
• Not at home or cancelled too late? In that case, we will charge €12.95.

After you have sent an email with your return request, we will send you a free return label. This will also be sent via email, you can print the return label and drop off the package at a drop-off point near you. 

We will refund the full purchase amount (including any shipping and payment costs) as soon as possible, but no later than within 14 days after receipt of the withdrawal notice. However, we may wait with the refund until we have received the products, or until you have demonstrated that you have sent them. 

If you use our return label, please note that the risk of the return shipment remains with you as the consumer. Should the product get lost during the return, this is at your risk. We therefore recommend (for higher order values) insuring your shipment and keeping proof of postage.

After you have sent an email stating that you wish to return the topper, we will look into how to arrange this together. 

• The Original Topper: for some sizes, we will arrange a collection at your address; for others, you will receive a return label. Please contact our customer service for more information.
• The Tuur® Mono Topper: can easily be returned using a return label you will receive from us, and dropped off at a postal point. 

The refund will follow no later than 14 days after receipt of your product. If you use our return label, please note that the risk of the return shipment remains with you as the consumer. Should the product get lost during the return, this is at your risk. We therefore recommend (for higher order values) insuring your shipment and keeping proof of postage. 

Please note that if you live in an apartment building, the collection will take place at the first door, often the communal entrance, and not at your front door or on your floor.

After you have sent an email with your return request, we will send you a free return label. This will also be sent via email, you will need to print the return label and can then drop off the package at a drop-off point near you. 

We will refund the full purchase amount (including any shipping and payment costs) as soon as possible, but no later than within 14 days after receipt of the withdrawal notice. However, we may wait with the refund until we have received the products, or until you have demonstrated that you have sent them. 

If you use our return label, please note that the risk of the return shipment remains with you as the consumer. Should the product get lost during the return, this is at your risk. We therefore recommend (for higher order values) insuring your shipment and keeping proof of postage.

You can return your order (or part of it) by sending an email to service@tuursleep.com. You will then receive a return label from us, allowing you to return the product free of charge. Please clearly state in your email that you wish to withdraw from the purchase agreement and cancel it. Include the following details in your return request: 

The name under which the order was placed: required
The address to which the order was shipped: required
If different from the shipping address: the billing address: optional
Your order number, starting with TSW: optional
The items you wish to return from the order: required
The reason for the return: optional 

Would you prefer to return the order using a courier of your choice? That is possible, at your own expense. You can return the items to Tuur, Noordlaan 2, 8520 Kuurne (Belgium). Please include a letter with the following details: Please clearly state in your letter that you wish to withdraw from the purchase agreement and cancel it. Include the following details in your return request:

The name under which the order was placed: required
The address to which the order was shipped: required
If different from the shipping address: the billing address: optional
Your order number: optional
The items you wish to return from the order: required
The reason for the return: optional
Date & signature: required 

You can notify us within 120 days that you wish to exercise your right of return. After registering the return, you then have 14 days to actually return the products. 

If you use our return label, please note that the risk of the return shipment remains with you as the consumer. Should the product get lost during the return, this is at your risk. We therefore recommend (for higher order values) insuring your shipment and keeping proof of postage. You can also make use of the European model withdrawal form to notify us that you wish to withdraw from the purchase. However, use of this form is not mandatory.

After you have sent an email with a return request, we will schedule a collection. Please repack the bed frame and have it ready at your front door for collection by our courier services. 

Please note that if you live in an apartment building, the collection will take place at the first door, often the communal entrance, and not at your front door or on your floor.

Once you have sent us an email with a return request, we will arrange the collection for you. Our courier service will come to your front door to pick up the mattress. Please note that if you live in an apartment building, the mattress will be collected at the first door, often the communal entrance, and not at your front door or on your floor. 

The mattress must, where reasonably possible, be placed back in its original packaging (hard plastic). This way we avoid any damage during transport.If you do not use hard plastic to pack the mattress, Tuur® reserves the right to charge for any reduction in value if damage has occurred as a result. If desired, Tuur® can send new packaging material, for which a supplement of €10 will be charged.

We will refund the full purchase amount (including any shipping and payment costs) as soon as possible, but no later than within 14 days after receipt of the withdrawal notice. However, we may wait with the refund until we have received the products, or until you have demonstrated that you have sent them.

After you have sent an email with a return request, we will schedule a collection. The boxspring will be collected at your front door by our courier services. We ask you to repack the boxspring to avoid any damage during transport. 

We will refund the full purchase amount (including any shipping and payment costs) as soon as possible, but no later than within 14 days after receipt of the withdrawal notice. However, we may wait with the refund until we have received the products, or until you have demonstrated that you have sent them. 

Please note that if you live in an apartment building, the collection will take place at the first door, often the communal entrance, and not at your front door or on your floor.

At Tuur® we believe it is very important to treat our planet sustainably. A returned product is therefore given a second life. We do this in 2 ways: 

• Hotels and guest accommodations: Many of our returned products are sold to hotels and guest accommodations. For them, this is an economical solution for purchasing high-quality mattresses. In that sector, it is of course no problem that someone has already slept on it before, as many more guests will follow.
• Recycling: Covers, textiles, and cores that can no longer be used due to careless use by the first owner are taken apart and go through a specialised recycling process per material. This allows us to recycle both the fabrics (mostly into felt) and the latex (mostly into insulation material or compressed into sports equipment). 

In any case, nothing ever ends up with another new Tuur® customer, and we do not participate in harmful practices such as destroying or burning returns.

A Tuur® Topper has several benefits: 

1. Adds an extra comfort layer: With one of our Tuur® Toppers, you can take the comfort of your mattress to the next level. The soft, high-quality materials create a luxurious sleep environment, allowing you to enjoy a blissful night's sleep every night. The topper adds an extra layer of softness to your bed, resulting in a wonderfully comfortable sleep experience.
2. Bridges the gap between two mattresses: Do you have two separate mattresses on your bed and find it annoying when a gap appears between them? A topper is designed to bridge that gap. You'll no longer be bothered by that uncomfortable opening between your mattresses, allowing you to sleep undisturbed and feel more comfortable than ever before.
3. Extends the lifespan of your mattress: Your mattress is an investment in your sleep comfort, and you want to enjoy it for as long as possible. A topper can help extend the lifespan of your mattress. By providing an extra protective layer, the topper helps reduce wear and pressure, allowing your mattress to last longer and giving you many more years of quality sleep. 

Please note: If your mattress is older than 10 years or simply worn out, we recommend seriously considering the purchase of a new mattress rather than buying a topper. A topper cannot work miracles on a mattress that is already past its best.

The cover of our Tuur® Toppers is washable at 30°C. Please note that they are not suitable for the tumble dryer.

Our Tuur® Original Topper has a height of 8 centimetres. The Tuur® Mono Topper has a thickness of 4 centimetres.

If you're wondering which Tuur® Topper best suits your needs, we're happy to point you in the right direction. 

• The Tuur® Mono Topper: This topper is specially designed for those who feel their mattress is too firm. If ergonomic comfort is important to you, the Tuur® Mono Topper can offer an improvement. It is important to note, however, that it won't suddenly turn a mattress with poor ergonomic properties into an ergonomic wonder.
• The Tuur® Original Topper: If you're looking for truly ergonomic comfort and a softer sleep experience, the Tuur® Original Topper is the right choice for you. This topper not only adds ergonomics but also provides a softer lying surface. It can be a solution for those who experience physical discomfort during or after sleeping and want to relieve it. 

At Tuur®, we understand that your sleep needs are unique. That's why we offer various topper options, so you can find the perfect addition to your sleep system. Want to know more? Check out our extensive page about our Tuur® Toppers here.

Our classic Tuur® Pillow (40x60cm) is 12 centimetres high.
Our Tuur® Pillow (60x60cm & 60x70cm) is 15 centimetres high.
The Tuur® Cocoon Pillow is 15 centimetres at its highest point, but features a recess of 8 to 9 centimetres designed for stomach sleepers.

The covers of our Tuur® Pillows are washable at 30°C. Please note that they are not suitable for the tumble dryer.

The best mattress for back pain depends on your sleeping position and type of complaints, but medium to medium-firm support is always the starting point. 

• Side sleeper + pressure points -> Tuur® Original (natural latex, high point elasticity)
• Back sleeper + lower back pain -> Tuur® Spring (pocket spring + natural latex)
• Too soft = pelvis sinks | Too firm = pressure points on shoulders and hips

Yes, every Tuur® mattress comes with a 120-night trial period. Not satisfied? We pick it up for free and give you a full refund. (Only available in Belgium, The Netherlands and Germany)

• Free collection and full refund, no questions asked
• Want to try first? Find our retail partners at tuursleep.com

Tuur® Mattresses are compatible with any type of bed base, both fixed and (electrically) adjustable. When using a Tuur® Mattress, it is best to set the zones of your bed base as neutral as possible. Our Tuur® Mattresses already have a 7-zone ergonomic core that supports your body parts in the correct way. Adding additional zoning through your bed base can have a negative effect on the quality of your sleep comfort and on the lifespan of your mattress. 

Important: a Tuur® Mattress must always be placed on a bed base. Placing your mattress directly on the floor can cause issues that are not covered by the warranty. The use of a bed base is mandatory. 

Not sure whether your bed base is still of sufficient quality? Feel free to contact us. Any damage to the mattress as a result of a poor-quality or insufficiently quality bed base is not covered by our warranty conditions.

Both are breathable and resilient, but latex has higher point elasticity and a longer lifespan; cold foam ventilates slightly better and is more accessible in price. 

• Latex: point elastic, 12-15 years, ideal for side sleepers
• Cold foam: even support, 8-10 years, ideal for hot sleepers
• Use the free Mattress Test to find the best choice for you

The Tuur® Original, the Tuur® Original Plus Mattress and the Tuur® Pure Mattress are reversible. Not comfortable with the side you're sleeping on? No problem! You can easily flip the mattress. 

The Tuur® Spring Mattress is also reversible but does not offer any difference in comfort. Tried both sides and still not comfortable? Contact us and we'll give you personalised advice about your sleep comfort.

Tuur® Mattresses are ready for your first nap or your first night's sleep 6 hours after unpacking.

You don't need to worry about the delivery process, as we rely on a specialised courier service to deliver your Tuur® Box Spring. This professional delivery service ensures that your box spring arrives safely and without any damage.* 

Our delivery service goes one step further. They bring the box spring directly to the room of your choice, even up to the third floor. If your building has a lift, there is no limit to the number of floors we can reach. Upon delivery, our external partners also take care of a professional and careful installation. 

We also include an informative booklet with all the details and background information about your box spring. Any further questions about our delivery procedure? Don't hesitate to get in touch with us. We're always ready to help.

*Installation only available for The Netherlands and Belgium.

At Tuur® Box Springs, we strive for sustainability and quality in every aspect of our products. Here you'll find more information about the materials we use in our box springs. 

• Upholstery: 85% recycled polyester, 15% cotton Our Tuur® Box Spring is upholstered with a high-quality fabric consisting of 85% recycled polyester and 15% cotton. This choice of recycled materials fits perfectly with our commitment to sustainability and reducing our ecological footprint. The fabric not only provides comfort but also helps reduce waste and give used materials a new life.
• Inner frame: 100% certified pine wood, comfort springs, recycled fabric protective layer, 2 cm high resilience comfort layer The inner frame is made from 100% certified pine wood, sourced from sustainably managed forests. We also use comfort springs for excellent support, a recycled fabric protective layer, and an additional 2 cm high resilience comfort layer for an optimal night's sleep.
• Headboard: 100% certified recycled chip board Our headboards are made from 100% certified recycled chip board. This means we use recycled materials to create functional and aesthetic headboards, contributing to waste reduction and the reuse of raw materials.
• Legs: 100% certified solid beech Our legs are made from 100% certified solid beech, sourced from responsibly managed forests. Sustainable and sturdy.

The Tuur® Box Spring can support a weight of up to 120 kilograms per sleeping surface. For a double box spring, this means a maximum load of 240 kilograms.