General Terms and Conditions of Sale.
Effective date October 11, 2023.

Applicability of General Terms and Conditions of Sale.
These terms and conditions apply to all your purchases made personally in one of our Dorelan stores or offices in the Netherlands. The online terms and conditions apply when you make a purchase from us online (remotely via e-mail, via the webshop or by telephone).

Prices.
All prices on our website and in our stores are in EURO including the sales tax due.

Order confirmation.
If you make a purchase from us, you will receive an order confirmation, this is also your purchase agreement. Your unique order number is stated on the order confirmation. If you contact us, always mention this number. The order confirmation also states an expected delivery time. As soon as we become aware that the actual delivery period differs, we will inform you as soon as possible.

Deposit.
When entering into the purchase agreement, we ask for a deposit of 25%. You have to pay the remaining amount upon (partial) delivery of the order. You can transfer the amount to us up to 2 working days before the delivery appointment. In some cases, we will also send you a payment link, which you can easily use. You can transfer the amount to bank account  number NL34ABNA0101373775 stating your order / invoice number.

Change order.
Changes are not possible. Any written requests for change via info@dorelan.nl will be processed up to 2 days after the purchase. If a change in the order of a mattress, bed base, bed or box spring can possibly be realized, the amount of the purchase price will never be reduced. Any additional costs will be charged extra together with an administration fee of euro 100,-. If you still want to continue the change from 2 days after purchase, we will charge the cancellation costs. In the case of items that have been specially produced in accordance with your wishes, there is a chance that the order can unfortunately no longer be cancelled or changed. If you still wish to cancel in that case, we are always forced to charge cancellation costs.

Delivery and assembly.
We deliver and assemble throughout the Netherlands. With the exception of Texel, we do not provide assembly services on the Wadden Islands. Delivery and assembly in Belgium is on request. Delivery in Germany, Luxembourg and North France is on request. If the surface is not flat, we cannot guarantee the stability of the product. Dorelan is not responsible if the products do not fit or cannot be mounted in the place you have in mind. Different delivery conditions apply to showroom models. Ask for this in the store.
Return of old mattresses.
In some cases, we have the possibility to take your old mattress (es) back and dispose of them. Ask for the possibilities when purchasing. If we agree to dispose of your old mattress or bed, the following contributions to the expenses will be charged extra. Euro 25,- per old mattress and euro 50,- per 1- or 2-person bed. If old mattresses and/or beds are removed by one of our logistics partners, different rates may apply. We do not dispose of other items, unless otherwise agreed at the time of purchase.

Delivery costs.
All orders with a total price from € 150, – we deliver for free in the Netherlands. For orders up to €150,- you will be charged €15,- for transport costs. Delivery costs are stated separately on the order confirmation. Delivery costs abroad are on request.

Making a delivery appointment.
As soon as we have received your order, we or one of our distribution partners will contact you to make a delivery appointment. After we have made an appointment with you, we assume that we will find you at home to receive the goods. No later than the working day before the delivery appointment made, you will receive a time indication of the delivery by e-mail and / or by SMS. If you are unable to attend the delivery appointment, you must report this at least two working days before the delivery appointment via 06-31779788. After that, it is unfortunately no longer possible to change or cancel the appointment free of charge. In case of late cancellation of the appointment or not meeting at home on the day of delivery, we are unfortunately forced to charge € 100 for this.

Change your delivery address.
Changing the delivery address is possible in consultation with us. Additional charges may apply.

Details regarding the delivery of the order.
Our delivery service, or external partners engaged by us, deliver the products where you indicate that you can best use them, with the exception of orders that are sent by parcel post. You must ensure that at the time our delivery service comes to deliver the order, the passage is free of obstacles. This is to prevent damage. You are responsible for ensuring good accessibility of the space where the order must be delivered. If that is not possible, any related costs will be borne by you. In order to ensure the smooth delivery of your order, we would like to ask you to inform us before purchase if: • our truck cannot reach the house; • the stairwell is not spacious enough to deliver the order; • there are other special circumstances that play a role in the delivery of the order. If we have not been informed in advance of possible special circumstances or difficulties with regard to reaching the house and / or bedroom, Dorelan Nederland BV is not liable for any consequences thereof. If tools are required for the delivery of your order, such as a (moving) lift or crane, you must take care of this. If you wish, Dorelan can take care of this against reimbursement of the costs. You must at all times ensure that any necessary permits have been arranged.  Our delivery service delivers your order in compliance with all safety regulations. This means, for example, that they are not allowed to take off their safety shoes and that they must always place a scaffolding on a solid surface (not being a flat roof).

Delivery.
Delivery of your order by our own delivery service:  Our delivery service starts delivering products to the first customer of that day at 07:30 in the morning. In principle, our delivery service does not deliver in the evening and not on weekend days, unless otherwise indicated during the purchase.

Delivery of your order by our external partner:
 It is possible that your order is delivered (and assembled) by one of our external partners. We only work with external partners who offer the quality and service that suits Dorelan. If your order is delivered by one of our external partners, you will be informed in advance. If we have not made a delivery appointment with you, our partner will contact you to make a delivery appointment. You can pay the remaining amount on delivery with our external carrier. This can preferably be done by pin or in some cases by cash payment. Always check the payment options in the transfer confirmation email.

Packaging.
All our products are carefully packed to prevent damage during transport. We carefully unpack everything at the place where the order must be placed and / or assembled. We will take the packaging material back for you.

Reception and control.
After delivering and possibly assembling and placing the products, our delivery service will check the delivered products with you. Check carefully whether all ordered products have been delivered and whether the (assembled) products do not contain visible defects or are damaged. If you notice defects or damage, please indicate this clearly. The delivery person will then state this on the receipt. The Customer Service department will then contact you to repair the defect. If the products are sent, the delivery takes place by a parcel service. In this case, the delivery person will not check the goods with you. However, check carefully whether all ordered products have been delivered and that they do not contain any visible defects or are damaged. If you find defects or damage after checking these products, please contact our Customer Service department via telephone number 06-31779788.

Payment terms.
Our delivery service may only deliver goods that have been paid in full or are paid for on delivery. The delivery service is obliged to take the products to be delivered with them in case of non-payment of the total amount at the time of delivery. Do you have a complaint about (part of) the order upon delivery? Then you can pay an adjusted amount proportionally upon delivery. You then pay the remaining amount when we have solved the problem. For security reasons, we ask you to pay by debit card. In some cases you can also pay cash at the delivery staff. If this is not the case, we will inform you in good time. It is possible that the bank has a limit on the amount you can pay per day with your debit card. This limit depends on the bank you are a customer of and can vary per customer. Please contact your bank about this. In most cases it is possible to adjust the limit once. At most banks you can also arrange this yourself online.

Retention.
Dorelan retains ownership of all goods delivered by it until the buyer has fully fulfilled all his/her payment obligations (including any related (collection) costs and interest).

Returns procedure.
Purchases that you have personally ordered in a Dorelan store or office cannot be returned.

Complaints.
If you have a complaint, you can contact our Customer Service department via info@dorelan.nl.

General Online Terms and Conditions of Sale.
Effective date October 11, 2023.

Applicability of General Terms and Conditions of Sale.
These terms and conditions apply to all your purchases in one of our Dorelan stores in the Netherlands. The online terms and conditions apply when you make a purchase from us remotely (online in the webshop or via e-mail or telephone).

Prices.
All prices on our website and in our stores are in EURO including the sales tax due.

Order confirmation.
If you make a purchase from us, you will receive an order confirmation, this is also your purchase agreement. Your unique order number is stated on the order confirmation. If you contact us, always mention this number. The order confirmation also states an expected delivery time. As soon as we become aware that the actual delivery period differs, we will inform you as soon as possible.

Deposit.
When entering into the purchase agreement, we ask for at least a (down) payment of 25%. If applicable, you must pay the remaining amount upon (partial) delivery of the order. You can transfer the amount to us up to 2 working days before the delivery appointment. In some cases, we will also send you a payment link, which you can easily use. You can transfer the amount to bank account  number NL34ABNA0101373775 stating your order / invoice number.

Change order.
Changes are not possible. Any written requests for change via info@dorelan.nl will be processed up to 2 days after the purchase. If a change in the order of a mattress, bed base, bed or box spring can possibly be realized, the amount of the purchase price will never be reduced. Any additional costs will be charged extra together with an administration fee of euro 100,-. If you still want to continue the change from 2 days after purchase, we will charge the cancellation costs. In the case of items that have been specially produced in accordance with your wishes, there is a chance that the order can unfortunately no longer be cancelled or changed. If you still wish to cancel in that case, we are always forced to charge cancellation costs.

Delivery and assembly.
We deliver and assemble throughout the Netherlands. With the exception of Texel, we do not provide assembly services on the Wadden Islands. Delivery and assembly in Belgium is on request. Delivery in Germany, Luxembourg and North France is also on request. If the surface is not flat, we cannot guarantee the stability of the product. Dorelan is not responsible if the products do not fit or cannot be mounted in the place you have in mind. Different delivery conditions apply to showroom models. Ask for this in the store.
Return of old mattresses.
In some cases, we have the possibility to take your old mattress (es) back and dispose of them. Ask for the possibilities when purchasing. If we agree to dispose of your old mattress or bed, the following contributions to the expenses will be charged extra. Euro 25,- per old mattress and euro 50,- per 1- or 2-person bed. We do not dispose of other items, unless otherwise agreed at the time of purchase.

Delivery costs.
All orders with a total price from € 150, – we deliver for free in the Netherlands. For orders up to €150,- you will be charged €15,- for delivery costs. These costs are stated separately on the order confirmation. Delivery costs abroad are on request.

Making a delivery appointment.
As soon as we have received your order, we or one of our distribution partners will contact you to make a delivery appointment. After we have made an appointment with you, we assume that we will find you at home to receive the goods. No later than the working day before the delivery appointment made, you will receive a time indication of the delivery by e-mail and / or by SMS. If you are unable to attend the delivery appointment, you must report this at least two working days before the delivery appointment via 06-31779788. After that, it is unfortunately no longer possible to change or cancel the appointment free of charge. In case of late cancellation of the appointment or not meeting at home on the day of delivery, we are unfortunately forced to charge € 100 for this.

Change your delivery address.
Changing the delivery address is possible in consultation with us. Additional charges may apply.

Details regarding the delivery of the order.
Our delivery service, or external partners engaged by us, deliver the products where you indicate that you can best use them, with the exception of orders that are sent by parcel post. You must ensure that at the time our delivery service comes to deliver the order, the passage is free of obstacles. This is to prevent damage. You are responsible for ensuring good accessibility of the space where the order must be delivered. If that is not possible, any related costs will be borne by you. In order to ensure the smooth delivery of your order, we would like to ask you to inform us before purchase if: • our truck cannot reach the house; • the stairwell is not spacious enough to deliver the order; • there are other special circumstances that play a role in the delivery of the order. If we have not been informed in advance of possible special circumstances or difficulties with regard to reaching the house and / or bedroom, Dorelan Nederland BV is not liable for any consequences thereof. If tools are required for the delivery of your order, such as a (moving) lift or crane, you must take care of this. If you wish, Dorelan can take care of this against reimbursement of the costs. You must at all times ensure that any necessary permits have been arranged.  Our delivery service delivers your order in compliance with all safety regulations. This means, for example, that they are not allowed to take off their safety shoes and that they must always place a scaffolding on a solid surface (not being a flat roof).

Delivery.
Delivery of your order by our own delivery service:  Our delivery service starts delivering products to the first customer of that day at 07:30 in the morning. In principle, our delivery service does not deliver in the evening and not on weekend days, unless otherwise indicated during the purchase.

Delivery of your order by our external partner:
 It is possible that your order is delivered (and assembled) by one of our external partners. We only work with external partners who offer the quality and service that suits Dorelan. If your order is delivered by one of our external partners, you will be informed in advance. If we have not made a delivery appointment with you, our partner will contact you to make a delivery appointment. You can pay the remaining amount on delivery with our external carrier. This can preferably be done by pin or in some cases by cash payment. Always check the payment options in the transfer confirmation email.

Packaging.
All our products are carefully packed to prevent damage during transport. We carefully unpack everything at the place where the order must be placed and / or assembled. We will take the packaging material back for you.

Reception and control.
After delivering and possibly assembling and placing the products, our delivery service will check the delivered products with you. Check carefully whether all ordered products have been delivered and whether the (assembled) products do not contain visible defects or are damaged. If you notice defects or damage, please indicate this clearly. The delivery person will then state this on the receipt. The Customer Service department will then contact you to repair the defect. If the products are sent, the delivery takes place by a parcel service. In this case, the delivery person will not check the goods with you. However, check carefully whether all ordered products have been delivered and that they do not contain any visible defects or are damaged. If you find defects or damage after checking these products, please contact our Customer Service department via telephone number 06-31779788.

Payment terms.
Our delivery service may only deliver goods that have been paid in full or are paid for on delivery. The delivery service is obliged to take the products to be delivered with them in case of non-payment of the total amount at the time of delivery. Do you have a complaint about (part of) the order upon delivery? Then you can pay an adjusted amount proportionally upon delivery. You then pay the remaining amount when we have solved the problem. For security reasons, we ask you to pay by debit card. In some cases you can also pay cash at the delivery staff. If this is not the case, we will inform you in good time. It is possible that the bank has a limit on the amount you can pay per day with your debit card. This limit depends on the bank you are a customer of and can vary per customer. Please contact your bank about this. In most cases it is possible to adjust the limit once. At most banks you can also arrange this yourself online.

Retention.
Dorelan retains ownership of all goods delivered by it until the buyer has fully fulfilled all his/her payment obligations (including any related (collection) costs and interest).

Right of withdrawal.
If you have made a purchase remotely, the general rule applies that you have the option to cancel the distance purchase without giving reasons for 14 days after delivery. The condition is that the product is undamaged and that it is in the original and unopened packaging. The product must be unused and unassembled. The product has not been specially adapted for you. You can only make use of this if you inform us in good time (within the period of 14 days after delivery) that you are cancelling the distance purchase, by completing the Withdrawal Form on our website and emailing our Customer Service department via info@dorelan.nl.  When can you not claim revocation? So-called hygiene products cannot be returned when the seal and packaging are opened. This includes, for example, pillows, bed linen and bed linen. These products can only be returned when the seal is intact and the packaging is therefore unopened and undamaged. If the product is not in stock and is custom made in accordance with the specifications specified by you, we cannot take it back. Dorelan only produces all mattresses and toppers after the order has been paid and received. For example, it is possible to order all mattresses and toppers ranging from a length from 178 cm to 220 cm (to be indicated per cm, for example a length size of 201 cm). The widths vary from 70 cm to 200 cm (again to be indicated per cm, for example a width of 159 cm). In addition, mattresses can often be ordered in multiple thicknesses and different types of cores can be chosen. Sometimes there is also a choice of different types of covers and finishes. For these reasons, the right of withdrawal does not apply to online orders for mattresses and toppers. Finally, the right of withdrawal does not apply to orders for box springs, cots and sofa beds. These are not sold from stock and are only produced after receipt of the (down) payment and the order. They are made in accordance with the specific dimensions and designs of the customer. The customer determines the height, the wide, the technical execution, the material, the type of fabric, the color, the type of leg, the material of the leg and the color of the leg. Of course, the foregoing conditions do not apply if you have a well-founded complaint about the product that falls under the legal warranty. As soon as you have informed us that you are cancelling the distance purchase, we will cancel the order. You must then return the goods in question. If the product was delivered via a parcel service, you can return it via the parcel service. The costs for returning are for your account. The address for returns is: Dorelan, Attn. customer service, Leeghwater 88, 2181 WB Leiderdorp. The total purchase amount will be refunded to your account within 14 days after dissolution of the purchase agreement. We will deduct any return costs from this amount. The return payment will only take place if the product has been received by Dorelan.

Complaints.
If you have a complaint, you can contact our Customer Service department via info@dorelan.nl.

90 Day Mattress Exchange Guarantee

Valid from  April 1, 2023.

Due to the (temporary) closure of the store in The Netherlands, the 90 days mattress exchange guarantee is not applicable.

Privacy policy

Dorelan respects the privacy of its customers and ensures that your personal data remains strictly confidential. All information you provide to Dorelan will be treated strictly confidentially and will not be made available to third parties in any way (unless you have given your consent in advance in some cases). Of course, these personal data are treated and secured with the greatest possible care. In doing so, Dorelan complies with the General Data Protection Regulation (GDPR) and the GDPR Implementation Act. This means that we: 1) clearly state – via these privacy conditions – for which purposes we process personal data; 2) limit our collection of personal data to only the personal data necessary for those purposes; 3) process your personal data for the performance of our objectives and ask for your consent in cases where this consent is required; 4) take appropriate security measures to protect your personal data and also require this from parties that process personal data on our behalf; 5) respect your right to access, correct or delete your personal data on request. There are various purposes for which Dorelan collects and processes your personal data. In the context of giving correct sleep advice and / or the execution of the agreement, Dorelan collects and processes personal data for this purpose, including your name, billing and delivery address, e-mail address, (mobile) telephone number, data about your living situation, age and health: • when you visit our (web) store, in order to provide you with correct sleep advice; • when you have contact with Dorelan. This contact can be personal or telephone, but we also mean if you approach us by e-mail, participate in surveys, contests or (panel) surveys, use our websites, sign up for newsletters or approach us via social media; • for internal analyses for process improvement, the development of products and services and market research; • to keep you informed of our (new) products and services, directly but also, for example, through campaigns via social media, whereby Dorelan tries to take into account preferences based on purchased products and interests based on the use of our website recorded with your permission; • if you call our Customer Service department, we may record the call for training purposes; • when you visit our webshop, we place tracking cookies on the device with which you visited us. You can sign up for our newsletter with which we keep interested parties informed of our actions and for inspiration. Your e-mail address will only be added to the list of subscribers with prior permission. Each newsletter contains a link with which you can unsubscribe. If you send us an e-mail, the data you send us will be kept for the time necessary for the complete answering and handling thereof. Your e-mail address will also be used to send information about (new) products of Dorelan if you have given permission for this. You can always withdraw this consent by using the unsubscribe link in the e-mail message sent or by sending an e-mail to Dorelan, stating AVG, via info@dorelan.nl. Provision of personal data to third parties Your data will only be provided by us to third parties if this is necessary for the execution of the agreement or if you have expressly given permission. Our website contains measuring instruments from other parties, such as cookies from Google Analytics. The data is automatically shared with this company and we do this to keep track of how visitors use our website. We use this knowledge to optimize our website for our visitors. Dorelan does not store personal data in accordance with the law for longer than necessary in a form that makes it possible to identify the data subject and no longer than is necessary for the realization of the purposes for which they are collected or further processed. Dorelan reserves the right to make changes to the Privacy and Cookie Policy. If in the event of new laws or regulations, changes to our privacy policy are necessary, you will always find the most recent information on our website. You may request access to your personal data via info@dorelan.nl. You can also request us to correct, supplement, delete or protect your personal data if they are incorrect, incomplete or irrelevant, or are otherwise processed in violation of a legal regulation. If you have any questions or comments, you can also contact us in writing via Dorelan, Customer Service Department, Leeghwater 88, 2181 WB Hillegom or by telephone via 071-8080176