FAQ

The Novotel Store Customer Service department is ready to answer your questions, and listen to your suggestions and comments about our products, website and services.

We are available to answer your questions by phone, Monday to Friday from 8:00am to 8:00pm GMT+1 on +800 123 22 123 (Europe Toll free) or +33 1 41 51 54 24. .

  1. What components make up the Novotel bed?
  2. Who manufactures the Novotel bed? What are the delivery times?
  3. How are the items dispatched? What are the delivery times?
  4. How are the delivery costs calculated?
  5. Who is responsible for duties and local tax?
  6. What is the returns policy?
  7. Are payments secure?
  8. If I choose to pay by cheque, to which address should I send my payment?
  9. What are your general sales conditions?
  10. What product care advice do you offer?
  11. Are all products sold on the website standardised across all countries?

What components make up the Novotel bed?

Dunlopillo mattress and bed base

Mattress: 22 cm thick, dual comfort Biportance technology. This technology provides total support to suit every part of your body. It adapts perfectly to the morphology of the sleeping person, and improves the durability of the mattress.

Slatted bed base: 15 cm high, 20 cm cylindrical glide feet.

Total height of mattress and bed base: 57 cm.

Who manufactures the Novotel bed? What are the delivery times?

The Novotel bed is manufactured by Dunlopillo.

The delivery times are approximately 5 to 8 weeks in Europe. For further information, please contact our Customer Service department on +800 123 22 123 (European Toll free number) or +33 1 41 51 54 24.

How are the items dispatched? What are the delivery times?

In Europe, our products are dispatched via a carrier company or by post, on average within 10 working days of confirmation of your order.

For other destinations, please contact our Customer Service department on +800 123 22 123 (European Toll free number) or +33 1 41 51 54 24.

How are the delivery costs calculated?

The delivery costs are calculated according to the total amount of your order, as detailed below (excluding the mattress and bed base**):

Min Max Zone 1 Zone 2 Zone 3 Zone 4
1,00 € 50,00 € 9,00 € 12,50 € 15,50 € 15,50 €
51,00 € 75,00 € 10,00 € 14,50 € 18,50 € 18,50 €
76,00 € 100,00 € 11,00 € 16,50 € 21,50 € 21,50 €
101,00 € 150,00 € 12,00 € 18,50 € 24,50 € 24,50 €
151,00 € 200,00 € 13,00 € 20,50 € 27,50 € 27,50 €
201,00 € 250,00 € 14,00 € 23,50 € 32,50 € 32,50 €
251,00 € 300,00 € 15,00 € 28,50 € 40,50 € 40,50 €
301,00 € 500,00 € 16,00 € 34,50 € 49,50 € 49,50 €
501,00 € 800,00 € 18,00 € 40,50 € 57,50 € 57,50 €
801,00 € 1.000,00 € 22,00 € 46,50 € 65,50 € 65,50 €
1.001,00 € 1.500,00 € 26,00 € 51,50 € 70,50 € 70,50 €
1.501,00 € 2.500,00 € 28,00 € 57,50 € 76,50 € 76,50 €
2.501,00 € 5.000,00 € 30,00 € 63,50 € 82,50 € 82,50 €
5.001,00 € 7.500,00 € 35,00 € 73,50 € 92,50 € 92,50 €
7.501,00 € 10.000,00 € 40,00 € 83,50 € 102,50 € 102,50 €
10.001,00 € 15.000,00 € 50,00 € 99,50 € 118,50 € 118,50 €
Zone:  1 France (FR) , Monaco (MC)
Zone:  2 Austria (AT), Belgium (BE) , Germany (DE) , Spain (ES) , United Kingdom (GB) , Luxembourg (LU) , Netherlands (NL) , United Kingdom (UK)
Zone:  3 Finland (FI), Greece (GR) , Ireland (IE) , Italy (IT) , Nothern Ireland (NB) , Poland (PL) , Portugal (PT) , Romania (RO) , Sweden (SE)
Zone:  4 BULGARIA (BG), Czech Republic (CZ) , Denmark (DK) , Estonia (EE) , Hungary (HU) , Lithuania (LT) , Latvia (LV) , Slovenia (SI) , Slovakia (SK)
Charges may apply for deliveries to isles (e.g. Isle of Ré, Canary Islands, Balearic islands,...).

** Mattress/bed base
The delivery costs applicable to the mattress/bed base set is calculated specifically depending on the destination country.

Who is responsible for duties and local tax?

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.

What is the returns policy?

As stated by article L 121-21 of the French Consumer Code as modified by decree n°2014-344 of 17th March 2014, the cancellation period is fourteen days from the day of receipt of the last item. Any claim made outside this time limit will not be considered. The Customer is informed that any return is subject to prior agreement with Hotels At Home and that any items that are returned unwrapped, dirty, or incomplete can neither be exchanged nor reimbursed. The Customer is responsible for the cost of returns. Only the price of the returned item(s) will be reimbursed.

Returns are to be sent to the address below:
HOTELS AT HOME - NOVOTELSTORE
74, rue de la Belle Etoile - Paris Nord 2
BP 52379
F - 95942 ROISSY CDG CEDEX, FRANCE

Items should be returned in their original packaging, in new condition, with a copy of the invoice enclosed.

For further information, please refer to our General Sales Conditions or contact our Customer Service department on +800 123 22 123 (European Toll free number) or +33 1 41 51 54 24. .

Secure payments

For data collected online, we use the SSL (Secure Socket Layer) protocol via VeriSign's Paymentech solution, which guarantees a high level of protection. This means that online transactions and payments made on www.novotelstore.com are totally secure.

When you complete your order, and enter your bank card details, the authorisation request is automatically transmitted in encrypted mode.
All transmitted information is coded, and the confidentiality and security of your transactions is guaranteed.
Your bank card number is encrypted. You can therefore shop online safely.

Any information you provide us with will be treated in a confidential manner. This is an integral part of our personal data protection policy.

Payment by cheque

If you wish to pay for your order by cheque, please send your payment to:

HOTELS AT HOME
NOVOTELSTORE
74 RUE DE LA BELLE ETOILE
BP 52379
95942 ROISSY CDG CEDEX, FRANCE

Please write your cheque out to: HOTELS AT HOME, indicating the order number on the back of the cheque.

What are your general sales conditions?

You can view our general sales conditions by clicking here.

What product care advice do you offer?

Natural cleaning
To help make sure your bed linen is always clean, get rid of dust and mites. Open the window, and expose pillows and duvets to the sun in summer and dry cold air in winter. Mites hate being directly exposed to sunlight and are even more averse to temperatures lower than 15°C.

Mechanical cleaning
Washing is the best method to ensure perfect cleanliness and get rid of any mites. Wash your pillows three times a year, and your duvets once or twice a year.

Did you know...?
The pillows and duvets in our range are especially designed to be machine washed and dried.

Duvets
Locate and select the 40° delicate programme for linen, or the equivalent programme on your machine. Add the dose of soap indicated. At the end of the wash, select the fastest spin cycle. The drying cycle lasts approximately two hours, until your product no longer shows any traces of dampness.

Take your duvets out mid-way through the spin cycle and shake it out vigorously.

Only duvets smaller than or equal to 140/200 can be washed in standard domestic washing machines. Larger duvets will need to be taken to a dry-cleaner or a specialist launderer with machines able to take up to 10 kg.

Pillows
Our pillows can be machine washed at 40°C, in the ECO whites programme or equivalent. Add the equivalent to one dose of your usual washing powder, and at the end of the wash select the fastest spin cycle your machine offers.

The drying cycle lasts approximately two hours, until your product no longer shows any traces of dampness.

Are all products sold on the website standardised across all countries?

All goods sold are authorised Novotel products, but some may vary from country to country.