Not satisfied? We'd be happy to take it back.
With every order, you get 30 days to decide from the moment your order arrives (mattress toppers: 100 days), giving you plenty of time to assess the product at your leisure. Did you order before October 21, 2026? Returns are free. Ordering from October 21, 2026? Return costs start at €4.95 (mattress toppers: €14.95). You choose the carrier: PostNL €4.95 or DHL €6.95.
How it works
Register your return
Click the relevant button above (based on your order date) and follow the steps. You only need your order number and email address.
Send the product back
You will receive a return label. Pack the product securely and drop it off at a collection point.
Return processed
As soon as your package arrives, we will inspect the product and process your return.
Refund within 14 days
After inspecting your return, we will refund the purchase amount (minus any return costs) no later than 14 days after receiving it.
Right of withdrawal and cooling-off period
Every customer has the right to withdraw from a purchase. The right of withdrawal entitles you to return your purchase within the statutory period of at least 14 days, without giving a reason, and receive a full refund.
At Ella Sleeps, we offer a standard period of 30 days, because we believe you should have time to truly test the product's effect and quality. Mattress toppers have an extended 100-day trial period, because your body needs longer to get used to a new topper. We stand fully behind our products and are convinced you won't want to go without yours once it suits your body.
When can you return an item?
- The product is not damaged or broken, is complete and in its original packaging.
- The product does not meet your expectations during the trial period: 30 days after receipt, or 100 days for mattress toppers.
- You registered your return through the correct returns portal.
Refund
Once we have received the item in good condition, you will no longer be required to pay. Have you already paid? We will refund the amount (minus any return costs).
This will happen no later than 14 days after we receive your return.
What happens to returned products?
We try to give returned products a second life wherever possible instead of throwing them away. Where possible, we find a new use for products in good condition; products that can no longer be sold are processed as responsibly as possible.
Frequently asked questions
How much does it cost to return an order?
Ordered before 21 October 2026? Returns are free.
Ordered on or after 21 October 2026? Return costs start at €4.95 per return, depending on the carrier you choose: PostNL €4.95 or DHL €6.95. For mattress toppers, there is a flat rate of €14.95, regardless of the carrier you choose.
How many days do I have to return an order?
You have 30 days from receipt to return your order.
Mattress toppers have a longer trial period of 100 days, because your body needs more time to adjust to a new topper.
Which returns portal should I use?
Ordered before 21 October 2026? Use the old returns portal via the button above. Ordered on or after 21 October 2026? Use the new returns portal (Returnista).
I no longer have the original packaging
No problem. Pack the product securely in another box or bag so it can be shipped safely.
I don’t have a printer for a return label
No problem. In the returns portal, you can choose a QR code option, so you don’t need to print anything.
Free gift policy
Free gifts are offered as part of promotional offers when your order exceeds a certain minimum value. If your return brings your order below that threshold, you have two options:
Option 1: Return the gift
Return the free gift unused with your return. You’ll then receive a full refund.
Option 2: Keep the gift
You can keep the gift, and its value will be deducted from your refund.
- Sleep mask — •22,95
- Pillow — •36,95
Ready to register your return?
It’s easy. Click the right button below and follow the steps. Need help, or still unsure? Our customer service team will be happy to help.