FAQ - USER GUIDE
1. Orders
a. How can I contact Baldiflex Customer Service?
We are available at the email address info@baldiflex.it, or via WhatsApp message at the number 0573 15 91 034.
b. Do I need to be registered to make a purchase?
It is not mandatory to register on our site in order to place an order.
c. How do I choose the mattress size?
The perimeter measurement of the mattress must correspond to that of the bed frame on which it will be placed, while the thickness is entirely a matter of taste! Remember that since these are handcrafted products, made by hand with soft and elastic material, it is normal to find small differences in the finished product measurements compared to those stated in the technical sheet.
d. How do you make a purchase?
To make a purchase, you need to enter the product page of the item you want to buy, select the desired size, and click on "Add to cart." Then you can go to "Go to cart" and proceed to payment.
e. I can't complete the purchase, what can I do?
If you encounter difficulties, you can contact our Customer Service. The order can also be placed via email.
f. How can I check the status of my order?
You will receive all the details by email, including the courier's name and the number to track the package and see when it will be delivered.
g. Can I request the invoice after my purchase?
The invoice must be requested within 5 days of delivery at the email address info@baldiflex.it. It would be advisable to have already provided your billing details within the order.
2. Payments
a. What are the accepted payment methods?
We accept credit cards (Visa, Mastercard, and American Express), PayPal, Amazon Pay, Satispay, Bank Transfer, Soisy (financing up to 24 months), and Scalapay (payment in 3 installments).
b. Is it possible to make a payment in installments?
We offer two installment options: Scalapay 3 installments, with a valid Visa or Mastercard credit card, interest-free and without the need for work documents; Soisy, an online financial service, up to 24 months interest-free. In the case of Soisy, work documentation will be required.
c. Is it possible to cancel an order?
The order can be canceled by contacting our Customer Service.
d. Can I make changes to an order that has already been confirmed?
Any changes can be made by the day after the order, by contacting our Customer Service.
3. Products
a. What does handcrafted product mean?
A handcrafted product is called so when it is made without machinery for mass production, but rather with the use of processing tools operated by the experience of our artisans.
b. Why choose a handcrafted product?
Every handcrafted product is designed and made to meet the specific needs of each customer. This type of production allows us to offer a wide range of configurations of quality materials, sizes, and finishes to ensure the uniqueness of each individual item.
c. When to change the mattress?
The mattress should be replaced every 8-10 years, but if you notice signs of sagging, discomfort, or painful awakenings, it's better to do it sooner. Also check the condition of the support frame: a worn support can compromise comfort and also reduce the lifespan of your new mattress.
4. Shipping and deliveries
a. How much are the shipping costs?
In Italy, shipping is free, including islands. Delivery to the floor can be selected at checkout at a cost of €110 (additional charges may apply for multiple products, at the courier's discretion). For international orders, shipping is free for orders over €250; otherwise, it costs €35.
b. How can I track my shipment?
You will receive an email from us with the shipping number and the name of the courier to track the package and, if necessary, contact the courier to arrange the delivery.
c. Where do you make the deliveries?
We deliver throughout Italy, including the islands.
d. How long does the shipping take?
Shipping generally takes place within 5 working days from order confirmation, but for updated information on this topic we recommend visiting the Shipping page.
e. Can I choose the day and time of delivery?
To arrange the delivery, you can contact the courier directly.
f. What should I do upon receiving my order?
Check the integrity of the product packaging; in case of obvious damage, we recommend accepting the package with the note "Subject to inspection" next to your signature.
g. What should I do after receiving a vacuum-packed mattress?
The vacuum mattress must be opened from the nylon that protects it within 5 days of receipt. Once the package is opened, the mattress will recover 90% of its original shape within the next 3-4 hours and will reach 100% within the following 24-48 hours.
h. I received the wrong product. What should I do?
In case of an error, please contact our Customer Service.
i. My order arrived damaged. What should I do?
We invite you to contact our Customer Service by attaching photographic images of the damaged product via email.
1. An item is missing from my package. What should I do?
In case one or more items are missing from the order, it will be necessary to provide the Folder (order summary sheet marked Baldiflex) to verify the goods received. It is possible that some orders are split into multiple shipments if there are products from different departments.
5. Resi
a. Can I return a product purchased on Baldiflex?
Sure, in case of reconsideration, returns are possible within 14 days of receiving the product.
6. Mattress duration
a. How does a mattress behave over time?
When purchasing a new mattress, one of the first things you notice is the initial comfort it offers. However, it is important to understand that, with use, the materials that make up the mattress undergo a natural settling process. This phenomenon is not only normal but represents a crucial part of the mattress's life cycle.
b. What does adjustment mean?
The term settling refers to the structural and physical changes that the internal materials of the mattress, such as springs, foams, and latex, undergo with regular use. In particular, this process is more evident during the first few months after purchase.
c. How do Memory Foam and Latex Mattresses settle?
In memory foam or viscoelastic foam mattresses, the settling is due to the compression of the foam's microcells. Initially, the mattress may feel firmer, but with daily use and body heat, the material becomes more pliable, progressively adapting to the shape of the body. This process, which can take a few weeks, allows the mattress to achieve optimal comfort, offering personalized support for each individual pressure point. It is also important to note that latex, although less sensitive to heat compared to foam, undergoes an initial compression that leads to a slight settling.
d. How do Spring Mattresses settle?
In spring or pocket spring mattresses, settling occurs when the springs adjust to the weight distribution during use. The springs may initially feel a bit firmer, but over time and with use, they adapt to the body and provide better and more even support. However, the springs may also undergo slight deformation over time, especially if the mattress is of low quality or subjected to excessive or uneven use. In general, spring mattresses tend to lose some of their initial firmness, becoming softer and more comfortable.
e. How do Time and Weight affect settlement?
The settling is not the same for everyone: it depends on various factors, such as body weight, sleeping position, and frequency of use. A mattress used by a lighter person will settle differently compared to one used by someone heavier. Over time, the mattress will tend to reach a phase of stability, where the settling will significantly reduce and the comfort will remain unchanged. However, it is important to emphasize that the mattress will never fully return to its original shape, but its durability and effectiveness in supporting the body will be preserved if the mattress is of good quality.
f. What should I do during the settling-in period?
During the first few months, it is normal to experience some changes in comfort. To facilitate this process, it is recommended to periodically rotate the mattress (if it is not a one-sided model), in order to avoid the formation of localized pressure points. Additionally, if the mattress has a removable cover, it is useful to keep it clean and well-ventilated, as this will help maintain the integrity of the materials.
g. Does settling affect the mattress's lifespan?
Natural settling is generally a phenomenon that does not compromise the mattress's durability. However, if the settling is excessive or if the mattress loses its shape and support too quickly, it is advisable to report it to customer service.
7. Warranty
a. Are Baldiflex products covered by a warranty?
Sure, all Baldiflex products are guaranteed by law against manufacturing defects. In addition to the legal warranty, Baldiflex offers a 10-year extended warranty on Mattresses, according to the conditions of the Baldiflex Extended Warranty.
