Question and Answer Forum

About us

OUTLETSOFADIRECT has been created by several manufacturers who gathered to propose the opportunity to access easily to their destocking directly from the factory. Our bedding products are the same product which are sold in traditional shops: they are of high quality and guaranteed without default.

The aim of our company is to offer you products which have an excellent price-quality rate, accessible within a few clicks on our website and thanks to which, your nights will only be better.

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Why are your prices better than competition?

As well as offering you the opportunity to access easily to a large selection of destocking directly form the factory, we choose a direct sales chanel, which means that, when our products exit the manufacturer installations, it is to be directly delivered to your home!

Savings are made on every cost, especially on sales areas and distribution network. No showroom, no expensive shop: OUTLETSOFADIRECT is the guarantee of saving even more!
The inconvenient? Our offers are temporary and limited to the available quantity.

Is there a physical store?

For costs reason which we wish not to pass on the sale price of our products, we decided not to propose physical stores.

Where are you located?

OUTLETSOFADIRECT is a Spanish company based in Valencia.

What reliability reference can you give us?

Every client that has ordered on our website OUTLETSOFADIRECT can directly post a feedback to share his experience. To insure you a real transparency on the quality of our products and services, all the feedbacks are approved by an outside company.

 

Besides, after every order confirmation, Google ask our clients to participate in a satisfaction enquiry, which allow us to collect a global customer satisfaction grade.

What are the payment methods accepted?

We use a secured payment platform with 3D-Secure VISA or MASTERCARD. We accept the credit cards VISA, MATER CARD, and MAESTRO.

It is also possible to pay via APPLE PAY and GOOGLE PAY.

I made a mistake in my order, how can I modify it?

After the validation of your order, it is no longer possible to apply modifications, for logistic reasons. However, we can cancel your order and refund you so you can proceed to a new order.

How can I cancel my order?

We can cancel an order manually only if it has not been shipped yet. In that case, we initiate immediately the refund of your order.

If your order has already been shipped, we would invite you to refuse the delivery and the carrier will return your product without any cost for you. When the package would be received in our warehouse, we would initiate the refund through the payment method used during the purchase. You can refuse one or all the items of the order. Only the items registered in return would be refunded.

Where can I find my invoice?

We invite you to log in to check your account, which you can find at the top of the home page, on the right. To access it, you just need to click on your name and surname. Then, you should click on « Order History and Details », where you will be able to download your invoice in PDF.

Can I change the payment method on my order?

It is not possible to change the payment method once it has been accepted and the order has been created. You would have to cancel your order, so we can refund it. Then, you can proceed to a new order with the payment method required.

How to track my order?

All along the process of your order, you will be informed of the different stages by email and text. As soon as your package will be handed to the carrier, you will receive a tracking link to follow the transit of your package. When it will arrive to the parcel delivery centre, you will be able to fix an appointment for the delivery, according to your schedule.

In case of absence, the carrier will keep your package at the agency during 10 days to allow you to organize a new delivery attempt with the carrier.

What are the delivery times?

Our products are shipped from 7 to 14 business days after receiving the payment.

Is the delivery free?

The delivery takes place at your home and is always free of charge.

Where do you deliver?

Deliveries are insured in the United Kingdom and Ireland

Which carrier insure the delivery of my order?

The GLS Agency is in charge of the delivery of your package in the United Kingdom.

What should I do if there is an incident with the delivery?

The after-sales service of OUTLETSOFADIRECT is at your disposal to help you in case of incident during the delivery. However, we wish to remind you we work with carriers external to our company, which means that the incidents regarding delivery are independent of our will.

If there is an incident, it is more efficient to contact directly the GLS.

We are always ready to welcome the feedback of our clients regarding their experience at OUTLETSOFADIRECT, that helps us to improve our services. However, regarding the delivery, we invite you to leave your feedback directly on our website of our delivery agency: GLS.

How many deliveries will take place if I purchase several items?

If your order contains several items, it is possible that several deliveries will take place because each item you purchased is shipped individually. However, it is possible that several parcels are delivered at the same time.

How can I modify my delivery address?

To process a change of delivery address, you can contact us by email at shipping@outletsofadirect.fr. If the package has not been shipped yet, the modification will be made. Otherwise, we invite you to contact directly the carrier.

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Will my mattress be delivered directly at my door?

The delivery takes place at your doorstep, in front of your house or down your building.

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How are the mattresses delivered?

All our mattresses we propose are delivered compressed, rolled up and vacuum packed in a double waterproof envelope which protects the mattresses. This facilitates the shipping while maintaining the qualities of the mattress. This packaging technique allows us as well to minimize the costs of storage and shipping and thus propose attractive prices.

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What should I do when I receive my order?

When you receive your order, we invite you to check that you are indeed the recipient of the package and check the condition of the parcel with the carrier.

If the parcel is not compliant, we invite you to refuse it, so the carrier can return it in our warehouses without any cost for you. As soon as we will receive it, we will initiate the refund of your order. 

When you receive your order, we invite you to check that you are indeed the recipient of the package and check the condition of the parcel with the carrier.

If the parcel is not compliant, we invite you to refuse it, so the carrier can return it in our warehouses without any cost for you. As soon as we will receive it, we will initiate the refund of your order.

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How to unpack my mattress?

It is necessary to unpack your mattress within 30 days maximum after its delivery. You will just have to open delicately the plastic protection (we advise you not to use sharp tools not to damage your mattress). The mattress will unroll to take over its original shape in a few hours. However, it is necessary to wait up to 48h to let the mattress find completely its functionalities.

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Should I keep the packaging of my mattress?

Once the mattress is unpacked and unrolled, it is impossible to put it back in its box. Therefore, we invite you to get rid of the box but to keep the labels on it as well as the label sewed on the side of the mattress. In case of claim under the guarantee, these labels would be useful.

Can the carrier take back the old bedding during the delivery?

This service is not insured by our carrier, therefore it is not proposed during the purchase. However, we invite you to contact a charity organization which will donate it.

I am not sure I made the right choice of mattress. What should I do if it does not suit me?

At OUTLETSOFADIRECT, when we advise you on bedding suiting your lifestyle and sleeping habits, we are committed to your satisfaction.

If you do not refuse the delivery and the product does not suit you, it is still possible for you to return the goods.

You dispose of a 100 days period to express your right of withdraw from the date of reception of your order. Please note that the return and shipping costs are at your charge.

I am waiting for the delivery and realized that I ordered the wrong model. What should I do?

No worries! You can simply refuse the delivery and the carrier will automatically return your parcel to sender. As soon as your package will be received in our warehouses, we will proceed to the refund of your order.

I wish to return a mattress, how should I proceed?

If you want to return one or several items, we invite you to contact our after-sales service by email at after-sales@outletsofadirect.fr who will communicate the instructions to follow and will send you the authorization of return. You will have to send this authorization duly completed by email and join it to your package.

Please note that the return and shipping costs are at your charge.

I returned my mattress. How the refund process works?

As soon as the returned parcel will be registered in our warehouses, we will proceed to the refund of your order. The refund will be processed through the payment method used during your purchase.

What is the refund time?

When we proceed to the refund, a confirmation email will automatically be sent. The refund can take between 5 and 10 days to appear on your bank account.

I have a problem with my mattress, I want to place a claim. What should I do?

For a defect or non-compliance of the goods delivered, we ask you to report the problem within 3 business days after the delivery in case of apparent defects. We invite you to send us photos of the faulty product as well as the label by email at after-sales@outletsofadirect.fr specifying your order reference in subject. Once we have received the photos of the defective product, we will set up a file and put a claim with the manufacturer to determine whether it is a manufacturing defect and  will decide if it will be accepted under your guarantee. In case of manufacturing defect, OUTLETSOFADIRECT undertakes to resend you a mattress identical to the one previously ordered.

How long are your mattresses guaranteed?

All our mattresses are guaranteed 10 years for any manufacturing defect.

To benefit from the guarantee, the product must be submitted beforehand to the manufacturer after-sales service, whose approval is necessary for any replacement or reparation.

What does your 10 years warranty cover?

Through their warranty, the manufacturers NATURALEX and COSMOS undertake to exchange or repair (under sanitary conditions) the product with abnormal wear and tear or recognized as defective by OUTLETSOFADIRECT.

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Where can I find a coupon?

Always to satisfy our clients, we offer coupons which allow to benefit from a discount on the total amount of your order.

Some coupons in relation with seasonal events are available in the banner of our website OUTLETSOFADIRECT.

Could I benefit from a discount if I purchase several items?

For the housing professionals as well as anyone who wish to renew the bedding of the entire family, it is possible to benefit from a coupon for the purchase of several mattresses.

You can benefit from a 5% discount for an order of 5 mattresses minimum up to 15% for an order of 20 mattresses or more.

https://www.outletsofadirect.fr/en/371-mattresses-in-bulk-for-hotels

Can the coupons be cumulated with others?

It is not possible to cumulate promotional offers. We invite you to choose the most attractive one to validate your order.

How to use my coupon ?

You can enter your coupon when finalizing your order, on the page « Shopping cart summary ». Just under your cart content, you can find an insert « Voucher » where you can enter your coupon and click on « OK » for the discount to apply.

My coupon does not work, what should I do?

We invite you to check if the coupon is still valid, if you spelled it right or the number of items ordered if it is a coupon for an order above 5 or 10 mattresses.