Softest Hours

FAQs

Everything about ordering, shipping, returns and caring for your Softest Hours products. Can't find your answer? Email us at hello@softesthours.com.

Ordering and payment

Which payment methods can I use?

You can pay by card (Visa, Mastercard, American Express, UnionPay), Apple Pay, Google Pay, Shop Pay and Bancontact. Payment is handled securely by Shopify; we never see your card details.

In which currency will I be charged?

Prices are shown and charged in US dollars, British pounds or euros, depending on your country. You can switch country and currency at the top of any page.

Can I change or cancel my order?

Email hello@softesthours.com with your order number as soon as possible. If the order hasn't been handed to the carrier yet, we'll change or cancel it for you.

Shipping

How much does shipping cost?

Shipping is free on orders over $50 in the United States, £50 in the United Kingdom and €50 in Europe. For smaller orders the cost is calculated at checkout, before you pay.

How long does delivery take?

Standard shipping takes 6–10 days in total, including 1 day of processing.

Will I pay import duties?

No. No additional import duties or tariffs are charged on your order.

Can I track my order?

Yes. You receive a shipping confirmation email with tracking details once your order has shipped. Tracking can take up to 24 hours to become active on the carrier's website.

Returns

What is your return policy?

You can return an order within 30 days of delivery. Whether a return is accepted depends on the reason for the return.

How do I start a return?

Email hello@softesthours.com with your order number, the item you'd like to return and the reason. We review your request and, if the return is accepted, send you the return instructions. Your refund goes back to the original payment method once we've received and checked the item.

My order arrived damaged or incorrect. What now?

Email hello@softesthours.com with your order number and a photo. We'll replace the item or refund you.

What are my statutory rights?

If you live in the European Union or the United Kingdom, you have the right to withdraw from your purchase within 14 days of receiving it, without giving a reason. Our policy does not limit any rights you have under the consumer law of your country.

Products and care

How do I wash DreamWrap?

Machine wash the complete duvet at 40°C on a gentle cycle. There is no separate cover, so the whole sleeping layer goes in at once. It is tumble-dryer suitable on a short, low-temperature programme.

How do I wash WolkenTopper?

The topper goes into the machine in one piece at 40°C and can dry on the line or in the tumble dryer on low heat. The larger sizes are bulky, so check your drum first.

How do I clean NeckCloud?

The cover is removable and machine washable at 40°C. The memory foam core should not be washed.

Which sizes do your duvets and toppers come in?

Both are made in European sizes, measured in centimetres, so match them to your mattress rather than to a US bed-size name. Every product page shows the sizes in both centimetres and inches.

Is RuhePoint a medical device?

No. RuhePoint is a relaxation product for your bedtime routine. It is not intended to diagnose, treat, cure or prevent any condition. If you regularly have trouble sleeping, talk to a doctor.