Frequently Asked Questions (FAQ)

No, you do not need to create an account; you can place your order as a guest if you prefer. However, registering enhances your experience and makes the process smoother. With an account, you can save your favourite items, easily manage your orders and returns, and enjoy early access to new arrivals so you can find your little luxury every day.

To ensure a secure experience, we accept multiple payment methods protected by SSL encryption, including credit and debit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, PayPal, Klarna and bank transfers through Sofort or Bizum.

Yes, you can change or cancel your order as long as it has not entered the preparation and shipping stage. If you need to make a change, contact our team as soon as possible at clients@voucler.com or via WhatsApp.

All your purchase details and your receipt are automatically sent to the email address you used when placing your order. If you cannot find them, contact us and we will resend them.

We currently help you enjoy life at home throughout Spain (including the Balearic Islands, Canary Islands, Ceuta and Melilla), France, Portugal, Germany, Italy, Belgium and the Netherlands.

We know that rest begins with what surrounds you, which is why orders confirmed before 12:00 noon are dispatched that same business day. Standard delivery usually takes 24-48 hours for Madrid and 48-72 business hours for other provinces. For orders of more than 30 units or particularly bulky items, delivery may take up to 72 business hours.

Shipping costs are calculated automatically at checkout based on the destination. To help you start enjoying your home rituals as soon as possible, we offer free shipping on orders over €50.

Once your parcel leaves our premises, you will receive an email with your tracking number and a link to check the status of your delivery in real time.

At Voucler, we believe in quality that needs no announcement, only proof. That is why you have 30 calendar days (from the shipping date for online orders or the purchase date for in-store purchases) to request a return or exchange. Items must be in their original condition with all their labels attached.

Because quality is confirmed through use, we offer an extended trial period of 100 consecutive nights for our mattresses, starting on the day you receive yours.

You can arrange your return in whichever way is most convenient for you:

• In store: you can return or exchange any purchase, whether made online or in store.
• Through the “Exchanges and returns” section in the footer of our website. Once confirmed, you will receive a GLS QR code by email and a label to drop off your parcel at the nearest drop-off point.
• By contacting us at clients@voucler.com or via WhatsApp.

Returns are free in store, and also if you arrange them through “Exchanges and returns” on our website: we send you a GLS label so you can drop off your parcel at the nearest drop-off point. If you prefer us to collect it from your home, the home pickup costs €3, which is deducted from the refund amount.

We will refund you within a maximum of 14 calendar days from the date you inform us of your return. If by then we have not received the product or the proof of shipment, the refund will be made as soon as we receive it, to your original payment method.

We design items made to last and to be lived with. That is why Voucler’s excellence is backed by a three-year legal warranty against manufacturing defects.

We are here to help you create the ritual of feeling at home. You can contact our customer service team Monday to Thursday, from 9:00 to 18:00, and Friday from 9:00 to 14:30 (CET).

• WhatsApp: +34 654 820 801
• Email: clients@voucler.com