Retail Purchases from Virgin Hotels Home Store, may be returned within 10 days of delivery for refund, exchange, or store credit equivalent to the purchase price plus any applicable sales tax, provided the items are unopened and in the original packaging. Items that are opened cannot be returned due to potential hygenic reasons. Please note this before opening the product.
Obviously defective product will be replaced or exchanged at our option and expense within 10 days or delivery.
Mattresses are made specifically for each customer and are not returnable.
Clearance Items on final sale cannot be returned for a refund.
All returns must have a pre-approved Return Authorization, obtainable through yous account in our Web Store. We cannot guarantee proper credit for products voluntarily returned without an approved Return Authorization.
* To obtain a Return Authorization, please return to our web store and log in using the same email address as used on your order. Go to the 'View Completed Orders' link once logged in, and request a return for the items. Print the Authorization and include it in the package you are returning along with your merchandise. Repack and send your items to the address specified on the Return Authorization document (we suggest you use a carrier that can verify delivery). If you are unable to obtain a Return Authorization on our site, or have questions, please send an email to Customer Service at 'firstname.lastname@example.org' or call our concierge at (626)-204-6413 M-F from 9:00AM to 5:00PM pacific time and we will be happy to assist you.
We can ship to virtually any address in the continental United States. Rates to Alaska and Hawaii are higher. (click here for a complete table of our shipping rates) Note some products are custom made and directly to you from our manufacturers, so it is possible your order may arrive in more than one shipment.
When you place an order, send it to one of our warehouses or to one of our suppliers for fulfillment within the next business day. When shipped you will be notified via EMail with the appropriate tracking information to monitor delivery. Most items are readily available and will ship within 48 hours. Mattress orders are typically fulfilled to your specification and take from 4 to 6 weeks for shipment.