We have compiled answers to our customers' most frequently asked questions before, during, and after purchase.
If you cannot find the information you are looking for, please contact our team at info@mercadodocolchao.pt.
Orders and Payments
How can I place my order at Mercado do Colchão?
Shopping at Mercado do Colchão is quick and easy. You can create an account or complete your purchase as a guest.
Simply choose the products, select the desired size, add them to your cart, and complete your order by accepting the Terms and Conditions.
After confirming your order, you will receive an email with all the order details.
Do I need to create an account to place an order?
No. You can place your order on our website as a guest, without having to register.
How do I create an account?
There are two ways to create an account:
- On the "My Account" page, fill in the "Email Address" field under "Register new account" and follow the steps indicated;
- At checkout, when finalizing the order.
If you have already placed an order with Mercado do Colchão, you will have access to the order information through your account and can save your details for future purchases.
What payment methods are available?
At mercadodocolchao.pt, you can pay by credit card, ATM, MB Way, PayPal, and Klarna.
Payment by ATM reference is valid for 3 days.
Deliveries and Deadlines
How long will it take for my order to arrive?
After payment confirmation, orders are processed logistically within a maximum of 3 business days.
After that, delivery time varies depending on the destination and the carrier's handling:
- Mainland Portugal: usually between 2 and 3 business days;
- Madeira and the Azores: usually between 10 and 20 business days.
During exceptional periods of increased traffic (such as holidays or Christmas), delivery times may be subject to change. Although we guarantee timely delivery, delays may occur due to the carrier's responsibility.
What are the delivery costs?
Mercado do Colchão offers free delivery in mainland Portugal.
For Madeira and the Azores, there is an additional cost of €60 per unit.
Can I track my order?
Once your order has been processed, you will receive an email with thetracking code/link, which allows you to track the entire journey—from dispatch to delivery at the address provided.
What happens if I'm not at home at the time of delivery?
If you are not present, a notice will be left in your mailbox so that you can contact the carrier and reschedule a new delivery.
Can I change the delivery date of my order?
Yes, as long as the order has not been shipped.
To do so, please contact us at info@mercadodocolchao.pt, indicating the order number and the new desired delivery date.
Cancellations, Exchanges, and Returns
Can I cancel my order?
Yes. The customer may exercise their right of free termination within a maximum period of 14 days after receiving the order, in accordance with Decree-Law No. 24/2014, provided that the product complies with the return conditions.
How can I return or exchange an item?
For a return or exchange to be accepted, it is necessary that:
- The product is in good condition, with no signs of use that could compromise its resale value;
- Be returned in the original packaging, properly protected;
- Include all components, accessories, freebies, and instructions;
- Be accompanied by the invoice (or a copy thereof).
After the return has been validated, the refund will be made within a maximum of 30 days.
Important notes:
- The customer is responsible for the return shipping costs.
- In the case of exchanges, the shipping costs for the new product are the responsibility of the customer.
Warranty and Complaints
What is the product warranty?
All products sold by Mercado do Colchão benefit from a 3-year compliance warranty, starting from the date of delivery.
This warranty covers any manufacturing defects or non-conformities, in accordance with current legislation and the applicable conditions (storage and hygiene) set out in the Terms and Conditions.
How does complaint resolution work?
At Mercado do Colchão, we take customer satisfaction very seriously.
Any complaints will be dealt with quickly and efficiently. You can contact us directly or use official platforms such as the Complaints Book.
We are always available to find the best solution.
