FAQs
Here you will find answers to the most frequently asked questions. If you cannot find the answer you are looking for, or if you need additional information, do not hesitate to contact us: hello@hiboo.be
BRAND INFORMATION
How long has Hiboo been around?
Hiboo was founded in 2017 by three friends faced with the challenge of finding the perfect balance between quality, aesthetics and accessibility of beds, all 100% Made in Belgium.
What are your commitments?
A fair price: By working without an intermediary, we offer products at affordable prices.
Made in Belgium: All our products are manufactured (with the exception of our storage beds, which are produced in the North of France) in Belgium, thus minimizing our ecological footprint and supporting local businesses.
Certified production: Our foams are certified according to OEKO-TEX and CERTIPUR standards, and our production sites have obtained ISO 14001 environmental certification.
Cellmade: Our samples are cut by prisoners, offering an opportunity for social and professional integration.
Environmental Commitment: We make each product to order to avoid unnecessary overproduction.
Ethics : We work with a sheltered workshop to make our headboards, supporting the social integration of people with disabilities.
Hygiene: Our products meet the strictest hygiene and environmental standards.
Do you have a service for professionals?
Yes, we offer a service dedicated to professionals! We have a page dedicated to this subject where you will find all the necessary information. Do not hesitate to consult it here or to contact us directly at hello@hiboo.be to discuss your needs!
PRODUCT INFORMATION
How to choose your mattress?
To help you make the right choice, we recommend that you come and test our mattresses directly in store. Nothing replaces direct experience to determine which mattress will offer you the best comfort.
How do I maintain my mattress?
To prevent stains and maintain the quality of your mattress, using a mattress protector is recommended. Change it every time you change your sheets, which is about every two weeks. To extend the life of your mattress, rotate its position every 3 months.
Find all our advice here.
Are Hiboo mattresses suitable for all surfaces?
Yes, Hiboo mattresses are designed to fit most surfaces. However, if you opt for one of our pocket sprung mattresses, it is important to check that the spacing between the slats of your bed base does not exceed 5 cm. Make sure your bed base meets this requirement to fully enjoy the benefits of your Hiboo mattress.
Are Hiboo mattresses treated against dust mites?
Only our Premioo mattress is specially treated against dust mites, thus offering additional protection for people sensitive to allergens. For our other models, although they are not treated against dust mites, we strongly recommend that you use a mattress protector treated against dust mites. This will allow you to benefit from effective protection while extending the life of your mattress.
What are the possibilities for personalizing your beds?
At Hiboo, personalization is at the heart of our approach. You can choose the ideal size, the comfort of your mattress, the design of your headboard and the color of your bed. Custom-made is also available to meet your specific needs.
Where are your products made?
All our products are made in Belgium, with the exception of our storage beds produced in the North of France.
Do you make custom-made products?
Yes, we also offer tailor-made options to meet all your specific requests. Please send us your request to the following email address: hello@hiboo.be
Can I add a product to my order?
Yes, you can simply add the additional products you want to your current order. If you encounter a technical problem while adding, please contact us at hello@hiboo.be .
Can I pay in installments?
Yes, you can pay for your order in installments through Alma. Installment payment options are available during the ordering process.
ORDER AND PAYMENT
How to order ?
You can place an order directly on our website or in one of our stores:
Hiboo Ixelles Store
Rue Armand Campenhout, 56
1050 Ixelles
Hiboo Waterloo Store
Chaussée de Bruxelles, 238
1410 Waterloo
I can't add an item to my cart, what should I do?
If you are having trouble adding an item to your cart, it may be a technical issue. Please contact us at hello@hiboo.be. Our team will be happy to assist you in resolving the issue.
What are the payment options?
Payment can be made via Bancontact, credit card, PayPal or Apple Pay. You can also opt for payment in 3 installments via Alma.
I can't validate my payment, what should I do?
If you have any difficulties validating your payment, please contact us by email at the following address: hello@hiboo.be .
My order has been validated but I have not received my confirmation email. Is this normal?
If your order has been validated but you have not received a confirmation email, please check your junk mail. If you cannot find this email, we invite you to contact us at hello@hiboo.be so that we can send you the confirmation of your order.
Where can I find my invoice?
To obtain your invoice, simply request it by sending an email to the following address: hello@hiboo.be. Our team will be happy to send it to you quickly.
How do I cancel my order?
If you wish to cancel your order, we recommend that you contact us as soon as possible at hello@hiboo.be. If the cancellation request is made too late and the factory has already started production, we may not be able to cancel the order. In this case, we will inform you of the available options.
What should I do if I haven't received my order?
If you have not received your order within the expected time, please contact our customer service at hello@hiboo.be with your order number. We will ensure delivery as soon as possible.
How do I know if my payment was successful?
After completing your payment, you will receive a confirmation email. If you do not see this email in your inbox, remember to check your spam folder. If you still have not received anything, do not hesitate to contact our customer service at hello@hiboo.be to check the status of your payment and order.
Can promotional codes be combined?
Promotional codes cannot be combined. You can only use one promotional code per order. If you have several codes, we recommend that you choose the one that offers you the best discount.
What should I do if my promo code doesn't work?
If your promotional code does not work, please send an email to our customer service at hello@hiboo.be specifying the code you are trying to use.
How do I modify my order?
If you wish to change your order, it is essential to do so as soon as possible after placing it. If the request is made immediately after ordering, we will be able to change it without any problems. Simply send your request to our customer service at hello@hiboo.be .
If you do not make this request directly after placing your order, the possibility of modification will depend on the processing status of your order. In this case, we will evaluate each request on a case-by-case basis to see if it is still possible to make changes.
How does the 60-night trial work?
The 60-night trial allows you to test your Hiboo mattress at home. If, after this period, you are not completely satisfied, you have the possibility to return it. To learn more about the conditions and process of the 60-night trial, click here .
DELIVERY AND ASSEMBLY
What should I do if I haven't received my order?
If you have not received your order within the expected time, please contact our customer service at hello@hiboo.be with your order number. We will ensure delivery as soon as possible.
How can I change my address?
If you need to change the shipping address of your order, please send an email to our customer service at hello@hiboo.be with your order number and the new shipping address. Our team will update your information before shipping.
Can I change the day of my delivery?
If you wish to change the day of your delivery, please let us know as soon as possible. Simply send your request to our customer service at hello@hiboo.be . We will do our best to adjust the delivery date.
What are the delivery times and costs?
We offer delivery of our products anywhere in Belgium, with the exception of beds that must be delivered to floors above the second.
For the beds:
Upon receipt of the deposit, we begin production of your bed. From then on, allow 5 weeks.
For other products:
Your order will be delivered within 72 hours.
What are your delivery areas?
We deliver throughout Belgium. To arrange delivery outside Belgium, please write to us at hello@hiboo.be .
Do you have an assembly service?
Assembly is offered for our boxspring beds. For the assembly of the storage beds, it costs 45 euros if you want this service.
RETURNS AND WARRANTIES
What to do in the event of a defect?
If you notice a defect on your Hiboo product, we invite you to send an email to our customer service at hello@hiboo.be specifying the problem encountered and attaching, if possible, photos of the defect. Our team will assist you in resolving this problem, whether by repair, exchange or other suitable solution.
How do I make a return during the 60-night trial period?
If you wish to make a return during the 60-night trial period, you can follow the detailed steps on our dedicated page. To learn more about the return process and conditions, click here .
What is your return policy ?
You have 14 days from receipt of your bed to return it to us. The return costs are your responsibility. Please note that the bed must be returned in its original condition. Detailed return instructions are available in our general conditions of sale. To organize the return of your bed, please contact us by email at hello@hiboo.be indicating the order number in the subject of the message.
Is it possible to cancel my order?
You have 24 hours after validation to cancel your order. Write to us at hello@hiboo.be to let us know.
What should I do if an item in my order is defective or missing?
We sincerely apologize for this inconvenience. Please contact us at hello@hiboo.be . If you notice a defect, please attach photos to your email to facilitate the processing of your request.
What warranty is there on your products?
Our mattresses have a 10-year warranty.
Boxsprings are guaranteed for life.
Our storage beds are guaranteed for 5 years.
How do refunds work?
Once your refund request has been sent to our email address hello@hiboo.be , we will organize the return with you. If the product is compliant, a full or partial refund will be made depending on its condition. We will refund the amount to the account used for payment.
STORES AND SHOWROOMS
Where are your stores located?
Hiboo Ixelles Store
Rue Armand Campenhout, 56
1050 Ixelles
Hiboo Waterloo Store
Chaussée de Bruxelles, 238
1410 Waterloo
What are the opening hours of your stores?
Hiboo Ixelles Store
Closed: Sunday, Monday
Open: Tuesday - Saturday: 10:30 a.m. - 6:30 p.m.
Hiboo Waterloo Store
Closed: Sunday
Open: Monday - Thursday: 10:00 a.m. - 6:00 p.m.
Friday - Saturday: 10:00 a.m. - 6:30 p.m.
ADVICE AND MAINTENANCE
How do I maintain my mattress?
To prevent stains and maintain the quality of your mattress, the use of a mattress protector is recommended. Change it every time you change your sheets, which is about every two weeks. To extend the life of your mattress, alternate its position every 3 months.
Find all our advice here .
How do I maintain my duvet?
Make sure to ventilate your room and shake out your sleeping bag regularly.
It is recommended to wash your duvet once or twice a year at a temperature not exceeding 40°C.
To maintain its volume and softness, tumble drying on a delicate program is crucial. To improve drying efficiency while using less detergent, add two or three tennis balls to the drum.
If you don't have a dryer, opt for dry cleaning.
It is essential to ensure that the filling is completely dry before reusing your duvet, especially for models made from natural materials.
Find all our advice here.
How do I maintain my pillows?
Ventilate your room and pat the duvet regularly.
Wash your pillows once or twice a year, at 40°C maximum.
To increase drying efficiency while saving laundry, place two or three tennis balls in the drum.
In order to preserve their plumpness and fluffy appearance, it is essential to put your pillows in the dryer on a gentle cycle.
Make sure the filling is completely dry before enjoying your pillow again.
Find all our advice here .
PROMOTIONS AND SPECIAL OFFERS
Do you have any current offers?
To thank you, we are offering you a 5% discount when you register, applicable on your first order. From time to time we make offers through partners – follow us on social media so you don't miss anything.
Do you do promotions?
We do not make promotional offers. We work without intermediaries, in direct contact with our manufacturers, in order to offer you products at fair prices all year round. However, to thank you, we are offering you a 5% discount when you register, which you can benefit from on your first order.
CONTACT AND SUPPORT
How to contact us ?
You can contact us on our site via the contact form here.
Or via our stores:
Hiboo Ixelles Store
Email: ixelles@hiboo.be
Telephone: +32 472 42 84 21
Hiboo Waterloo Store
Email: waterloo@hiboo.be
Telephone: +32 471 59 58 48