FAQs

It's easy to order online through our shop! Simply select your desired product, add it to your shopping cart, and follow the steps in the checkout.

Our site guides you intuitively through the entire ordering process – from product selection to secure payment.

If you need support, our team will be happy to help you via chat, email or telephone.

At QUQON you can choose from many secure payment methods:

• Credit card (Visa, MasterCard, American Express)
• Apple Pay
• Google Pay
• PayPal
• Instant bank transfer (Klarna)
• Purchase on account (Klarna)
• Installment payment (Klarna)
• Prepayment / Bank transfer
• EPS
• UnionPay (Country-dependent)

All payments are of course SSL-encrypted and absolutely secure.

Yes, both are possible!

Through our partner Klarna you can conveniently pay by invoice with a 30-day payment term or in flexible monthly installments.

Simply select your preferred option directly at checkout.
Should you encounter any problems, please feel free to contact us at any time.

After completing your order, a confirmation page with all the details will appear – this is your sign that everything has worked.

Shortly afterwards you will also receive an order confirmation by email , which contains all the important information:

Your ordered products, delivery address, payment method and confirmation of successful payment.

If you receive a message that the payment failed , it was not processed – therefore your order was not completed.

In this case, please simply try again or choose another of the available payment methods (e.g. PayPal, Klarna or credit card).

If your payment via Klarna was declined, this is not due to QUQON, but to an internal decision by Klarna.

This is based on an automated check that takes into account various factors such as creditworthiness, billing address, or previous payments.

Don't worry – you can still easily complete your order:

👉 Simply select an alternative payment method at checkout, e.g.

• Prepayment / Bank transfer
  
• credit card
  
• PayPal
  
• or Apple Pay / Google Pay
  

If you have any questions about the Klarna check, you can contact Klarna customer service directly: www.klarna.com/at/kundenservice

If you saw the confirmation page but didn't receive an email, please check the following:

1. Whether your email address was entered correctly during the ordering process.
   
2. Perhaps the email ended up in your spam or advertising folder .
   

If you're still unsure, just write to us – our team will be happy to help:

📧 office@quqon.com or directly via the chat in the bottom right corner of our website.

As long as your order has not yet been shipped, you can change it free of charge.

Simply send us an email as soon as possible to office@quqon.com – we will take care of it immediately.

If the goods are already on their way, you can of course return them within the statutory return period or under our trial sleep guarantee.

As soon as your order leaves our warehouse, you will receive a shipping confirmation via email .

Inside you will find a tracking link that allows you to easily track your delivery online.

• 📬 You can track postal shipments (e.g. pillows, blankets, bed linen) directly via the Austrian Post link.
  
• 🚛 Deliveries by freight carrier (e.g. mattresses) will be announced in advance by our partner by phone or email – so you know exactly when delivery will take place.
  

If you haven't received a shipping confirmation, please also check your spam folder or simply contact us at office@quqon.com – we'll be happy to help.

No – you can easily order from QUQON as a guest without creating an account.

If you wish, you can also create a free customer account to keep track of your orders.

With a customer account you can:

• 📦 View your orders & shipments anytime
  
• 🧾 Download invoices and order confirmations
  
• ⚙️ Easily manage your data & addresses
  

Here you can create your account or log in:

👉 Open customer account

If you have forgotten your password, you can easily reset it there.

Our products are delivered directly to your home in a sturdy cardboard box. To ensure you're relaxed even before your first night with QUQON, we ship our packages with Austrian Post. If needed, you can choose whether you want the package delivered to your home, your workplace, or a neighbor on the delivery day. You can easily track your package using the "Meine Post" app or online. Information about the Post app can be found HERE.

Shipping information for mattresses (excluding the Smart Mattress) over 170 cm wide: Mattresses over 170 cm wide are delivered by freight carrier.* You will receive a call directly from the freight carrier to arrange a delivery date. All delivery details will be discussed with you during this call. Please note that the freight carrier only delivers to the curb at your delivery address. If necessary, please arrange for someone to help you carry the mattress into your house/apartment. The QUQON Smart Mattress is an exception; it is always shipped via Austrian Post.

To make postal delivery even more flexible and convenient, there's the Post app! If you'd like to make changes to your delivery, you have the following options in the app or online:
- Select drop-off location : Have your package left at a convenient location at the delivery address.
- Redirect to a post office : Your package will be taken to a nearby post office and will be waiting for you there.
- Choose your preferred neighbor : The mail will be delivered to your chosen neighbor.
- Deliver to a collection point : Your parcel will be left for you at a post office collection point.
- Change the delivery date : You can postpone delivery by up to 5 days.

Once we receive your order, we usually ship your products within 1-5 business days. Most products will therefore arrive within a short time (2-4 business days). If you would like to be absolutely sure about the current delivery time for your desired product, simply contact us.

For products that are not in stock, you usually have to wait a little longer (3-5 weeks). This includes custom-made items and sold-out products.

In exceptional cases, a shorter delivery time may be indicated on the website than we can guarantee. In this case, we will contact you personally immediately after you place your order.

Shipping is always free for you within Austria and Germany. 🎉

For all other countries, shipping costs are automatically calculated at checkout – transparently and based on your delivery location.

You can find more information here: 👉 View shipping information

Yes, QUQON delivers to numerous European countries – including Germany, Italy, France, the Netherlands, Belgium and many more.

The exact shipping costs will be displayed at checkout or you can read them here .

All orders are securely packaged and shipped carbon-neutrally. 🌿

Don't worry, we won't leave you alone with this. 📦

Please take photos of the damaged packaging immediately (ideally before opening it) and send them along with your order number to office@quqon.com . Our team will review it right away and find a suitable solution for you.

Our standard delivery is free of charge to your front door – unfortunately, it is not possible to take away your old mattress.

However, if you would like even more convenience, we offer a premium delivery service in cooperation with our partner shipping company:

✔ Delivery to your bedroom
✔ Assembling your new QUQON mattress
✔ Packaging & old mattress will be taken away upon request.

You can find more information about this service here.

Oh no – that shouldn't happen! 😔

If your product arrives damaged or defective , please contact our support team immediately at office@quqon.com .

Please send us the following:

• one or two photos of the damage (preferably also of the packaging),
  
• your order number ,
  
• and a brief description of the problem.
  

Our team will find a solution as quickly as possible – whether it's an exchange, replacement or refund.

We want you to be 100% satisfied with your QUQON product.

Yes! Returns are free for you in Austria within the respective return period. 🇦🇹

The exact deadlines depend on the specific product – you can find details directly in the product information or in our terms and conditions .

👉 Returns from other countries may incur shipping costs.

Yes, you can cancel your order free of charge and without giving any reason within the statutory cancellation period of 14 days.

Additionally, our mattresses come with a 101-night trial: You can try them out at home in peace and quiet and return them free of charge if you're not satisfied. You can find more information in our terms and conditions .

Simply write to us at office@quqon.com .

We will explain the process to you and send you a return label or replacement packaging if needed.

If you wish to return your QUQON mattress within the trial period, don't worry – we make the process as easy as possible for you.

1. Register your return:
   Send us a short email to office@quqon.com with your order number and the product you wish to return.
   Our team will review your request and get back to you shortly with all the details about the process.
   
2. Arrange pickup:
   For mattresses, we organize the collection via our shipping company.
   We will provide you with all the necessary information and you can expect a call or email from the shipping company within 2-3 working days to arrange the exact pickup date.
   
3. Packaging:
   Please pack your mattress in the original foil to protect it from dirt and transport damage.
   If you no longer have the original film, we will gladly provide you with a new one.
   For this, we charge a flat fee of €15 , which we will conveniently deduct from your refund or bill in advance.
   
4. Collection
   Once you have packed the mattress, please let us know briefly, and we will arrange for the shipping company to pick it up.
   

The mattress does not need to be put back in its original box – it will be picked up whole by our shipping company.

Please ensure that it is carefully and hygienically packaged for transport, ideally in the original foil or a replacement package to avoid damage.

Once your return has arrived and been inspected, we will usually refund you within approximately 14 days. Due to logistical and personnel reasons, refunds may occasionally take a little longer.

Yes – you are of course welcome to try out our products and, in the case of the mattress, even sleep on them to really test them. That's exactly what our 101-night trial period for mattresses and 14 days for our other products is for.

Please ensure that the products remain in proper and hygienically sound condition .

Specifically, this means:

• no stains , cracks or damage ,
  
• no blood, sweat or other soiling ,
  
• and the products must not be washed or altered before being returned.
  

Products that are no longer in their original condition or show obvious signs of use may be excluded from return .

You can find further details in our terms and conditions .

At QUQON, you should be absolutely sure that your new mattress is a perfect fit for you – not just for one night, but for the long term.

That's why you can test our mattress at home for 101 nights in peace and quiet.

If you find during this time that it does not quite meet your expectations, you can return it free of charge and without any hassle .

We will arrange the pickup through our shipping company – you don't have to worry about anything.

💡 Tip: The 101 nights begin on the day of delivery, and you can of course sleep on the mattress as normal.

Your body is used to the old mattress – muscles, spine and joints adapt to certain lying habits.

That's why the new mattress might feel a little "unusual" at first.

We recommend allowing at least 3-4 weeks for the adjustment period .

Often, the best sleeping comfort is only achieved when your body has fully adjusted to the new feeling of lying down.

The 101-night trial sleep period applies exclusively to our QUQON mattresses.

For all other products – such as pillows, blankets or bed linen – the statutory 14-day right of return applies.

For hygiene reasons, returned mattresses are not resold at QUQON.

These are disposed of professionally or – where possible – passed on to partners for material recycling or donated.

The majority of our products are manufactured directly in Austria – with great attention to detail, state-of-the-art technology and under fair conditions.

Our down products (such as pillows and blankets) are made in Germany in a traditional company that has specialized in high-quality down processing for decades.

This allows us to always guarantee you the highest quality and short delivery routes.

Yes! All materials are certified according to OEKO-TEX® Standard 100 and therefore tested for harmful substances.

Our Austrian manufactory also bears the Austria quality seal of the ÖQA , which confirms tested domestic quality.

Of course. We use only high-quality, tested materials and pay strict attention to environmental and health compatibility – for healthy, restful sleep without compromise.

In addition to the statutory warranty of 2 years (§ 9 of our terms and conditions), we offer an extended warranty of 10 years on our QUQON mattresses and most of the accessories.

This guarantee applies to private use within Austria and covers physical defects or permanent changes in the mattress core – e.g., indentations of more than 3 cm when used properly.

What is excluded from the warranty?

The warranty does not apply in cases of improper use or maintenance, for example:

• Use on unsuitable slatted bed bases or sprung bases
  
• missing mattress protector or improper cleaning
  
• visible signs of wear, stains or mold
  
• natural changes in hardness or color
  

Also excluded are products marked as used , display items or demonstration models .

You can find all the details in our terms and conditions .

If you believe that a warranty claim exists, please contact us at office@quqon.com with a brief description of the problem and – if possible – photos of the affected area.

Our team will review the case and, if justified, arrange for free collection and inspection at our factory.

In the event of a warranty claim, the mattress will be repaired or replaced free of charge.

You can also find the exact procedure and the tiered warranty service (depending on the age of the mattress) in our terms and conditions .

Our QUQON products are designed to bring you joy for many years – with minimal maintenance.

Most covers are removable and washable , so you can easily clean them. You can find detailed care instructions directly with each product.

For a consistently fresh sleeping environment, we recommend:

• 🪟 Ventilate regularly: Let your mattress or pillow breathe regularly – ideally without a blanket.
  
• 🧺 Washing covers: Wash covers and cushions according to the care instructions, usually at 40°C on a gentle cycle.
  
• ☀️ Avoid moisture: Make sure your mattress can dry well after sleeping – this will keep it hygienic and dimensionally stable.
  
• 🧼 Gentle cleaning: Use mild detergents without bleach and avoid the dryer (except for down products, which should be gently tumble dried until completely dry) to protect materials.
  

With proper care, your QUQON sleep system will remain hygienic, breathable and like new for a long time.

Sustainability is not a trend for us, but a conviction.

The majority of our products are manufactured directly in Austria – in factories that guarantee fair working conditions and short transport routes.

Our down products come from a traditional German company that pays strict attention to animal welfare and sustainable sourcing.

We focus on:

• 🌍 Regional production with short delivery routes
  
• 🔁 Recyclable packaging and resource-saving materials
  
• ♻️ Durable quality to avoid waste
  
• 💨 Environmentally friendly shipping processes , climate neutral wherever possible
  

This creates sleeping comfort that benefits not only you, but also the environment. 🌱

Yes! Our materials – e.g. Lyocell (Tencel) , Kapok , Biogreen foam or natural cotton – are breathable, moisture-regulating and naturally hygienic and allergy-friendly .

They prevent the accumulation of dust mites and ensure a pleasantly dry sleeping environment.

For particularly sensitive sleepers, we also recommend washing the covers regularly and – if available – using a mattress protector.