FAQS

SFERRA is strictly following the guidance of the World Health Organization and local state authorities to ensure the safety of our employees and customers. We are ensuring all appropriate health and sanitary standards are maintained in our facilities.

Our fulfillment centers are currently operational and will continue to ship orders in the U.S. and all major locations globally.

We ship our products via UPS. Please visit the UPS website for information regarding their response to Covid-19.

For eligible returns, SFERRA provides a pre-paid UPS label via email. You may schedule a UPS pick-up from your home to avoid drop-offs in store.

What is a percale or sateen?

When buying sheets, the most important factor is how it feels to you, and a fabric’s weave is a strong indicator of feel. The differences between these two most popular weaves create two camps of sleepers.

Those who prefer percale are drawn to the cool crispness that the tight percale weave offers. It is at once smooth and soft, with a matte hand that is livable and unfussy. For the technically curious, this is created by weaving one weft yarn over a warp yarn, then under the next warp yarn, and continuing in the one-over one-under pattern.

Sateen lovers celebrate its lustrous sheen and silk-like handfeel. The ultra-smooth and almost slippery feel is a sensory experience that goes hand-in-hand with its more formal and luminous appearance. A sateen weave differs from percale in that the weft yarn may pass over two or more warp yarns, before weaving under, thus creating the smooth sheen.

Discover our suite of percale and sateen collections here.

How do I care for my linens?

All of our linens are accompanied by a care guide booklet, and specific instructions can be found on the care label sewn onto your SFERRA linens.

For all machine-washable fine linens, use only a mild liquid detergent free of added bleach, optical brighteners, whiteners, or fabric softeners as these additives can weaken the fibers.

For detailed care instructions, read our Care Guide.

Will my sheets shrink, and will they continue to fit my bed after laundering?

All cotton will shrink to some extent, but we anticipate this by cutting our items to allow for shrinkage. Many of our linens are woven on extra-wide looms, which allows us to create wider sheets and deeper fitted sheets.

Why do some sheets lose their sheen after laundering?

Sateen sheets, after their first washing, will lose some of their shine and silkiness due to the construction of sateen weaves. Ironing will smooth the fibers and restore the sheen of the fabric.

Do I need to iron my cotton sheets?

People do prefer to have their sheets ironed for the most elegant appearance. However, many people do not iron their sheets, preferring the comfort of cotton and its slightly wrinkled natural state.

To help your sheets look as crisp as possible without ironing, be sure to not over-dry them. Wash in warm water with a cool rinse, dry on a low setting, and remove from the dryer promptly while they are still slightly damp. Hang or fold to smooth.

Minimal touch ups with an iron—on the cuff or return, for example—will give a crisper appearance, especially to embroidered sheets (be sure to iron embroidery on the reverse side).

How long will my bed sheets last?

With proper care, fine bed linens can last for many years. In order to assure the long life of your bed linens, it is best to alternate the use of each set on a weekly basis.

Three sets of sheets for each bed is a good guideline to follow: one on the bed, one in the wash, one in the closet.

Always follow the instructions on the care label and our Care Guide for detailed care tips. Keep in mind that over-drying or washing or drying on a hot setting is the single biggest factor in reducing the life of your sheets.

Do your fitted sheets accommodate deep mattresses?

Our bottom fitted sheets have 17” pockets to accommodate thick mattresses, even when topped with mattress pads or other cushioning. For thinner mattresses, you can simply tuck the excess fabric under your mattress, or contact Customer Service to place a custom-size order.

I stayed at a hotel with SFERRA linens and would like to purchase. How may I purchase for my home?

We create linens especially for our partner hotel properties. Our Grande Hotel percale and Fiona sateen collections are available on our website and offer a similar sleep experience to that of our fine hotel partners. If you have additional inquiries about the linens you’ve experienced in a hotel property, please contact our Customer Service team at 877-336-2003 or customerservice@sferra.com.

How do I identify the style name of my linens?

Often our customers look to reorder their beloved sheets many years after their first purchase, and do not recall the collection name. We have added the style name to the labels of our best-selling basics, but if your linens are older than 2015, the label does not have any identifying numbers or codes (RN17415 is our Registered Number, found on all SFERRA products, and does not indicate a style).

Please contact us at customerservice@sferra.com with any descriptive features, and our Customer Service team will do their best to identify the item and/or recommend a comparable product from our current line.

Can I request a swatch before ordering?

For most of our fabrics we are able to supply a small swatch upon request. Please contact us at customerservice@sferra.com with your request and address, and we will do our best to accommodate you.

What is Giza 45?

The “45” in Giza 45 is the grade of cotton based upon the length and diameter of the fiber. The longer the fiber and the smaller the diameter, the finer the yarn can be spun from it.

This fineness of cotton fibers is measured in micronaires. The lower the micronaire value, the finer the fibers. While there are several varieties of Giza Egyptian Cotton, Giza 45 cotton fibers have the lowest micronaire value (2.95 micronaire), whereas extra-long staple and long-staple cotton fibers have micronaire values that can be 50% greater.​

Despite its fineness, Giza 45 is by no means delicate. These fibers are extremely strong with a very high breaking resistance (measured at an average of 44.3 g/tex), and the highest uniformity (index of 88.5) to create fabric that is smoother and with a naturally high thread count. This makes the woven fabric more resistant to wear and helps maintain a silky, luxurious texture with each wash. Read our Giza 45 Feature to learn more.

What is down?

Unlike feathers, down is the light, fluffy clusters found on the underside of a goose, duck, or any waterfowl. These clusters are soft, fine strands that stem from a central point, but have no quill. Down clusters interlock and trap air, acting as an insulator to keep you warm. Down also has the magnificent ability to “breathe”, allowing air to flow around the down and through the fabric.

We are committed to the responsible sourcing of down so that our customers may rest assured that our products have been held to strict standards regarding the welfare of animals. All of our down products are certified by The Responsible Down Standard® (RDS).

Read our Down Feature to learn more.

Which payment methods do you accept?

Prices displayed on SFERRA.com are quoted in U.S. dollars by default.

SFERRA accepts all major credit cards (Visa, Mastercard, American Express, Diners Club, Discover and JCB), and Shop Pay. The billing address must match the address registered with the payment method you want to use.

When will I be charged?

Your selected method of payment will be charged upon placing your order. You may see a preauthorization as a pending charge upon submitting an order.

What if I need to modify or cancel my order?

Most orders placed prior to 12pm ET Monday – Friday are processed and shipped the same day. Therefore, once your order is submitted there is a limited window of time during which an ord er may be cancelled.

Please note: no changes to an order can be made once an order has been submitted. If we are contacted prior to an order being packed and/or shipped, we may cancel the order and you may submit a new order.

If you wish to cancel an order, email customerservice@sferra.com or call 877-336-2003, 9am to 5pm ET Monday – Friday.

What if an item I ordered is unavailable?

SFERRA products for purchase online are subject to availability. While we strive to display the most up-to-date product inventory, on occasion, items you have ordered may be out-of-stock or backordered. If your order includes items that are not available for immediate shipment, we will contact you within 3 business days. You may elect to partially ship or cancel backordered items.

Can I place a custom order?

Custom sizes are available for select bedding and table linens in addition to monogramming services on select items. Please contact our Customer Service team to learn more about custom orders: 877-336-2003 or customerservice@sferra.com.

What is the status of my order?

You can check the status of your order by logging into your account or by contacting our Customer Service team.

What domestic shipping options do you offer?

Orders ship via United Parcel Service (UPS), and we are pleased to offer complimentary Ground delivery to the 48 contiguous states. Sonno Notte Mattress Toppers ship domestically for a flat rate of $50.

Domestic Shipping	Delivery Time	Flat Rate
UPS Ground	Within 8 Business Days	Free
UPS 3-Day	3 Business Days	$25
UPS 2-Day	2 Business Days	$50
Next Day	1 Business Day	$75
Saturday Delivery	Next Saturday	$100

Note: All orders of $2,000 and above will require a signature upon delivery.

Delivery times for all shipping methods are subject to the UPS holiday schedule. We recommend that you check schedules posted at ups.com prior to placing your order to confirm delivery cutoff dates.

Alaska and Hawaii Delivery

Delivery to Alaska and Hawaii are available via UPS Ground for a flat fee of $15 with a general delivery time of 8–15 business days.

White Glove Delivery

We offer white glove delivery for our Sonno Notte mattresses. The $250 flat-fee service includes set up of your new mattress in your room of choice, and removal of your old mattress. Our delivery partner will call to schedule a delivery window when your mattress is ready. Delivery to Alaska and Hawaii is currently not available for mattresses and foundations.

Due to Covid-19 precautions, white glove delivery for mattresses will be delivered to the doorstep only and will not be able to be placed in-home. We apologize for the inconvenience and hope to be back to our regular service levels in time.

Post Office Delivery

At this time, we do not deliver to PO/UPS Boxes, or APO/FPO/DPO.

When will my order ship?

Most orders ship within 1 business day, however some orders may take up to 3 business days to process. Orders placed after 12PM ET will be processed the following business day. Preorder items will arrive on the date indicated on the product page; please note that this is an estimated delivery date.

We do not ship on Saturdays, Sundays or the following holidays: New Years Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Black Friday, and Christmas Day.

What international shipping options do you offer?

We currently ship to the international destinations listed below.

Please note that the customer is responsible for paying all import duties and tariffs to the carrier upon delivery. For packages that are refused upon delivery, or are returned back to SFERRA, the customer will be responsible for all applicable duties, tariffs and fees to import the items back to the SFERRA returns center, including the actual shipping costs paid to the carrier to and from the United States. These costs will be deducted from the customer return.

Country/Region	Estimated Delivery Time	Flat Rate
Canada, Cayman Islands, Mexico, Puerto Rico	8-12 Business Days	$200
Albania, Australia, Austria, Bahrain, Belgium, Bulgaria, Cook Islands, Cyprus, Czech Republic, France, Georgia, Germany, Greece, Ireland, Israel, Italy, Kuwait, Monaco, Netherlands, New Zealand, Norway, Qatar, Saudi Arabia, Sweden, Switzerland, United Arab Emirates, United Kingdom	10-15 Business Days	$300
Barbados, Bermuda, China, Finland, Hong Kong, Hungary, Indonesia, Japan, Malaysia, Philippines, Singapore, Spain, Thailand, Aland Islands	10-15 Business Days	$400
Bolivia, Chile, Colombia, Portugal, South Africa	10-15 Business Days	$500

What is your return policy?

We take pride in our long-standing tradition of quality made essentials for the home. If you are not satisfied with an item purchased from SFERRA.com, we will gladly issue a refund with complimentary return shipping.

Please note the following provisions:

• Item(s) must be returned within 30 days of receipt.
• Item(s) must be in their original packaging and condition, with labels attached. Laundered items cannot be returned.
• Item(s) must have been purchased through SFERRA.com. Purchases from retail partners cannot be returned to our online store.
• Custom and made-to-order: Monogrammed items, custom table linens, fabric and made-to-order collections such Tailor Made, Nastro, Utopia, Frangia, SFERRA Giza 45 Dettaglio, and SFERRA Giza 45 Severina, are final sales and ineligible for exchange or refund, unless there is a manufacturer’s defect or error.
• Returns are refunded to the original method of payment.
• Exchanges cannot be made. We invite you to return any unwanted item(s) and make a new purchase.
• All sales become final after 30 days from receipt of shipment.
• Original expedited or international shipping fees, import duties and tariffs are non-refundable and will be deducted from the customer return.

What is the process for making a return?

A Return Number must be obtained in order to return any item(s) purchased through our website. Sign into your SFERRA.com account, and once logged in, click on “Orders” and select the item(s) that you wish to return.

Your return request will then be submitted to our Customer Service team. Once your return request has been approved, you will receive an automated email which will contain the Return Number, pre-paid UPS shipping label, and instructions on how to return your item(s). Please be sure to write the Return Number clearly and legibly on the outside of the box.

Most returns are processed within 7-10 business days upon receipt of your package. Please allow additional time to process returned items reported as defective/in need of inspection.

You will receive an automated email notifying you of your refund once processed. Eligible returns will be refunded for the full value of the returned merchandise to the original method of payment. Shipping costs will be refunded only if the return is a manufacturer error or if there was a shipping error on our part.

Credits to your account may take 3-5 business days to appear on your statement once the return has been processed.

Do you charge for return shipping?

We gladly offer complimentary return shipping on all U.S. orders. We are not responsible for return shipping on International Orders and are unable to reimburse international shipping fees.

How do I return a gift?

If you have received an item as a gift or did not create a SFERRA.com account, please contact us at customerservice@sferra.com.

When will I receive my refund?

Most returns are processed within 7-10 business days upon receipt of your package. Please allow additional time to process returned items reported as defective/in need of inspection.

You will receive an automated email notifying you of your refund once processed. Eligible returns will be refunded for the full value of the returned merchandise to the original method of payment. Shipping costs will be refunded only if the return is a manufacturer error or if there was a shipping error on our part.

Credits to your account may take 3-5 business days to appear on your statement once the return has been processed.

What is the process for a mattress return?

It is recommended that you sleep on your mattress for the full 90 days before deciding if it is right for you. If for whatever reason you are not pleased with your Sonno Notte Mattress, please contact Customer Service for assistance.

We will help schedule a free pick up or you may choose to donate your mattress yourself. If you schedule a pick up through us, your used mattress will be donated to a local charity, recycled or disposed of in an environmentally safe manner by our partner. You will receive your refund for the mattress (excluding the White Glove Delivery Fee) 7-10 business days after the mattress has been picked up or your proof of donation has been received. You must contact Customer Care within 90 days of delivery receipt to be eligible for a refund.

How do I change or cancel an order?

Most orders placed prior to 12PM ET Monday through Friday are processed and shipped the same day. Therefore, once your order is submitted there is a limited window of time during which an order may be cancelled. If you wish to make changes to your order, email customerservice@sferra.com or call 877-336-2003, 9AM to 5PM ET Monday through Friday.

Does SFERRA offer any promotions?

On occasion, promotional offers may be advertised via email, social media, through partnerships, on our website, or in other communications. Each offer is subject to change and is valid only on SFERRA.com. Offers cannot be applied to previous purchases and are not valid at SFERRA retail partner stores.

Please note that discounts and promotional codes are not valid on Sonno Notte, Sognante, or Curated by SFERRA, including Antica Farmacista, Fiammetta V, Glaze Studio and GUAXS products.

Promotional offers cannot be redeemed for cash.

Do you offer a trade discount?

We are proud to offer a trade program for designers, architects and industry professionals. Visit our Trade Program page or contact trade@sferra.com to learn more and apply.