Frequently Asked Questions

How long does the delivery take?
We offer next-day delivery to customers who reside in Hong Kong. Items ordered before 10:00am will be delivered the next working day. Items ordered after 10:00am will be delivered the following working day.
 
For example, a mattress ordered before 10:00am on Monday will be delivered on Tuesday and a mattress ordered at 12:10pm on Monday will be delivered on Wednesday.
 
A mattress ordered before 10:00am on Friday will be delivered on the following Monday, and a mattress ordered at 7:00pm on Friday will be delivered on the following Tuesday.
 
If your delivery address is in any area outside of Hong Kong Main Island and New Territories, the delivery will be made within 3-6 working days.
How do I unbox the mattress?

Upon taking mattress out of the box, let it expand for a few minutes and it will be ready for a good sleep. It will usually take 48 to 72 hours for the mattress to fully inflate.

My delivery address is outside of Hong Kong Main Island and New Territories

If your delivery address is in any area outside of Hong Kong Main Island and New Territories, there will be a delivery top-up required (prices depends on the location ranging between 800 to 1500 HKD). Delivery will be made within 3-6 working days.

How does the 120 Night Trial work?

The 120 night trial begins when the mattress is delivered to your home. The Origin Mattress supports the natural alignment of your body unlike any other mattress, so it can take some time for your body to completely adjust. Similar to when you start fixing poor posture, it may feel odd or uncomfortable at first, so we highly recommend you sleep on it for a few weeks to give your body a chance to adjust. If you’re still unsatisfied after 25 nights, you can request for a full refund.

When does the 120 Night Trial begin?

Our 120 Night Trial starts from the date the mattress arrives at your home.

How do I apply for a full refund?

Refunding the mattress is quick & easy. Simply send us an email with your (1) order number, (2) image of mattress, and (3) reason for returning to [email protected], and leave the rest to us. Once our friendly customer support team receive your request, the refund will take 7-14 days to process and credited directly back to your original payment method.

Do you have a showroom?

Our showroom is located at Unit 806, 8/F, LT Tower, No.31 Chong Yip Street, Kwun Tong, Kowloon, Hong Kong (Near Ngau Tau Kok MTR station exit A)

Monday – Sunday : 1130am – 730pm

Showroom number : 2789 9399

What is the Origin Mattress made of?

The Origin Mattress is a hybrid mattress made from 6 layers of ultra high-quality materials, which are durable & provide great body support. Top Layer: Airflow Tencel Cover, Middle Layers: Natural Latex Layer, Cooling Gel Memory Foam, Foam Encasement Layer, Reflex Support Layer, Base Layer: Vanadium Calico Encased Pocket Springs

What is a hybrid mattress?

Traditional mattresses are usually made from a single material like foam, latex, or pocket springs. A hybrid mattress like the Origin Mattress combines the different materials into one perfect mattress. Many sleepers enjoy hybrid mattresses as they provide a more balanced sleep experience – with the softness & pressure-relief that comes from memory foam, yet still retaining the supportive firmness, motion isolation, and bounciness due to the latex & pocketed springs core. Hybrid mattresses are also more durable and have longer lifespans then traditional mattresses.

What makes Origin Mattress different from other brands?

Simple answer: The Origin Hybrid 6-layer technology. No other mattress has our hybrid technology which combines some of the highest quality materials in the market into one perfect mattress. The Origin Mattress has gone through dozens of sleep trials, more than 10 different product tests and over 100 density changes before making it to market.

Will the Origin Mattress feel hot?

No. The Origin Mattress is designed to sleep cool in Hong Kong’s weather. Its gel-infused memory foam has effective cooling properties and wicks away body heat. In addition, Tencel is highly breathable & promotes airflow, ensuring you enjoy a cool & comfortable sleep.

Is the Origin Mattress safe for people who are sensitive to allergens?

Yes. The Origin Mattress is hypoallergenic, anti-parasitic, and anti-microbial. This means it’s completely safe for people who are sensitive to allergens, including children & elderly.

Will the Origin mattress sink in overtime?

No. The Origin Mattress is engineered with some of the highest quality materials in the market, and its unique 6-layer hybrid construction provides strong support at the core, making it much more durable and resistant to sinking than regular mattresses.

What is the lifespan of Origin Mattress?

Any good mattress should last at least 7-8 years. However, some mattress brands last longer, which is even better! Origin offers one of the longest-lasting mattresses, with a lifespan of between 10-20 years (depending on how you care for it) which makes it a great investment for perfect supportive sleep.

How long is the warranty for Origin Mattresses?

15 Years (from date of purchase)

This limited warranty covers the following:

  • Visible indentations greater than one (1) inch (2.54cm) resulting from flaws in manufacturing and not from normal wear and tear. Normal wear and tear requires that the mattress be continuously supported by a proper bed frame to support the collective weight of the mattress and its user(s).
  • Any physical or structural flaw in the mattress that causes foam to split or crack, despite normal usage and proper handling.

This limited warranty does not cover the following:

  • A normal increase in softness of the foams which does not affect the actual pressure-relieving properties of the product.
  • Individual comfort preferences relating to firmness, design, materials and feel.
  • Physical and/or structural damages including, but not limited to, stains, burns, tears, cuts, or liquid damage resulting from use by the customer.
  • Damage due to use with an inappropriate foundation.
  • Damage incurred by transportation after initial delivery provided by Origin.
  • Damage resulting from washing or drying the mattress cover.
  • Any minor manufacturing flaws to the product or packaging including, but not limited to, cosmetic flaws such as uneven stitching, dented/dirty carton boxes, etc.
  • Any warranty claim is only applicable within the country of original delivery by the original purchaser.

Origin Sleep will, at its sole discretion, determine whether a repair or replacement of a defective mattress is appropriate.

How long is the warranty for Origin Pillows?

2 Years (from date of purchase)

This limited warranty covers the following:

  • Visible indentations greater than one (1) inch (2.54cm) resulting from flaws in manufacturing and not from normal wear and tear.
  • Any physical or structural flaw in the latex pillow that causes the foam to split or crack, despite normal usage and proper handling.

This limited warranty does not cover the following:

  • A normal increase in softness of the foams which does not affect the actual pressure-relieving properties of the product.
  • Individual comfort preferences relating to firmness, design, materials and feel.
  • Physical and/or structural damages including, but not limited to, stains, burns, tears, cuts, or liquid damage resulting from use by the customer.
  • Damage due to use with an inappropriate foundation.
  • Damage incurred by transportation after initial delivery provided by Origin.
  • Damage resulting from washing or drying the pillow cover.
  • Any minor manufacturing flaws to the product or packaging including, but not limited to, cosmetic flaws such as uneven stitching, dented/dirty carton boxes, etc.
  • Any warranty claim is only applicable within the country of original delivery by the original purchaser.

Origin Sleep will, at its sole discretion, determine whether a repair or replacement of a defective mattress is appropriate.

How can I claim my warranty?

Claims covered under these limited warranty may be made by reaching us at [email protected].

IMPORTANT

If you notice that your product or its individual components are damaged upon unboxing, please notify us immediately in writing by email at [email protected] within three (3) days of receipt of your delivery.

In order to process an exchange or replacement part request, we will require photos of the damaged component(s) before they have been used for assembly. Claims made after three (3) days of receipt of delivery are subject to fees.

Still have a question?

Don’t worry, our friendly customer support team can help!

CONTACT US