Frequently Asked Questions

Ordering

Do I need to open an account in order to shop with you?

No, you don’t need to. You can make purchases and check out as a guest everytime. However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. 

How do I /create an account?

Please click on “Login” followed by ‘Register’ and fill in your personal particulars.

How do I order?

Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.

I have problems adding items to my shopping cart

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.

How do I pay for my orders?

We accept payments via all major credit and debit cards such as Mastercard, VISA  and eWallet payments via 2C2P (ShopeePay, GrabPay, Boost, Touch n Go), and Atome.

Can I amend and cancel my order?

Unfortunately we are unable to cancel an order once it has been placed. This will allow us to pack your orders efficiently and to minimize errors. It is advisable to check your order before placing it.

I have a discount code, how can I use it?

Key in the coupon code at the field “Coupon” and click “Apply Coupon” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.

How will I know if my order is confirmed?

After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. 

Is delivery still ongoing during the MCO lockdown?

Yes! We are still delivering to all areas in Malaysia during the MCO lockdown.

Is the delivery free for every part of Malaysia?

Right now we only deliver to West Malaysia and the delivery is free. 

How long does the delivery take?

Delivery to West Malaysia takes between 6 – 8 business days. Delivery to East Malaysia takes an additional 10 – 15 business days.

How do I unbox the mattress?

Upon taking mattress out of the box, let it expand for at least 2 hours and it will be ready for a good sleep. It will usually take 48 to 72 hours for the mattress to fully inflate.

What happens if I need to change my delivery date/address?

Please contact our live chat support immediately or email us at [email protected] with your order number.

Can you dispose my old mattress?

To ensure safety and hygiene during the COVID-19 period, this option is currently not available at the moment.

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 return it 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 return the mattress for a full refund?

Returning 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. Our friendly customer support team will arrange to pick up your mattress from your home. Once we receive your return, the refund will take 7-14 days to process and credited directly back to your original payment method.

Do I need to return the mattress in the box?

Don’t worry, we wouldn’t dream of asking you to get it back in the box! Our delivery team will pick up the mattress in its current condition from your home.

What if the mattress is not as new when i return it?

Not to worry, we will uphold our 120 Night Trial promise as long as the mattress is not extensively damaged and it is returned within 120 nights. Please refer to our Terms and Conditions for more information.

Do you resell the returned mattresses?

No way! Every mattress is fresh out of the box and we never resell used mattresses. Each returned mattress is either sent to a third-party recycling company or discarded.

Do you have a showroom?

No, we believe trying a mattress for 5-10 minutes in a showroom is not enough to tell if a mattress suits you or not. On the bright side, we are glad to offer a 120 Night Trial for you to try the mattress at home. If you don’t love it, you can return it for a full refund.

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 Malaysia’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 delivered)

For full warranty terms, you can refer to our Terms & Conditions.

How long is the warranty for Origin Toppers?

3 Years (from date delivered)

For full warranty terms, you can refer to our Terms & Conditions.

How long is the warranty for Origin Pillows?

2 Years (from date delivered)

For full warranty terms, you can refer to our Terms & Conditions.

How can I claim my warranty?

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

Please inspect your product and its individual components carefully within three (3) days of receipt of delivery. You must report, within three (3) days of delivery, any physical damage or defect that is present in the product at the time of delivery; any physical damage to the pillow after such initial three-day time period will not be considered a fault of Origin and may be subject to fees.

In order to process an exchange or replacement part request, we will require photos of the damaged component(s).

Privacy Policy

What information do we collect?

We collect information from you when you register on our site, place an order or subscribe to our newsletter.

When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address, mailing address or phone number. You may, however, visit our site anonymously.

What do we use your information for?

 Any of the information we collect from you may be used in one of the following ways:

To personalize your experience (your information helps us to better respond to your individual needs)

To improve our website (we continually strive to improve our website offerings based on the information and feedback we receive from you)

To improve customer service (your information helps us to more effectively respond to your customer service requests and support needs)

 To process transactions (Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested).

To send periodic emails (The email address you provide for order processing, will only be used to send you information and updates pertaining to your order).

How do we protect your information?

We implement a variety of security measures to maintain the safety of your personal information when you place an order or enter, submit, or access your personal information.

We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway providers database only to be accessible by those authorized with special access rights to such systems, and are required to keep the information confidential.

After a transaction, your private information (credit cards, social security numbers, financials, etc.) will not be stored on our servers.

 

Do we use cookies?

Yes (Cookies are small files that a site or its service provider transfers to your computer’s hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information.

 We use cookies to help us remember and process the items in your shopping cart and understand and save your preferences for future visits.

If you prefer, you can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies via your browser settings. Like most websites, if you turn your cookies off, some of our services may not function properly. However, you can still place orders over the telephone or by contacting customer service.

 

Do we disclose any information to outside parties?

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

 

Third party links

Occasionally, at our discretion, we may include or offer third party products or services on our website. These third party sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.

 

Personal Data Protection Act (Singapore)

By using this site, you agree to allow us to collect or use your information in an appropriate manner in accordance to the Personal Data Protection Act of Singapore.

 

Online Privacy Policy Only

This online privacy policy applies only to information collected through our website and not to information collected offline.

 

Your Consent

By using our site, you consent to our website’s Privacy Policy.

 

Changes to our Privacy Policy

 If we decide to change our privacy policy, we will post those changes on this page, and/or update the Privacy Policy modification date below.

 

Contacting Us

If there are any questions regarding this Privacy Policy you may contact us using the contact form.

 

Still have a question?

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

CONTACT US