Frequently Asked Questions

Payment & Instalments

What payment methods do you accept?

We accept the following payment options:

  • Credit card including Visa, Mastercard, Union Pay, AMEX and more
  • Debit/bank card
  • FPX
  • 0% interest instalments (3, 6, 12-months)
  • eWallets (Touch 'n Go, Grab, Boost)

Do you accept online bank transfer (FPX)?

Yes, please select 2C2P as your payment option at checkout. We accept FPX from most major Malaysian banks:

  1. Alliance Bank
  2. CIMB
  3. Maybank
  4. Public Bank
  5. Affin Bank
  6. HSBC
  7. Bank Islam
  8. Hong Leong Bank
  9. Kuwait Finance House
  10. Bank Muamalat
  11. Bank Simpanan National
  12. Standard Chartered Bank
  13. UOB
  14. Bank Rakyat
  15. RHB Bank
  16. AmBank
  17. OCBC Bank
  18. Agro Bank
  19. Bank of China

How do I pay in instalments?

We offer 3, 6, and 12-month instalment plans.

For 3-month instalments, please select Atome PayLater as your payment option at checkout.

For 6 or 12-month instalments, please select 2C2P as your payment option at checkout, followed by Instalment Payment Plan (IPP) at the next page. We currently only accept Public Bank cards.

Do you accept eWallet payments?

Yes, please select 2C2P as your payment option at checkout. We accept the following eWallets:

  • Touch & Go
  • Grab
  • Boost

How can I apply a ShopBack coupon?

At the ShopBack checkout, you'll find a designated 'apply promo' field.

For New Users: If you're a new user, you should spot the coupon to apply when you click on the 'apply promo' field during checkout. This is where you can redeem your 20% discount. Ensure that you are a new user to ShopBack, meaning it's your first time using ShopBack to make a purchase from any brand, not necessarily limited to Origin.

Ordering

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

At the checkout page, key in the discount code at the field “Discount code” and click “Apply” before proceeding to check out. Please note that we are unable to manually apply the discount code to your order if you have missed keying it during checkout. 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 order confirmation email 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.

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 minimise errors. It is advisable to check your order before placing it.

How do I order?

Shop for the items you want and add it to your shopping cart (icon is located at the top right corner). 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 products as long as they are available. If you are unable to add a product to your shopping cart, please check whether it is sold out via the status indicated on the product page. For assistance on technical issues, please contact us at enquiry@originmattress.com.my

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 the user icon at the top right corner followed by ‘Register’ and fill in your personal particulars.

Delivery

Is the delivery free for every part of Malaysia?

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

Do you deliver to East Malaysia?

Unfortunately, at the moment we only deliver to West Malaysia.

How long does the delivery take?

Delivery to West Malaysia takes just 8 business days from your selected delivery date.

How does the 8-day delivery guarantee work?

We promise that you will receive your order in 8 business days, or you will be compensated RM50 for any delays. In the event that your delivery exceeds 8 business days, you can claim the compensation from us by writing in to enquiry@originmattress.com.my

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

Please contact our hotline +60 154 600 0146 (11am – 5pm) immediately or email us at enquiry@originmattress.com.my with your order number.

Disclaimer and Promotion Terms

Disclaimer

Transporter will not be liable for damages to the property space, flooring, furniture, fixtures and fittings when moving, transporting, installing or assembling.

The transporters would exercise utmost care and safety while executing their duties/work to prevent any damages.

To prevent the risk of any damages that might occur home/property owners and occupants can do the following:
1. Ensuring a clear path and remove any item in the vicinity of the path that might hinder movement, topple or might be affected in any way possible.
2. Lining or placing covers on the flooring or walls to prevent scratches or any unintended damages.
3. Proper communication with the transporters to let them be made aware of the situation, such as wet paint/coating/polish/lacquer and etc.

Free Pillow Promotion Terms & Conditions:

In the event that a refund is initiated under our 120-night free return policy, all free gifts (i.e. pillow, mattress protector, duvet etc) must be returned in their original condition along with the mattress. Failure to return the free gift may result in the retail value being deducted from your refund.

Showroom

Do you have a showroom?

Yes! Our showroom is opening soon and is located at:

0545A, Blok Podium, Berjaya Times Square, Jln Imbi, 55100 Kuala Lumpur, Malaysia

You can find directions for getting there here.

Trial & Returns

Do you offer a night trial on your products?

Yes. Origin Mattresses come with a 120-Night Trial.

Our pillows and toppers come with a 7-Night Trial.

When does the night trial begin?

Our night trial starts from the date the product arrives at your home.

How does the 120 night trial work?

The 120 night trial starts from the same night of the date you receive your product via delivery. 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.

How do I return products for a full refund?

Returning is quick & easy. Simply send us an email with your (1) order number, (2) image of product, and (3) reason for returning to enquiry@originmattress.com.my, and leave the rest to us. Our friendly customer support team will arrange to pick up the products 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.

What if the products are not as new when I return it?

Not to worry, we will uphold our night trial promise as long as the returned products are not extensively damaged. Please refer to our Terms & Conditions for more information.

Do I need to return the product 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 product in its current condition from your home.

Do you resell the returned products?

No way! Every product is fresh out of the box and it is strictly against our policy to resell used items. Depending on the condition of your returned product, we will either:

  • Donate to one of our partner charities (only if in mint usable condition)
  • Recycle or Discard

Can I return or exchange from a different address?

For all return or exchange requests, the return address must be the same as the original delivery address. We are unable to arrange pickups from a different location due to operational and verification constraints.

Disposal

Can you dispose my old mattress?

Yes! Mattress disposal service is available as an optional add-on at a flat fee of RM350. You can select this option at the product page.

Warranty

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 enquiry@originmattress.com.my

Please inspect your product and its individual components carefully within three (3) days of receipt of delivery. You must report, within three (3) hours 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).

Origin Hybrid Mattress

How do I unbox the mattress?

Unboxing is quick & easy! Upon removing the mattress from 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 to its full size.

What is the Origin Mattress made of?

Origin Mattress is a hybrid mattress made from 6 layers of ultra high-quality materials, which are durable & provide great body support.

  • Top Layer: Luxurious Tencel™ Pillow-top
  • Middle Layers: Natural Latex, CloudCool Memory Foam
  • Base Layer: 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 is the difference between Origin Hybrid vs Origin Hybrid Pro Mattress?

Origin Hybrid Pro is designed to be extra cooling & extra comfortable for users who want to take their sleep to the next level.

Pro-only Exclusive Premium Layers: Polar Silk Tencel™️, PolyAdapt Open-Cell Support Foam, ErgoCoil Micro-Precision Springs, 7-Zone ErgoCoil Support Springs

Pro-only Exclusive Features: Mattress Handles

Thickness: The Origin Hybrid Pro is thicker at 30.5cm/12 inches compared to the original Hybrid at 25cm/10 inches.

What makes Origin Mattress different from other brands?

Simple answer: Origin's patent-pending 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. 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.

Do Origin Mattresses come with any safety certification?

Yes. Origin Mattress is CertiPUR-US® certified, one of the most recognised certifications for high quality mattresses. This means that our materials have been analysed by independent, accredited testing laboratories and have passed rigorous testing to establish that it's safe.

Will the Origin Mattress sink in over time?

No. 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.

Do I need to flip or rotate my mattress?

You don't have to flip the mattress (phew), but rotating your mattress regularly is one of the very few conditions of your warranty. Take it for a 180-degree spin on the base every 3-6 months. To make life easier for you, our mattresses come with handles for a simpler spin. 

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.