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PROUDLY MADE BY MALAYSIAN 🇲🇾

Frequently Asked Questions

Welcome to Xora Support. Have any questions? We’re here to help! Our knowledge base and FAQs below should have most of the answers you need, but, feel free to reach out to us anytime.

ORDERS & SHIPPING

Within the Klang Valley, you will receive your delivery the next day or you could schedule it at a different date, from Monday to Saturday, 9 a.m. to 6 p.m. For the rest of West Malaysia, you will receive your delivery within 2-5 working days

For deliveries within Klang Valley, your item will be delivered to your doorstep using LALAMOVE.
Deliveries to the rest of West Malaysia will be handled and delivered by SKYNET.
For deliveries to East Malaysia, you can track the status of your delivery by contacting our customer support team.

The mattress weighs around 25 to 40 KG depending on the size. If you think you’ll struggle with carrying it, we recommend inviting someone over to help.

Yes, shipping is free everywhere in Malaysia.
If you’re in Klang Valley, we can deliver to you on Saturdays.

We accept the following payment options:

Credit cards including Visa and Mastercard
Debit/bank cards
FPX

0% interest instalments (Coming Soon!)

Once you take your mattress out of the box, it will expand and be ready to sleep on within minutes. For the mattress to fully inflate, it will usually take about 48 to 72 hours. We want to see you capture the magic of sleep! Record your unboxing video and tag us in it using @xoramattress.

TRIAL & RETURNS

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. But on the bright side, we offer a 100-night trial for you to try the mattress at home. If you don’t love it, you can return it for a full refund.

We offer a 100-night trial period. If you’re not sold by night 100, you can return your product, even if you’ve used it. You will be given a full refund.

The return pick up is free in West Malaysia. For East Malaysia, you will need to ship the product back to our nearest return warehouse (Selangor).

Please do keep the inner plastic packaging, as you will need it in case of a return to make sure the returned mattress is not damaged during transit.

We made it our mission to help Malaysians sleep better and we understand it takes time to feel the difference that Xora can make. With our risk-free trial and return policy, you can test out a brand new Xora mattress in the comfort of your own home, pressure-free.

Good things take time, and we understand that your body will need some time to adjust to a new mattress. From the day the mattress arrives at your door, you have up to 100 days to play, sleep and dream on the Xora mattress. Take your time to note down how your sleep improves along the way and decide if Xora is the one for you.

Within the trial, if you don’t absolutely love the Xora mattress, you can ship it back for a full refund. In West Malaysia, we will even arrange your return pick up for free!

We recommend spending at least 45 days with the Xora mattress because you’ve probably been sleeping on another mattress every night for the past few years and your body will need time to adjust to your new Xora mattress. That’s why we offer an extended trial of 100 days for you to test out the Xora mattress in the comfort of your own home.

No, you don’t need to keep the box! We use large industrial machines to compress and pack our mattresses, so they won’t go back into their original package. Please do keep the inner plastic packaging as you will need it in case of a return to make sure the returned mattress is not damaged during transit.
You can initiate the return with our customer service team at support@xoramattress.com. Please provide us your full name, order number and product.
Your refund will be issued within 5-7 business days after we have received the returned mattress.
All of our returned products are either recycled, or donated to those in need through our charitable partners.

MATTRESS

The Xora Mattress is made in Malaysia using modern, proprietary polyurethane foam. It is engineered in-house for better breathability, bounciness and pressure-point relief. For more in-depth information on the material and composition, read it here.
No, the Xora Mattress is engineered to keep you cool and comfortable. Instead, our unique foam features open-cell structure that increases ventilation for a cooler sleep.
Nope! The Xora Mattress is designed to be non-flip. If you sleep alone on one side of the bed or have a significant weight differential with your sleep partner, then we do recommend rotating the bed 180 degrees every 3-6 months.
Our industry-leading foam technology makes our foam ten-times more durable than regular foams and it is rigorously tested to ensure longer-lasting comfort and support. As a foam-based mattress, the Xora Mattress will require a firm, flat surface for proper support underneath. We also recommend rotating the mattress every 6 months for even wear.
The Xora Mattress has been rigorously tested and is free from all nasty chemicals which can be found in other mattresses. There are no heavy metals (such as lead or mercury), it is also made without phthalates and without the use of ozone-depleters.

Once you have received your new Xora, setting it up is quick and easy – just follow these steps:

  1. Unbox your Xora box on its side in the room that it will be used in.
  2. Cut open the outer plastic wrap using the opener found inside your welcome kit. Poke a hole, then slowly glide the blade across the plastic. (Be careful: don’t cut the mattress itself).
  3. Flatten out your Xora and tear open the inner plastic wrapping using your hands.
  4. Allow an hour for the mattress to expand. It will take 48 hours for it to fully expand, but you can use it almost immediately.
We recommend spot cleaning using a slightly-damp cleaning cloth and air-drying it naturally or using a blow dryer on low heat settings.

The Single Xora Mattress weighs 25 KG.
The Super Single Xora Mattress weighs 30 KG
The Queen Xora Mattress weighs 35 KG.
The King Xora Mattress weighs 40 KG.

As long as your sheets are compatible with the height of the Xora mattress, they will absolutely fit! The Xora Mattress is 25CM tall.
You can start snoozing right away! Once your sheets are on, you’re good to go! Just make sure your mattress is facing the right-side-up before putting your sheets on.
We recommend that you unbox your new mattress within a few days of receiving it. This will ensure the mattress inflates quickly and you’ll get the best Xora mattress experience.

WARRANTY

Yes, it comes with a 10 years limited warranty. Please check our Mattress Warranty here.

The limited pillow Warranty applies to defects due to faulty workmanship or materials, subject to the limitations described in this Warranty. The Defects include:
1. Severe softening or deterioration of the pillow core, not associated with the Xora Pillow Warranty exclusions stated below
2. Any other physical flaw or manufacturing defect in the material or workmanship of the product, when used normally for its intended purposes

If you believe your product is defective, please let our customer service team know via support@xora.com.my

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