1. Orders within Hong Kong (excluding Discovery Bay, Ma Wan and the Outlying Islands, but including Tung Chung) that include a mattress and without mattress removal services can be delivered Monday to Saturday (excluding public holidays) within 9am-6pm.

2. Orders to Discovery Bay or Ma Wan that include a mattress and without mattress removal services can be delivered Tuesday, Thursday or Saturday (excluding public holidays) within 9am-6pm.

3. Orders to the Outlying Islands (excluding Tung Chung, Discovery Bay and Ma Wan) or Macau will be shipped via courier within 2-4 working days, however multiple items in the same order may arrive separately in different packages.

4. Orders that do not include a mattress (i.e. toppers, pillows or other accessory products) will be shipped via courier within 1-4 working days.

5. Orders that do not include a mattress can be shipped to a SF Express store or service center (subject to meeting the individual store’s packaged weight / dimensional requirements), or our flagship store in Causeway Bay for pick-up within 2-4 working days.

6. Delivery services to post office boxes or restricted areas are not available.

7. Our logistics partners will contact customers before arriving for the delivery to confirm there is someone available to receive the order.

8. All orders to Hong Kong include free delivery to your door (entrance of your premises), with no additional stair charges (excludes internal staircases inside your premises). For orders to the Outlying Islands (excluding Tung Chung, Discovery Bay and Ma Wan) and Macau, free delivery is also included however if there are stairs required for delivery, customers will have to collect the order from the ground floor, otherwise an additional delivery fee of HK$100 per item / floor carried via stairs (minimum charge HK$300) will be charged.

9. Orders that include a mattress can be held for up to 6 months prior to delivery, while orders without a mattress can be held for up to 1 month, otherwise a stock-holding fee of HK$100 per mattress / week and HK$20 per accessory item / week will be charged. A period of less than one week will also be counted as one week.

10. Mattress installation services are not included with our standard delivery service, however our mattresses are easy and simple to set up with instructions enclosed in the box packaging.

11. Deliveries must be signed-off to confirm acceptance of delivery. We do not accept responsibility for goods left outside the door or with the building concierge at the customer’s request.

12. Mattress installation services are available through our white glove delivery service, which includes delivering the mattress to your home, setting up the new mattress on your bed, and removing any packaging. The service is priced at HK$450 per mattress and HK$100 per item / floor* carried via stairs (applicable to internal staircases inside your premises, if any) up to a maximum of 8 floors, paid in advance before delivery, and must be pre-arranged at least 2 working days before the scheduled delivery time. Unavailable for the Outlying Islands (excluding Tung Chung, Discovery Bay and Ma Wan) and Macau. Installation fees are non-refundable.

*For a continuous staircase not between separate floors, every 10 steps are counted as one floor, with charges being applied for staircases with two or more steps.

13. Old mattress removal services are available at HK$450 per mattress and HK$100 per item / floor* carried via stairs (separate quotation required for Discovery Bay, Ma Wan, the Outlying Islands except Tung Chung, and Macau) up to a maximum of 8 floors, paid in advance before delivery, and must be pre-arranged when placing the order or at least 2 working days before the scheduled delivery time. Available on Wednesday or Saturday (excluding public holidays) only. Mattress installation services can be added together at a discounted fee of HK$250 per mattress. Removal fees are non-refundable.

*For a continuous staircase not between separate floors, every 10 steps are counted as one floor, with charges being applied for staircases with two or more steps.

14. Requests to reschedule delivery or pick-up, change of address, add or amend product items or order cancellation must be made at least 2 working days before the scheduled delivery or pick-up time, otherwise an administrative fee of HK$200 will apply.

15. If the delivery or pick-up is unsuccessful due to an incorrect / incomplete address or contact details, or if the recipient fails to accept delivery or pick-up during the scheduled delivery time, the delivery or pick-up will be rescheduled to another date, and an administrative and logistics fee of HK$200 will apply.

16. In the event of a lift breakdown during delivery, we will arrange to have the order either a) dropped off at the building entrance, b) delivered via stairs to your door at a cost of HK$100 per item / floor (at our delivery team's discretion), or c) delivered at an alternate date, where an administrative and logistics fee of HK$200 will apply.

17. In the event of a typhoon warning signal of no. 8 or above, a black rainstorm warning signal, or other emergencies such as serious flooding, blocked or closed roads etc, deliveries or pick-ups scheduled for that date will be suspended and we will contact customers as soon as practicable to make alternate arrangements.