FAQ
1. ORDERING
1.1 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 anytime.
However, by setting up an account with us, it will allow you to order without having to enter your details each time you shop with us. You can sign up right now, or you can first start shopping and create your account before your check out.
1.2 How do I /create an account?
Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal particulars.
1.3 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.
1.4 How do I pay for my orders?
We accept payments via Paypal and all major credit and debit cards such as Mastercard, VISA and American Express.
1.5 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.
1.6 I have a discount code, how can I use it?
Key in the voucher code at the field “Voucher Code” and click “Add” 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.
1.7 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. Alternatively, you may check the status of your order in “My Account” if you are a registered user.
2. SHIPPING & DELIVERY
2.1 When will my order be processed?
All orders will be processed within 5 working days, excluding weekends and public holidays. Time stated is based on Singapore Time (UTC/GMT +8hours).
2.2 How long will it take for me to receive my order?
The Standard courier delivery time frame is approximately 5 working days and the Express courier is approximately 3 working days from the time of placing your order. This is applicable only to all Singapore deliveries.
2.3 How can I track my delivery?
Once the order has been dispatched, an email confirmation will be sent to you with the tracking number. You may check and track the delivery status of your orders with our local logistics partner, with your 6-digit Order Number for all Singapore deliveries.
2.4 What are the shipping charges like?
Shipping is FREE for all Singapore deliveries via Standard courier. Upon entering your delivery details, we will auto calculate the delivery charges based on your given address without the need for payment or registration. We do not deliver overseas.
2.5 Can I change my shipping address after my order has been confirmed?
Unfortunately, we are unable to redirect orders once your order is confirmed. Therefore, please ensure you provide the correct shipping address.
2.6 There is a missing item in my order, what should I do?
We apologize for sending you an incomplete order. Please contact our Sales Team at +65 6287 6288 or email enquiry@themattressboutique.com, and we will get back to you as soon as we can.
2.7 I’ve received a defective/incorrect item, what should I do?
We apologize if you had received a defective/incorrect item from us. Please contact our Sales Team at +65 6287 6288 or email enquiry@themattressboutique.com with a snapshot of the product and we will get back to you as soon as we can.
2.8 I’ve purchased the wrong size or color
We do not provide exchanges for size or color.
2.9 Will there be an additional charge for redelivery?
There are no additional charges for redelivery up to two times. It is chargeable on the third attempt onwards.
3. RETURN & REFUND
3.1 Is there any sleep trial?
For hygiene reasons, we do not offer any sleep trials, we do not accept any returns once a mattress has been opened. For the same reason, you can be assured that all mattresses delivered to you are 100 % brand new and not repacked from returned mattresses.