Delivery

Will the delivery include assembly?

Delivery is only to your door. However, if you select the White Glove Delivery (an additional service charge applies) at checkout our team will unbox and assemble your bed frame, furniture and/or mattress.

Our mattresses are designed to be easy to unbox straight onto your bedframe. Our bedframes are also easy to assemble and all assembly instructions are online. Most furniture comes assembled, with the exception of some items requiring legs etc to be put on.

White glove service is not available in all countries, if you select it and it is not available in your country we will contact you and advise options.

Can mattresses be delivered globally?

As a general rule our mattresses can be delivered anywhere in the world. If your country does not appear on the delivery list please contact us and we will advise why and if alternative arrangements can be made.

Please note bedframes, furniture, kids items, and accessories are only available for delivery to certain countries due to issues with potential damage in shipping. If you would really like an item that is not available to be delivered to your country of residence please contact us and we can see if we can arrange alternate shipping.

Once I take the mattress out of the bag, what happens?

When you unbag the mattress it will spring into shape, but it may take 4-5 days before it reaches its ultimate size and shape. However it is ready to sleep on straight away. With the added bonus in that you now have a large storage bag for linens and duvets etc.

How big is the mattress bag?

The bag is approximately 45cm in diameter and then as long as the mattress is wide, so a queen mattress bag would be 150cm wide, a king mattress bag would be 180cm wide.

RETURNS

What can be returned?

Mattresses in like new condition that do not have stains or odours or any damage can be returned. We cannot accept returns on wrong sized mattresses and other items so please choose carefully. All retruns must be done within 100 days of delivery.

What can’t be returned?

Our 100 day trial and free return period only applies to Okooko and Heveya mattresses. It does not extend to bedframes, furniture, kids beds and furniture and accessories (including mattress toppers, sheets, pillows, mattress protectors etc) as these do not affect the comfort of the mattress.

How do I return or exchange my mattress?

If after 100 nights you decide the mattress is not for you please login or email enquiries@okooko.com to arrange the return of your mattress. We will issue you an RMA number and let you know the details for when the mattress will be collected from your home.

Once I have the RMA how do I physically return the mattress?

The mattress cannot go back into the bag once it has been removed. We have different companies for collecting returns in each company so our staff will guide you through the process for your country.

Can I exchange my mattress for a different firmness?

Yes, most certainly, we are more than happy for you to try a different firmness of mattress of after the 100 days free trial you feel the mattress is not completely to your liking. Please note that after the first free trial we do need to charge for redelivery. In Hong Kong this is approximately HK$500, for other locations we will need to advise on a case by case basis. Please email us at enquiries@okooko.com if you would like to arrange a different firmness.

What should I do if I receive a damaged product?

At the time of delivery please inspect your items. We ask that you please exhibit due diligence when signing for delivery.

If the item appears damaged:

  • Before signing the delivery receipt, inspect the carton(s) for damage (including dents, crushing, creasing, tears, etc) and note this on the receipt. The driver is not required to wait for you to unpack the item unless visible damage is seen.
  • If during delivery, it is obvious the item(s) are damaged, you may ask the driver to unpack and inspect the contents with you. If damage is found, clearly note it on the delivery receipt. Be sure to keep your copy and Contact Us immediately. If you suspect damage, please call (852) 2870 1132 before signing the delivery receipt.
  • For furniture and other non-mattress related deliveries - Please do not refuse delivery of shipments, even if the box appears damaged. Often a box can look “trashed” but due to the care taken in packaging our products, most likely only a replacement part is needed. It is much more efficient to send only a replacement part, rather than the entire piece. Digital photos of any damages are always required. Please photograph the piece as well as the box it arrived in. Be sure to keep all original packaging until the claim is resolved. We cannot pick up or replace any damaged items unless they are in their original packaging. Should items be refused due to damage and upon inspection it is found there are no damages you will be responsible for the shipping costs incurred.
  • For mattresses - Please refuse delivery of shipments, if the box appears damaged and once opened and inspected by you and the driver is found to be damaged. Please contact us immediately. Digital photos of any damages are always required. Please photograph the piece as well as the box it arrived in. Should items be refused due to damage and upon inspection it is found there are no damages you will be responsible for the shipping costs incurred.
  • If, upon opening a package, you find damage or defect related to the product, you must notify us within 5 business days.
  • After 5 business days all products will fall under the warranty of their respective manufacturer. Please refer to any warranty information that comes with your items for further instructions.

Additional fees may apply for the following:

  • Redelivery: If you miss your designated delivery appointment, the freight forwarder may charge you a fee. The decision to redeliver is solely that of the freight forwarder. Your item(s) may be redelivered to Okooko if you miss your designated delivery time or if the freight company is unable to contact you. In the event this occurs, the cost of return shipping will be deducted from your refund. Please also see the Refused Delivery section.
  • Storage Charges: You have 1 business day to respond to the freight forwarder once they contact you to arrange delivery. If the freight forwarder has not heard from you and needs to store your item(s), you may be charged storage fees as set by the freight forwarder, these vary from country to country. Storage fees may also apply if you are not able to accept delivery within 3 business days of the carrier contacting you.
  • Refusal of Delivery: You will be responsible for the total shipping costs for the refusal/return of any non-defective or undamaged item. This includes shipping to you and return shipping. Return shipping fees are to be paid directly to the freight company prior to shipment. If fees are not paid in advance, they will be deducted from your refund.
  • Extra Labour Fees: If you would like your item(s) to be carried into your home or up any stairs, additional fees may apply. These fees vary from country to country and may not be provided. Costs need to be negotiated directly with the freight forwarder.
  • By purchasing an oversized item, you authorize Okooko and/or the freight forwarder to assess any additional fees as necessary to credit card according to the fee schedule above.

What happens if I order the wrong sized mattress?

If you order the wrong sized mattress we will need to charge for collection and redelivery (this service is currently only available in Hong Kong and Macau). Please note conditions apply, the exchange must be notified to us within 24 hours of receipt and the mattress must be in unused condition. To save you money and ensure a great night’s sleep please measure your existing mattress and bedbase before ordering. If you need assistance deciding which is the right size please contact our sales team at enquiries@okooko.com and they will be more than happy to help you.

Frames and Furniture

What timber is used?

Most Okooko furniture uses Rimu, which is a native New Zealand timber. It is well known for its beautiful colour and wood grain. Rimu, as with most indigenous timbers, is sourced from privately owned forests. These forests have their own individual Ministry of Agriculture and Forestry approved Sustainable Forest Management (SFM) Plan or SFM Permit so you can sleep assured you’re being kind to the earth.

Some of our products are also available in American Oak and/or American Ash which are FSC certified.

Where is it made?

All Okooko furniture is made and hand finished in a small family run business in Napier, New Zealand. Our design team is also based in New Zealand.

How do I clean it?

Just wipe with a damp cloth. For more do’s and don’ts please see our Care Instructions

My bedframe doesn’t look quite like the one in the catalogue?

Timber is a natural product so variations in grain and colour will occur. These features highlight the individual character of your selected product and are a unique quality of natural timber. Timber also changes colour over time due to exposure to light and although our unique finish is designed to minimise this it will not prevent it completely. Variances in colour and grain are not considered a manufacturing fault.

Kids

We all want the best for our children. One of the most precious gifts we can give them is a good night’s sleep to aid their physical and emotional development. Sleep is especially important for children and adolescents. During the REM period of sleep, crucial growth and development hormones are released. It is even more important for growing bodies as they require more time asleep than adults, the Millpond Children’s Sleep Clinic recommends young children get at least 10 hours sleep, whilst 14-16 year olds should get 9 hours of quality sleep in order for growth and repair of cells to occur.

How do I know what is the right mattress for my child?

The requirements for what is the right mattress for a child changes over time (as it does for adults).

When a child is a baby it is recommended the mattress is very firm so as to avoid potential suffocation. As the child grows it is important they have the correct support.

Although the firmness may change as they develop and grow there are several considerations that do not change. The mattress should be:

  1. Non-toxic, free of formaldehyde. We wouldn’t think of feeding our children toxic food, so why would we get them to sleep on something toxic?
  2. Made of natural materials such as coconut, natural latex
  3. Hypoallergenic – good for all of us, but essential if your child has allergies or suffers from asthma. Natural latex is resistant to mildew, mould and dust mites, perfect for allergy sufferers.
  4. Gives good postural support

Can I exchange the items?

With the exception of the Okooko single mattresses, Children’s beds, furniture and accessories are non-exchangeable/returnable unless there is a manufacturing fault/damage so please choose carefully.

What Green credentials does the furniture have?

We carefully choose the brands we sell to ensure they are consistent with Okooko’s standard. All of our children’s bed and furniture range is supplied by Oeuf (oeuf.nyc). All Oeuf products have very high green and safety credentials; please visit their website for further details.

Accessories

What makes a good pillow?

We believe a latex pillow is a great option. Our head weighs around 5kg, and good support of our head is critical for our spine. Latex pillows retain their shape all night, so you know you have good neck support throughout the night. No fluffing required! Latex is also dust-mite resistant and anti-bacterial, so great for allergy sufferers.

Okooko has two personalized profiles, each available in two different heights so there’s bound to be one to suit you.

How do I choose the right pillow?

You need to consider how wide your shoulder is, the firmness of your mattress (if it’s soft your shoulder will sink in further), and also the position you sleep in. You can use our Okooko Prescription Tool to guide you.

Are we able to have a 100 day free trial for accessory products?

Unfortunately, we are unable to offer the free trial for accessory products.

Can we refund or exchange accessory products?

We cannot refund or exchange accessory products. We recommend you choose carefully, make sure you measure your bed (including the height of your mattress) before selecting items.

Mattresses

Why buy online?

The current process of mattress shopping is not an enjoyable one! It seems the mattress companies actively set out to make the process as confusing and daunting as possible. Weird lingo abounds! Then you get into the actual mattress store and sales staff hover over you while you try to lie on a mattress for a good minute or two (if you’re lucky) while trying not to flash your underwear to the world. They then show you a corner square cut away of a mattress, goodness knows who can tell what a good mattress is from looking at this! You then repeat this process 10 times in ten different stores and walk away none the wiser, not remotely able to recall what the first mattress looked or felt like, let alone what store it was in. Yet it is on this basis you are meant to make a decision about a mattress that you are then going to spend one third of your life on for the next ten years.

We want to change this experience for you! We can’t think of any better way than allowing you to try the mattress in the comfort of your own home.

Why 100 nights?

Unfortunately, most of us are not currently sleeping on the best mattress for us from a comfort and postural support point of view. As a result, the muscles around our spine get used to being in an unusual position to try and compensate. When you get your Okooko mattress home it takes up to 30 days for the muscles to relax and adjust. During this period you may experience some discomfort and you should not judge the mattress on this. After this initial period your spine and body will have adjusted and then you have a chance to see if the mattress is the right one for you. 100 nights gives you plenty of time to experience the decrease in partner disturbance and the excellent postural support latex offers. Also, if you are an allergy sufferer it will allow you plenty of time to notice the difference in your allergies and breathing.

Does one mattress fit all?

You are unique, we are all different heights, shapes, and have different sleep habits. What you think is “soft” I might find “hard”. It is impossible for one mattress to fit all which is why we offer three different firmnesses.

We recommend you use the prescription tool [put in hyperlink] to see what firmness suits you and your partner. We do not recommend ever selecting a mattress less firm than the prescription tool recommends, but if you like a really firm sleeping surface you could go for a firmer option, but bear in mind this is not the “best” support option, but may fit your “comfort” preferences.

Which is the right mattress for me (and my partner)?

The most important factor in choosing the right mattress is getting one that offers enough support. Our spine is naturally in an S-curve. During the day our spine and muscles compress with the pressure we put on them through sitting, walking, and daily activities. The ideal mattress (and pillow) supports your spine in its neutral S-curve, allowing release of the days tension.

Having a mattress that is too firm means your spine will not be getting supported (usually in the lower back), putting undue pressure on your shoulders, upper back and hips. The pressure on your shoulders, upper back and hips means blood circulation is hindered and you will wake up feeling fatigued and sore. Inversely, a mattress that is too soft doesn’t allow the spine to align either. We recommend you use the Okooko Prescription Tool [hyperlink] as a starting point for support.

Natural latex mattresses are particularly favoured by people with back pain, as latex contours to the body shape and is excellent in pressure distribution, thereby allowing correct spinal alignment.

Next comes comfort. What is comfortable varies from person to person and depends on physical factors, sleep positions and what you are used to.

Don’t forget your mattress needs to allow you to move freely during the night, sleep is not a static process. It needs to be clean, dry and cool. Synthetic foams, while affordable, don’t breathe, creating a hot sleeping environment.

Is a firm mattress better for a person with back problems?

No. It is a widely held misconception that a mattress has to be firm to be good for you. Although some people may prefer a firmer feel, a mattress that provides correct support with low pressure points is a far better option. A mattress that is too firm will not support the body evenly, which results in pressure points, usually at the shoulders and hips, which can result in a disturbed sleep.

Which size?

It is widely recommended you buy as big a mattress as you can physically accommodate and/or afford! The more space you have the better you will sleep. Don’t forget you may need room to accommodate the wee people in your life, the cat, the dog or whoever else joins you in bed.

Our standard mattress sizes are:
Single: 90cm wide x 190cm long x 15cm high
Single – Oeuf beds: 97cm wide x 190cm long x 17cm high
Double: 135cm wide x 190cm long x 21cm high (Heveya mattresses are 23cm high)
Queen: 150cm wide x 200cm long x 21cm high (Heveya mattresses are 23cm high)
King: 180cm wide x 200cm long x 21cm high (Heveya mattresses are 23cm high)

We are able to custom make sizes for certain countries, please contact us for information and pricing at enquiries@okooko.com.

Please also note as our mattresses are finished by hand sizes may vary +/- 2cm.

The Okooko mattresses are quite thin compared to some other models on the market?

There is a trend in the market towards very thick mattresses, this is largely a marketing ploy to make it appear plusher and more luxurious, but most of the time you’re just paying for more air between springs and cheap fillings.

Our mattresses are thick enough that we can provide enough support and comfort but without making the price prohibitive. We also like the lower profile mattress as it can then be paired with more contemporary bed frames.

What next after the 100 night sleep trial?

We offer a 20-year warranty on our mattresses. We could offer longer as the quality of our mattresses is built to last far longer, but to be honest after 10 years most people’s weight, health, lifestyle and other relevant considerations have changed which means a different firmness mattress is more than likely warranted!

For more information on our warranty please visit our warranty page.

How often should your mattress be replaced? Why should I get a new mattress?

The Sleep Council1 recommends a mattress should be changed every 7-8 years. This is obviously dependent on the care, the mattress and usage. Latex mattresses are generally known to retain their resilience and bounce for much longer than foam and spring mattresses. It is estimated that 50% of the weight of an uncleaned ten-year-old mattress is from dust mites and their faeces, what more reason do you need to get a new mattress! Luckily our mattresses are hypoallergenic and dust mite resistant so even after 10 years it won’t be full of yucky things!

As we grow and age our bodies change and so do our sleep needs. The young and old generally require a softer sleeping surface, in the middle the appropriate sleep system depends on a number of environmental and physical factors. All reasons you should renew your sleep system every seven years or so to ensure that it is still fitted to you at any given stage in life.

But, if you’re having restless night’s sleep, or waking up feeling bruised and battered it might be a sign it’s time to change your mattress.

A new mattress should make you sleep better, and wake refreshed and full of energy.

What frame can I use my mattress on?

An Okooko mattress can be used on most bedframes, including a box spring or a slat base but there are a few considerations to bear in mind.

Slat Bases: If you are using a non Okooko slat base the warranty is only valid if the gaps between the slats is less than 5 centimetres. We tend to recommend a slat base to allow air to circulate around the mattress to aid in achieving a cleaner and drier sleeping environment.

Box Spring Base: Over time the springs inside will begin to poke through and may puncture your mattress. Your warranty does not cover this. One option is to place a moisture resistant piece of plywood over the box spring, we recommend drilling some holes through the plywood to aid circulation and moisture release.

Can I try the mattress or see the other products?

We have a showroom in Hong Kong and our sales staff would be more than happy to help you try a few of the mattresses and discuss our other products with you in person.

How can I pay?

We use Paypal to ensure the safety of your purchase. You can also contact us if you would prefer to do a bank transfer.

How long until I have my mattress?

We generally carry stock in Hong Kong and can usually get a mattress or other products to you within 5-7 working days if your delivery address is in Hong Kong or Macau. If it is being shipped elsewhere in the world delivery times vary depending on customs clearance etc but we will advise you when your products ship.

What does a latex mattress feel like?

If you have not slept on a latex mattress before it can feel very different to a spring or memory foam mattress. Latex is much denser than springs, so it does not bounce or roll like springs, which is great as it reduces partner disturbance and is much better for pressure distribution. It does rebound back to its original shape immediately, unlike memory foam, so you don’t get trapped in one position all night.

What’s in the mattresses?

Okooko Mattresses – The Okooko mattress has a 100% natural latex core produced in Belgium. The latex then has an organic cotton outer cover which is padded with cotton and silk for extra comfort. It has a reinforced, thicker tape edge border to give you a larger and more even sleeping surface.

Heveya Mattresses- The Heveya mattress is constructed with two layers of natural organic latex encased in a soft bamboo cover with cotton-silk padding. The combination of these natural materials ensures optimal breathability, further allowing your natural latex mattress to perform at its peak. The Heveya mattress also has a removable cover allowing you to clean the cover.

As both the Okooko and Heveya mattresses use 100% natural materials they are free from formaldehyde and meet all VOC standards so you can breathe and sleep easily.

What is latex?

Natural latex is the milky sap harvested from the rubber tree (Hevea Brasiliensis). Rubber trees allegedly originated in Brazil, but were planted across the globe and now are mainly found in the tropics of South East Asia and Africa.

As the tree can be continually tapped it is a very sustainable resource. In addition to which a single Hevea tree absorbs about 1.8 tons of CO² in its life time, similar to a rainforest tree, making latex a super eco option.

I have heard that latex can smell?

As with any new product, there can be a mild scent upon unboxing. As no solvents are used in the manufacture of Okooko’s mattresses any smell is not toxic and should dissipate quickly in a well ventilated room.

Dunlop or Talalay?

There are two famous production processes for making latex foam for mattresses: Dunlop and Talalay. Both involve whipping the rubber sap into froth and steam baking it, a bit like baking a muffin, but the Talalay process also freezes the latex foam in a vacuum chamber. Both end up with very similar attributes with much debate over which is superior. The main advantage of the Talalay process is that it is more consistent in feel, but not significantly so. The Talalay freezing process consumes a lot of energy for little gain. As such we use latex from the Dunlop process.

What certifications does the mattress have?

Both the Okooko and Heveya latex mattress have the same certification so you can be sure your mattress is formaldehyde free, and doesn’t contain any heavy metals and meets low VOC (Volatile Organic Compound) emissions for indoor air quality (less than 0.5 parts per million).

Our products comply with a number of internationally recognized standards/certificates that guarantee safety, quality and environmentally friendly products:

  • OekoTex Standard 100: Test for harmful substances which shows that our products pose no risk to human health and the environment. For all of our products we can offer the CLASS 1 certificate. This means it is classified as safe enough for babies and infants to use. Please have a look at the following link to understand what these classes mean and why they are important: Click here
  • Eurolatex: another certificate that involves tests for harmful substances which we comply with.
  • LGA certificate: high scores on the test results prove that the durability and elasticity of our products is excellent.
  • Morton Thiokol: quality certificate which proves that our latex foam has Anti-bacterial and Anti-fungal properties --> bacteria and fungi brought in the vicinity of our latex foam die off because it has no feeding ground.

In addition, the Heveya latex is from the world’s first organic certified latex plantation. To obtain this status, the plantation needed to be fertilized for 4 years with only 100% organic fertilizers. This time period allows the soil to become completely chemical free. The Heveya organic rubber plantation is audited by the Peterson Control Union Group, a European organization which does regular unannounced checks of the soil and the latex milk.

Even more impressive, the Heveya mattresses come with a certification from the Global Organic Latex Standard (GOLS). GOLS is the gold standard of the industry and ensures that the latex in the mattress has come from trees which were grown to meet organic practices and the whole manufacturing process was sustainable and eco-friendly.

Isn’t latex a hot sleeping surface?

There is a widely held misconception that latex is hot, and if it is synthetic latex this is true. However, 100% natural latex mattresses are a much cooler sleeping surface than synthetic foam materials such as polyurethane foam, memory foam etc. Latex mattresses have an open-cell structure that encourages air to circulate. Circulation is further aided by pinholes throughout the latex core that were created during production.

Even though 100% natural latex is not a hot sleeping material make sure the other contents of any mattresses you’re looking at aren’t synthetic otherwise they will be hot. Okooko uses only natural, breathable materials in its mattresses.

Do I need to flip the mattress over?

No, none of our mattresses require flipping. However, we do recommend turning the mattress head to toe every 3-6 months.

My mattress feels uneven. What do I do?

This is most often due to the bedframe surface that the mattress is on. We recommend placing the mattress on the floor to see if it is due to the mattress or base.

Please note body impressions are a normal occurrence with any new mattress. It means the mattress is conforming and contouring to your individual body, it is not an indication of defect or structural failure. Regular rotation, end to end, of your mattress will minimize any impressions.

Okooko follows the European Eco-label Standard for latex mattresses, this means that a mattress core should not lose more than 20 mm.

What is the difference between natural and synthetic latex?

Latex is an expensive material and therefore to get some of the benefits of latex some manufacturers use synthetic latex. Some mattress companies will claim that they use “natural” latex, but be careful, this may only be a small layer of natural latex while the rest is made of synthetic latex, blended latex (natural latex mixed with synthetic latex) or foams. Synthetic latex is created from chemicals including petroleum products like styrene, and releases chemicals through a process known as off-gassing. It has some advantages in that it is cheaper and allows for more flexibility in firmness and comfort, but unfortunately you lose many of the benefits of natural latex. As soon as petrochemicals are introduced the latex begins to behave like other synthetic foams and disintegrates rapidly and obviously contains toxins. Unfortunately, even when blended with Natural latex these qualities still exist.

Why latex?

Where do we start! Natural Latex has numerous great attributes:

  • It is super elastic (hence being used for balloons) which means it keeps bouncing back into shape. The resilience of the latex means the average life span of a latex mattress is 3-8 times the life span of a pocket spring mattress, so although initial price is more expensive over a lifespan it is considerably cheaper.
  • It is naturally anti-bacterial, a reason it is used for surgical gloves (as well as elasticity).
  • Naturally hypoallergenic, dust mite and mildew resistant making it a great choice for allergy and asthma sufferers.
  • Reduces pressure points and prevents restricted capillary blood flow (which is the main cause of muscle aches and restless sleep).
  • Breathable due to open cell structure of latex resulting in a drier, cooler sleeping environment.
  • Chemical and toxin free.
  • Latex mattresses consistently come out top in consumer reports on comfort due to latexes infinitely superior Indentation Load Deflection (ILD) properties.

References

  1. How much sleep do kids need?