FAQS
Q: Who do the delivery?
A: Our Delivery Team & our current courier partner GDex will deliver your mattress directly to your doorsteps.
Q: How long to deliver my mattress in Peninsula Malaysia?
A: It will take approximately 4-6 working days in Klang Valley, 4-8 working days outside Klang Valley.
Q: Do you deliver to East Malaysia?
A: Currently we do not delivery to East Malaysia but we may arrange delivery to you via our courier partner GDex at a fee. Please contact our
customer service at +6012-7165811 or customerservice@stephenise.com .
Q: How long does it take to deliver to East Malaysia?
A: It will take approximately 15 to 40 business days depending on the type of service.
Q: Can I specify a delivery date?
A: Usually we do not accept the specific delivery dates requested but let us know, we will try to arrange with our delivery partner. Email us at customerservice@stephenise.com.
Q: Do you have a Stephenise showroom where I can see the mattress?
A: Stephenise is completely an online brand. We have no middlemen; hence, we pass on the benefits of cost to our customers. You can be assured that we stand behind the Stephenise brand. And furthermore, you may sleep on our mattress for 100 nights for free. See our 100 Night Trial Policy.
Q: Do I have to be home to accept delivery?
A: Yes, you have to be at home but we will make reasonable attempts to contact you before delivery to ensure you are able to accept your Stephenise product.
Q: Do you deliver on weekends?
A: Yes, and if you’re in Klang Valley, we can deliver on Saturday.
Q: Will I be able to pick the mattress myself?
A: We are sorry. You won’t be able to pick it up as we do not have our own pick-up facility at the moment.
Q: Can I change the delivery address?
A: Sorry you can’t. Once your order has been confirmed we are unable to change the delivery address.
Q: Is the delivery free?
A: Yes, it’s absolutely free.
Q: Do you ship outside Malaysia?
A: At the moment, we only ship in Peninsular Malaysia.
Q: Will you call before your delivery?
A: Yes, our delivery partner will call you before the delivery date.
Q: Do you accept cash on delivery?
A: We are sorry but we do not accept cash transactions to avoid unnecessary disputes. Payment option would be provided at the point of purchase and they are hassle-free.
Q: What payment method do you accept?
A: Direct Bank Transfer or FPX (Financial Process Exchange)
All payment for purchase through direct bank transfer to Stephenise Multibiz Holdings Sdn Bhd account at:
HSBC BANK MALAYSIA BERHAD
Account No: 351-376371-101. (In order to pay with FPX, you are redirected to your online banking environment where you have to perform
two-step authorisation.)
Q: Does Stephenise mattress come with a warranty?
A: Yes, your Stephenise Mattress comes with a 10-year Limited Warranty which extends to mattresses by Stephenise Multibiz Holdings Sdn Bhd. (“Stephenise”), purchased directly from Stephenise website at https://www.stephenise.com.
Q: What does a 10 years mattress warranty cover?
A: Our 10 years Limited Warranty covers any deterioration causing the Mattress to have a visible indentation greater than 5cm and any physical flaw in the Mattress that causes the foam material to split or crack, despite normal usage and proper handling.
Q: Do your pillow or bolster have a warranty?
A: Yes, Stephenise pillow comes with a two (2) year Limited Warranty and Stephenise bolster comes with a one (1) year warranty from the date of delivery.
Q: How do I claim the warranty?
A: To enjoy this warranty, you should complete the online warranty by registration within 30days of delivary and email us at customerservice@stephenise.com your order number, pictures of defects and reason of warranty claim.
Q: Is the warranty valid for a replacement mattress?
A: Replaced or repaired Mattresses are subject to the same Limited Mattress Warranty as to the original Mattress.
Q: If I unboxed the mattress after 30 days, does the mattress still have a warranty?
A: For your immediate experience sleeping on our mattress, we advise you to unbox or unwrap the mattress within 30 days of receiving the mattress. Any mattress unboxed or unwrapped after 30 days would not be covered by the Limited Mattress Warranty.
Q: How do Stephenise 100-Night Trial works?
A: We ask that you sleep on your new mattress for at least 30 nights. If you do find you’re having teething troubles, you’re able to return your mattress within 100 nights. Simply contact customerservice@stephenise.com
Q: Does your baby mattress have any trial?
A: Sorry, our trial policy does not cover our Baby Mattress.
Q: Can I wash my baby mattress cover?
A: Yes, you can. Our advice is to hand wash with warm water and air dry. Do not use bleach or dry clean.
Q: Is your baby mattress safe from harmful chemicals?
A: Our baby mattresses are crafted out of safe materials and are hypo-allergic and are gentle to the baby’s skin. Its antimicrobial nature keeps the dust mites away.
Q: Do I need to use the original carton box for returns?
A: All you need to do is to secure your mattress, pillow or bolster using its original plastic (or any other plastic that can serve the same purpose) for return in order to avoid the product from getting dirty or damaged during transportation.
Q: What if I misplaced my purchase invoice?
A: You would need to retain a copy of your purchase invoice as proof of purchase. We advise you to snapshot your purchase invoice and keep it for your future reference.
Q: How do I return my mattress?
A: Just email our customer service team at customerservice@stephenise.com and we will arrange for it to be picked up.
Q: How long does it take to get my refund?
A: Your refund will be issued within 14 working days after we received the returned mattress.
Q: Can you pick up my mattress from a different address?
A: Pick up address must be the same as the delivery address.
Q: Can I return my pillow if I am not satisfied with it?
A: You can return your pillow within 30 nights from the date of delivery. We asked you to sleep on it for 14 nights to get used to the amazing comfort and support it offers before deciding to return it.
Q: How do I return my pillow?
A: You just have to secure using its original carton box and plastic (or any other plastic that can serve the same purpose) in order to avoid the product from getting dirty or damaged during transportation. Simply contact us at customerservice@stephenise.com
Q: How long can I keep my mattress in the box?
A: Stephenise recommend that you unbox your new mattress within a few days of receiving it and try the feel of our mattress as your body will take some time to adjust to your new Stephenise mattress.
Q: Can I change the mattress size?
A: We won’t be able to change your mattress once you have confirmed your orders but you may contact us at customerservice@stephenise.com for further details.
Q: How long must I wait to sleep on my mattress once it is opened?
A: Once you take your mattress out of the box, it will expand and you can sleep on it within minutes. For the mattress to fully inflate, it usually takes 48 to 72 hours.
How do I know whether my mattress can fit onto my bed frame?
A: Our mattress sizes are: Width x Length x Height;
- Stephenise Baby-Happy – 60cm x 120cm x 10cm
- Stephenise S-Dream
- Single: 90cm x 190cm x 30cm
- Super Single: 107cm x 190cm x 30cm
- Queen: 150cm x 190cm x 30cm
- King: 180cm x 190cm x 30cm
- Stephenise S-Memory
- Single: 90cm x 190cm x 25cm
- Super Single: 107cm x 190cm x 25cm
- Queen: 150cm x 190cm x 25cm
- King: 180cm x 190cm x 25cm
Q: Can I sleep without using a bed frame?
A: Yes you can but we do suggest for you put your new mattress on a solid flat base surface bed frame.
Q: Is your mattress hard or soft?
A: You can have the best of both worlds. Stephenise mattress comes in dual feel. All you have to do is just flip over on which side you want to sleep on. (Note: On our S-Dream mattress there is a label indicating soft & firm).
Q: Do you make custom size mattresses?
A: Yes, we do cater for custom size mattress requests. You may email us at customerservice@stephenise.com
Q: Where is Stephenise mattress made?
A: We are proud to say that Stephenise is made in Malaysia.
Q: Are Stephenise mattresses made using harmful chemicals?
A: Stephenise mattresses, pillows and bolsters are certified by CertiPUR-US. Our foams are:
✓ Made without ozone depleters
✓ Made without mercury, lead, and other heavy metals
✓ Made without formaldehyde
✓ Made without phthalates regulated by the Consumer Product Safety
Q: How long does it take for my mattress to fully expand after unboxing?
A: Once you cut the plastic cover with our Stephenise cutter provided, your mattress will expand and be ready to sleep within minutes. It usually takes 48 to 72 hours for it to fully inflate.
Q: Is my mattress cover washable?
A: Yes it is washable. We would advise to hand-wash your mattress cover in warm water and line dry. Please be advised that the mattress cover need shrink about 5% to 8% after washing.
Q: Can I purchase a mattress outer cover separately?
A: Yes, you may. Do contact us directly at customerservice@stephenise.com. Make sure that you order the correct model and correct size.
Q: How do I clean my mattress?
A: You may use a slightly damp cloth to wipe over your mattress and use an air blower to dry it. Avoid using the blower with a heat setting. You can do the same for your pillow and bolster.
Q: Can I sleep on the mattress without any cover or bed-sheet?
A: We highly recommend using a mattress sheet as it can be washed regularly and keep your mattress clean from dust and body fluid. Do check the size of your mattress so that when you purchase your mattress-sheets, it would fit in nicely onto your new Stephenise mattress.
Q: Can I wash my pillow or bolster cover?
A: Both your pillow and bolster covers cannot be washed as it comes without a zipper. We would highly recommend that you purchase the covers for your pillow or bolster. Do check the sizes to ensure the covers fit your pillow or bolster.
Q: How is the feel of Stephenise bolster?
A: Our bolster has a medium feel.
Q: Do I need special tools to install my mattress?
A: You do not need any tools. Just use our special Stephenise cutter that comes with your mattress, punch a hole and cut across the plastic cover and that’s all. The mattress will automatically inflate and expand to its size.
Q: Is Stephenise Mattress hot when sleeping on it?
A: No, Stephenise Mattress unique feature is the perforated (punch-hole) premium support and comfort foams used in our mattress. The holes in the perforated foam allow the mattress to breathe and keep the mattress cool.
Q: What is the difference between S-Dream and S-Memory?
A: Both our Stephenise S-Dream and S-Memory are identical but with the exception of, our Stephenise S-Dream mattress has an additional layer of 100% Natural Latex for additional comfort and durability. The other difference is that Stephenise S-Dream mattress height is 30cm.
Q: What are the features of the Stephenise S-Dream Mattress?
A: Stephenise S-Dream features as follows:
- 100% Natural Latex – for comfort and durability.
- Bamboo Charcoal Infused Memory foam provides additional comfort & eliminates unwanted odours.
- Premium Perforated Comfort layer allows the foam to breathe and absorbs body contour.
- Premium Perforated Support layer to provide firm support to your body weight.
- Inner Jersey Cover with anti-bacterial for safe & healthier sleep.
- Adaptive fabric that can adapt to your body movement and helps to keep the mattress breezy.
- Zero partner disturbance reduces motion transfer and thus does not disturb your partner during sleep.
- Dual Feel feature, you may choose softness or firmness to suit your preferred sleeping pattern.
- CertiPUR-US Certified.
Q: What are the features of the Stephenise S-Memory Mattress?
A: Stephenise S-Memory features as follows:
- Bamboo Charcoal Infused Memory foam provides additional comfort & eliminates unwanted odours.
- The Premium Perforated Comfort layer allows the foam to breathe and absorbs body contour.
- Premium Perforated Support layer to provide firm support to your body weight.
- Inner Jersey Cover with anti-bacterial finishes for safe & healthier sleep.
- Adaptive fabric that can adapt to your body movement and helps to keep the mattress breezy.
- Zero partner disturbance reduces motion transfer and thus does not disturb your partner during sleep.
- Dual Feel feature, you may choose softness or firmness to suit your preferred sleeping pattern.
- CertiPUR-US Certified.