Post-sales service

100-Day Trial

We are committed to delivering the best sleeping products to all of our customers. We offer a 100-day trial for all of our mattresses. During this trial period, should you discover that the mattress you purchased is too firm or too soft, you can request a change of the mattress core free-of-charge. We want to make sure you get the right feel for your new mattress.

However, if the second mattress core is still not right for you, we can change the feel of the core again, but we will then charge a nominal fee (HKD$1,800) to cover our transport costs. The timing of the exchange depends on the availability of the cores. This 100-day trial does not apply to pillows, toppers, customised mattresses, bed bases, bed frames, and bedding accessories.

Delivery Policy

• For purchases above HKD 1,500, delivery is free of charge.
• For purchases below HKD 1,500, a delivery fee of HKD 68 per trip applies.
• Delivery is available only within Hong Kong.

• Heveya provides free delivery to addresses on Hong Kong Island, Kowloon, and the New Territories, excluding Discovery Bay, Ma Wan, Lantau Island, and other outlying areas. For outlying islands, delivery can be made to Central pier for ongoing transit to be arranged by the customer.
• For deliveries to the following remote areas, additional surcharges apply:
  • Tung Chung / Ma Wan: HKD 150
  • Discovery Bay: HKD 350
• For delivery where the pieces can only be transported via stairs, industry-standard charges will apply: $80 per floor up to 5th floor / $160 per floor from 6th floor.
• Once the order is confirmed, our team will contact you within 2 working days during working hours to arrange delivery.

Payment

We accept credit card payments issued by Visa, Master Card and American Express. All payments are processed securely online via Shopify Payments, PayPal and AliPay.

Care Instructions

The Mattress

Airing of the bedroom
Regular airing of the bedroom will guarantee a healthy and pleasant environment for yourself and your mattress. High humidity in combination with inadequate ventilation (for example, in the case of closed wardrobe beds) can lead to damp stains (mildew). Damage due to damp stains is excluded from the guarantee.

Airing of the mattress
The fabric of the Heveya® mattresses is composed of soft, natural materials, which must be aired. If you cover it with bedding, make sure that the latter is permeable to air and moisture.
As with all new things, Heveya® mattresses have a specific intrinsic smell. If the mattress is aired, this will disappear within a few days, and is absolutely harmless.

Turning
Turn the mattress regularly. We recommend that you turn your mattress every year. This way, the material can recuperate more easily, and the sleeping comfort will be retained for an even longer time.

Form and volume
The core and the upholstery of Heveya® mattresses consist of soft materials and can change slightly in width, length and height during storage, transportation and use. This will impair neither the sleeping comfort nor the quality, and is no ground for a claim under the guarantee.

Cleaning
All the covers of Heveya® mattresses can be dry cleaned. Washable models are specially marked. Please follow the textile instructions at all times (see label). We will accept no guarantee liability for incorrect washing/cleaning. We recommend you to clean your mattress cover at least once a year.

UV light
Never expose your uncovered latex core to UV light - daylight or sunlight - as it increases the aging of your mattress dramatically. Mattresses exposed to UV light do not fall under guarantee.

Warranty

Our warranty terms outline the coverage, duration, and conditions for all Heveya® products. For complete details, please download the full statement here.