Frequently Asked Questions

How long before I receive my order?

You will receive your free delivery within 1-10 business days depending on region

What are your shipping fees like?

Shipping is free for all regions within Australia for all Origin products as well.

How do I unbox the mattress?

Upon unboxing the mattress, allow it to expand for a few minutes before utilisation. Do take note that on an average, it would usually take at least 48 to 72 hours for the mattress to fully inflate.

How do I go about changing my shipping address?

Please contact our live chat support immediately or email us at [email protected] with your order number.

Do you dispose our old mattress?

Unfortunately, we do not collect or dispose your old mattress at the moment.

When does the trial period begin?

Our trial period starts on the date of arrival and once your order has been shipped to your address. 

Do I need to keep the mattress box?

When you return the mattress, there is no need to place the mattress back into its original packaging. Due to the need for special machinery in order to pack the mattress, we do not expect our customers to go through such hassle.

How does the refund work?

To make a return request, send an email with your order number, image of mattress and reason for returning to [email protected] We’ll arrange for your mattress to be picked up from your residence.

Once the mattress is returned, the refund will take 7-14 business days to process (we will process the refund very quickly, but the bank will take a while to get your money back to you). The refund will then be made directly back to your original payment method (usually via debit/credit card)

What if the mattress is not as new when I return it?

Not to worry, we will uphold our 120 Day Trial promise as long as the mattress is not extensively damaged and it is returned within 120 Days. Please refer to our Terms and Conditions for more information.

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Do you resell the returned mattresses?

No way! Every mattress is fresh out of the box. Our mattresses are packaged using specialized equipment and technology. Each returned mattress is either recycled, donated or refurbished.

What are the materials for each layer of Origin's mattress?

Top Cover
100% Quilted Tencel™ Fabric

Mattress Core
Supportive Proprietary Latex Blend
Cooling-Gel-Infused Memory Foam
Pressure-Relieving Polyurethane foam
ErgoCoil Support Springs

Grey Perimeter Layer
Knitted Fabric

Is the mattress safe for people who are sensitive to allergens?

Yes. Our Origin Hybrid® Mattress is anti-dust mite, anti-bacteria, hypoallergenic and made with 100% natural materials with higher hypoallergenic properties.

Will the Origin mattress absorb heat?

No, the Origin Hybrid® Mattress is engineered with Aeroflex Latex, CloudCool Memory Foam and was designed to be breathable – to keep you cool and comfortable.

What weight is the mattress suitable for?

The Origin Hybrid Mattress’s weight limit per mattress size is as follows:

1. Single and king single: 100kg total
2. Double: 200kg total
3. Queen & King: 240kg total 

Adjustable firmness is a marketing ploy more than anything. For example, did you ever hear anyone complain about the firmness of a mattress in a 5-star hotel? Not really, cause a good mattress is able to perfectly adapt to the weight of the user

Is the mattress suitable for couples who are light sleepers?

Yes. With our Motion Isolation™ technology, and top class memory foam material that absorbs kinetic energy from movements, you can stay blissfully asleep even when your partner moves or gets in and out of bed.

Will the Origin mattress lose its firmness overtime?

No. With the 3 main layers of the Origin Hybrid® Mattress (Proprietary Latex, Cooling Gel Memory Foam, and ErgoCoil Support Pocket Springs), our mattresses are more durable than regular mattresses. We will recommend rotating your mattress every 6 months for even wear.

Mattress Sizing Guide

Width x Length x Height (Weight)

Single: 92 x 188 x 25cm – 25kg

King Single: 107 x 203 x 25cm – 30kg

Double: 138 x 188 x 25cm – 35kg 

Queen: 152 x 203 x 25cm – 42kg

King: 183 x 203 x 25cm – 48kg

How long is the warranty for Origin Mattresses?

15 Years

This warranty covers the following:

  • Visible indentations greater than one (1) inch (2.54cm) resulting from flaws in manufacturing and not from normal wear and tear. Normal wear and tear requires that the mattress be continuously supported by a proper bed frame to support the collective weight of the mattress and its user(s).
  • Any physical or structural flaw in the mattress that causes foam to split or crack, despite normal usage and proper handling.

This limited warranty does not cover the following:

  • A normal increase in softness of the foams which does not affect the actual pressure-relieving properties of the product.
  • Individual comfort preferences relating to firmness, design, materials and feel.
  • Physical and/or structural damages including, but not limited to, stains, burns, tears, cuts, or liquid damage resulting from use by the customer.
  • Damage due to use with an inappropriate foundation.
  • Damage incurred by transportation after initial delivery provided by Origin.
  • Damage resulting from washing or drying the mattress cover.
  • Any minor manufacturing flaws to the product or packaging including, but not limited to, cosmetic flaws such as uneven stitching, dented/dirty carton boxes, etc.
  • Any warranty claim is only applicable within the country of original delivery by the original purchaser.

Origin Sleep will, at its sole discretion, determine whether a repair or replacement of a defective mattress is appropriate.

How long is the warranty for Origin Mattress Toppers?

3 Years (from date of receive)

This limited warranty covers the following:

  • Visible indentations greater than one (1) inch (2.54cm) resulting from flaws in manufacturing and not from normal wear and tear. Normal wear and tear requires that the mattress topper be continuously supported by a proper mattress to support the collective weight of the mattress topper and its user(s).
  • Any physical or structural flaw in the mattress topper that causes the foam to split or crack, despite normal usage and proper handling.

This limited warranty does not cover the following:

  • A normal increase in softness of the foams which does not affect the actual pressure-relieving properties of the product.
  • Individual comfort preferences relating to firmness, design, materials and feel.
  • Physical and/or structural damages including, but not limited to, stains, burns, tears, cuts, or liquid damage resulting from use by the customer.
  • Damage due to use with an inappropriate foundation.
  • Damage incurred by transportation after initial delivery provided by Origin.
  • Damage resulting from washing or drying the mattress cover.
  • Any minor manufacturing flaws to the product or packaging including, but not limited to, cosmetic flaws such as uneven stitching, dented/dirty carton boxes, etc.
  • Any warranty claim is only applicable within the country of original delivery by the original purchaser.

Origin Sleep will, at its sole discretion, determine whether a repair or replacement of a defective mattress is appropriate.

How long is the warranty for Origin Pillows?

2 Years (from date of receive)

This limited warranty covers the following:

  • Visible indentations greater than one (1) inch (2.54cm) resulting from flaws in manufacturing and not from normal wear and tear.
  • Any physical or structural flaw in the latex pillow that causes the foam to split or crack, despite normal usage and proper handling.

This limited warranty does not cover the following:

  • A normal increase in softness of the foams which does not affect the actual pressure-relieving properties of the product.
  • Individual comfort preferences relating to firmness, design, materials and feel.
  • Physical and/or structural damages including, but not limited to, stains, burns, tears, cuts, or liquid damage resulting from use by the customer.
  • Damage due to use with an inappropriate foundation.
  • Damage incurred by transportation after initial delivery provided by Origin.
  • Damage resulting from washing or drying the pillow cover.
  • Any minor manufacturing flaws to the product or packaging including, but not limited to, cosmetic flaws such as uneven stitching, dented/dirty carton boxes, etc.
  • Any warranty claim is only applicable within the country of original delivery by the original purchaser.

Origin Sleep will, at its sole discretion, determine whether a repair or replacement of a defective mattress is appropriate.

How can I claim my warranty?

Claims covered under these limited warranty may be made by reaching us at [email protected]

IMPORTANT

If you notice that your product or its individual components are damaged upon unboxing, please notify us immediately in writing by email at [email protected] within three (3) hours of receipt of your delivery.

In order to process an exchange or replacement part request, we will require photos of the damaged component(s) before they have been used for assembly. Claims made after three (3) hours of receipt of delivery are subject to fees.