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FREQUENTLY ASKED QUESTIONS

Frequently Asked Questions

ABOUT SKYLER MATTRESSES

Mattress Design and How It Feels

Our mattresses come with a standard firmness of medium-firm, which is around 7 to 7.5 on a firmness scale of 1-10, with 1 being very soft and 10 being hard. The inner foam layers of our mattresses can also be flipped for a firmer feel.

We encourage everyone to try out our mattress regardless of what you’re used to, whether soft or firm. Our mattress is specially designed to fit all types of sleepers, moulding perfectly to your individual figure and tested to feel exceptionally comfortable while providing firm support throughout your body.
The top layer of the Skyler mattress uses 100% natural latex, a premium material made from the sap of rubber trees. It feels wonderfully soft at first touch, but firms up as your body settles deeper, providing responsive support to the curves of your body. Its open-cell structure also ensures excellent air circulation to keep you cool during the night.

Natural latex naturally repels dust mites, mould and mildew.

Our natural latex is sourced from rubber trees in Thailand and is OEKO-TEX® Standard 100, Class 1 certified, meaning that it contains no harmful substances and is safe for use by both adults and babies.
If you’ve only slept on spring mattresses in the past, our modern foam-based mattresses may feel a little unfamiliar at first, but once your body adjusts and realigns to its natural posture you’ll be rewarded with truly better sleep.

Our mattresses are designed to mould into your body contours perfectly while retaining a natural bounce like a spring mattress so you never feel trapped. The spring-free design ensures that your mattress stays silent while you move around the bed and by using memory foam, movement between you and your sleeping partner is isolated so you won’t feel their tosses and turns throughout the night, leaving your sleep undisturbed.
The medium-firm design of our mattresses has been extensively tested to please the vast majority of sleepers and is more firm than other basic memory foam mattresses that are often too soft.

Typical memory foam mattresses provide a responsive contouring effect that is incredibly comfortable and ideal for maintaining good spinal alignment, but some find themselves sinking in or getting trapped in the foam.

We’ve eliminated this by using natural latex on the Skyler mattress and AirCell memory foam on the Skyler Lite mattress. The responsive support you get from these materials ensure you never feel stuck or trapped in your mattress. Their breathable open-cell structure also provides essential air circulation for you to keep cool while you sleep.

The Skyler mattress also features a gel-infused memory foam middle layer which provides the same pressure relief and contouring benefits of regular memory foam, but also keeps you cool through the millions of specialised gel beads blended into the foam.

Box Packaging and Mattress Sizes

We use advanced vacuum compression technology to package and roll our mattresses to fit into a compact box. Once released from its packaging, the mattress will quickly expand and return to its original size.
The high-grade, responsive foams we use are designed to provide years of optimal performance which means we’re able to compress Skyler mattresses without impairing its core structure.

In fact, this process drastically reduces the risk of damage to the mattress while it is being delivered to you with added protection from the box packaging. As you open Skyler mattresses they will quickly recover back to their correct shape and size, and any creases or wrinkles on the outer cover will disappear.
We offer two mattress models, the Skyler Mattress (Height: 10" / 25 cm) and the Skyler Lite Mattress (Height: 6" / 15 cm) in 15 different sizes. Our mattresses weigh between 9kg and 42kg, depending on the mattress model and size. All mattresses are delivered in a compact box (about the size of a small fridge) that can easily fit through tight spaces and doorways.
Visit our Size Guide for more information on our mattress sizes, weights and prices.
Yes, we can custom build your mattress to a specific length and width. Please get in touch with us at (852) 2877 8668 or email contact@skyler.hk to discuss your requirements and we’re most happy to provide a price quotation.
Custom-sized orders will incur a lead time of around 6 to 9 weeks for final delivery, and once confirmed, your order cannot be cancelled or refunded. Our 100-night trial is unavailable for custom mattress orders, but it will still be covered under our 10-year warranty.

Technical Questions

Skyler mattresses are designed and certified to the strictest U.S. standards. Every material used in our mattresses is rigorously tested to ensure your mattress is of the highest quality and 100% safe for you and your loved ones.

CertiPUR-US®

Our polyurethane foams (gel memory foam, AirCell memory foam, high-density support foam etc) are CertiPUR-US® certified, which guarantees that they are made without any harmful chemicals including mercury, lead, heavy metals, formaldehyde, phthalates, PBDE flame retardants, ozone depleters, and have extremely low impact on indoor air quality.

OEKO-TEX®
Our mattress covers and natural latex meet the OEKO-TEX® Standard 100 certification, meaning that it contains no harmful substances and is certified safe for use.
Independent third-party lab tests for durability showed that our mattresses do not sag, dip or get damaged in any meaningful way after a simulated 10 years of use. The rigorous “Rollator” test involves rolling a 240 pound (109 kg) hexagonal weight over our mattress 100,000 times, and it did not show any signs of significant sinkage or wear.
All Skyler mattresses come with a 10-year limited warranty. Visit Warranty for more details.

 

We put Skyler mattresses through serious testing for comfort, design and most importantly, safety. You can rest assured knowing your Skyler mattress conforms to the U.S. Federal Standard for Flammability of mattresses (16 CFR 1632 and 16 CFR 1633), which meets the requirements for domestic use in Hong Kong.

The foam layers of our mattresses are encased in a flame-resistant knitted sock which functions to dampen flames by causing a layer of char to form, preventing oxygen from feeding the fire and subsequently preventing the flames from reaching the foam and spreading.
Yes, our mattresses are suitable for both children and adolescents. The layered foam design of our mattresses provide a supportive and responsive sleep surface that promotes proper spinal alignment for children growing up.
Our mattresses are also hypoallergenic, antibacterial and dustmite resistant, providing a safe and healthy sleep environment for your children.
Yes! Our mattresses are hypoallergenic, antibacterial and are dustmite resistant.
Our mattresses are designed to support individual weights of up to 300lbs (136kg) and combined weight of up to 450lbs (204kg) for optimal performance and durability.

Independent third-party lab tests showed that our mattresses do not sag, dip or get damaged in any significant way after a simulated 10 years of use.
We feel it is very important for our customers to know exactly where our materials and products come from. Most big brand mattress companies manufacture their mattresses in Asia, and even if they are made in factories elsewhere, their components are likely sourced from Asia too.

Skyler only works with manufacturing partners that share our uncompromising demands for quality and possess internationally acclaimed certifications including CertiPUR-US® and OEKO-TEX®, with rigorous independent quality control to ensure you receive a mattress of exceptional quality without paying thousands extra.

Our primary manufacturing partner in China is one of the largest foam mattress producers in the world, supplying many of the largest retail brands in the U.S. They are one of few manufacturers globally to have been independently certified to meet the highest international quality standards for foam mattress manufacturing. The natural latex used in our mattresses is imported from Thailand, one of the largest natural latex producers in the world.

MATTRESS SET-UP AND CARE

Set-Up

Once you have received your mattress (which comes in a box!), setting it up is quick and simple – just follow these four steps:
Step 1: Unbox your mattress on its side in your room.
Step 2: Cut open the outer plastic wrap using the Cutting Tool found in your welcome kit inside the box. Poke a hole, then slowly glide the blade across the plastic. (Be careful: don’t cut the mattress itself)
Step 3: Flatten out your mattress and tear open the inner plastic wrap with your hands.
Step 4: Your mattress is now ready to use! Allow 48-72 hours for it to reach its full shape and firmness. Sweet dreams!
Note: You’ll also find these instructions printed inside the box holding your mattress.

Click here for a short video of how the mattress is set up.
Skyler mattresses can be positioned onto any flat, stable surface.

We recommend either a flat platform, box springs or a slatted base frame with slats no more than three inches apart. The mattress can also be used on adjustable bed bases.

However, we do not recommend using your mattress directly on the floor, as this inhibits airflow and can lead to excessive moisture building up on the base of your mattress.
Your Skyler mattress will quickly regain its original shape once it is unwrapped and you can sleep on it straight away.
However, it may take 3-5 days to fully come back to its correct size and firmness, and perform at its best.
Don't worry! This is completely normal as the foam layers in your mattress need time to regain their original shape after they have been released from their compressed state, and any irregularly shaped corners or sides will soon disappear from your mattress after the first few days.
For those that are using our Skyler Mattress (10"), as your mattress is designed to allow a three-way adjustment of firmness between Medium, Medium-Firm and Firm, the mattress core consists of two separate sets of foam layers, the top natural latex + gel memory foam layer and the bottom high density support foam layer.
After your mattress is unboxed, these two layers may have moved slightly from their original position and may not be perfectly aligned on the sides. While this does not affect usage of the mattress, you can realign the two sets of foam layers by unzipping the mattress cover and adjusting the top layer to realign it with the bottom layer. After you start using the mattress please rest assured that it is unlikely that the foam layers will move around further.
After you have unboxed and set up your mattress, it could not be compressed to fit its original packaging and be packed back into the box (we’ll need some specialised heavy machinery to do that).
However, if you intend to move elsewhere at a later date, our mattress can be bent and folded to move through tight spaces without impacting its structure as only foam materials are used in our mattress.
While our mattress cover does have a unique look and feels soft and smooth, you should always use sheets on top of your mattress. We recommend washing or changing your sheets on a weekly basis to keep your Skyler mattress clean and pristine.

Care

You may add a mattress protector for further protection against stains, spills and mould arising from humid conditions. Look for a reputable brand that offers a waterproof, hypoallergenic protector made of breathable fabric.
Skyler mattresses are designed to be used one way up, so flipping is not required.

However, we advise that you rotate your mattress 180 degrees every three months to maximise performance and durability.
Our mattress features an outer cover that can be removed for easy cleaning.
  • Mild spills or stains: Wipe clean with detergent and warm water.
  • Major stains: Unzip the mattress cover from the bottom, then wash with cold water (machine or by hand). Line dry only. Do not dry clean.
Caution: Do not tumble dry to protect the fabric from possible shrinkages or deformities. Do not bleach the fragile mattress cover, and never cut open or remove the flame-retardant knitted inner sock enclosing the foam in the mattress.
Yes! Additional mattress covers, whether for a replacement or a spare, are available for sale as a separate item. Contact us at contact@skyler.hk or (852) 2877 8668 for a price quote and instructions on how to process the order.
Please note that returns or exchanges are not available for the purchase of mattress covers as a separate item.
Yes, you can use an electric blanket or heating pad with your Skyler mattress.
Rest assured that all mattresses are covered by a 10 year warranty.

MATTRESS PURCHASE AND DELIVERY

Ordering

Our mattresses are sold online through our website www.skyler.hk, or through one of our showrooms or retail partners. Click here to view an updated list of our locations.
We accept payments from Visa, MasterCard, American Express, PayPal or through Bank Transfer. There are no additional fees for transactions conducted through any of these payment methods.
We spent more than a year perfecting our mattress and conducted more than 2,000 hours of testing with real people so you no longer need to visit the mattress store. With our 100-night risk-free trial, you can test the mattress in your own home before deciding if you’re happy with your purchase.

For those of you who feel the need to try before making a purchase, you can always have a lay down on our mattresses or talk to us directly at one of our showroom or partner store locations. For an updated list of our store locations, please click here.

Delivery

Our mattresses are delivered free as early as the next working day if you place your order before 5pm. Deliveries are available Monday to Saturday (no deliveries on Sundays and Public Holidays). You may schedule your delivery on a specific date and time window during checkout. Deliveries to more remote areas such as the Outlying Islands and Macau may take 2-4 working days to arrive, however delivery remains free of charge.

We will send you a confirmation email once your order has been placed. You will receive a further notification once your delivery has been arranged (usually one day before your scheduled delivery). Just before your mattress arrives, our delivery partner will give you a call to ensure someone is home to receive the delivery.

Alternatively, you can choose to collect your mattress directly from our Wong Chuk Hang showroom at any time after your online order is completed.
You can specify your preferred delivery date and time in the 'Delivery Date & Time' section during checkout. We will note the request and arrange your delivery accordingly.
Due to logistics limitations, we are unable to accommodate requests for a specific delivery date and time for addresses in the Outlying Islands and Macau, where delivery may take 2-4 working days to arrive.
Sure! Our mattresses are available for same day pick-up at our Wong Chuk Hang showroom location. Indicate your request in the 'Special Instructions' section while checking out online and you can come directly to our showroom anytime during opening hours to collect your mattress.
Showroom Address: Unit 2B, 2/F Kwai Bo Industrial Building, 40 Wong Chuk Hang Road, Hong Kong (Wong Chuk Hang MTR Exit B). Directions.
No, not at all. We offer free door-to-door delivery to walk-ups and village houses with no extra charges.
Yes, delivery is free anywhere in Hong Kong and Macau, including remote areas and the Outlying Islands such as Tung Chung, Ma Wan, Discovery Bay, Cheung Chau, Lamma Island, Peng Chau and South Lantau.
We currently deliver within Hong Kong and Macau only. For international deliveries, please email us at contact@skyler.hk for further details.

When our mattresses are delivered, we want you to get the full Skyler experience, most importantly our 100-night trial, to make sure it’s a great fit for you. If anything comes up with your mattress, such as a warranty issue or a return request, we’d want to take care of it well. By being out of our service region, we wouldn’t be able to provide that.

Follow us on social media or subscribe to our mailing list, and we’ll keep you posted when we expand to your region.
Yes, we can help you arrange a removal service for your existing mattress. You may indicate your request in the 'Special Instructions' section while checking out, or contact us at contact@skyler.hk or (852) 2877 8668. Please specify the mattress size and whether there is direct lift access to your home, so we can quote you the fee required for the service. The fee will generally range between HK$250 (Single mattresses) and HK$400 (Queen mattresses).
Unfortunately due to service limitations we are unable to remove larger mattresses, but we can help provide recommendations for professional moving companies which can provide a quotation for the service.

Returns and Exchanges

We believe it takes more than a few minutes to decide whether a mattress is right for you. Especially when you will be using it every night for the next ten years.
Rather than a rushed five minute in-store trial, we invite you to sleep on our mattress for 100 nights in the comfort of your own home. If you are not fully satisfied with our mattress, we’ll pick it up for free and happily offer you a full refund. No strings attached.
Our mattress home trial starts on the date of your mattress delivery or pick-up, and is available for orders within Hong Kong and Macau only.
Read more about our 100 Night Trial.
If you are not fully satisfied with your mattress within the 100-night trial period, you may contact us at contact@skyler.hk to arrange a free pick-up from your home.

There’s no need to keep the original box or packaging for a return – just a valid copy of your online order receipt will be sufficient.

Once we have received the returned mattress and confirmed that it is in a reasonably good condition, a full refund will be issued and returned to the original payment method used.

Read more about our Return & Exchange policy.
There’s no need to keep the original box or packaging for a mattress return – once your mattress is opened it won't fit back into the box!
For returns, a valid copy of your online order receipt will be sufficient.
We allow one exchange request within the 100-night trial period.

For size increases, the price differential will be applied between your original purchase and the exchanged size. For exchanges to a smaller size, if the mattress has not been unboxed and fully opened, we will refund the price difference through the method you made the original purchase with.

We provide a free pick-up and delivery service for exchanges if the mattress has not been unboxed and fully opened; otherwise a HK$300 logistics fee will apply.

Important note: Exchanging your mattress will void the 100-night trial for your second mattress. The exchanged mattress will not be eligible for a return, however our 10-year limited warranty will still apply.

Read more about our Return & Exchange policy.
Returned or used mattresses are never resold or resent to customers. Instead, we do our best to give away returned mattresses to local charities supporting the homeless and needy, and any others are sent for professional recycling or disposal.

ABOUT SKYLER PILLOWS

Pillow Design and How It Feels

Both of our pillow types use the same plush, cushioning memory foam topped with a scientifically engineered layer of cooling gel. The main difference is the shape - our Classic Pillow has a traditional flat surface, while our Contour Pillow has a curved and slightly lower profile that some people find more supportive for their neck.
In general, you should choose the pillow shape you're more used to and have enjoyed in the past. It's really a matter of preference. If you're not sure, go with our versatile, best-selling Classic Pillow.
Both our pillow shapes are great for side, back or stomach sleepers.
Both the Classic Pillow and Contour Pillow are specially designed and great for all sleep positions, whether you prefer sleeping on your side, back or stomach. In reality, most people move around and switch positions when they sleep, so we designed our pillows to be supremely adaptable to whichever sleep position you fall asleep in, wake up in, and everything in between.
We recommend choosing the pillow shape you're more used to and have enjoyed in the past. It's really a matter of preference.
Skyler pillows are soft, plush, and cushioning. In our research, we've found foam pillows that are slightly softer but higher provide the most comfortable and enjoyable sleep experience. By using a softer, but not overly soft memory foam, our pillow can precisely contour and mould around your neck and head for perfectly aligned support. They're a great match for our mattresses too!
Our cooling gel pad ensures that even on warm summer nights, you feel satisfyingly cool. In winter, our removable insulating cover moderates the cooling effect so it doesn't get too cold.
Skyler pillows are made with plush memory foam topped with a layer of scientifically engineered cooling gel. Our gently cushioning memory foam contours and moulds to your head for incredible comfort and complete neck support. Our cooling gel pad is the same type you’ll see in pillows that cost thousands of dollars, and ensures your pillow always feels satisfyingly cool.
Each pillow comes with a removable and washable Coolmax® & Tencel® woven cover with antibacterial properties and dustmite protection.
Pillow Materials
Pillow Cover: 50% Polyester, 25% Coolmax®, 25% Tencel®
Pillow Core / Removable Foam Layer: 100% Polyurethane
Nope! Our insulating pillow cover moderates the cooling effect in cold weather so it always feels just right.

Technical Questions

Skyler pillows are designed and certified to the strictest U.S. standards. Every material used in our pillow is rigorously tested to ensure your pillow is of the highest quality and 100% safe for you and your loved ones.

CertiPUR-US®

Our polyurethane and memory foams are CertiPUR-US® certified, which guarantees that they are made without any harmful chemicals including mercury, lead, heavy metals, formaldehyde, phthalates, PBDE flame retardants, ozone depleters, and have extremely low impact on indoor air quality.

OEKO-TEX®
Our pillow cover meets the OEKO-TEX® Standard 100 certification, meaning that it contains no harmful substances and is certified safe for use.
Classic Pillow
Size: 60 x 40 x 12 cm
Weight: 2.0 kg
Contour Pillow
Size: 56 x 35 x 11 / 9 cm (+ 2 cm polyurethane foam height adjustable layer)
Weight: 1.6 kg

 

Our pillows are designed to be suitable for children over the age of three.
For children with a height of under 145cm, we recommend our Contour Pillow which can be adjusted to be thinner, providing proper support for the head and neck of younger children, while those with a height of 145cm or above may choose any of our pillows for a good night's sleep.
Yes! Our pillows are hypoallergenic, antibacterial and are dustmite resistant.
Skyler only works with manufacturing partners that share our uncompromising demands for quality and possess internationally acclaimed certifications including CertiPUR-US® and OEKO-TEX®, with rigorous independent quality control to ensure you receive a pillow of exceptional quality without paying a hefty premium.
Our primary manufacturing partner in China is one of the largest foam bedding producers in the world, supplying many of the largest retail brands in the U.S. They are one of 35 manufacturers globally to have been independently certified to meet the highest U.S. quality standards for foam manufacturing.

PILLOW PURCHASE, DELIVERY AND CARE

Ordering and Delivery

Our pillows are sold online through our website www.skyler.hk, or through one of our showrooms or retail partners. Click here to view an updated list of our locations.
We accept payments from Visa, MasterCard, American Express, PayPal or through Bank Transfer. There are no additional fees for transactions conducted through any of these payment methods.

 

Our pillows are shipped free anywhere in Hong Kong and Macau via courier.
For most urban areas in Hong Kong, shipping will take 1-2 working days to arrive. For more remote areas, such as Sai Kung, the Outlying Islands or Macau, shipping will take 2-3 working days to arrive.
Our courier service delivers on Monday to Saturday (except public holidays).
For international deliveries, please email us at contact@skyler.hk for further details.

 

Care

Yes, the removable pillow cover can be machine washed in cold water and tumble-dried under low heat, however do not wash the pillow core or remove the knitted inner sock.
We suggest using a pillow case over your pillow as well.
Yes, we recommend using a pillow case with your pillow.
Your pillow should ideally be changed every 2-3 years to ensure you always get the right support and are sleeping on a pillow that is clean and hygienic. All of our pillows are protected with a 3-year Limited Warranty.
Rest assured that all pillows are covered by a 3 year warranty.

Returns and Exchanges

Rather than a rushed five minute in-store trial, we invite you to sleep on our pillow for 30 nights in the comfort of your own home. If you are not fully satisfied with our pillow, we’ll pick it up for free and happily offer you a full refund. No strings attached.
Our pillow home trial starts on the date of your pillow delivery or pick-up, and is available for orders within Hong Kong and Macau only.
Read more about our 30 Night Trial.
If you are not fully satisfied with your pillow within the 30-night trial period, you may contact us at contact@skyler.hk to arrange a free return or exchange. We will send you a return S.F. Express shipping label and instructions for dropping off your returned pillow at one of 120+ convenient S.F. Express Stores, or Service Locations across Hong Kong and Macau.
For Returns: A full refund will be issued and returned to the original payment method used once the returned pillow has been received in good condition.
For Exchanges: Exchanges from one pillow type to another are allowed once within the 30-night trial period. One exchange allowed per household/account. We will send you a new pillow for free once we’ve received your original returned pillow in good condition. The 30-night trial will not apply to the new exchanged pillow.
KEEP THE BOX: Pillows must be returned with the original box packaging.
Read more about our Return & Exchange Policy.

 

Yes, you will need to keep the original box packaging including all accessories if you would like to return your pillow for a refund or exchange.
Returned or used pillows are never resold or resent to customers. Instead, we do our best to give away returned pillows to local charities, and any others are sent for professional recycling or disposal.

Other Questions?

PHONE

(852) 2877 8668

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