FREQUENTLY ASKED QUESTIONS

Frequently Asked Questions

ABOUT THE SKYLER MATTRESS

Mattress Design and How It Feels

Our medium-firm mattress is 7 to 8 on a firmness scale of 1-10, with 1 being very soft and 10 being hard.

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 Skyler mattress is constructed with three separate layers of specially engineered foam to create an exceptionally comfortable and supportive sleep surface that contours and moulds to your exact body shape.
  • Top Layer: 1.5 inches of Natural Dunlop Latex Foam
  • Middle Layer: 2 inches of Gel-Infused Memory Foam
  • Bottom Layer: 6.5 inches of High Density Polyurethane Support Foam
  • Woven Cover: Removable knitted cover with zipper (Top: 50% Polyester, 25% Coolmax® fabric, 25% Tencel® fabric; Sides: 100% Quilted Velvet Polyester)
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 mattress 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 mattress is 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 mattress 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 top layer of our mattress. The responsive support you get from latex ensures you never feel stuck or trapped in your mattress. Its breathable open-cell structure also provides essential air circulation for you to keep cool while you sleep.

Our gel-infused memory foam middle layer provides the same pressure relief and contouring benefits of regular memory foam, but also keep you cool through the night because of 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 expand and return to its original size within one hour.
After you have unboxed and set up your mattress, it will not compress back to fit its original packaging (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.
The high-grade, responsive foams we use are designed to provide years of optimal performance which means we’re able to compress the Skyler mattress 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 the Skyler mattress it will quickly recover back to its correct shape and size, and any creases or wrinkles on the outer cover will disappear.
Our mattresses are delivered in a compact box (about the size of a small fridge) that can easily fit through tight spaces and doorways.

Box Dimensions (L x W x H):
  • Smaller sizes 4’ wide or less (Single, Large Single, Double) : 42 x 42 x 100 cm
  • Larger sizes 4’6” wide or higher (Full Double, Queen, King) : 48 x 48 x 106 cm
Our mattresses come in 13 different sizes. The height for all mattresses is 10 inches (25 cm). Please also refer to our Size Guide.
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 3 to 5 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

The Skyler mattress is designed and certified to the strictest U.S. standards. Every material used in our mattress 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-infused memory foam, foundation support foam) 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 cover and natural latex meets 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 mattress does 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 the mattress 100,000 times, and our mattress 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 the Skyler mattress 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 mattress 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 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 mattress does 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 35 manufacturers globally to have been independently certified to meet the highest U.S. quality standards for foam mattress manufacturing. Our natural latex layer is imported from Thailand, one of the largest natural latex producers in the world.
Unlike traditional mattress retailers, we sell direct to you online. By cutting out the high costs of fancy showrooms and commission-based salespeople, we can offer you a premium mattress at less than half the price you would pay at an outdated, overpriced retail store.

What’s more, our 100-night trial ensures you are fully satisfied with your mattress before you commit to keeping your purchase.

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 Skyler mattress on its side in the room you’ll use it in.
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 Skyler mattress and tear open the inner plastic wrap with your hands.
Step 4: Allow an hour for the mattress to expand. 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.
The Skyler mattress 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.
Your Skyler mattress will quickly regain its original shape once it is unwrapped. We recommend allowing one hour for your mattress to expand before sleeping on it.

After 48 hours, your mattress will have fully taken shape and perform at its best.
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.
The Skyler mattress is 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.

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 putting your money down, you can always have a lay down on our mattress 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 after your order has been placed, from Mondays to Saturdays (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! Select 'Pick-Up at Wong Chuk Hang Showroom’ when completing your order online. 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.
None. We offer free delivery to all addresses within Hong Kong and Macau, with absolutely no extra charges.
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$500 (King mattresses).

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.
Simply get in touch with us and we’ll 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, 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, we will refund the price difference through the method you made the original purchase with. We'll just need a valid copy of your online order receipt.

We offer a free pick-up and delivery service for exchange requests, provided that the collection address is the same as the delivery address, and the original mattress is returned at the same time as the delivery of the exchanged mattress.

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 THE SKYLER PILLOW

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

 

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.
Sure! Select 'Pick-Up at Wong Chuk Hang Showroom’ when completing your order online. You can come directly to our showroom anytime during opening hours to collect your pillow.
Showroom Address: Unit 2B, 2/F Kwai Bo Industrial Building, 40 Wong Chuk Hang Road, Hong Kong (Wong Chuk Hang MTR Exit B). Directions

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.

 

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

BETTER NIGHTS · BETTER DAYS