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Frequently Asked Questions

Mattress

Our Products

  • Mattress
  • Pillows
  • Bedding & Duvet
  • Towels

Orders & Delivery

  • Payment & Checkout
  • Orders
  • Free In-Home Setup
  • Express Shipping

100-Night Trial

  • 100-Night Trial
  • Returns
  • Exchanges

General

  • HushCare Warranty
  • B2B Enquiries
  • About Us

The Hush Mattress

What certifications does the Hush mattress have?
The Hush Mattress is certified by OEKO-TEX® Standard 100 and CertiPUR-US® which means your new mattress is free of harmful chemicals and materials and is 100% safe for you and your loved ones.
What type of testing has been done on the Hush Mattress?
In-house research and lab testing is completed at our R&D facilities in San Francisco, California, while actual sleep tests are completed in Hong Kong to ensure the Hush Mattress matches the firmness preferences of Hong Kong sleepers. For more information, please see How We Design Our Products.

In addition, independent third party lab tests for durability show that the Hush Mattress does not sag, dip, or get damaged in any meaningful way after a simulated 12 years of use. All Hush Home mattresses come with a 12-year HushCare Warranty.
Is the Hush Mattress hypoallergenic and resistant to dust mites??
Yes, completely. All materials in the Hush Mattress are resistant to dust mites and have been developed to have hypoallergenic, antibacterial and antimicrobial properties. You can rest easy knowing you and your loved ones are safe.
Why are mattresses in department stores and retail shops so much more expensive?
Unlike traditional mattress retailers, we sell primarily online. By cutting out expensive showrooms and commission-based sales people, we can offer your a premium mattress at less than ¼ of the price you would pay in a store.

In addition, our 100-Night Trial ensures you’re fully satisfied with your Hush Mattress before you decide to keep it.

For customers who would still like to try the Hush Mattress before placing an order, we welcome you to book an appointment to visit our Quarry Bay showroom where we offer a completely private experience with relaxing music and scents. Please book an appointment here.
How do I choose between the Hush Mattress and other mattresses sold online?
Choosing a mattress is an incredibly personal decision. If you are considering the Hush Mattress and another brand's, we want you to make the right choice. We recommend you consider how you sleep, research your options and contact us to ask any questions. In addition, we welcome you to book an appointment to visit our Quarry Bay showroom where we offer a completely private experience with relaxing music and scents. Please book an appointment here.

If you believe our mattress is the right choice for you, you can try it in your own home risk-free for 100 nights before you decide whether you're happy. At the end of the day, we want you to sleep better so it's important to us that you make the right choice!

That said, we are frequently asked how to compare different online mattress brands. We admit it's difficult when different online brands all sell practically the same type of mattress and make the same marketing claims. Although the Hush Mattress is primarily sold online (so we can offer you a lower price), we don't consider the Hush Mattress to be same type of mattress as these bed-in-a-box brands. Our mattress is featured in hotels and employs premium build techniques such as pocket coil technology, EdgeSupport, and hand-tufted comfort layers. For a snapshot of how the Hush Mattress is different, we invite you to check out our Mattress Comparison Guide.
I don’t live in Hong Kong. Can I still order the Hush Mattress?
If you are interested in ordering the Hush Mattress outside of Hong Kong, please contact us and we will provide a price quotation which includes the cost of delivery. Once confirmed, mattress orders outside of Hong Kong cannot be cancelled or refunded. In addition, while our 100-Night Trial is unavailable for these orders, you will of course be protected by our world-class 12-year Hush Care Warranty.
Do you make custom sizes?
Yes, we can custom make your mattress to a specific length and width. Please contact us and we’re will be happy to provide a price quotation.

Custom orders may incur a lead time of 6 to 8 weeks for delivery, and once confirmed, your order cannot be cancelled or refunded. In addition, while our 100-Night Trial is unavailable for these orders, you will of course be protected by our world-class 12-year HushCare Warranty.
How do I set up my mattress?
You don't have to do anything! Because we offer Free In-Home Setup that will hand-deliver your mattress, set it up on your bed, and (if requested) remove your existing mattress, all you need to do is plop down, get comfortable, and fall asleep.
What type of bed frame or base should I use?
Our Hush Mattress is designed to be used with any flat, stable surface.

We recommend either a flat platform bed, box springs, or a slatted base frame with slats no more than 7 cm apart. Happy sleeping!
Should I flip or rotate my new Hush Mattress?
Our Hush Mattress uses a no-flip design, so no flipping is required. We do recommend that you rotate your new Hush Mattress every 3 months to increase the lifespan of your mattress.
How much weight can the Hush Mattress hold?
We believe in better sleep for everyone. The Hush Mattress has been specially developed to support all shapes, sizes, and weights. Therefore, the Hush Mattress does not have an upper weight limit.
I have specific medical problems. How will the Hush Mattress work for me?
Every medical condition is unique in nature, so it’s difficult to say. We’ve had many, many Hush Home customers notice an immediate relief in back pain, but we’ve also had some report no noticeable difference.

Feel free to speak with a doctor or medical professional about your specific problems.
Can I try the Hush Mattress first before purchasing?
Yes, we love meeting our customers in person! You’re invited to book an appointment to visit our Quarry Bay showroom where you can kick off your shoes, relax, and even take a nap! We offer a completely private experience with relaxing music and scents. Please book an appointment here.
Is the Hush Mattress suitable for children?
Yes, the Hush Mattress is perfect for toddlers and adolescents! The pocket coil design offers a supportive, adaptive mattress that promotes proper spinal alignment as children grow up. In addition, the anti-microbial and anti-dust mite properties of the Hush Mattress mean that you can sleep worry-free knowing that your children are falling asleep on the Hush Mattress.
Do you offer a warranty on the Hush Mattress?
You can rest easy. Your new Hush Mattress is protected by our 12-year HushCare Warranty.
Will my new Hush Mattress be delivered in a box?
No, we do not deliver the Hush Mattress in a box. The Hush Mattress employs premium build techniques such as pocket coil technology, EdgeSupport, and hand-tufted comfort layers that should not be squeezed into a box. Trust us, you'll feel the difference!

In addition, we do not "mail" your Hush Mattress. Instead, we offer Free In-Home Setup, where 2 professional movers will hand-deliver your mattress, set it up on your bed, remove any packaging, and (if requested) remove your existing mattress.

We believe our Free In-Home Setup service is the perfect way to start your first night’s rest on a better mattress!

That said, if your lift (or elevator) is too small to fit your new Hush Mattress, we offer a special custom delivery solution (and it's free of charge!). Please contact us when ordering your mattress and our white-glove delivery service will assist you.
When will my new Hush Mattress be delivered?
We offer Free In-Home Setup as early as the next working day, Monday to Saturday. You may schedule your preferred delivery date during checkout and our delivery team will call you to schedule the delivery time the day before delivery.

During our Free In-Home Setup, 2 professional movers from our white-glove delivery service will hand-deliver your mattress, set it up on your bed, remove any packaging, and (if requested) remove your existing mattress.
How does the Free In-Home Setup service work?
We offer a Free In-Home Setup of your new Hush Mattress anywhere in Hong Kong. Here’s how it works:

Step 1: You choose a convenient delivery date. You may select any date as early as the next day, Monday to Saturday.

Step 2: On the day before delivery, we call you to schedule a delivery time.

Step 3: When we arrive at your home, we set up your new mattress on your bed, hand-deliver any other Hush Home® products you ordered, remove any packaging and (if requested) remove your old mattress.

Step 4: Voila! You can immediately fall asleep.
Do you deliver the Hush Mattress to remote areas in Hong Kong?
Yes we do! There will be an extra charge for delivery to outlying islands, South Lantau, Discovery Bay and Ma Wan. (Please note that orders to Discovery Bay and Ma Wan will be delivered on Wednesday of each week.)

Please contact us when placing the order.
Will you remove my existing mattress?
Yes, we offer removal services at cost as part of our Free In-Home Setup in Hong Kong.

If your used mattress is in good condition, we will make sure your mattress is donated to a local charity supporting men, women, and children that are in need of a better place to sleep. Otherwise, we will send your used mattress to a professional recycling service.

Pillows

What certification do your pillows have?
The OnePillow and Miracle Pillow are both certified by CertiPUR-US®.
What type of testing has been done on your pillows?
In-house research and lab testing is completed at our R&D facilities in San Francisco, California, while actual sleep tests are completed in different international markets to ensure our pillows match the comfort preferences of the majority of sleepers. For more information, please see How We Design Our Products.

In addition, independent third party lab tests have certified our memory foam meets CertiPUR-US® guidelines and are free of harmful chemicals and materials.
How do I choose between the Miracle Pillow and the OnePillow?
Typically, sleepers who prefer traditional pillows (such as feather or down pillows) typically choose the OnePillow and sleepers who prefer memory foam pillows typically choose the Miracle Pillow.
Which pillow is best for my sleep position?
Many people move around when they sleep or switch sleeping positions, so it’s often difficult to find the perfect pillow.

The good news is we designed our pillows to adapt to every sleep position. Both pillows include a layer of memory foam that contours around your head and neck to provide proper support whether you’re sleeping on your back, side, stomach, or anything in between.

We recommend choosing your pillow based on your preference for feel. If you typically prefer traditional pillows, choose the OnePillow. If you typically prefer memory foam pillows, choose the Miracle Pillow.
What is the down-like microfiber you use in your pillows?
We're very proud of our down-like microfiber, which mimics natural down. Whereas natural down uses natural fibers from geese or duck (we use white goose down for our down products), our microfiber uses high-grade synthetic fibers that have been shaved to mimic the texture of down. We use millions of microfibers in our pillows. Each microfiber measures less than 1 dernier in diameter (or 10 micrometers, which is 1/5 the diameter of a typical strand of your hair) to give it that airy weight, downy feel, and soft, silky texture.

Aside from being slightly more affordable than a natural down, our hypoallergnic microfiber is preferred by people with allergies or those who prefer not to purchase products made from animals.
Can you recommend a pillow for my children?
If your children are under the age of 14, we recommend the Miracle Pillow (Back/Stomach Sleeper) and the OnePillow (Stomach Sleeper). Both of these pillows are thinner and designed to properly support the head and neck of younger children.

Children over the age of 14 may select any of our pillows for a better night’s rest!
I have specific medical problems. How will your pillows work for me?
Every medical condition is unique in nature, so it’s difficult to say. We’ve had many, many Hush Home customers notice an immediate relief in sleep apnea, snoring, and neck pain, but we’ve also had some report no noticeable difference.

Feel free to speak with a doctor or medical professional about your specific problems.
Can I try the pillows before purchasing?
Yes, we love meeting our customers in person! You’re invited to book an appointment to visit our Quarry Bay showroom where we offer a completely private experience with relaxing music and scents. Please book an appointment here.
What is the warranty on your pillows?
All our pillows are protected by our 2-year HushCare warranty.

Bedding & Duvet

What certification does your bedding have?
The Luxury Hotel Sheets, the All-Season Duvet, and the Waterproof Mattress Protector are all certified by OEKO-TEX® Standard 100, which means each product is free of harmful chemicals and materials and 100% safe for you and your loved ones.
What type of testing has been done on your bedding?
In-house research and lab testing is completed at our R&D facilities in San Francisco, California, while actual sleep tests are completed in different international markets to ensure our bedding match the comfort preferences of the majority of sleepers. For more information, please see How We Design Our Products.

In addition, independent third party lab tests have certified our cotton and other fabrics meet OEKO-TEX® Standard 100 guidelines and are gentle to your skin.
Is your bedding really featured in luxury hotels?
Yes, our manufacturing facilities supply to high-end hotels such as St. Regis, Shangri-La, Ritz-Carlton, Park Hyatt, Peninsula, JW Marriott, Intercontinental, Hilton, and Four Seasons. These hotels trust the quality of the cotton, the international manufacturing standards, and the craftsmanship and precision of cutting and sewing at our facilities.

Unlike typical bedding sold in stores, our bedding is manufactured to be five-star hotel quality. That makes a drastic difference. It means we can provide the true thread count, ply number, and staple length of our cotton as well as guarantee our sheets can undergo a minimum of 300 high-temperature washes.

Moreover, because we take advantage of volume discounts from recurring orders by large luxury hotels, we can offer luxury bedding to you at a fraction of the going rate.
What are the dimensions of the Luxury Hotel Sheet?
We offer the Luxury Hotel Sheets in a wide variety of standard Hong Kong and international sizes. Please check the Luxury Hotel Sheets page for the dimensions of all of our sheets.

Duvet covers, flat sheets, and pillowcases are sized to international standards and will fit on most beds around the world.

Fitted sheets are sized to standard bed sizes in Hong Kong, the US, and popular international standards. If you cannot find a fitted sheet for your bed size, please contact us and we will be happy to help you find the nearest-sized fitted sheet or flat sheet.
Are the Luxury Hotel Sheets only featured in white color?
Yes! One of the secrets of high-end hotels is their use of all-white sheets. In the 1990s, luxury hotel chains experimented with using all-white sheets and discovered a surprising revelation: white sheets actually helped their guests sleep better. Moreover, from a design perspective, white sheets contrast beautifully with neutral tones and are easy to accessorize with colored pillows and throws.
I've never ordered luxury sheets before. What should I expect?
Luxury sheets made from 100% 1-ply long-staple cotton are different from other sheets you may have purchased in the past. By choosing us, you're experiencing cotton in its purest and most natural form. Unlike polyester sheets or cotton/poly blends, you will be delighted to discover our cotton sheets get better the more you use them. Natural cotton, especially long-staple cotton, softens with use and washing. The natural wrinkles mellow with time. That means each and every night, you'll slip away to increasingly comfortable sleep.
What is the down-like microfiber you use in the All-season Duvet?
We're very proud of our down-like microfiber, which mimics natural down. Whereas natural down uses natural fibers from geese or duck (we use white goose down for our down products), our microfiber uses high-grade synthetic fibers that have been shaved to mimic the texture and warmth of down. We use millions of microfibers in our duvets. Each microfiber measures less than 1 dernier in diameter (or 10 micrometers, which is 1/5 the diameter of a typical strand of your hair) to give it a temperature profile almost identical to natural down.

Aside from being slightly more affordable than a natural down, our hypoallergenic microfiber is preferred by people with allergies or those who prefer not to products made from animals.
What is the all-natural cotton you use in the Waterproof Mattress Protector?
Unlike many other mattress protectors, our Waterproof Mattress Protector uses 100% knitted cotton. The all-natural cotton is not only super soft, but also cool and breathable. Added together, this will provide you with a better overall sleep experience!
What is the warranty on your bedding products?
The Luxury Hotel Sheets and the Waterproof Mattress Protector are protected by a 2-year Hushcare Warranty, and the All-Season Duvet is protected by by a 5-year Hushcare Warranty.

Towels

What certification does your Luxury Hotel Towel Set have?
The Luxury Hotel Towel Set is certified by OEKO-TEX® Standard 100, which means each item is free of harmful chemicals and materials and 100% safe for you and your loved ones.
What type of testing has been done on the Luxury Hotel Towel Set?
In-house research and lab testing is completed at our R&D facilities in San Francisco, California, while actual in-person tests are completed in different international markets to ensure the Luxury Hotel Towel Set matches the comfort preferences of the majority of customers. For more information, please see How We Design Our Products.

In addition, independent third party lab tests have certified the cotton in the Luxury Hotel Towel Set meets OEKO-TEX® Standard 100 guidelines and are gentle to your skin.
Is the Luxury Hotel Towel Set really featured in luxury hotels?
Yes, our manufacturing facilities supply to high-end hotels such as St. Regis, Shangri-La, Ritz-Carlton, Park Hyatt, Peninsula, JW Marriott, Intercontinental, Hilton, and Four Seasons. These hotels trust the quality of the cotton, the international manufacturing standards, and the craftsmanship and precision of cutting and sewing at our facilities.

Unlike typical towels sold in stores, the Luxury Hotel Towel Set is manufactured to be five-star hotel quality. That makes a drastic difference. It means we can guarantee our towels can undergo a minimum of 300 high-temperature washes.

Moreover, because we take advantage of volume discounts from recurring orders by large luxury hotels, we can offer luxury towels to you at a fraction of the going rate.
Is the Luxury Hotel Towel Set only featured in white color?
Yes! One of the secrets of high-end hotels is their use of all-white towels. From a design perspective, white towels contrast beautifully with neutral tones and are easy to match with any bathroom or spa accessory.
I've never ordered luxury towels before. What should I expect?
Luxury towels made from 100% 1-ply long-staple cotton are different from other towels you may have purchased in the past. By choosing us, you're experiencing cotton in its purest and most natural form. Unlike other towels, you will be delighted to discover our cotton towels get better the more you use them as natural cotton softens with use and washing.
What is the warranty on the Luxury Hotel Towel Set?
The Luxury Hotel Towel Set is protected by a our 1-year HushCare warranty.

Payment & Checkout

What methods of payment do you accept?
We accept all major credit cards as well as Paypal, Google Pay, and Apple Pay.

We also accept cash, cheque, and bank transfers as payment options. If you’d like to pay with one of these methods, please contact us for instructions.

When using one of these methods, we accept HK$, US$, and other local currencies.
May I pay in US$ or another local currency?
Yes, you may pay in US$ (or another local currency) by selecting bank transfer as a payment option! You will see this option during the checkout process.

For credit card orders (as well as Paypal, Google Pay, and Apple Pay orders), the prices on our website are in HK$ and our payment systems will process these orders in HK$. Any local currency prices on our website are based on real-time reference rates only. The actual conversion to your local currency will be completed by your bank or credit card.
I can't check out. How can I place my order?
If our website is not working properly for you, please feel free to contact us and we will gladly process your order over email or phone.
How do I use or redeem my coupon code?
At checkout, click "Enter a coupon code", type your coupon code into the empty field, and select "Apply".
May I use 2 coupon codes on 1 order?
Our automated systems will only allow one coupon code per order. Make sure you use the offer that gives you the best deal!
I previously stayed at your partner hotel, Osaka Hinode Hotel, but forgot the coupon code. What should I do?
Don't worry. Please contact us and we will verify that you stayed at our partner hotel and apply a discount to your order!

Orders

My order didn't ship yet. May I add an item?
For your own security, we don't store credit card information on file, so the best way to add to an existing order is to place a new order on our website. If we get the order in time, we will try to ship both packages together.
What if I need to modify my order?
If you would like to change your delivery address or add or remove items to your existing order, please contact us. Because we often fulfill orders on the same day, requested changes are not guaranteed.
What if I need to cancel my order?
If you would like to cancel your order, please contact us within 30 minutes of placing your order. Because we often fulfill orders on the same day, order cancellation is not guaranteed.
I want to buy pillows or bedding as a gift. Do you offer gift wrapping?
All of our orders come beautifully packaged with a reusable Hush Home cotton laundry bag, because we think of all of our products as a gift, whether for you or a loved one.

Free In-Home Setup

How does the Free In-Home Setup service work?
We offer Free In-Home Setup of your new Hush Mattress anywhere in Hong Kong. Here’s how it works:

Step 1: You choose a convenient delivery date. You may select any date as early as the next day, Monday to Saturday.

Step 2: On the day before delivery, we call you to schedule a delivery time.

Step 3: When we arrive at your home, we setup your new mattress on your bed, hand-deliver any other Hush Home® products you ordered, remove any packaging and (if requested) remove your old mattress.

Step 4: Voila! You can immediately fall asleep.
When will my new Hush Mattress be delivered?
We offer Free In-Home Setup as early as the next working day, Monday to Saturday. You may schedule your preferred delivery date during checkout and our delivery team will call you to schedule the delivery time the day before delivery.

During our Free In-Home Setup, 2 professional movers from our white-glove delivery service will hand-deliver your mattress, set it up on your bed, remove any packaging, and (if requested) remove your existing mattress.
Will my new Hush Mattress be delivered in a box?
No, we do not deliver the Hush Mattress in a box. The Hush Mattress employs premium build techniques such as pocket coil technology, EdgeSupport, and hand-tufted comfort layers that should not be squeezed into a box. Trust us, you'll feel the difference!

In addition, we do not "mail" your Hush Mattress. Instead, we offer Free In-Home Setup, where 2 professional movers will hand-deliver your mattress, set it up on your bed, remove any packaging, and (if requested) remove your existing mattress.

We believe our Free In-Home Setup service is the perfect way to start your first night’s rest on a better mattress!

That said, if your lift (or elevator) is too small to fit your new Hush Mattress, we offer a special custom delivery solution (and it's free of charge!). Please contact us when ordering your mattress and our white-glove delivery service will assist you.
Do you deliver the Hush Mattress to remote areas in Hong Kong?
Yes we do! There will be an extra charge for delivery to outlying islands, South Lantau, Discovery Bay and Ma Wan. (Please note that orders to Discovery Bay and Ma Wan will be delivered on Wednesday of each week.)

Please contact us when placing the order.
Will you remove my existing mattress?
Yes, we offer removal services at cost as part of our Free In-Home Setup in Hong Kong.

If your used mattress is in good condition, we will make sure your mattress is donated to a local charity supporting men, women, and children that are in need of a better place to sleep. Otherwise, we will send your used mattress to a professional recycling service.
I ordered Hush Home pillows and bedding with my new Hush Mattress. Will these be delivered by the same white-glove delivery service?
Yes, any pillows and bedding that you order will be hand-delivered by the same white-glove delivery service at the same time as delivery and setup of your new Hush Mattress. Happy sleeping!
What orders are eligible for Free In-Home Setup?
Any order that includes the Hush Mattress is eligible for Free In-Home Setup!
Delivery to my home may not be "standard". Will there be any additional delivery fees?
While we try hard to make sure all deliveries are free for the customer, certain deliveries may incur additional fees. If your delivery includes one of the following items (and you did not previously pay for such item), the delivery team may request that you pay the relevant fee in cash at the time of delivery.

Item Price
Price Stairs (per story) $100 per mattress
Delivery Address More than 50m from Unloading Point $150 per mattress
Mattress Removal $350 per mattress
Discovery Bay $200 per delivery
Outlying Islands Case by case
Balcony or window Case by case

Outlying Islands include Lantau Island (areas accessible by the Tung Chung Road south of Shek Mun Kap Road on Lantau), Ma Wan, Lamma Island, Cheung Chau and Peng Chau.

Express Shipping

How does Express Shipping work for pillows, bedding, and towels?
Any order that does not include a mattress will be shipped to you via third-party express couriers such as SF Express, Federal Express and DHL. You’ll see this delivery option when checking out.

We typically will ship out your items within 1 business day. Once we ship out your order, you’ll receive a shipping confirmation email with tracking information so you may know the status of delivery. If you’d like to schedule a convenient time to receive your order, you may arrange directly with the third-party express courier!

We choose to work with express couriers to make sure your order reaches you safely, securely, and quickly. We also work very hard to make sure we can offer you the lowest express shipping costs. For customers in Hong Kong, shipping is HK$35 for orders under HK$1,000 and free for orders above HK$1,000.
When is my order shipping?
We prioritize all orders and try to ship them as soon as possible.

As long as all of your items are in stock, we will typically ship out your order within 1 business day. Once we ship out your order, you’ll receive a shipping confirmation email with tracking information so you may know the status of delivery.

If one of your items is not currently in stock, your entire order will ship when that item is back in stock. If you need part of your order more quickly, please contact us and we'll let you know if there's a way to make that happen!
When will I receive my order?
Most customers in Hong Kong receive their order within 2 business days, although the exact delivery time depends on the express courier’s delivery schedule. If you’d like to schedule a convenient time to receive your order, you may arrange directly with the third-party express courier!

(Please note that once we ship out your order, you’ll receive a shipping confirmation email with tracking information. You may also use this tracking information when contacting the express courier to schedule a convenient delivery time.)
May I pick up my order at your Quarry Bay showroom?
Yes, we keep limited stock of the Miracle Pillow and OnePillow in our showroom. If you’d like to pick up any of our other products, we will need to order it for you in advance (and you may select to send it to our showroom for pickup).

That said, we highly recommend shipping our products to your home! Practically all our customers find it convenient and quick.
I want to change my delivery address. What do I do?
Please contact us as soon as practicable. Because we often fulfill orders on the same day, delivery address changes are not guaranteed.
Do you ship your pillows and bedding products worldwide?
Yes, we are an international website and ship to most countries around the world. We work very hard with our logistics partners to offer low shipping costs to where you live and sleep:

● If you sleep in Hong Kong, shipping is HK$35 for orders under HK$1,000 and free for orders above HK$1,000.

● If you sleep in another country in Asia, shipping is US$10.

● If you sleep in the rest of the world, shipping is US$20.

If you enter your delivery address and no shipping option shows, that means we are still working on integrating your country into our automated system. Please contact us and we can process your order over email or phone.
Why do we ship from Hong Kong?
We chose Hong Kong as our global logistics hub because of the savings we could pass onto you.

Because Hong Kong is the largest shipping port in the world as well as a free port, we take advantage of volume discounts and no-duty regulations -- discounts that we pass straight to you.
Duties and tax -- how does this work?
We work hard to make sure all duties and tax are accommodated in the cost of your order while also following the laws in your country. Each country's laws are different, and the declared value of your order may differ from the price charged to you at checkout.

The good news is that for the most part, duties and tax are included in your order. If your order requires additional duties and tax to be paid, you will be required to pay them at the time of delivery. Because the addressee is required to pay these additional duties and tax, we cannot grant any requests for returns or refunds based on a customer's refusal to pay these additional duties and tax.

Below is a list of popular destination countries which may require additional duties and tax to be paid:

• Japan

• China

• Indonesia

• Canada

• UK

*For express shipping to mainland China, your tax ID may be required for customs clearance.

100-Night Trial

How does the 100-Night Trial work?
Lounge on your Hush Mattress, dream on your Miracle Pillow and OnePillow, sleep on your Luxury Hotel Sheets -- you can try these sleep products in the comfort of your home for 100 nights.

Our 100-Night Trial is our way to make sure you’re 100% comfortable when purchasing from Hush Home.

If you decide the mattress isn’t for you, we’ll send our white-glove team to remove the mattress and donate it to a local charity serving men, women, and children that are homeless or in need.

If you’re not fully satisfied with one of our pillow or sheets products, we ask that you bring the item into our Quarry Bay showroom so that we may donate the item on your behalf.

Either way, your original form of payment will be refunded minus any applicable processing fees.

Additionally, we believe it’s important to test out all your Hush Home products in your own home. That’s why we offer a 30-night-trial on our other products (including the All-Season Duvet, the Waterproof Mattress Protector, and the Luxury Hotel Towel Set).

Your Home Trial will start on your delivery date. We hope you enjoy your sleep!

Returns

What is your return process for mattresses?
If you are not fully satisfied with your mattress within the 100-night period, please contact us and we will arrange a pick up from your home. Because a used mattress cannot be resold, we will donate your mattress to a local charity that can provide a clean and comfortable bed to those in need. Your used mattress should be in reasonably good condition and not damaged or stained. Returns of used mattresses will be refunded minus a processing fee of HK$350 and any additional labor charges paid by our company at the time of the delivery and return (including stairs). The processing fee covers the pickup fee, storage, and delivery of your used mattress to a local charity.

Any special delivery charges you may have paid at the time of delivery are nonrefundable.

To be eligible for a mattress return, we request that you try your new mattress for at least 30 days before submitting a request, as it can take some time for your body to adjust to a new sleeping surface.

Each customer is eligible to return a maximum of 1 mattress. Returns will not be accepted if we reasonably believe the customer is initiating the return process in bad faith.

Any Hush Home products that were purchased from another retailer will be subject to that retailer’s return policy.

Any products delivered outside of Hong Kong are not eligible for returns.

Custom-sized mattresses are not eligible for returns.

** For customers who participated in our Home Detox Charity Campaign, returns of the Hush Mattress will be refunded minus a processing fee of $350 and any removal fees calculated based on items donated: $350/piece for larger items (i.e. mattress, washing machines, bunk beds, refrigerators), $100/piece for medium-sized items (i.e. microwave, television, fans, heater), $30/piece for smaller items (i.e. water kettle, pillows, bedding).
What is the return process for pillows, bedding, and towels?
If you are not fully satisfied with your pillows, bedding, and towels within the trial period, we are happy to process returns. Because washed and used items cannot be resold, we ask that you bring the item into our Quarry Bay showroom so that we may donate the item on your behalf. This is our way to make sure all “returned” items will see a new life helping another person. The donated item should be in reasonably good condition and not damaged or stained. Please contact us to process your return.

Returns of each item will be refunded minus a processing fee of US$9.99 (or HK$79.00). While we would love to be able to offer free returns for everyone, everywhere, we think it is preferable to charge a small processing fee so we can keep our commitment to you to offer the luxury hotel quality products at low prices.

In the event of a return, shipping and duty charges are nonrefundable.

To be eligible for a return, we request that you try your pillows, bedding, and towels for at least 14 days before submitting a request, as it can take some time for you to adjust to a new pillow or bedding.

Each customer is eligible to return a maximum of 1 item of each product type. Returns will not be accepted if we reasonably believe the customer is initiating the return in bad faith.

Any Hush Home products that were purchased from another retailer will be subject to that retailer’s return policy.

Any products delivered outside of Hong Kong are not eligible for returns.

Custom-sized products are not eligible for returns.
I love most of the items I ordered but want to return 1 item. Is that OK?
That's perfectly fine! We want to make sure you're falling asleep 100% satisfied. If a customer orders multiple items and decides to return 1 or more items while keeping the rest of the items in the order, the cost of the returned item(s) will be refunded.

If the customer's order involved a Buy X Get X promotion and the returned item(s) are higher-priced items than the items that are kept by the customer, then the cost of the returned item(s) will be determined as follows: (the total order value, including all discounts) x (the list price of the returned item) / (the list price of all items in the order).
Do I need to keep any of the original packaging when I return an item?
Nope, you don’t need to keep any packaging, but please do make sure the returned product is in good enough condition to donate.

Also, the Hush Home laundry bag that shipped with your item is yours to keep!.
What happens to returned products?
We never resell a used product.

All returned products are donated to a local charity to ensure another person has a great night’s rest.

Exchanges

May I exchange the Hush Mattress?
We’re happy to offer you an exchange for size increases or decreases once during your home trial period.

To be eligible for an exchange, the original mattress must be returned at the same time as delivery of the new mattress. Because your original mattress cannot be resold, we will donate your mattress to a local charity. Your original mattress should be in reasonably good condition and not damaged or stained.

We will charge you any price difference between the two sizes plus a processing fee of HK$350 and any additional labor charges paid by our company at the time of delivery and exchange. Please contact us to process your exchange.

Any Hush Home products that were purchased from another retailer will be subject to that retailer’s exchange policy.

Any products delivered outside of Hong Kong are not eligible for exchanges.

Custom-sized mattresses are not eligible for exchanges.
May I exchange any of the Hush Home products?
Yes, exchanges are processed the same way as returns for our pillows, bedding, and towels.

Because washed and used items cannot be resold, we ask that you we ask that you bring the item into our Quarry Bay showroom so that we may donate the item on your behalf. The donated item should be in reasonably good condition and not damaged or stained. Please contact us to process your exchange.

Exchanges of each item will be refunded minus a processing fee of US$9.99 (or HK$79.00). Please contact us to process your exchange.

Any Hush Home products that were purchased from another retailer will be subject to that retailer’s return policy.

Any products delivered outside of Hong Kong are not eligible for returns.

Custom-sized products are not eligible for returns.
Do I get a home trial if I exchange a Hush Home product?
Each customer is entitled to one trial period per product type. If at least one of a particular product type has been returned or exchanged, that customer will not be eligible for additional trials of that particular product type.

HushCare Warranty

Are Hush Home products covered by a warranty?
Yes, all our products are covered by our world-class HushCare Warranty, for the periods listed below, starting from your order date:

● Your Hush Mattress: 12 years

● Your Miracle Pillow and/or OnePillow: 2 years

● Your Luxury Hotel Sheets: 2 years

● Your All-Season Duvet: 5 years

● Your Waterproof Mattress Protector: 2 years

● Your Luxury Hotel Towels: 1 year
What are the terms and conditions of the HushCare Warranty?
A. Hush Home warrants its products against the defects in material and workmanship set forth below (“Defects”) for the time period set forth below from the time the product is purchased by you so long as the product is used normally for its intended purpose. For mattresses, normal use means that the mattress has been placed on flat, stable bed base that is structurally capable of supporting the weight of the Mattress and user(s).

B. This limited warranty is valid only for the original purchaser from the original purchase date of a product that is purchased directly from Hush Home and is non-transferable. If the original purchaser sells or relinquishes ownership of the product to another, the subsequent owner accepts the product “as is”. The following are the time periods for which the limited warranty is valid: for a new mattress, 12 years; for a new pillow, 2 years; for a new sheet product, 2 years; for a new duvet, 5 years; for a new mattress protector, 2 years; and for new towels, 1 year.

C. This limited warranty covers the following Defects:
● Physical flaws in the craftsmanship of the product that causes permanent damage despite proper set-up and normal use
● For mattresses, a visible indentation or sag of 25 mm or larger when no weight is applied onto the mattress

D. This limited warranty does not cover the following:
● A normal increase in softness or settling of materials, or any normal wear and tear;
● Comfort preferences;
● Physical abuse or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage, stains, bending, folding, standing or jumping on the product;
● Damage caused by washing, drying, or high temperature treatment;
● Any product (whether manufactured by Hush Home or not) sold by resellers;
● Minor manufacturing discrepancies or cosmetic flaws, such as uneven stitches;
● Odor (some of the materials used in our products have a natural odor);
● For mattresses, damage caused by using an improper base or foundation to support the mattress; and
● For mattresses, usage outside of Hong Kong.

E. During the limited warranty period applicable to a pillow, sheet product, duvet, mattress protector, and towel product, Hush Home will, at its discretion, repair or replace the defective product free of charge. For the first two years of the limited warranty period applicable to a mattress, Hush Home will, at its discretion, repair or replace the defective mattress free of charge. From the third to the twelfth year of such limited warranty period applicable to a mattress, a repair or replacement fee will be charged, calculated by the number of years of ownership multiplied by one twelfth (1/12) of the prevailing retail price of the product. Repaired products, or replacement products, are not subject to the warranty.

During the limited warranty period, transportation costs for repairing the defective product or delivering the replacement will be borne by the customer.

In case an identical product model or material is not available for a replacement, Hush Home reserves the right to substitute a comparable model or material.

B2B

I'm a hotel, resort, co-living space, or nap clinic. Do you sell your sleep products B2B?
Yes, we do. Please direct all inquiries to goodmorning@hushhome.com and one of our sales representatives will be in touch.
I'm an interior designer, contractor, or property developer. Will you be able to offer a discount or other services?
We are proud to offer exclusive trade pricing and services to interior designers, contractors, property developers, and other businesses. To learn more, please contact us at goodmorning@hushhome.com.

About Us

Why are you called Hush Home?
We love falling asleep in the hush (or silence) after a noisy, busy day. That's the moment when you are coddled by your softest bedding and the rest of the world drops away into a comfortable silence. We want all our customers to experience this quiet moment before great sleep, so the name seemed perfectly appropriate!
Is Hush sold in any stores?
Yes, we love meeting our customers in person! You’re invited to book an appointment to visit our Quarry Bay showroom where you can kick off your shoes and even take a nap! We offer a completely private experience with relaxing music and scents. Please book an appointment here.

Mattress Delivery & Setup

Step 1 of 2
Delivery Date Free in-home setup within Hong Kong. Please select your preferred date. On the day before delivery, we'll call you to schedule a delivery time!
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Do you want us to remove your old mattress?For a small fee, we can remove your old mattress. If it's in good condition, we will donate it, so a person in need has a better place to sleep.
Yes
No
No of mattress: 1
Do you want us to carry the mattress up or down any stairs?
Yes
No
Please specify the number of storiesThere will be a labor fee of HK$100.00 per story
Story: 1
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