Frequently Asked Questions

Welcome to Sonno Support. Have questions? We're here to help! Our knowledge base and FAQs below should have most of the answers you need. But, feel free to reach out anytime.

Care

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What type of bed frame should I use?

Sonno mattress should be positioned on a flat, stable surface. We recommend a slatted base frame of no more than 10 cm.

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Can I sleep on my mattress right after unboxing it?

We recommend allowing one hour for your mattress to expand before sleeping on it. After 24 hours, your mattress will have fully taken shape and will perform at its best!

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Should I flip or rotate my mattress?

The Sonno mattress is designed to be used one way up, so flipping is not required. We recommend rotating the mattress 180 degrees every six months to maximise performance and durability.

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Can I unzip my Sonno mattress cover and wash it?

Yes, you sure can! Gone are the days of sleeping on dirty, stained mattresses. With the Sonno mattress you can easily unzip your mattress cover and hand-wash it in warm soapy water. Remember to line dry the cover and treat it as you would your favourite dress.

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What kind of sheets will fit my Sonno mattress?

Standard size bed sheets will perfectly fit your new Sonno.

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How do I clean my Sonno mattress?

You can unzip your mattress cover from the side, then wash it with cold water (machine or by hand) and line dry it only.

Design & Technology

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Can I test out the mattress before purchasing?

You can experience Sonno at POP by Jaya One, 100-G.041 Block J, The School, Jaya One, 72A, Jalan Universiti, Petaling Jaya, 46200, Selangor every day from 10am to 10pm.

We also have 100 nights home trial to fall in love with your Sonno mattress. If you are not happy, you can easily write us back and return the mattress - you will be 100% refunded. Read more on our Terms & Conditions.

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Do you make a custom size?

Unfortunately, we do not offer custom sizes at the moment. However, you can follow us on Facebook. We will keep our community posted!

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How deep is the mattress?

The mattress depth is 23 cm (9 inches).

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How firm is the mattress?

Our medium-firm mattress is 6.5 to 7.5 on a firmness scale of 1-10, with 1 being very soft and 10 being hard.

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How much does the Sonno mattress weigh?

We have three different sizes with specific weights: 

  • Single mattress: 20 kg
  • Queen mattress: 32 kg
  • King mattress: 38 kg

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Where is Sonno made?

Sonno is designed in Italy and responsibly manufactured with a leading factory in China, adhering to the highest quality standards in the industry.

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What safety tests have been done?

We put the Sonno mattress through serious testing for comfort, design and most importantly, safety.

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Why should I avoid the spring mattress?

You may be surprised to find out that the mattress you are lying on could, in fact, be acting as a radiation antenna. This is a problem because an antenna will amplify electromagnetic waves, and some electromagnetic radiation has been linked to certain diseases. You don't want to be spending a third of your life lying in an electromagnetic field, yet this is exactly what you are doing if your mattress has any metal in it.

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Which are the benefits of a latex mattress?

The latex mattress has three properties that help you to sleep well and live better:

  • the mattress is breathable, thanks to the latex porosity
  • the mattress is hygienic, since latex is a natural fiber
  • the mattress supports your weight, thanks to the elasticity of the material

The mattress must have an elastic structure which supports the body, while its porosity ensures perfect breathability that rapidly eliminates the body’s humidity. The result is a breathable, hygienic mattress, as well as one that is welcoming and supportive.

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What is natural latex and why is it used?

Latex foam is produced by vulcanising liquid latex. The vulcanisation process crosslinks latex particles with sulfur through the application of heat and accelerators such as zinc oxide. Latex does not retain heat and provides a high level of pressure relief from its bounce-back effect. It also provides excellent motion-transfer properties.

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Why is Sonno Mattress priced much lower than a similar mattress sold in a store?

Most mattresses are priced unrealistically high. By selling online, we do not waste money on large showrooms with pushy salespeople and we cut away the multiple channels of distribution, advertising and high showroom rental. The sale is done directly from the factory to consumers. By compressing the mattress into a box, we reduce the storage and delivery costs too. Just a brilliant mattress sold at a fair price.

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Why only one type of mattress?

We carefully researched Sonno and strongly believe that its composition will satisfy your needs. There’s no need for more confusion when one product will help you sleep well and live better.

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What makes Sonno the best mattress for everyone?

Sonno is a high-quality, high-performance mattress designed specifically to help you sleep well and live better. We strongly believe that a great day always starts with a good night before. Sonno supports the natural posture of your spine, helping to relieve back, shoulder and neck problems. It has also been designed to naturally breathe, so you don’t end up getting hot while sleeping.

We designed Sonno with premium components to suit sleep preferences for the majority of consumers. Our product is expertly crafted and includes three essential inner layers below the premium cover. The first layer is composed of open-cell hypoallergenic latex which provides uncompromising comfort, bounce and breathability. The second layer of high density, cooling memory foam provides universal support, great pressure relief and excellent airflow to keep you cool. The third layer of supportive foam enables proper weight distribution across the entire mattress and excellent body support, optimal durability and enhanced airflow.

Instalment Payment

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What Credit Card companies or financial institutions are offering the instalment scheme?

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How easy payment scheme works?

Step 1: Buyers select MOLPay as Payment Method during checkout and make payment by credit card at Sonno online store.

Step 2: The credit card payment will be processed online as usual.

Step 3: Once the card payment is authorised successfully, MOLPay merchants and buyers will be informed the payment status is successful.

Step 4: The buyer will be notified by MOLPay the steps of converting a transaction to an instalment for buyer’s bank including interest charged and tenure offered, either via pop up window or email.

Step 5: Buyers just follow the instruction as stated in the popup window or email to convert their transaction into instalment.

Step 6: If bank approved buyers’ request, buyers just pay back to their back on instalment basis as they applied with the bank.

Note: Step 4 only is activated when buyer is found to make Malaysian Ringgit (MYR) 500.00 and above via credit card (of participating bank) successfully.


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What are tenures offered under easy payment scheme?

The standard tenures offered by banks are 6 months, 12 months or any tenure defined by bank and it varies from bank to bank. 

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How much interest charged to card holder under this easy payment scheme?

The interest charged is ranging from 2% to 10%, subject to the tenure of instalment taken and it also varying from bank to bank.

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What are the differences between Easy Payment Scheme and 0% interest instalment plan?

0% interest instalment plan will not incur any additional fee (or interest) to the card holders when they participate in the program. With Easy Payment Scheme the card holder will be charged the interest by his/her bank.

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Is it 0% interest for the card holder?

No, it is not a 0% interest instalment payment plan.

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What are the minimum requirements for card holder to participate?

The card holder must transact minimum of Malaysian Ringgit (MYR) 500.00 via participating banks’ credit card (Visa and Mastercard only) in a single receipt. The minimum transaction amount eligible for Easy Payment Scheme also subjects to the tenure of instalment taken by the card holder.

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Which bank’s card holder can participate?

The card holder can participate in the easy payment scheme if they are using credit card (Visa and MasterCard) issued by one of the following Credit Card Companies or financial institutions:

  1. AEON Credit
  2. Affin Bank
  3. Bank Simpanan Nasional
  4. Citibank
  5. Hong Leong Bank
  6. HSBC Bank
  7. Maybank
  8. MBF Card
  9. Public Bank
  10. RHB Bank
  11. Standard Chartered Bank

*Note: The above list is subject to changes from time to time in accordance respective bank policy without prior notice.

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What is Easy Payment Scheme?

Easy Payment Scheme is the new feature offered by MOLPay to its merchants whereby allowing the merchants’ customers to convert their online transaction to an instalment with the Credit Card Company or financial institution.

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Do you offer instalment payments?

Yes! Read more details here

Packaging & Sizes

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Do I have to unbox the Sonno myself? Is it easy to set up my mattress?

Once you have received your new Sonno, setting it up is quick and simple – just follow these steps:

  • Unbox your Sonno box on its side in the room you’ll be using it.

  • Cut open the outer plastic wrap using the letter opener found inside the box in your welcome kit. Poke a hole, then slowly glide the blade across the plastic. (Be careful: don’t cut the mattress itself).

  • Flatten out your Sonno and tear open the inner plastic wrap with your hands.

  • Allow an hour for the mattress to expand. It will take 24 hours to fully expand, but you can use it almost immediately.

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How big is the box?

We have three different sizes for each mattress:

  • Single mattress box: 32 x 32 x 98 cm
  • Queen mattress box: 32 x 32 x 158 cm
  • King mattress box: 32 x 32 x 188 cm
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Does vacuum compression affect my mattress?

The responsive foams we use are designed to provide years of optimal performance, which means we’re able to compress the Sonno mattress without impairing its core structure.

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How does the mattress fit into the box?

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 a few hours.

Price and Payments

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Can I pay with my Malaysian credit card / debit card?

Definitely, yes!

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What payment methods are accepted?

We accept Visa, MasterCard and online banking with major local banks (Maybank2U, CIMB Clicks, RHB Now, Hong Leong Connect, AmOnline, Bank Islam, Affin Bank).

Returns & Warranty

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Do you allow exchanges?

We have only one mattress and we do not allow any exchanges on sizes.

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Do I need to keep and return the mattress box?

There’s no need to keep the original box but please keep the plastic wrap.

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Is a return free?

Yes, 100% free.

Please note that we charge a RM299 logistics fee for returns from East Malaysia.

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How long does it take to receive a refund?

We will refund your money after we have received the mattress back at one of our warehouses or associated charities. The refund will be placed on the card or account that you used to make the purchase.

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How do I return my mattress?

Simply get in touch with us at support@sleepsonno.com and we’ll arrange a free pickup from your home.

There’s no need to keep the original box but please keep the plastic wrap.

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What happens to the returned mattresses?

Returned or used mattresses are never resold or re-sent to customers. Instead, we do our best to give away returned mattresses to local charities supporting the homeless and needy. Otherwise, they are sent for professional recycling or disposal.

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What does the 10-year warranty cover?

Sonno mattresses are covered by a 10-year warranty from the date of delivery and collection. This warranty is not transferable and covers only the original purchaser who continues to be the owner of the product.

This warranty covers:

  • Defects of a structural or manufacturing nature, including physical flaws in the mattress causing the foam materials to split or crack.

  • Deterioration resulting in a visible indentation or sag of one (1) inch (25mm) or larger when no weight is applied onto the mattress.

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How does the 100-night home trial work?

We understand it takes more than a few minutes to know if a mattress is right for you. That's why we offer you a 100-night sleep trial. Try our mattress and if you don’t fall in love with it, we’ll come collect it and give you a full refund. Due to the time it takes your body to adjust to a new mattress, we have a minimum requirement that you must own the mattress for at least 25 days before initiating the return. Please note that the 100-night sleep trial is limited to one per household and cannot be used to exchange the mattress for another size. Read our Terms & Conditions section to fully understand how it works.

Shipping & Delivery

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How long will it take for my Sonno mattress to arrive?

Only 3-5 working days from the moment you place the order!

7-10 working days in East Malaysia.

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Can I pick up the mattress by myself?

Our warehouse is located in Selangor and we deliver with a third-party courier. Everything is already organised for you. However, you can get in touch with us and we’ll see how we can help.

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Can I change my delivery address after placing the order?

The delivery address can be changed as long as your order has not been dispatched for delivery. Once dispatched, it may be difficult for us to change the details, but do get in touch with us and we’ll see how we can help.

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What happen if I’m not at home to receive my Sonno?

The courier will give you a phone call to arrange the delivery and will usually try to deliver the item twice. If no one is there to collect the item, the courier will leave instructions on the nearest centre to pick it up from for a limited time.

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Can I choose a specific delivery date and time?

We deliver with a third-party courier and at the moment it is not possible to specify delivery date and time. Depending on the courier in charge, the courier may give you a phone call to successfully arrange the delivery.

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Is the shipping free in Malaysia?

Yes, 100% free.

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Do you ship outside Malaysia?

We only ship in Malaysia and Singapore at the moment.

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Do you ship to East Malaysia?

We do but please note that we charge a RM299 logistics fee in case of return from East Malaysia.

The Pillow

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I don’t remember the last time I replaced my latest pillow. How do I know I need a new one?

Experts recommend replacing your pillow every one to three years — but we understand that doesn’t always happen! If your head doesn’t feel supported, you need a new pillow. No matter what position you lie in, the pillow should be under your head (not your shoulders) and its thickness must keep your head to be in a normal position.

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What’s the best pillow for my sleep position?

Sonno sets out to design a single pillow that could accommodate all sleeping positions. Whether you like to sleep on your side, back or stomach, you will feel supported by The Sonno Pillow.

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How do I wash my Sonno Pillow?

First, remove the cover from the foam. You can machine wash the cover, in cool water with a mild detergent and a tumble dry on low.

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What makes the Sonno Pillow different?

The Sonno pillow is made of one memory foam piece designed to maintain a specific structure to support your head and neck no matter how you sleep. Fill pillows use a variety of materials (cotton, down, polyester, etc.) to make up the inside of a pillow but often need maintenance to keep their shape.


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What is the Sonno Pillow made of?

Our pillow's core is made from 100% polyurethane memory foam. The foam meets CertiPUR-US® program standards for content, emissions and durability, and is analysed by independent, accredited testing laboratories. The cover is made of ultra-premium Outlast® fabrics that provide comfort, stretch and flexibility. What sets our mattress apart is that it is handcrafted to be incredibly soft and methodically breathable. For your convenience, the durable cover is easily removable for cleaning.

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Where is the Sonno Pilllow made?

The Sonno pillow is designed in Italy and made by our trusted friends in China.

Uncategorized

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Do you have a showroom?

Yes! You can experience Sonno at POP by Jaya One, 100-G.041 Block J, The School, Jaya One, 72A, Jalan Universiti, Petaling Jaya, 46200, Selangor every day from 10am to 10pm. More information here.

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Why we exist?

You undoubtedly know that selecting a mattress is often a tedious, complicated old-fashioned process. In the past, you may have ended up buying what an unreputable salesman was pushing, someone who cared more about his or her financial bottom line than your true comfort. Maybe you had the opportunity to lie on a mattress for a few minutes before the purchase, or maybe you didn’t, but either way it wasn’t enough time to allow for such a critical, life-altering decision. No more.

Sonno is different. We make having a great night’s sleep easy. You conveniently order online, the exceptional mattress comes in a box and you try it in the comfort of your home for 100 wonderful nights, risk free.

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What's behind the Sonno name?

‘Sonno’ was chosen as a name because it’s Italian for ‘sleep’. Your bed is your intimate and personal space where you should feel relaxed, safe and utterly at ease. We don't take that for granted and have made it our mission to live up to that promise every single day.