FAQs | SweetDream

Question 1

Are there any shipping charges?

Accepted Answer

We don't want you worrying about delivery. Enjoy free shipping on all SweetDream orders

Question 2

How long before my order arrives?

Accepted Answer

Mattresses are usually delivered within 4-6 working days depending on stock availability. Pillows and bedding accessories are delivered within 2-4 working days.

Question 3

Do you ship internationally?

Accepted Answer

Unfortunately, we only ship domestically to Malaysia at the moment. However, we are passionate in our mission to build a world with more well-rested people so we're sure new markets will open soon!

Question 4

Do you ship to East Malaysia (Sabah, Sarawak)?

Accepted Answer

For the time being, we only ship to West Malaysia as mattresses are bulky items. However, we can accomodate special arrangements for deliveries to East Malaysia!

Question 5

May I choose a specifice delivery time & date?

Accepted Answer

Once your order has been processed and confirmed, our SweetDream agent will reach out to you to arrange delivery. At that time, we can definitely accomodate your timing requests.

Question 6

Will SweetDream help with my mattress or bedframe installation?

Accepted Answer

For deliveries from our SweetDreamers logistic team, we will provide transport, manpower, professional wrapping, & rubbish disposal. In a nutshell, we'll be there to ensure your mattress is settled in peacefully.

Question 7

How can I track my order?

Accepted Answer

You may contact us at custcare@sweetdream.com.my or send us a WhatsApp at 012 268 6992 to check on your order. Please do provide us with your order details such as your order number & product purchased.

Question 8

May I change my shipping address after an order has been made?

Accepted Answer

For urgent matters, please call us at +6012 268 6992 and we'll try our best to get your problem sorted.

Question 9

May I purchase and pick-up straight from your warehouse?

Accepted Answer

You may most definitely do that. We welcome any interested party to experience our showrooms & warehouses a.k.a what makes SweetDream great.

Question 10

Does SweetDream do mattress exchanges?

Accepted Answer

For major manufacturing defects, contact us immediately and we will exchange your mattress free-of-charge (FOC). For other purposes, please allow a grace period of 14 nights before initating a exchange. The time is to ensure your body fully adjust to the proper support of the mattress. Furthermore, the mattress must be clean and undamaged condition during exchange.

Question 11

How do we initiate a mattress exchange?

Accepted Answer

To initiate a mattress exchange, please call our customer care line at 012 268 6992, email a request to custcare@sweetdream.com.my or send a WhatsApp to 012 268 6992. Once the exchange is eligibile, we will contact you with next steps!

Question 12

Will any cost be incurred during a mattress exchange?

Accepted Answer

We will exchange the mattress FOC but there will be a transporation charge not over RM400 but not less then RM160.

Question 13

How many times can I exchange a SweetDream mattress?

Accepted Answer

Exchanges can only be made within 31 nights. We offer free exchange for 1 time only (within West Malaysia)

Question 14

What about pillows & bedding accessories, are they eligible for exchanges?

Accepted Answer

If you are not fully happy with the goods you have received, you can exchange them to us within 7 days of receipt, providing they are in original, clean, and undamaged condition.

Question 15

How do I initiate an exchange for pillows & bedding accessories?

Accepted Answer

To initiate a pillow & bedding accessories exchange, please call our customer care line at 012 268 6992, email a request to custcare@sweetdream.com.my or send a WhatsApp to 012 268 6992. Once the exchange is eligibile, we will contact you with next steps!

Question 16

Will there be any costs incurred for pillows & bedding accessories exchanges?

Accepted Answer

We offer free exchanges for 1 time only (in west Malaysia only). You’ll have to bear the cost for shipping any additional exchanges. Courier cost not above RM50 and not less than RM15 for 1 unit product.

Question 17

I received faulty goods. What should I do?

Accepted Answer

If you do receive faulty goods from SweetDream, kindly include your online order number and contact us regarding the matter via email to custcare@sweetdream.com.my or WhatsApp 012 268 6992. We will assist you accordingly. Exchanges must be done within 7 days starting from the day the Goods are received from you. Please have to provide evidence photo and online purchased receipt.

Question 18

My goods are fine but the packaging it arrived in was damaged.

Accepted Answer

If the packaging of the goods is visibly damaged, you may reject it with the courier service representative by highlighting the damaged area. If that is not possible, SweetDream will help you with the issue. Please take photos of the damaged area under many angles alongside the consignment slip as a record.

Question 19

Are there any warranty charges incurred?

Accepted Answer

SweetDream warranty covers mattress repairs and related materials. However, it does not cover transporation charges and additional repair charges such as labour fees, new materials, etc.

Question 20

How long does warranty repair take?

Accepted Answer

Mattresses are usually delivered within 4-6 working days depending on stock availability. Pillows and bedding accessories are delivered within 2-4 working days.

Question 21

Does SweetDream do 1-to-1 exchanges or repairs for warranty?

Accepted Answer

We don't want you worrying about delivery. Enjoy free shipping on all SweetDream orders

Question 22

Temporary mattress?

Accepted Answer

We don't want you worrying about delivery. Enjoy free shipping on all SweetDream orders

Frequently Asked Questions