Frequently Asked Questions

Yes. We deliver Lucy mattresses & sleep essentials FREE to every corner of Malaysia.

For East Malaysia: Choose what works for you

Mattresses

• Sea Shipping (FREE): 25–30 working days
• Air Shipping (RM200): 5–9 working days

Pillows, toppers & small items

• Always FREE via air shipping

Not sure which to choose? We’ll help you decide.

Easy checkout, zero stress:

• ✅ Cards: Visa, Mastercard, Amex*
• ✅ Bank transfer
• ✅ 0% instalments (check our Instalment page)*
• ✅ E-wallets: Touch ’n Go (Select ‘2C2P’ upon checkout)

Need help? We’ll guide you step-by-step

Here’s a quick guide 👇

Klang Valley:

• Fastest delivery available
• Pick a preferred delivery date
• Next-day delivery depends on availability*

West Malaysia (Outside Klang Valley):

• ⏱️ 1–5 working days,Customers who select a delivery slot will receive their orders during that period and we’ll keep you updated by text.

East Malaysia Families:

Mattresses:

• ✈️ Air shipping: 5-9 working days
• 🚢 Sea shipping: 25-30 working days (FREE)

All other Lucy Products

• 5–10 working days

Notes: Working days = Monday–Friday (excluding public holidays)

Your Lucy order will be delivered either by Lucy’s own delivery team or our trusted delivery partners. We’ll keep you updated via text or call, so you’ll know exactly when to expect your delivery.

Safe hands, clear updates, zero guessing.

If delivered by Lucy’s own team: No tracking needed 😊

We’ll call or text you on the delivery day to confirm arrival.

If delivered by our trusted delivery partner:

• 📧 Check your email for the tracking number
• 👉 Track your order using the link provided

If you can’t find your tracking details, just message us and we’re happy to help! 💬

Absolutely. Perfect if you’re:

• Moving house
• Renovating
• Traveling
• Planning ahead

Just tell us your preferred delivery date. Need to change it later? Just message us.

It depends on the delivery partner. Some partners offer weekend delivery, while others operate on weekdays only.

If you need a specific day, just let us know and we’ll check and arrange the best option for you.

Yes, please. Mattresses weigh 18–35kg. Our driver will call before arrival. Having someone around helps ensure a smooth delivery, make sure to check your phone.

Notes: Door-to-door delivery only available for Klang Valley homes & apartments with elevators.

Just email support@lucymattress.com with your order number. We’re always happy to help.

What’s covered:

• Sagging deeper than 1.5 inches / 3.8cm (not caused by improper support).
• Foam core defects like splits, cracks, or material flaws.

Important conditions:

• Must be used on a flat, supportive base.
• Applies to the original purchaser only.
• Inspection and repairs are handled at our factory.

Not covered:

• Products that have been washed, soaked, tumble-dried, or improperly cleaned.
• Damage caused by improper care or handling.
• Burns, cuts, tears, liquid damage, or stains.
• Damage to zippers, zip tracks, sliders, or covers caused by pulling, forcing, over-stretching, improper removal, or misuse.
• Shrinkage, deformation, or damage caused by misuse.
• Issues caused by non-compliance with wash and care instructions.

👉 Always follow the Wash and Care Guide to keep your warranty valid.

What’s covered:

• Severe softening or breakdown of the inner core due to material failure.

Conditions:

• Normal, intended use only.
• Must follow care and cleaning instructions

Not covered:

• Pillows that have been washed, tumble-dried, or improperly cleaned pillows.
• Tears, shrinkage, or damage caused by misuse or heat.
• Burn marks, fabric damage, or user-caused defects.
• Damage to zippers, zip tracks, sliders, or covers caused by pulling, forcing, over-stretching, improper removal, or misuse.

What’s covered:

• Structural defects (e.g. faulty folding structure).
• Foam deterioration under regular, proper use.

Not covered:

• Products that have been washed, soaked, tumble-dried, or improperly cleaned.
• Damage from excessive force, jumping, or improper folding.
• Burns, cuts, tears, or shrinkage caused by misuse.
• Damage to zippers, zip tracks, sliders, or covers caused by pulling, forcing, over-stretching, improper removal, or misuse.
• Issues caused by not following care instructions.

What’s covered:

• Structural defects such as material splits or tears.
• Loss of support due to factory-related issues.

Not covered:

• Washed, tumble-dried, or heat-damaged toppers.
• Shrinkage, tearing, or deformation caused by improper care.
• Burn marks, stains, or physical damage from misuse.
• Damage to zippers, zip tracks, sliders, or covers caused by pulling, forcing, over-stretching, improper removal, or misuse.

(Applicable to mattress, pillow, topper & foldable mattress)

The following are not covered under this warranty:

• Damage to zippers, zip tracks, sliders, or covers resulting from improper use, including but not limited to pulling, forcing, over-stretching, or incorrect removal
• Damage caused by washing, drying, exposure to heat, or handling not in accordance with the provided care instructions
• Normal wear and tear from regular use over time

Zippers are provided for cover removal where applicable and should be handled with care. They are not intended for excessive or forceful use.

To keep warranty claims fair for everyone:

• Strictly follow Lucy’s Care Instructions and following Lucy’s Wash and Care Instructions is a condition of warranty, trial, and return eligibility.
• Items that are washed, tumble-dried, burnt, torn, or mishandled are not eligible for warranty.
• Zipper damage caused by force, misuse, washing, drying, or improper handling is not covered under warranty.
• Damage caused by heat, fire, sharp objects, pets, or improper cleaning is not covered.
• Warranty does not cover comfort preference or normal wear over time.
• Stains, odours, and hygiene issues caused by use, spills, sweat, or pets are not manufacturing or structural defects.

Easy and stress-free 💬

Email support@lucymattress.com with:

• Your order number.
• Clear photos of the issue.
• A short description of what happened.

Our Lucy Care Team will review and guide you through the next steps.

Unbox within 1 month of delivery so Lucy can expand properly.

• Starts expanding: within minutes
• Fully settled: 48–72 hours

Tip: Tag us @lucymattress when you unbox and we love seeing Lucy come to life!

Your body needs time to get used to proper support especially if you’ve been sleeping on an old mattress. We recommend 30 nights to fully adjust. Most families feel better sleep as days go by. Give it time. Your back will thank you.

Lucy is made with L-Foam, our own internally developed comfort and support foam system, designed and produced in our Malaysian factory.

It’s engineered to provide:

• Consistent support
• Comfortable bounce
• Balanced pressure relief

Lucy is designed to support breathability for everyday comfort. Its foam structure allows for better airflow compared to traditional dense foams, helping maintain a more comfortable sleep environment throughout the night.

Everyone’s sleep experience is different, but many users find Lucy comfortable for daily sleep without excessive heat build-up.

• No flipping needed.
• Simply rotate 180° every 3–6 months
• Helpful if one side gets more use (solo sleepers, uneven weight)
• Easy maintenance, zero hassle

• Lucy is built to last.
• Covered by our 10-Year Limited Warranty
• Sagging deeper than 1.5 inches (3.8cm) is covered*
• Must be used on a flat, supportive base
• High-resilience foam = long-term support.

Keep it simple:

• Air-dry naturally
• No heat (hair dryers, steam, sun exposure)

👉 Always follow the Care Guide to keep your mattress last longer

(Helpful for lifting & delivery planning)

Yes! Lucy’s mattress height is 23 cm (9") for all sizes.

Once it’s expanded and you’re good to go! Put on your sheets. Lie down. Sweet dreams.

For best results:

• Unbox within 1 month
• Earlier is better because let Lucy breathe and perform at its best

Only the removable outer fabric covers are washable.

• Covers / knitted fabric: Washable (follow care instructions)
• Inner foam / core: NOT washable
• Non-slip base: NOT washable

👉 Always check our Wash & Care Instructions before cleaning.

Yes, this is important to keep Lucy in good shape.

• Wash knitted fabric separately from non-slip base fabric
• Do not mix with heavy items (jeans, towels)
• Use gentle cycle + cold water
• No tumble drying, bleaching, or heat
• Never wash the inner foam or core
• Improper washing may cause shrinkage, tearing, or damage and won’t be covered under warranty.

👉 Full guide here: Wash & Care Instructions

The knitted fabric cover can be removed and washed. The inner foam or core must not be washed, soaked, or exposed to heat.

👉 Always check our Wash & Care Instructions before cleaning.

• Knitted fabric cover: Wash gently, air-dry only
• Inner foam / core: Not washable, not water-safe

Washing the core may cause shrinkage, tearing, or loss of support, and is not covered under warranty.

Avoid hair dryers, tumble dryers, steamers, heaters, or direct sunlight. Heat can damage inner core and cooling fabric permanently.

Built to last, backed by warranty. Lucy Pillow is designed to stay supportive for years. It comes with a 2-Year Limited Warranty.

Lucy Pillow is designed as a posture recovery bolster, with two different thickness sides. You can flip or rotate the pillow to match your sleeping style and neck comfort.

👉 Adjust your position until it feels just right. For tips, check out our Lucy Pillow booklet for posture guidance.

Yes, and that’s normal. Your neck and shoulders may need a few nights to adapt, especially if you’re switching from a flat or overly soft pillow. Give your body time and try both height options.

Returned pillows that meet hygiene standards are donated to families in need through our charity partners. We never resell used pillows.

No. For hygiene reasons:

• Washed, soaked, or heat-dried items are not eligible for return or warranty
• Stained, torn, or damaged items are not covered

👉 Always refer to our Wash & Care Instructions before cleaning.

The Lucy Topper is great for:

• Old or uncomfortable mattresses (too hard, too thin, or uneven)
• Renters, dorm students, or temporary homes
• Guest beds, bunk beds, or thin mattresses
• Budget-conscious sleepers not ready for a full mattress upgrade

Think of it as a quick comfort boost for almost any setup.

• Lucy Topper (6cm): Enhances your existing mattress
• Lucy Mattress (23cm): A complete, standalone sleep system

The Topper is lighter, more portable, and more budget-friendly, perfect if you just need extra comfort now.

• The knitted fabric cover can be removed and washed
• The inner foam core must NOT be washed, soaked, or sprayed

👉 Always check our Wash & Care Instructions before cleaning.

Air-dry only. No tumble drying, no hair dryers, no heat.

• Knitted fabric cover: Wash gently, air-dry
• Inner foam core: Not washable

Washing the core may cause shrinkage, tearing, or loss of support, and is not covered under warranty.

The Topper can:

• Add cushioning to firm mattresses
• Smooth out minor unevenness
• Improve comfort for short-to-medium term use

Notes: If your mattress is over 8–10 years old, badly sagging, or causing body pain, a topper can help temporarily but a new mattress may be the better long-term fix.

Yes! Many families use it:

• For extra plush comfort
• As a removable comfort layer
• To reduce direct wear on the mattress
• For spill protection (kids, pets, late-night drinks…)

Yes, occasionally. However, the 6cm thickness works well for:

• Guest stays
• Floor naps
• Travel or temporary setups

For daily, long-term sleep, we recommend pairing it with a proper mattress for full support.

Please don’t!

• ❌ No tumble drying
• ❌ No hair dryers or heaters
• ❌ No steaming or sun-drying

Heat can permanently damage foam and fabric. Spot-clean the cover only and air-dry naturally.

Yes. The Lucy Mattress Topper comes with a 2-Year Limited Warranty, when used and cared for according to our Wash & Care Instructions.

Not covered:

• Washed or soaked foam core
• Heat damage (tumble dry, hair dryer, burn marks)
• Tears or shrinkage caused by misuse

👉 Always follow the Wash and Care Guide to keep your warranty valid.

Yes! It’s great for camping, picnics, sleepovers, or stargazing nights.

Important tip: Always place a waterproof layer underneath to protect it from moisture and dirt.

Easy and fuss-free:

• Cold wash only
• Natural air-dry only
• No tumble drying
• No heat (hair dryers, heaters, sunlight baking)

⚠️ The cover and inner layers are built as one piece and cannot be separated.

⚠️ Do not unzip, remove, or attempt to split any layers.

👉 Always check our Wash & Care Instructions before cleaning to avoid damage.

No. The inner foam/core is not washable. Washing, soaking, or drying it with heat may cause damage and shrinkage.

For everyday use, we recommend:

• Using a bedsheet or mattress protector
• Spot-cleaning small spills immediately

Yes. Designed for daily comfort and flexible use, it adapts easily to your lifestyle.

Absolutely. Whether you sleep on your back, side, or stomach, the Lucy Foldable Mattress offers balanced cushioning and support, great for adults, kids, and active sleepers.

Nope. Its cushioned thickness keeps you comfortable on most surfaces such as floors, tatami, or low beds, without the “hard floor” feeling.

It’s spacious and comfy for one, and works for short-term sharing (movie nights, sleepovers, cuddles with kids or pets ).

For long-term dual use, pairing it with a Lucy Mattress Topper adds extra comfort.

To keep your Foldable Mattress in good shape:

• Do not tumble dry
• Do not apply heat
• Do not separate layers

Always follow our Wash & Care Instructions.

Failure to follow care guidelines may affect durability and warranty eligibility.