FAQ
In-Store Shopping
Address:
Room B1, Floor 1, Kwun Tong Industrial Centre Phase 1, Kwun Tong
Opening Hours:
Wed - Sun: 12:00 - 20:00
Mon - Tue: Closed
We are open on public holidays (please check our social media for any special arrangements).
No appointment is required; you are welcome to visit during opening hours.
We accept credit cards (including American Express), PayMe, FPS, cash, and cash on delivery.
Online Shopping
Sure! No appointment is required; you are welcome to visit our store directly during opening hours (Room A2, 2/F, Lladro Centre, 72-80, Hoi Yuen Road, Kwun Tong).
Depending on the type of product, we offer delivery or in-store pickup services.
We accept credit cards (including American Express), PayMe, or FPS.
We will do our best to assist you; please contact our customer service team.
We will do our best to assist you; please contact our customer service team.
We strive to provide convenient services and offer free storage. For more details, please contact our customer service team.
Delivery
Mattresses
No, we provide free delivery service.
*Excludes certain display items or discounted products.
Yes! We offer old mattress disposal service with extra charges.
While we strive to ensure all customers receive free delivery, certain situations may incur additional charges. If your delivery involves any of the following (and you have not paid for this service in advance), the delivery team will charge you accordingly during the delivery.
Please contact us as soon as possible for follow-up.
We partner with moving companies to provide shipping services to the UK. For prices and delivery times, please contact our customer service team. We can also offer free delivery to your chosen shipping company.
Please note: Once an order is confirmed, it cannot be cancelled or refunded. Trial and warranty services do not apply outside of Hong Kong.
Bed Frames
No, we provide free delivery service.
*Excludes certain display items or discounted products.
As the bed frame delivery service requires professional handling, rescheduling service fee $300 will be applied.
We partner with moving companies to provide shipping services to the UK. For prices and delivery times, please contact our customer service team. We can also offer free delivery to your chosen shipping company.
Please note: Once an order is confirmed, it cannot be cancelled or refunded. Warranty services do not apply outside of Hong Kong.
Furniture
No, we provide free delivery service.
*Excludes certain display items or discounted products.
Yes! We offer old furniture disposal services(depend on the types) with extra charges. Please contact customer service team for quotation.
We strive to offer free delivery to all customers; however, certain circumstances may lead to additional charges. Please contact our customer service team. Please contact customer service team for quotation.
We partner with moving companies to provide shipping services to the UK. For prices and delivery times, please contact our customer service team. We can also offer free delivery to your chosen shipping company.
Please note: Once an order is confirmed, it cannot be cancelled or refunded. Warranty services do not apply outside of Hong Kong.
Bedding
No, we provide free delivery service.
*Excludes certain display items, discounted products, or half-price add-ons.
By courier.
If ordered with a mattress, bed frame, or furniture, items will be delivered by our delivery team.
We generally dispatch in-stock items via courier the day after ordering; actual delivery times depend on the courier service.
If ordered with a mattress, bed frame, or furniture, items will be delivered by our delivery team as quickly as the next day.
The courier service will not contact you in advance.
If ordered with a mattress, bed frame, or furniture, the delivery team will call you before the scheduled time.
No, it is not necessary.
If ordered with a mattress, bed frame, or furniture, a delivery date will need to be scheduled.
We partner with moving companies to provide shipping services to the UK. For prices and delivery times, please contact our customer service team. We can also offer free delivery to your chosen shipping company.
Please note: Once an order is confirmed, it cannot be cancelled or refunded. Warranty services do not apply outside of Hong Kong.
Pillows and Cushions
No, we provide free delivery service.
*Excludes certain display items, discounted products, or half-price add-ons.
By courier.
If ordered with a mattress, bed frame, or furniture, items will be delivered by our delivery team.
We generally dispatch in-stock items via courier the day after ordering; actual delivery times depend on the courier service.
If ordered with a mattress, bed frame, or furniture, items will be delivered by our delivery team as quickly as the next day.
Most areas can be reached, but actual delivery depends on the courier service.
If ordered with a mattress, bed frame, or furniture, we can arrange special delivery. Please contact our customer service team before placing your order.
No, it is not necessary.
If ordered with a mattress, bed frame, or furniture, a delivery date will need to be scheduled.
We partner with a moving company to provide shipping services to the UK. For prices and delivery times, please contact our customer service team. We can also offer free delivery to your chosen shipping company.
Please note: Once an order is confirmed, it cannot be cancelled or refunded.
Assembly
Mattresses
As napnice mattresses are vacuum compressed and packaged in a box, they can be used with just a few simple steps:
- Remove the mattress from the packaging and place it flat on the intended bed frame.
- Carefully cut open the protective plastic cover using the special cutting tool included in the packaging.
Note: Please be cautious when cutting to avoid damaging the mattress.
Once the mattress begins to expand, carefully peel off the protective film completely. - Allow sufficient time for the mattress to fully expand: Initial expansion: Allow at least 1 hour; the mattress can be used during this time.
Complete expansion: After 24 hours, the mattress will reach optimal condition.
Bed Frames
No! Our bed frames are designed for embedded assembly, so no external space is required.
Absolutely! Our professional team will deliver and assemble on the same day.
No, we provide free assembly service.
*Excludes certain display item or discounted products.
Typically, please allow at least 4 hours.
Furniture
No, we provide free assembly service.
*Excludes certain display items or discounted products.
Absolutely! Our professional team will deliver and assemble on the same day.
It depends on the type of furniture; please contact our customer service team for details.
Returns
napnice is committed to providing you with the best sleep experience. If you are not satisfied with the product, we promise to collect the mattress without any hidden fees. To ensure your body has enough time to adjust to the new mattress, return arrangements will be available 30 days after receipt.
- If you are not satisfied with the product, please contact our customer service team first.
- The delivery team will arrive at the scheduled time to inspect and collect the mattress and any accompanying gifts (if applicable)*.
- Once we receive the returned mattress, we will refund the full amount using the original payment method.
*Returned or exchanged mattresses must be in good condition, free from damage. If the mattress shows signs of damage, mould, stains, odours, or bedbugs, it will not be eligible for return or exchange.
*Custom mattresses are non-returnable.
*12" passion pocket spring mattresses are non-returnable.
Bed frames do not come with a trial period and returns are not accepted. If the product sent by napnice does not match the order, we will arrange a replacement at no extra cost.
We hope you will be satisfied with napnice products. We will do our utmost to ensure that the products match the images displayed on our website; however, there may be minor fabric creases or colour variations. Fabric colours are based on actual items in our physical store. Please visit our store during opening hours for the product display. napnice will not accept return requests due to creases or colour discrepancies.
Furniture do not come with a trial period and returns are not accepted. If the product sent by napnice does not match the order, we will arrange a replacement at no extra cost.
We hope you will be satisfied with napnice products. We will do our utmost to ensure that the products match the images displayed on our website; however, there may be minor fabric creases or colour variations. Fabric colours are based on actual items in our physical store. Please visit our store during opening hours for the product display. napnice will not accept return requests due to creases or colour discrepancies.
Bedding does not come with a trial period and returns are not accepted. If the product sent by napnice does not match the order, we will arrange a replacement at no extra cost.
We hope you will be satisfied with napnice products. We will do our utmost to ensure that the products match the images displayed on our website; however, there may be minor fabric creases or colour variations. Fabric colours are based on actual items in our physical store. Please visit our store during opening hours for the product display. napnice will not accept return requests due to creases or colour discrepancies.
napnice is committed to providing you with the best sleep experience. If you are not satisfied with the product, we promise to collect the pillow without any hidden fees. To ensure your body has enough time to adjust to the new pillow, return arrangements will be available 30 days after receipt.
- If you are not satisfied with the product, please contact our customer service team first.
- The delivery team will arrive at the scheduled time to inspect and collect the pillow and cushion and any accompanying gifts (if applicable)*.
- Once we receive the returned pillow and cushion, we will refund the full amount using the original payment method.
*Returned or exchanged pillow must be in good condition, free from damage. If the pillow and cushion shows signs of damage, mould, stains, odours, or bedbugs, it will not be eligible for return or exchange.
*Cushions are non-returnable.
Exchanges
napnice is committed to providing customers with the best sleep experience. We understand that choosing the right sleep products is crucial for quality sleep, which is why we offer a flexible exchange policy. For exchange terms, please click here.
- If you request an exchange, please contact our customer service team first.
- If the mattress is unopened and unused, we will provide free collection and delivery services.
- If the mattress has been opened and used, we will charge a transportation fee of HK$300.
- We accept one exchange arrangement during the trial period.
- Returning or exchanging any products during the trial period may require payment of the price difference or related shipping costs.
- The delivery team will arrive at the scheduled time to inspect the mattress and collect the original mattress and any accompanying gifts (if applicable); they will also deliver the new mattress.
Exchange terms do not apply to custom mattresses.
Exchange terms do not apply to 12" Passion pocket spring mattresses.
Regarding size exchanges:
- If you need to exchange for a larger size, we will charge the price difference.
- If you exchange for a smaller size and the mattress is unopened, we will refund the difference using the original payment method.
If there are quality issues with the product, we are happy to facilitate an exchange; please contact our customer service team first.
Exchanges do not include issues regarding size.
If there are quality issues with the product, we are happy to facilitate an exchange; please contact our customer service team first.
Exchanges do not include issues regarding size.
If there are quality issues with the product, we are happy to facilitate an exchange; please contact our customer service team first.
Exchanges do not include issues regarding size.
If there are quality issues with the product, we are happy to facilitate an exchange; please contact our customer service team first.
Exchanges do not include issues regarding size.
We cannot and will not resell returned mattresses; they will be handled by professional recyclers.
Trial
Of course! napnice is dedicated to providing you with the best sleep experience. We believe that trying the product at home is the best way for you to appreciate its exceptional quality. Therefore, napnice offers a 101-night risk-free trial period for mattresses. If you are not satisfied with the product, we promise to collect the mattress without any hidden fees. For trial terms, please click here.
12" Passion pocket spring mattresses are not eligible for a trial.
Custom mattresses are not eligible for a trial.
napnice is dedicated to providing you with the best sleep experience. We believe that trying the product at home is the best way for you to appreciate its exceptional quality. Therefore, napnice offers a 30-day risk-free trial period for pillows. If you are not satisfied with the product, we will collect the pillow via courier without any hidden fees. For trial terms, please click here.
*Cushions are not eligible for a trial.
Warranty
Absolutely! napnice is confident in the quality of our products, which is why we offer a lifetime warranty on mattresses. This plan aims to provide you with long-term product assurance, ensuring you can always enjoy the best sleep experience. For warranty terms, please click here.
Absolutely! napnice is confident in the quality of our products, which is why we offer a 15-year warranty on bed frames. This plan aims to provide you with long-term product assurance, ensuring you can always enjoy the best sleep experience. For warranty terms, please click here.
Furniture does not come with a warranty.
Bedding does not come with a warranty.
napnice is confident in the quality of our products, which is why we offer a 10-year warranty on pillows. This plan aims to provide you with long-term product assurance, ensuring you can always enjoy the best sleep experience. For warranty terms, please click here.
*Cushions are not eligible for warranty.
Size
Our mattresses are manufactured according to the stated specifications. However, due to production processes, material characteristics, and compression or recovery during handling, minor variations in actual size or weight may occur.
These differences are considered normal manufacturing tolerances and do not affect the mattress’s fit with bed frames or its intended performance. All dimensions and weights are approximate, with an acceptable tolerance of ±2 cm.
Our bed frames are manufactured according to the stated specifications. However, due to production processes, material characteristics, and compression or recovery during handling, minor variations in actual size or weight may occur.
These differences are considered normal manufacturing tolerances and do not affect the bed frame’s fit with mattresses or its intended performance. All dimensions and weights are approximate, with an acceptable tolerance of ±2 cm.
Customisation
Absolutely! Our factory offers customised options for customers, including size and thickness. Please contact our customer service team for more information.
Absolutely! Our factory provides customised options for customers, including size. Please contact our customer service team for more details.
Absolutely! Our factory provides customised options for customers, including size. Please contact our customer service team for more details.
Mattresses and bed frames generally take around 30 days; however, the time required for different types of furniture may vary. Please contact our customer service team for more information.
Yes! To protect the interests of both parties, we require a deposit of half or more of the total order amount before production begins.
Add-on Offers
- When purchasing a mattress, you can add a bed frame at half price (limited to one bed frame per mattress). For example, if you purchase a 5’ mattress and two 5’ bed frames, only one bed frame will be eligible for the half-price offer.
- The mattress and bed frame must be of corresponding sizes (e.g., a 5’ mattress must be paired with a 5’ bed frame).
- The mattress and the added bed frame must be delivered to the same address on the same day; separate deliveries or deliveries to different addresses will incur additional shipping charges.
- If you choose a mattress with a 101-night trial, regardless of an exchange or return, you will need to pay the price difference for the bed frame and mattress: if exchanged within 30 days, the shipping fee will be HK$800; if exchanged after 30 days, the shipping fee will be HK$300.
- When purchasing a mattress, you can add pillows at half price (limited to two pillows per mattress).
- Half-price pillows do not come with a trial period.
- The mattress and added pillows must be delivered to the same address on the same day; if delivered separately or to different addresses, additional shipping charges will apply.
- If you choose a mattress with a 101-night trial, regardless of an exchange or return, you will need to pay the price difference for the bed frame and mattress: if exchanged within 30 days, the shipping fee will be HK$800; if exchanged after 30 days, the shipping fee will be HK$300.
napnice reserves the right to amend these terms without prior notice. In the event of any disputes, napnice holds the final decision.
