FAQ

Frequently Asked Questions

Ordering

No, you don’t need to. You can check out as a guest when every time you make a purchase. However, by setting up an account with us will allow you to order without entering your details every time you check out and also to receive newsletter emails from us.
It’s easy as you think. Just click on “Sign Up” and fill in your personal details.
Shop for the items you want, add it to your shopping cart and proceed to check out when you are done. Make sure that all information is correct before confirming your purchases and payment.
No worries, you will be able to add the items as long as it is available. If the status of the items is reflected as “Temporarily Unavailable” while you adding the item to shopping cart, please contact us immediately, we will help you up.
We do accept the following payment options:
  • Credit card including Visa and Mastercard
  • Debit/bank card
  • FPX
  • 0% interest instalments (Check our “Instalment” page for more info!)
  • Touch ‘n Go eWallet
Unfortunately we are unable to amend or cancel an order once it has been placed. However, we will try our best to help you to amend if it has not yet shipped. It is advisable to check your order before placing it.
Just insert the voucher code at the field “Voucher” and click “Apply Voucher” in your Shopping Cart page before proceeding to check out. Please kindly confirming the voucher code has been applied as we are unable to manually apply the voucher code to your order if you have missed keying the voucher code it during check out.
You will receive an acknowledgement e-mail from us After you have placed your order to confirm that your orders have been placed. Please note that orders will only be shipped when your payment has been approved and delivery address is verified.
Yes, we would recommend that as it’s important to know those details and also sleeping position when choosing a mattress. For example, a heavier person may need a firmer mattress, and side sleepers should look for a mattress that allows you to contour with your body.

Delivery

Shipping is Free for West Malaysia order only for now. For East Malaysia orders, please kindly contact us and get a quote.
Usually we takes between 7-14 days for deliver your order. From Monday to Saturday, 9 a.m. to 6 p.m. There can be the occasional courier delay which may affect your delivery time frame from time to time. Please note that the delivery times is just a reference for you as we will deliver as soon as possible.
An email for Confirmation of Dispatch will be sent to you which may include information to track your order delivery. If you do not receive one, kindly contact our support. Make sure the address specified by you during the order process is attended during business hours.

The delivery address can be changed if your order has not been dispatched for delivery. Please contact our support immediately or email us at fibrestar@hhrg.com.my with your order number and we’ll see how we can help.

  • Yes, we are able to help you dispose your old mattress by our logistic partner if you are buying online. Please note there’s an additional charges for mattress disposal service.
  • If you buying through our retailers, please kinly contact the store you are purchasing from and they will be able to let you know if this is available in your area.
  • Item(s) will be delivered by our third party logistic partner. However, you can track the status of your deliver by contacting our customer support team.
  • As the mattress weight is around 20 to 60 KG depending on the size and material. We highly recommended inviting someone over to help with it.
  • Yes, it’s better that you will be home for the delivery. If you’re away from home, we recommend you to arrange someone to help with it.
  • Note: We may also charge an additional delivery fee for that replacement delivery and any subsequent deliveries.
We are able to assist you to schedule the delivery date from our end. However, the delivery time frame is entirely subject to availability and scheduling by third party logistic partner based on their delivery route as the delivery is made by a third party logistic partner.
Unfortunately, we are unable to process your request to cancel an order once the order has been dispatched.
Yes, we are able deliver to Singapore. Please note that there’s an additional charges for delivery outside of Malaysia. Please contact our support to get a quote.
Once proof of purchase is established, and if the product delivered wrongly by our third party logistic partner, we’ll offer you a refund, repair or exchange.

Warranty Care

Yes, all items sold on the Website include a manufacturer’s warranty. There’s a different warranty period depends on the product category. For example, the mattress warranty period is different from accessories warranty period.
  • If you believe your product is defective, please let our customer service team know via fibrestar@hhrg.com.my.
  • Please inspect your product and its individual components carefully within three (3) days of receipt of delivery. You must report, within three (3) days of delivery, any physical damage or defect that is present in the product at the time of delivery; any physical damage to the mattress after such initial three-day time period will not be considered a fault of FibreStar and may be subject to fees.
  • In order to process an exchange or replacement part request, we will require photos of the damaged component(s).

You may refer to the warranty label on the mattress.

Once you received your order, please go to E-Warranty page and fill in all the order details, and submit with it. That’s all.
No. Dry clean, spin or tumble dry is not advisable for any FibreStar’s products.