Frequently Asked Questions
Order
I didn't receive my order confirmation, can you resend it?
Yes.
You can reach out to us via WhatsApp to ask us to resend the order confirmation.
Please clearly indicate the order details for us to follow up.
How long will it take for my order to be processed?
Your order will be processed in 1 to 2 working days
When will I be charged?
You will be charged at the time of purchase.
Delivery
Do I need to pay for delivery?
We offer free shipping for all our furniture.
However, there are additional charges if we need to carry the item up the stairs or help with disposal of your old furniture.
Do I need to pay for assembly?
We offer free assembly for all our bulky furniture such as sofas, dining tables and TV consoles, if assembly is required.
For other furniture items such as mattresses and rugs, we charge a small fee to help you to set it up inside your place.
Where is my order now?
We will keep you informed of your order's status via WhatsApp notifications when it has been (i) shipped from overseas and (ii) arrived in our warehouse.
You can also WhatsApp us to find out more about your order status.
How long will it take for my item to arrive?
Delivery after order confirmation depends on the furniture type:
- Sofas and sofa beds: 4 - 6 weeks
- Dining tables, chairs and benches: 4 - 6 weeks
- Bed frame and mattresses: 4 - 6 weeks
- Rugs: 4 - 6 weeks
- Mattresses: 3 - 6 weeks
If there are constraints in production capacity or delivery availability, we will notify you asap once we have confirmation from our factory partners or our logistics partners.
Can you hold my order until my house is done?
Yes.
Please contact us after order placement so that we can coordinate production to reduce the amount of time your order spends in the warehouse.
This minimizes the risk of mold growth when the furniture is kept in the warehouse for a prolonged period of time.
Do note that once your order arrives at our local warehouse, we can also offer 1 month of free storage to cover for unexpected events such as renovation delays.
Beyond that, storage fee at 5% order value per month will apply.
When will we start to arrange delivery dates with you?
Once the items in your order arrive at our Malaysia warehouse, we will reach out to arrange the delivery date and timeslot for delivery.
Do I have to be at home for the delivery?
Yes, this is something that we highly recommend.
If you are at home, we can carry the furniture to your desired location and help with the assembly.
Else, we can only leave the bulky furniture outside and it might block up the walks ways, which is less ideal.
Further, in case of defects, our delivery team can take note of it immediately during assembly.
Will I be contacted on the day of delivery?
On the day of delivery, we will WhatsApp in advance before arriving at your address.
Once we reach your location and you are not at home, we will contact you again and wait up to 30 mins before proceeding with the next delivery.
What if I miss my delivery?
We will reach out to you to arrange another delivery and charge a 10% order value rescheduling fee.
How do I change my order's delivery date?
You can inform us via WhatsApp about the changes to the delivery date.
Do note that:
- There are no rescheduling fees if we are informed at least 1 day before the agreed delivery date
- We charge a 10% order value rescheduling fee if we are only informed on the day of the original delivery date instead to cover for the time and trip expense
How do I change my delivery address after I place my order?
You can inform us via WhatsApp about the changes to the delivery address.
Do note that:
- There are no reschelduling fees if we are informed about the delivery address change at least 1 day in advance to the actual day of delivery
What services will be provided for my delivery?
All our deliveries include the following services for bulky items that require assembly:
- Moving the furniture to your home
- Unpacking the furniture
- Assembling the furniture
- Removing all packaging materials post assembly after you are satisfied with the furniture and provides your sign-off
Do you offer disposal service for the furniture I am replacing?
No, at this moment, we do not provide disposal service for the furniture you are seeking to replace.
Can you deliver to all areas?
No.
We only deliver to locations within West Malaysia
Cancellation
Can I cancel my order?
Yes, however, there are fees involved to cover cancellation processing costs.
If you cancel your order within 24 hours after order placement, we charge a 3% order value cancellation fee to cover for transaction processing cost.
If you cancel your order after the first 24 hour period and within 5 days, we charge a 20% order value cancellation fee to cover for transaction processing cost and material procurement cost
If you cancel your order after 5 days and before shipment, we charge a 25% order value cancellation fee to cover for transaction processing cost, material procurement cost and production labour cost.
If you cancel your order after shipment of the sofa to you, we charge a 30% order value cancellation fee to cover for transaction processing cost, material procurement cost, production labour cost and shipping fee.
How do I cancel my order?
Please reach out to us via WhatsApp to cancel your order.
To facilitate the process, please provide us with your order number and reason for cancellation.
We will process your request and refund you accordingly after deducting the cancellation fee from order value.
Return
Can I return my order?
Yes.
Return is possible within 30 days from the delivery date.
What should I do if I receive a defective product?
Please reach out to us via WhatsApp with the following details:
- Order number
- Explanation of defect
- Photo showing the area of defect
We will review the information and respond to you within 24 hours.
We seek your patience and cooperation in resolving the issue.
Do you offer warranty for your products?
Yes.
We offer warranty for our furniture.
For detailed information about our warranty policy, please visit our warranty page.
How do I make a claim?
Please reach out to us via WhatsApp with the following details:
- Order number
- Explanation of defect
- Photo showing the area of defect
We will review the information and respond to you within 24 hours.
We seek your patience and cooperation in resolving the issue.
Product
Sofa
Do you offer customization for sofas?
Yes.
You can choose the width, length, upholstery material and upholstery color based on available options.
If you cannot find your desired colour or dimensions, reach out to us to via WhatsApp to see if further customizations is possible.
Are your items true to pictures?
We try to portray our pieces as accurately as possible.
However, there may still minor colour variations due to differences in monitor settings or the lighting environment when capturing the photos.
Why do the sofa dimensions seem a bit off when I try to measure?
All upholstered sofas may vary by 2cm - 5cm especially for a sofas with two or more modules.
This is by no means considered a defect and occurs as sofa is handmade. Uneven compression of foams by upholstery can also result in differences.
In addition, as measurements are taken manually, inconsistent measuring tape placement, slight shift in angle and positioning can also contribute to the variance.
Where are your products made?
Our products are made by experienced manufacturers in China that have over 20 years of expertise that have a strong focus on quality.
In addition, we actively track the product quality of our manufacturers and stop collaborations with manufacturers that have higher defect rate overtime.
Do you have a showroom?
Currently, we do not have a showroom yet as we prioritize on creating a great online experience with compeitive pricing first.
Do you have any sofa recommendations for pet owners?
We recommend pet friendly fabric or leather upholstery for pet owners.
All our fabric sofas can be customized to be upholstered in pet friendly fabric. You can find more details about our pet friendly fabrics here.
If you prefer a leather sofa, all our leather sofas can be customized to be upholstered in pet friendly leather too with a silicone coating that is resistant against scratches. You can find more details about our pet friendly leathers here.
Are your fabric sofas water and stain resistant?
By default, most of our sofas use fabrics that are not water and stain resistant. This is because, we want to keep our sofa fabrics in their most natural form where it is comfortable to touch and rest on.
However, for people who value ease of maintenance more, we offer free water and stain resistance treatment for our fabric sofas. The trade off of this treatment is that the fabric might become slightly firmer and the colour may appear duller.
Mattress
What makes your mattress different?
At Cozylant, our mattresses are crafted with a unique blend of certified materials, advanced hybrid construction, and a zoned support system — offering the perfect balance of comfort, durability, and ergonomic alignment.
Backed by 66 years of industry expertise, our factory holds over 200 patented technologies and is ISO9001 certified, supplying premium sleep solutions to 1,300+ five-star hotels worldwide. Every Cozylant mattress comes with a 10-year warranty, reflecting our commitment to long-lasting quality and customer trust.
How long will your mattress last?
Our mattresses are built with high-quality materials and reinforced support systems designed for everyday durability. With proper care, a Cozylant mattress typically lasts 8 to 10 years — or even longer.
We also offer a 10-year warranty, so you can rest easy knowing your mattress is made to last.
What is mattress in a box? How long does it take to expand?
A mattress in a box refers to a roll-packed mattress that has been compressed and vacuum-sealed for convenient handling and delivery.
All our roll-packed mattresses are easy to unpack — simply remove the packaging and allow the mattress to expand naturally.
Most of the shape will return within a few hours, but it may take up to 24 hours to fully restore to its intended size and firmness.
How does your mattress cater to different sleep positions?
Our mattresses are compatible with most modern bed frames. To ensure optimal support and mattress longevity, we recommend:Slat gaps of no more than 5cm.
I have medical problems. Will your mattress work for me?
If you have underlying medical conditions — such as chronic pain, spinal concerns, or recent surgeries — we recommend seeking advice from a qualified medical professional before purchasing a mattress.
While our designs aim to offer balanced comfort and support, they are not medical-grade products and may not be suitable for individuals requiring specialised care. Please follow your doctor’s recommendation when selecting a mattress that aligns with your condition.
What materials are used in the mattress?
All Cozylant mattresses are hybrid designs, combining multiple layers of premium materials for comfort, breathability, and support:
- Top comfort layer: We use high-quality fabrics like TENCEL™, linen blends, or anti-dustmite knit fabrics, sometimes with added waterproof layers for hygiene.
- Transition layers: These may include memory foam, latex, jute fiber, or 3D air fiber — each selected for unique properties such as contouring, breathability, or dual firmness.
- Support core: All mattresses feature individually pocketed spring systems with zoned support for enhanced spinal alignment and motion isolation.
What is the mattress weight limit?
Our mattresses are engineered for long-term durability and reliable support. Each mattress can comfortably support up to 125kg per sleeper, or 250kg in total for two sleepers on Queen or King sizes.
If you weigh above 90kg, we recommend choosing a firmer mattress (7 and above) for better spinal support, durability, and to prevent excessive sinkage over time. For any specific needs, feel free to reach out — we’re happy to guide you.
How do I choose the right mattress height？
Mattress height affects both comfort and aesthetics. Here's a simple guideline:
Total bed height (mattress + bed frame) should typically be 40–55cm from the ground, or about 1–3cm higher than your knee level when seated.
This makes it easier to get in and out of bed, while maintaining a balanced bedroom look.
Do I need to flip or rotate the mattress?
To maintain even wear and prolong lifespan, we recommend rotating your mattress 180° every 3–6 months.
This helps prevent sagging and keeps your mattress feeling fresh and supportive for longer.
How long can the mattress stay boxed?
We recommend unboxing your mattress within 2 weeks of delivery for optimal performance and recovery.
Leaving it compressed for too long may affect its ability to fully expand or compromise the integrity of the materials over time.
📌 Tip: Once unboxed, the mattress will begin expanding immediately and typically regains its full shape within 24 hours.
Can I remove the mattress cover for cleaning?
Yes — for selected models, the outer cover is removable and washable. You can unzip and take off the top layer for easy cleaning.
The covers are machine-washable on a gentle cycle (cold wash recommended). To maintain hygiene and durability, avoid harsh detergents and high heat. Air-drying is recommended.
Do you offer custom sizes?
Yes — we offer custom size options for customers with special requirements, including extra-long, extra-wide, or non-standard dimensions.
Whether you have a unique bed frame, special height needs, or just want a mattress that fits your space perfectly, simply reach out to us and we’ll be happy to assist with customization.
Last update: 13th August 2025