FAQ

We spent a long time perfecting the composition of our Ora Ultra mattress to make it ideal for you. In doing so, we finally found the optimal balance between support and comfort. Why not try our Ora Ultra mattress for 200 nights and see for yourself?

Ora doesn't want to bore you with firmness ratings, because Ora is designed to suit everyone. That's why Ora deliberately avoids the classic firmness classification of mattresses, as our Ora Ultra mattress offers you an optimal sleep experience regardless of your body type or sleeping style. The innovative composition and combination of materials provide not only progressive and point-elastic support, but also individual adaptation to your body. Naturally, the Ora mattress is available in various sizes, all of which are identical in construction. Depending on the size, it's suitable for singles, couples, and of course, children who share a bed with their parents. The Ora Ultra mattress is constructed with a variety of components to offer a high degree of progressive support. This means it has unique weight distribution properties. Therefore, the Ora Ultra mattress adapts perfectly to any weight between 50 and 130 kg.

The Ora Ultra mattress is 25 cm high. Generally, you can use any standard fitted sheet on your Ora. Thanks to the elastic, they will fit. Since the Ora comes with a very soft cover, a duvet cover isn't strictly necessary. You can easily wash the Ora cover in the washing machine. Of course, you can also use any regular duvet cover with the Ora Ultra mattress.

Animal lovers can breathe a sigh of relief - yes, the Ora Ultra mattress is 100% vegan and contains no animal products!

The Ora Ultra mattress adapts to different body types and sleeping positions. Therefore, thanks to its progressive design, it is suitable for people weighing between 50 and 130 kg.

The Ora Ultra mattress is very easy to care for. You can place it on almost any surface, even a clean and dry floor*. To ensure the Ora Ultra can fully provide its support and pressure relief, you can use a suitable slatted frame. The gaps between the individual slats should not exceed 3 cm.

*Please note that the surface should be completely clean and dry. We also recommend ventilating the mattress from time to time by moving or standing it upright.

You can use your Ora Ultra mattress on an adjustable slatted frame. Its progressive design offers exceptional flexibility. Adjust the angle so that it's not too steep for either you or your Ora Ultra (we recommend up to 45°).

Yes, you can also place the Ora Ultra mattress on the floor. However, the surface should be clean and dry. You should also make sure to air the mattress regularly. Then you won't have anything to worry about.

To prevent indentations, a mattress should be turned regularly. However, you can skip this step with the Ora Ultra mattress. Its multi-layered construction makes turning unnecessary. To allow the Ora Ultra to work its magic, the white side should always be on top and the grey side always on the bottom.

It all depends on your personal preference. You should feel comfortable and at ease on the mattress. Ora deliberately avoids the classic classification into 5 firmness levels to ensure an optimal sleep experience for you, regardless of your body type or sleeping style. The Ora Ultra mattress therefore has only one firmness level, which, thanks to its construction, can adapt to different body types between 50kg and 130kg.

We cover all shipping costs so you can look forward to your Ora mattress even more. That's why shipping is 100% free.

Don't worry, return shipping is free too. Our logistics team will come and pick up the open mattress. You don't have to do anything else. You'll receive a 100% refund.

Did you know that only 4% of our customers return the mattress? Yes, really! After years of research, we've created a genuine product for Switzerland.

You can see your estimated delivery time when placing your order. However, the stated delivery time can only be calculated after payment has been received. Depending on the payment method, payment may take several business days to be processed. As soon as payment has been received, your order will be released for shipment.

Each Ora product arrives in a separate shipment. You will therefore receive a shipping confirmation with a tracking number for each shipment, so you always know exactly what is happening with your order.

Ora is ready for your first nap just a few minutes after unpacking. Our recommendation: Why not make an unboxing video and share it with the world – for example, on Instagram or YouTube?

Once the returned item has arrived at our warehouse after collection and the receipt of the goods has been processed, we will refund you the full amount – down to the last cent, of course. Please note that depending on the payment method, the refund may take up to 1-2 weeks after collection.

Prepayment: The credit will be transferred to the bank account from which your transfer to us was made.

Credit card: The credit will be refunded to the credit card account we charged. You can see the refund on your next credit card statement.

For purchases made on account or in installments: Please contact our customer service to request your return. If the amount for an invoice purchase or an installment payment has already been transferred, you will receive your refund as soon as the return shipment arrives and the goods receipt has been credited to the account from which your payment was made.

Instant bank transfer: You will receive your refund to the account from which your transfer was made.

PayPal: If you return your items, the refund will be transferred back to your PayPal account.

If you find during the trial period that the product is not suitable for you, simply contact our friendly customer service. Our team is always available to assist you and help with the return. If necessary, the matter can even be escalated to our sleep experts, who can provide further support.

Depending on the product category, we offer different return methods to ensure a smooth and convenient return process. Here's what you can expect for each category:

Category 1 (Unpacked mattresses, box spring beds, boxed beds and other bulky items):

2-man pickup (2mh):

Our transport company, Gebrüder Weiss, will contact you directly to arrange a collection date. They will arrive with a large truck and two employees to collect the item from your home. Please ensure that the item is ready for collection at the agreed time.

Category 2 (box spring beds in individual parts, unpacked toppers from 140 cm width, packaged mattresses and medium-sized items):

1-man pickup (1mh):

Our transport company, Gebrüder Weiss, will arrange a collection date with you. An employee will come with a small truck to collect the item. Please ensure that the item is disassembled, if applicable, and ready for collection at the agreed time.

Category 3 (accessories, unpacked mattress toppers up to 120 cm wide and smaller items):

Drop-off at a parcel shop:

You take the item to a nearby parcel shop (e.g., a post office) and drop it off there. Our shipping partner for this option is Swisspost. Please ensure that the item is properly packaged and ready for drop-off.

At Ora, we work with reliable transport companies to ensure a smooth returns process. In Switzerland, we use the following transport companies for the individual return methods:

2-man pickup (2mh): Hermes
1-man pickup (1mh): Hermes
Drop-off at a parcel shop: Swisspost

Please note that the shipping company may vary depending on the product and circumstances. Our customer service will provide you with the necessary information for your return.

If you have a product or logistics complaint, don't worry – our customer service team is here for you. They will guide you through the necessary steps to review your complaint and determine if a return is required.

If you wish to cancel an order that is already in transit, you have a few options. You can either refuse delivery at your door or refuse collection from a parcel shop. In both cases, the product will be returned to our warehouse. If the first option wasn't possible, for example, because you couldn't refuse delivery, please proceed as with a "return within the trial period".

Our customer service can be reached as follows:

Phone:
Monday to Friday: 9:00 AM to 6:00 PM

(Depending on occupancy, there may be exceptions)

E-mail:
Monday to Friday: 8:00 a.m. to 9:00 p.m.
Saturday and Sunday: 9:00 AM to 9:00 PM

Our response time is typically a maximum of 24 hours, as good and prompt customer service is our top priority.

Should it take longer in exceptional cases, we will inform you in a confirmation of receipt of your message.

Inquiries are answered in chronological order, regardless of the channel through which we are contacted, as our service staff handle all channels in parallel.

Unfortunately, there will be delays if you send another message regarding a different contact option.

We assure you that we will respond to every request reliably, conscientiously, and as quickly as possible! ❤️

It depends on where you are. Orders processed here will take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.

You can contact us through our contact page! We will be happy to assist you.

Possible reasons why a payment method is not available

The delivery and billing addresses do not match. If you wish to have your order delivered to a DHL Packstation, this may, in rare cases, also prevent payment by invoice.

The combination of name and address could not be found. This can happen due to typos, changes of address, marriage, or a change of municipality.

There is still an outstanding amount for another order – which sometimes simply means that a transfer has not yet been credited to our account or a return has not yet been processed.

Like other platforms and shops, we use independent credit agencies to assess your creditworthiness. In some cases, their data may prevent you from paying by invoice when placing your order.

Unfortunately, due to deadlines, we cannot offer payment by invoice for pre-orders.

We reserve the right not to offer a certain payment method for some orders.

What can I do if my payment method is unavailable?

Check if there are any outstanding orders and pay them. If your shipping and billing addresses don't match, you can adjust them before completing your order.

Please understand that our customer service has no way of activating a payment option for you if it is not offered to you initially.

Similarly, our customer service representatives cannot see why you cannot order using your preferred payment method. Here too, the protection of your data is our top priority.

We check which payment methods we can offer with each order. Therefore, your preferred payment method may be available again for your next order.

If not all payment methods are offered to you, all our other services and benefits are still available to you.

You will receive your invoice in your order confirmation sent by email:

If you no longer have this email, please feel free to contact our support team. We'll be happy to help.

We offer the following payment methods:

• Purchase on account & installment payments
• Twint
• credit cards
• Advance payment / bank transfer