Frequently Asked Questions

ABOUT MILLI MATTRESSES

What makes Milli Mattresses different?

Milli Mattresses focuses on a small, carefully curated range of high-quality mattresses, designed for long-term comfort and durability. Rather than overwhelming choice, we prioritise:

  • Premium materials

  • Thoughtful construction

  • Honest comfort guidance

  • Real at-home testing, not showroom guesswork

Where are Milli mattresses made?

Our mattresses are manufactured by specialist partners in China who produce for international premium brands and meet strict quality, safety, and material standards.

Each model is built to our specifications and inspected before delivery.

Are Milli mattresses safe?

Yes. All Milli mattresses are:

  • Made using certified, safe materials

  • Free from harmful substances

  • Suitable for residential use in the UAE

Full product safety and material details are available on request.

ORDERING & PAYMENT

How do I place an order?

Orders are placed directly through our website. Simply:

  1. Choose your mattress

  2. Select the size

  3. Complete checkout

You’ll receive an order confirmation by email once payment is successful.

What payment methods do you accept?

We accept major debit and credit cards through secure payment providers. Available options may include:

  • Visa

  • Mastercard

  • American Express

  • Apple Pay / Google Pay (where available)

All payments are processed securely.

Can I cancel my order?

Yes. You may cancel your order at any time before delivery for a full refund.

Once delivery has taken place, our Returns & Refunds Policy applies.

DELIVERY & SHIPPING

Where do you deliver?

We currently deliver within the United Arab Emirates only.

How long does delivery take?

  • In-stock mattresses: typically 2–7 business days

  • Out-of-stock or made-to-order mattresses: delivery may take up to 30 days

We always aim to deliver as quickly as possible and will keep you informed where relevant.

Why can delivery take up to 30 days?

Some mattresses are produced or imported to order to ensure quality and freshness. Delivery times can be affected by:

  • Manufacturing schedules

  • Customs clearance

  • Logistics timelines

This allows us to maintain quality rather than hold excess stock.

Will I be contacted before delivery?

Yes. Our delivery team or partner will contact you to arrange a suitable delivery window.

Do I need to be home for delivery?

Yes. Someone must be present to receive the mattress.

Please ensure:

  • Accurate address details

  • Clear access to the property

  • Lift or stair access where applicable

Additional charges may apply for stair carry or failed deliveries.

THE 90-NIGHT COMFORT PROMISE

What is the 90-Night Comfort Promise?

It’s our way of ensuring you have enough time to truly experience your mattress in your own home, not just for a few minutes in a showroom.

Why do you require a minimum of 60 nights?

A new mattress:

  • Feels different at first

  • Requires time for your body to adjust

  • Naturally softens as materials settle

Most people fully adapt within 30–60 nights. This adjustment period is essential for meaningful comfort evaluation.

Can I return the mattress before 60 nights?

No. Returns are not accepted during the first 60 nights, as discomfort during this period is normal and expected with premium mattresses.

What happens between nights 60 and 90?

If you’re still uncomfortable after 60 nights:

  1. Contact our support team

  2. We’ll discuss what you’re experiencing

  3. We may suggest:

    • A comfort topper

    • Setup or usage adjustments

Our priority is improving your sleep, not rushing to returns.

Can I return the mattress after 90 nights?

The comfort program ends after 90 nights. Requests outside this window are assessed under warranty or standard policies only.

RETURNS & REFUNDS

Can I return an unopened mattress?

Yes. If your mattress is:

  • Unopened

  • Unused

  • Still sealed

You may return it within 14 days of delivery for a refund minus restocking and transport fees.

What if I’ve used the mattress?

Used mattresses are eligible for consideration under the 90-Night Comfort Promise, subject to:

  • Completion of the 60-night adjustment period

  • Attempted comfort adjustments

  • Hygiene and condition checks

Are delivery fees refundable?

Delivery and handling fees are non-refundable unless required by law.

How long do refunds take?

Approved refunds are processed within 7–14 business days to the original payment method.

HYGIENE & CARE

Do I need a mattress protector?

Yes. A mattress protector must be used at all times.

This is essential for:

  • Hygiene

  • Warranty validity

  • Return eligibility

What makes a mattress ineligible for return?

We cannot accept returns for mattresses that show:

  • Stains

  • Odours

  • Damage

  • Unsanitary conditions

  • Infestation

This protects all customers and complies with health standards.

Can I clean the mattress?

Spot cleaning is permitted. Do not soak or machine wash the mattress.

FIRMNESS & COMFORT

How do I choose the right firmness?

Firmness is subjective and depends on:

  • Sleeping position

  • Body weight

  • Personal preference

Our product descriptions and support team can help guide you.

Will my mattress soften over time?

Yes. Some natural softening is normal and expected during the first few weeks.

This is not a defect.

What if the mattress feels too firm or too soft?

After 60 nights, we may recommend:

  • A comfort topper

  • Setup adjustments

These often resolve comfort concerns without needing a return.

WARRANTY & DEFECTS

Does my mattress come with a warranty?

Yes. All Milli mattresses come with a manufacturer’s warranty covering defects in materials or workmanship.

What is not covered by warranty?

Warranty does not cover:

  • Normal softening

  • Comfort preference

  • Improper bed bases

  • Physical damage or misuse

GENERAL

Can I use my mattress on any bed base?

Your mattress should be used on a:

  • Flat, supportive base

  • Slatted or solid platform suitable for mattresses

Improper bases may affect comfort and warranty coverage.

Do you sell mattress accessories?

Yes. We may offer accessories such as:

  • Mattress protectors

  • Toppers

  • Bedding

Accessories may be recommended during comfort adjustments.