Luxury Hotel Premium Mattress Topper 100×200×5cm

Shipping and Returns

It is our highest priority to provide you with the best talent and accurate product display, but we care most about your feedback & your overall shopping experience on Emirates Italia & its partners. Our return/refund policy & review system on products are in place. Please contact our Returns Center if you have any issues.

Returns (Pre-Specified Specs / Listed Items)

Most Emirates Italia products are produced On-Demand when an order is placed. For this reason, we have designed our return policy to ensure the greatest convenience for our valued customers while protecting our manufacturing partners from misuse (please refer to our about-Us page for more information).

Items must be unused and in the same condition as when they were received in order to be eligible for a return. Additionally, it must be packaged in its original packaging (if applicable).

Cancelling a Placed Order (Prior Delivery)

Having placed an order on our website, you are able to cancel it within 24 hours. After 24 hours, your order moves into production, and any cancellation after 24 hours are subject to the following policies & return procedures.

Policies & Return Scenarios (Post Delivery)

The below policies last for 14 days. If 14 days have passed since your delivery, unfortunately we can’t offer you a refund or exchange. However, warranty will still apply, and return delivery fees will apply if the product is not returned on delivery.

Product Not Matching the Listing:

For products delivered that do not match the description on the product page of the listing, we offer hassle-free returns. To initiate a return, please contact our Returns Center. In the event that the returned item matches the listed product upon inspection, a refund request will be rejected or a resolution for an exchange will be presented in reply to the request.

Damaged Goods:

When an item is damaged or malfunctions severely when received, we are able to refund it, and we do not charge return fees for severely damaged items. Should you receive damaged goods, you can request an exchange as soon as possible from the date you submit your Returns Center request.

When we receive the product, we will inspect the cause of damage, and depending on the severity of the damage, we will either approve or reject a refund or offer a complete exchange of the items (exchange is exclusive to deliveries that cause issues or minor damages).

Late Delivery:

Unless otherwise instructed by customer care, all orders will be delivered within 10 Working Days (15 Days Total) if they do not have a delivery date set on the cart page when placing an order, unless the order has not been set up for delivery. The delivery will be refunded if it is severely delayed (30 Days+), plus a compensation for the delay that can be used with future orders, and you can easily cancel the order on our Returns Center.

Change of Mind:

Change of mind cancellations can be applied within 24 Hours of placing the order for a full refund. In the case of a change of mind after 24 Hours, refunds will only be granted in store credit.

Product Did Not Fit / Wrong Dimensions:

All of our products have clear sizing specifications on the listing, so we highly recommend taking measurements at your home or office before ordering from Emirates Italia. If the dimensions listed on the listing do not meet your needs, please contact our customer care for sizing customization before placing your order. Return/Refund applies to such a scenario only in Store Credit.

Returns (Customized Orders / Custom Specifications)

Any custom made orders cannot be re-listed on the website or restocked, therefore, they cannot be restocked.

Please note that refunds are not applicable for custom-made furniture orders. Custom-made items are created according to the customer’s tailored specifications & cannot be refunded. Kindly make sure you are certain of your requirements before placing a customized order with Emirates Italia.

Damaged Custom Orders:

If your custom order arrived damaged, we do however offer a complete hassle-free exchange, we will schedule with you suitable time for return & process a newly made item as fast as possible + a compensation of 300 AED on your next order. Please submit your request on here on our Returns Center.

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Exempt goods

Some goods are exempt from return. Perishable goods such as flowers, plants, pillows, bed sheets, carpets & rugs cannot be returned. We also do not accept intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
– Gift cards

To complete your return, we require a receipt or proof of purchase.

Late or missing refunds (if applicable).
If you haven’t received a refund yet, check your bank account again.
Contact your card-issuing bank. It may take some time to post your refund depending on bank processing periods.

If you’ve done all of this and have not received your refund yet, please contact us at care@ emiratesitalia.com

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Gulf Cooperation Countries (GCC) Shipping & Policy:

Thank you for shopping with Emirates Italia! We want to ensure your complete satisfaction with your furniture purchase. Please review our return policy below for the Gulf Cooperation Countries (Saudi Arabia, Oman, Kuwait, Bahrain & Qatar):

1. Delivery Timeframe: We strive to deliver your furniture order within 20 days to any of the mentioned Gulf Cooperation Countries. If there are any delays, we will notify you promptly.
2. Returns: We accept returns under the following conditions: 

– Damaged or Defective Items: If you receive a damaged or defective item, please contact our customer service within 48 hours of delivery to report the issue. We will arrange for a return and replace or refund. 

– Incorrect Item: If you receive an item different from what you ordered, please contact our customer service within 48 hours of delivery. We will arrange for a return and provide the correct item or refund.

– Change of Mind/Sizing Issue: Please make sure you take measurements & compare with the sizes on the listing. If you change your mind about the furniture purchase, we accept returns within 14 days from the delivery date. However, please note that shipping charges for the return will be borne by the customer. The returned item must be in its original condition, unused, and with all original packaging intact.

– Delayed Order Refund: If your order is delayed for more than 30 days, we apologize for the inconvenience caused. In such cases, we will offer you a discount refund of 500 AED as compensation for the delay.

– Shipment Insurance: All our shipments are insured. If you do not receive your order within the specified timeframe or if the order is lost during transit, we will issue a full refund to the customer.

Please note:

• Refunds will be processed using the same payment method used during the purchase.
• Customized or made-to-order furniture items may have different return policies, for such conditions, please check the customized products policy above as it applies the same on GCC as UAE.

If you have further questions or require assistance regarding our furniture product return policy, please contact our customer service team. We are here to help you!