Payment
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What payment methods do we have?
We have to payment methods at Emma: Mercado Pago and Paypal.
For Mercado Pago, once you have completed your purchase and securely clicked "Pay," you will be redirected to the Mercado Pago page, where you can choose one of the following payment methods:
1. Debit/Credit Card
2. Bank Transfer
3. Cash: After completing the purchase, Mercado Pago will provide you with all the necessary information and instructions for payment. Places for payment with this option include 7-Eleven, Circle K, Soriana, Extra, Calimax, Santander, Citibanamex, Chedraui, Telecomm, BBVA Bancomer, Farmacias del Ahorro, and Oxxo stores.
4. Bank Transfer: Only for banks: Bancomer, Banamex, or Santander.
Please note that installment payments (MSI) are only available for credit cards*.
For Paypal you should select the button that says "Paypal", it will inmediatly redirect you to the official site that will ask you to log in. Then, you should be able to select the card that you want to use to proceed with the payment and once it is approved it will take you back to our site with a confirmation screen.
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I have made my payment by bank transfer, why is my order still pending?
After making the payment, Mercado Pago takes 3 to 4 business days to be reflected in your order.
If you forgot to include the payment reference number and your order is still pending after 4 business days, please contact our Customer Service and send us proof of payment, including the following information:
- Name of account holder
- Date of payment
- Amount paid
- Payment reference
- Proof of this
They will proceed to share the information with the appropriate department to review your case.
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How does the payment in up to 12 months without interest work?
To use the payment option in up to 18 months without interest, follow these steps:
Add the product or products you want to purchase to your shopping cart.
Proceed to the checkout process.
Provide the necessary information for billing and shipping, and select "credit card" as the payment method in the "Payment" section.
Review the order details, as well as your personal information, in the final step of the checkout process. If everything is correct, click "Pay securely."
At this point, you will be redirected to Mercado Pago to input your credit card details and choose the number of installments in which you want to pay for your purchase.
Confirm the transaction, and you're all set! It's that easy!
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Does this process involve any type of fee or interest?
For up to a maximum of 18 installments, no, it does not involve any extra interest or fees. You will simply pay the total amount of the product.
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How many installments can the payment be divided into?
You can do it in up to 18 interest-free installments. If you'd like to pay in fewer installments, that's also possible. You can choose, without interest, from 3, 6, 9, 12, or up to 18 installments. You decide the number of installments when processing the payment at the end of the checkout process
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Delivery
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Are there any associated shipping costs of any kind?
No, we want to make it easy for you, so we give you free shipping on all our products to your door.
Whether you've bought an Emma mattress, an Emma pillow or even an Emma bed, we'll deliver it to your home for free.
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How long does shipping take?
Delivery time depends on the product and size. You can see the estimated delivery times on the web by selecting the size you want.
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How do Emma products arrive?
Emma mattresses and pillows are rolled and vacuum-packed to optimize their transport and respect the environment.
Emma beds: base and upholstered bed, arrive in various packages, depending on their size and configuration.
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Do you deliver the mattress to my room?
We don't bring the Emma mattress to your room, it is your personal space after all, and we don't put the mattress on your bed. Delivery is made to your door. The unpacking process is very simple; just take it out of the plastic and let it take shape between 4-5 hours.
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What happens if I am not available at the time of delivery?
Our carriers have 2 delivery attempts, so in case you are not available the first time, you have a second delivery attempt. In case both delivery attempts have been unsuccessful, please contact our customer service.
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My box has arrived damaged and I have not received all the items, what should I do?
Despite being something unusual, sometimes this can happen. Do not worry, you can open your mattress with any sharp object you have at home, and on the other hand contact our customer service through our email hola@emma-colchon.com.mx to proceed to send you the instruction manual in digital format.
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Returns
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How long does the refund take?
As soon as you provide us with the return proof of your product, we will process the refund and send you the refund receipt.
The time it takes for the amount to appear in your account can vary between 3 and 31 business days, depending on your bank.
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How does the refund process work if I paid with a credit card or debit card?
If you paid with a credit card, the payment will be refunded to your card. (The refund may take up to 14 days to appear in your account). If you paid with a debit card, the money will be refunded through MercadoPago, and if you don't have one, the system will create a temporary account.
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If you haven't opened the product yet but need to return it
In case you haven't yet opened your Emma product and wish to initiate the return process because you made a size mistake, for example, please contact our customer service team directly at this email address: hola@emma-colchon.com.mx
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What happens in the case of a return within the 100-night trial period?
En el caso de que Emma no sea para ti y quieras tramitar la devolución de tu colchón dentro de las 100 noches de prueba, ponte en contacto con nuestro equipo de atención al cliente a través del email hola@emma-colchon.com.mx
Una vez la devolución haya sido tramitada, te devolveremos el total de las cuotas abonadas y cancelaremos el resto del pago pendiente.
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Refunds
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How long does the refund take?
As soon as you provide us with the return proof of your product, we will process the refund and send you the refund receipt.
The time it takes for the amount to appear in your account can vary between 3 and 31 business days, depending on your bank.
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How long does the refund take?
As soon as you provide us with the return proof of your product, we will process the refund and send you the refund receipt.
The time it takes for the amount to appear in your account can vary between 3 and 31 business days, depending on your bank.
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Products
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How long do I have to leave my mattress once unrolled?
Once opened, Emma mattresses should be left to inflate for a minimum of 3-4 hours. Although it is rare, what can sometimes happen is that the mattresses are vacuum packed a little tighter, so it takes between 24-48 hours to fully inflate.
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What is the height of the Emma mattresses?
Our Emma Hybrid Premium mattress is 24 cm high, Emma Original is 25 cm high, while Emma One and Basic are 18 cm high.
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What is the firmness of Emma mattresses?
The Original Emma has a medium-soft firmness. The One and Basic Emma One have medium firmness. While the Emma Hybrid has a medium-high firmness, thanks to the pocket springs, the Hybrid feels firmer in bed than the Emma Original.
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Can mattress covers be washed?
You can wash it very easily. Open the zipper, and if you want, separate the upper part from the lower part. You can wash it with cold water. You can also wash specific stains by hand with a mild detergent. Remember not to put it in the dryer, as in that case the product may shrink.
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How much weight can Emma mattresses support?
Our mattresses are designed to support a weight of up to 130 kg per side. For heavier people, the mattress may lose some ergonomics.
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What is the size of the mattress boxes?
All our mattresses come rolled and vacuum packed in a box. Mattresses up to 135 cm wide are delivered in a box measuring 39.8 x 39.2 x 113.6cm; from a width of 150 cm, the box measures 46.8 x 46.2 x 113.6cm.
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Do the mattresses need a special base?
Our mattresses are low maintenance mattresses, so they adapt to all types of bases, whether a slatted bed base, a canapé or upholstered bases. If you use a slatted base, the spaces between the slats should not exceed 5 cm. In addition, the cover of our mattresses is non-slip, so it will always stay in place.
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Can our mattresses be used in articulated beds?
Emma mattresses are recommended for any articulated bed base, supporting an inclination of up to 45 degrees.
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Does the foam of the mattresses smell?
Like all new products, the Emma mattress has a slight "new" smell at first. As we use only high quality materials, this slight odor will disappear after the first few hours. Make sure the mattress is in a well-ventilated room.
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Can the color of the foam vary?
Yes, over time viscoelastic foams change color. This is part of the natural oxidation process of the material, resulting in a yellower color, but don't worry, the material does not lose quality and continues to perform its function.
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Is bed assembly included?
No, it is not included. The assembly of our products is very simple, and therefore this is not included.
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I am looking to replace a bed part, what do I need to do now?
Looking for a spare part? No problem. Check out the spare parts and contact our customer service via email hola@emma-colchon.com.mx, be sure to include your order number when contacting us.
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Are Emma mattresses products for children?
This mattress is designed to adjust to the body of each individual in order to obtain a soft and ideal rest, therefore, it is also perfect for children. However, please note that our mattresses are designed for morphologies with a minimum weight of 30 kg. Therefore, for lower weights, the mattress may not offer its maximum performance.
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What sets us apart from the rest of the mattresses?
The Emma mattress is a comfortable mattress suitable for all body types, offering great adaptability and minimal motion transfer. Through a combination of extensive research, high-quality materials, and our advanced foam technology, Emma provides you with maximum comfort and better sleep. Additionally, it features distinct pressure points to ideally conform to your body, keeping your spine aligned while providing the necessary support and comfort.
The innovative layer of Airgocell foam is equipped with a gel structure that relieves pressure throughout your body and ensures you stay cool while you sleep, thanks to its excellent breathability. The design of the Emma mattress is based on decades of experience in the mattress industry. The materials are manufactured to the highest standards and produced in top-quality factories, which has allowed us to receive various awards in different countries.
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Contact Us
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Contact us
You can contact us by phone at +52 55 5004 8741 or by email at hola@emma-colchon.com.mx.
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Trial period and warranty
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How do the 100-night trial period work?
At Emma, we understand the importance of being sure that the mattress you choose is truly perfect for you. We also believe that you should try it out in the comfort of your own home.
Because the body typically takes an average of 30 days to adapt to a new mattress, we offer you a 100-night trial period with no commitment. This allows you to ensure, at home and while sleeping, that Emma is truly the best mattress for you. We care about your well-being, so if you feel that our mattress isn't suitable for you, we take care of the entire return process and refund your full purchase price.
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Do I get my money back if I don't adapt to the mattress?
That's right, we guarantee that if the mattress does not meet your needs within the trial period, we will process the return and refund.
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What does the warranty cover?
Emma mattresses are covered by a 10-year warranty on the dimensional stability and durability of the main materials. This warranty is valid from the day the customer receives the mattress. To ensure correct use of the warranty, we ask our customers to send us photographs of the damaged material or materials of the product.
The warranty covers:
-Dents, cracks or foam damage caused despite normal use of the product.
The warranty does not cover:
-Personal comfort preferences.
-When the original damage includes, but is not limited to cuts, burns, cracks, liquids or stains.
-Replacement of undamaged parts of the Emma mattress.
-If the Emma mattress is not obtained through an official supplier.
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When does the trial period begin?
The trial period begins as soon as you receive the product at your home. From that point, you have 100 nights to determine if it's the perfect mattress for you.
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Do I get a refund if I don't adapt to the mattress
Absolutely! If the Emma mattress isn't the right fit for you, you can return it with no commitment, and we'll refund the full amount. As soon as the mattress is picked up, we'll refund your money through the same payment method you used for the purchase. Please note that the refund may take up to 14 business days, depending on the payment method.
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How can I request the return of the mattress during the 100-day trial period?
If you want to initiate the return of your Emma mattress, all you need to do is get in touch with us. We are always available through our email address, hola@emma-colchon.com.mx.
Your feedback is important to help us improve our products. We will offer you a solution to any issues you may have with the mattress or assist in processing the return directly.
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Do I need to keep the mattress in the plastic during the trial period?
Certainly not! As soon as you have your new Emma mattress, simply remove the plastic carefully and place the mattress on your bed. To remove the plastic, you will find a small cutter in the box that will be of great help. If you have more questions, you can refer to the instructions for unrolling the mattress in the booklet that comes inside the box. In just a few minutes, you will see the mattress starting to take its shape, and within a maximum of 4 hours, it will be fully ready for you to sleep like never before!Did you find it helpful? Yes No
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My order
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What are the shipping costs?
Shipping and return costs are free of charge.
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How can I cancel a purchase?
If you wish to cancel your order, our customer service team will be happy to help you. Contact us by calling our customer service number (+52 55 5004 8741) or write to us at hola@emma-colchon.com.mx.
Make sure you have your order number ready.
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How can I change the products of a purchase?
Orders once placed cannot be modified, so you will need to contact us to see the different options.
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Is it possible to pick up the old mattress at the time of delivery?
We currently do not have a collection service for old mattresses.
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How long to keep your mattress in its box?
We recommend that you do not store your mattress in its box for more than 2 months after receiving it.
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