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FAQ

Warranty

  • How long is the warranty on my mattress?
    Your brand new memory foam mattress is covered by a 10 year prorated limited warranty. Please keep your receipt as your warranty record.
  • What does the warranty cover?
    This limited warranty covers workmanship, manufacturer’s defects, and materials for a period of 10 years (prorated).
  • Experiencing an issue with your purchase?
    You can claim your warranty HERE. You are required to provide proof of original purchase from an Authorized Retailer, Premier Retailer, Authorized E-tailer, or MLILY. You might also need to provide images of your mattress and a description of the issues you have encountered.
  • Purchasing online?
    Protect your investment when you shop online. Look for the Authorized E-tailer logo to ensure that your mattress is covered by our warranty. Online purchases made through Authorized E-tailers guarantee that you are receiving genuine MLILY products and that your purchase is covered under our manufacturer’s warranty. If you purchase an MLILY product from an unauthorized retailer, your warranty will not be valid.

Unpacking

  • Where should I unpack the mattress?
    Unpack your mattress in a well-ventilated area such as the living room before moving it to your bedroom.
  • How long should I air out my mattress for?
    An hour or two of fresh air will allow the slight ‘new mattress smell’ to dissipate. We strongly recommend that you wait for at least an hour before moving the mattress into your bedroom. Compressed foam particles require ventilation to expand, and can become trapped in closed spaces.
  • When will my mattress be ready to sleep on?
    Your mattress should be fully decompressed in about 24 hours, returning to its normal shape and size. Walking on the surface of your mattress while it is positioned on the floor can speed up this process.

Maintenance

  • Do I need to flip my mattress?
    MLILY mattresses are designed with a single sleeping surface, so there is no need to flip your mattress.
  • How often should I rotate my mattress?
    To promote longevity and even wearing, your mattress should be rotated 180 degrees once every 3 months.
  • Can the mattress be cleaned?
    Most MLILY models feature a removable cover which can be dry cleaned. We do not recommend using the washing machine as our quilted foams can become dislodged.

Support

  • What kind of box-spring should I use?
    Your mattress must be supported by a firm flat foundation, such as a foundation box, semi-flex box-spring, platform bed with adequate slats, or the floor. If your current box has any dips, sags, or soft spots, it is time for a replacement.
  • Do you sell box-springs?
    No. MLILY does not provide foundations. However, any local mattress or furniture retailer will carry a variety of box solutions in stock.

Contact

  • How can I get in touch with you?
    We would love to hear from you. Please email us at [email protected], and you will receive a response within 1 business day.
  • Do you have a phone number?
    We sure do. You may contact our customer support team at [to be provided by client]. If we’re unable to answer right away, please leave us a message. Someone will return your call as soon as possible.

Terms & Conditions

  • Privacy Policy?
    Information Collection, Use, and Sharing

    We are the sole owners of the information collected on this site. We only have access to the information that you voluntarily give us via email or any other direct contacts from you. We will not sell or rent this information to anyone.

    We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than necessary to fulfill your request, e.g. to ship an order.

    Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy.

    Your Access to and Control Over Information

    You may opt out of any future contacts from us at any time. You can do the following at any time by contacting us via the email address or phone number given on our website:
    • See what data we have about you, if any.
    • Change/correct any data we have about you.
    • Have us delete any data we have about you.
    • Express any concern you have regarding the usage of your data.


    Security

    We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.

    Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or “https” at the beginning of the address of the web page.

    While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.

    Updates

    Our Privacy Policy may change from time to time and all updates will be posted on this page.
  • Shipping Policy?
    Orders are usually processed within 2 business days, according to stock availability. Products purchased through mlily.com.my will be shipped via FedEx. Purchaser is responsible for all applicable shipping charges. Shipping times may vary but the average delivery time is 2-3 days.