FAQs
Frequently Asked Questions
Our goal is to make your shopping experience as seamless and restful as your sleep should be. We’ve compiled answers to the most common questions from our retail and commercial clients below.
Our Products & Quality
Q: What makes E'Sorae Home bedding different from other premium brands?
Answer:
We believe true quality is defined by the fibre and the weave, not just the thread count. We use extra-long-staple (ELS) Egyptian cotton, which produces finer, stronger, and more lustrous threads than standard cotton. Our fabrics are crafted using sophisticated sateen and percale weaves that deliver exceptional softness and durability, and actually improve with every wash. Beyond materials, 40% of our products are made in-house, giving us full control over every stitch, every finish, and every standard.
Q: How should I wash and care for my E'Sorae Home sheets and bedding?
Answer:
For best results and longevity:
Wash in cold water on a gentle cycle.
Use a mild, liquid, biodegradable detergent.
Avoid bleach and fabric softeners, as these can weaken the natural fibers.
Tumble dry on low heat or hang to dry.
Remove linens from the dryer to minimize wrinkling.
Q: Is there a break-in period for my new E'Sorae Home mattress?
Answer:
Yes. Just like a good pair of shoes, your body needs time to adjust to the specific support of a new, high-quality mattress. We recommend a break-in period of 30 days to allow the materials to soften slightly and for your body to fully adapt to the correct alignment and support.
Q: How do I know which mattress firmness is right for me?
Answer:
The right firmness depends on your sleep position, body weight, and any specific support needs you may have. As a general guide, side sleepers tend to prefer medium-soft to medium mattresses, back sleepers benefit from medium-firm, and stomach sleepers typically need firmer support. If you have back pain or a specific health concern, our orthopedic range (link to page) is worth exploring. You are always welcome to visit any of our stores to test our range in person; our team is trained to help match you to the right mattress.
Q: Are your home fragrances and scented candles safe?
Answer:
Orders, Payment & Shipping
Q: When can I expect to receive my order?
Answer:
Delivery timelines depend on your location and the type of product ordered:
- Within Lagos: 1 business day
- Other major cities (Abuja, Port Harcourt, Benin): 2–5 business days
- Rest of Nigeria: 5–7 business days
- Mattresses and furniture: Scheduled white-glove delivery — timelines confirmed directly with you upon order
Q: Can I track my order once it has shipped?
Answer:
Yes. Once your order leaves our warehouse, a member of our Customer Experience team will contact you directly to confirm dispatch and share the expected delivery timeline. The same team member will stay in touch with you throughout the delivery process until your order is safely in your hands.
Q: Can I change or cancel my order after placing it?
Answer:
We process orders quickly to ensure fast delivery. If you need to make a change or cancellation, please contact our Customer Experience team within one (1) hour of placing the order. Once an order has been processed for shipping, we are unable to modify or cancel it, and you will need to follow our standard return process once the item is delivered.
Q: What are your shipping options and delivery timelines within Nigeria?
Answer:
We offer several shipping options tailored to your location and order size:
Standard Shipping: Typically delivered within 3-4 business days for most major cities.
White Glove Delivery (Mattresses/Furniture): For large items, this includes delivery, setup, and removal of packaging debris. Delivery times are scheduled and confirmed directly with you.
Q: Do you ship internationally?
Answer:
Currently, our primary focus is on serving our customers within Nigeria. However, we can accommodate select out-of-country orders on a case-by-case basis. Please contact our Customer Experience team with your intended order and address and request for a customized quote and timeline. Please note that international delivery is not guaranteed and is subject to destination, product type, and customs considerations.
Q: Will I be charged sales tax or VAT on my order?
Answer:
The prices displayed on our website are inclusive of any applicable Value Added Tax (VAT) required by Nigerian law. The total cost shown at checkout (excluding shipping) is the final amount you will be charged.
Q: I haven't received my order yet — who do I contact?
Answer:
Please reach out to our Customer Experience team on +2349024697557 or email cu**********@********me.com. A member of the team will be able to pull up your order details and give you an immediate update on its status.
Returns, Exchanges & Warranty
Q: What is your return policy for bedding, bath, and other essentials?
Answer:
We accept returns for most non-mattress products within 30 days of delivery, provided the items are unused, unwashed, and in their original packaging. Due to hygiene standards, certain items (e.g., used pillows, opened fragrance) are not be eligible for return. Full details are available on our Shipping, Delivery & Returns page.
Q: Do E'Sorae Home products come with a warranty?
Answer:
Yes. Our mattresses and furniture are backed by comprehensive warranties covering manufacturing defects, with terms ranging from 5 to 10 years, depending on the model. All other products are covered against manufacturing defects for a minimum of one year. Specific warranty details are listed on each individual product page.
Q: How do I initiate a return or exchange?
Answer:
To begin a return or exchange, please contact our Customer Experience team directly at +2349024697557 or email cu**********@********me.com. Please have your order number and the email address used at purchase ready. A team member will guide you through the return process from there.
Business & Wholesale
Q: Can I buy E'Sorae Home products in bulk for my business, hotel, or Airbnb?
Answer:
Yes. We work with hotels, hospitals, serviced apartments, Airbnb operators, and corporate clients across Nigeria. We offer bulk pricing, custom monogramming, and full-service support for larger orders. To discuss your requirements, please contact our business team directly at cu**********@********me.com
Q: How can I become an E'Sorae Home stockist or reseller?
Answer:
We are always open to working with serious retail partners who share our commitment to quality. Please reach out to cu**********@********me.com with details of your business, location, and proposed retail setup. We will review your application and be in touch to discuss next steps.
Gifting & Personalization
Q: Do you offer gift wrapping or monogramming?
Answer:
Yes. Monogramming is currently offered as a complimentary service on selected products (terms and conditions apply). We also offer beautifully wrapped gift packaging on request at our retail stores. For larger corporate gifting needs, please contact our team for custom options.
Still Have Questions?
Q: How can I speak to someone at E'Sorae Home?
Answer:
Our Customer Experience team is available from 8 am – 6 pm to help with any questions about products, orders, or returns.
- Call: +2349024697557
- Email: cu**********@********me.com
- WhatsApp: available via the chat icon on our website
- In person: visit any of our retail locations