Top Questions
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How is the Emma Original mattress created?
The Emma Original consists of three different layers. The Airgocell® foam (3 cm) has an open-pored cell structure and enables pleasant air circulation while keeping you cool, even on warm nights. Visco-elastic memory foam (2 cm) ensures optimum pressure relief and molds to the shape of your body. The cold foam (19 cm) is the foundation and the support for the mattress.
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What makes the Emma mattress special?
Emma smoothly combines high-quality materials to create a dream-like mattress that contours to every body type. Thanks to the combination of our extensive research and advanced foam technology, the Emma mattress allows you to get the comfiest sleep possible. The Emma mattress offers comfort point-elastic caving that enables an ideal and unique fit for your body. As a result, your spine stays straight while at the same time offering you the necessary amount of support and comfort. The innovative Airgocell® layer boasts a gel-like structure that optimally relieves the individual body parts and guarantees a cooling effect while you sleep thanks to its breathability. The high quality foams used to make Emma are created right here in Ireland. The processed materials are all fine, durable and produced at top quality facilities.
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How is the Emma mattress shipped?
In the final step of production the Emma mattress is rolled and vacuum packed. It is then packed into a stylish box with dimensions of 45x45x110cm. We ship throughout Ireland directly to your front door using our courier: DPD, UPS or GLS.
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How does the 200-night trial phase work?
At Emma we believe it takes time to truly appreciate your new mattress so we recommend sleeping on it for a few weeks to realize the difference. We offer the option to test Emma for 200 days risk-free. If the Emma mattress is not perfect for any reason, we will pick it up and issue a full refund.
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Does the Emma require a special slat frame?
No, the Emma is a low-maintenance mattress. It is able to lay on any surface. It doesn't matter whether it is lying on the ground, on a box spring or on a slat frame, Emma is a mattress that fits every lifestyle. The most important thing is that the surface is clean and dry. You should have no problem using the Emma mattress with a slatted frame.
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Trial & Guarantee
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How does the 200-night trial phase work?
It's simple. You can test the Emma mattress for 200 days to decide whether or not you are satisfied with our product. If you realise that Emma is not right for you, simply contact our customer service team (support@emma-mattress.ie) to arrange a pick-up date and issue you a full refund. However, we do ask that you give yourself time to get used to your new mattress so we recommend testing Emma for at least 3 - 4 weeks before sending her back.
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Shouldn't I test a mattress first in person before purchasing?
We believe that our mattresses provide an exceptionally relaxing and comfortable sleep to 99% of our customers. The mattress industry is aimed at confusing customers with excess supply, pushy sales tactics and high prices. We want to make sure your mattress buying experience is as simple and carefree as possible. That is why we offer our customers the chance to test the Emma mattress for 100 days risk free. If you do not enjoy it, just simply e-mail us and we’ll pick it up free of charge.
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When does the 200-night trial start?
It starts on the day of delivery. From the day you receive your Emma mattress, you can test it risk free for 200 days.
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How can I return my mattress within the trial time?
When you want to return your Emma mattress, simply email our customer service team and we will arrange the pickup of your mattress by our return partner, at zero cost to you. You will receive a refund within 14 days of the pickup.
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What condition can I return the mattress in?
It is not necessary to keep the box or plastic packaging when returning your Emma. We would appreciate if the mattress is returned in good condition.
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Does the mattress need to stay in its plastic during the trial?
No, it doesn’t. We want you to have the best sleep possible and that should not include sleeping on noisy plastic. The Emma mattress is vacuum sealed in plastic and roll packed for delivery to your home. Upon receiving your new Emma mattress, carefully remove the plastic wrap using our handy cutting tool included in your Welcome-package. A guideline for how to properly unwrap your Emma is provided in your package as well. Within a couple of hours, your mattress will self-inflate and will be ready for you to sleep on.
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When does the 10-year guarantee start?
The trial begins as soon as you receive your Emma mattress.
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What does the 10-year guarantee cover?
We offer a 10-year warranty on dimensional stability and durability of the core materials. For more information please check our terms and conditions.
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I received a defective mattress, what do I do?
Please contact us immediately so we can send you a replacement mattress, free of charge.
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The Emma Mattress
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Is the Emma mattress fire retardant?
Yes, the Emma Mattress is fire retardant.
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What is the Emma Original Mattress made from?
Emma Original consists of three different layers. The Airgocell® foam (3 cm) has an open-pore cell structure and enables pleasant air circulation while keeping you cool, even on warm nights. Visco-elastic memory foam (2 cm) ensures optimum pressure relief and molds to the shape of your body. The cold foam (19 cm) is the foundation and the support for the mattress.
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How can a mattress be suitable for everyone?
We worked long and hard to find the perfect composition for our Emma mattress and have found the optimum balance between support and comfort. While most customers are very satisfied with the Emma mattress, there are of course exceptions - There are always those fussy few who would rather sleep on a wooden board or on wool - in these cases Emma may not be suitable. That is why we offer our stress free 100 day sleep trial so you can decide for yourself.
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What sizes is the Emma mattress available in?
The Emma mattress is available in a variety of sizes:
Single (90 X 190 cm)
Small Double (120 X 190 cm)
Double (135 X 190 cm)
King Size (150 X 200 cm)
Super King Size (180 X 200 cm)
EU Single (90 X 200 cm)
EU Double (140 X 200 cm)
EU King Size (160 X 200 cm)
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How deep/high is the mattress?
The depth of the Emma mattress is 25cm deep.
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Does the foam smell?
Like all new products, the Emma mattress has a slight "new" smell at the start. Since we exclusively use high-grade materials, this slight smell will wear off after the first few hours. Make sure the mattress is aired out in a well ventilated room.
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How firm is the mattress?
The Emma Original Mattress is categorized as medium firmness mattresses. As the Emma Original is a slightly firmer model, this offers more natural spinal alignment for the user as it has better zoning, making it ideal for people who struggle with back pain. On a scale of 1-10, with 1 being very soft and 10 being very firm, we rate the Original at 6-7.
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Is the Emma mattress vegan?
Yes, the Emma mattress is 100 % vegan and does not contain any animal based materials. Unfortunately the mattress is inedible.
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Why is Emma so much more affordable compared to other mattresses from a specialized dealer?
Our mattress comes directly from the factory to you. We skip the elegant showrooms and fussy salespeople in order to save you time and money. We skipped on the frills in order to give our customers a lower - and fair - price without skimping on quality.
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How can I wash my Emma products?
You can easily wash your Emma cover. Therefore, you just open the zip and separate the top from the bottom part. Treat your Emma like your favorite Shirt, by washing both, the top and bottom part, at 140°F in the washing machine. Because of the special fiber used in the cover with the high dampness releasing function it will only be a little clammy coming out of the machine. You can also wash single stains off by hand with a gentle washing detergent.
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How is the Emma Mattress created?
Emma consists of three different layers. The Airgocell® foam (1.5 in) has an open-pore cell structure and enables pleasant air circulation while keeping you cool, even on warm nights. Visco-elastic memory foam (2 in) ensures optimum pressure relief and molds to the shape of your body. The cold foam (8 in) is the foundation and the support for the mattress.
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Is the mattress considered a medical device?
No, the Emma mattress is not a medical device.
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How long can my Emma mattress stay in the box for?
The Emma mattress shouldn't be left rolled up in the box for more than two weeks after delivery as this may damage your mattress.
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Can I use an electric blanket?
Yes! The Emma mattress is suitable and safe to use with an electric blanket.
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I have back or neck pain, is Emma mattress the right mattress for me?
We understand that needs vary by individuals so we offer 100 days to test the Emma mattress risk free. That way you can decide if it is best for your situation.
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Do I need to flip and ventilate it?
Flipping your Emma mattress is not necessary and the white top-cover and Airgocell® layer should always remain on top. The three-layer build-up form serves as an especially long lived function of support, so the usual flipping of the mattress isn’t necessary. The special breathability and open-cell character of the core materials provide a self-contained ventilation system, keeping the mattress aerated.
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Does the Emma require a special slat frame?
No! The Emma is a low-maintenance mattress. It is able to lay on any surface. It doesn't matter whether it is lying on the ground, on a box spring or on a slat frame, Emma is a mattress that fits every lifestyle. The most important thing is that the surface is clean and dry. The only thing we recommend is that the slats are not further than 5cm apart.
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Does it need a topper or bed cover?
Because the Emma mattress already comes with a very soft and durable cover you do not need to purchase any additional mattress protection. A mattress topper, a mattress pad or a mattress protector is not necessary. Emma's cover can be washed easily in your washing machine. If you still wish to add your own cover, any standard bed/mattress cover will fit .
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Does the Emma mattress fit on any bed frame?
Yes, the Emma mattress fits on any bed frame.
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The Emma Accessories
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What kind of pillow is the Emma Pillow?
The pillow gives you the optimal lying comfort and supports your head and neck perfectly (size 40x70cm). The unique Airgocell® foam paired up with the cold foam and visco-elastic memory foam ensure the perfect combination of comfort and support. The combination of mattress and pillow is especially important for a relaxing and healthy sleep.
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How do I know if the Emma pillow is right for me?
As for the 3-layer structure the pillow goes with any sleeping position (side, back and tummy sleeper). The height is adjustable and therefore ideal for any sleeping position. You get the maximum adjustment and can choose your preferred top side. For Side Sleepers: As the gap between the head and the shoulder needs to be supported, we recommend you use all three layers to give you the perfect balance of comfort and support. For Back Sleepers: If you are a back sleeper, we recommend using two of the three layers. In choosing the upper layer, of course, you are free to decide which upper layer you prefer. For Tummy Sleepers: For those that sleep on their stomach, we recommend you take all but one layer for the ideal height. You are free to choose which layer you prefer.
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Which pillowcase is suitable for the Emma Standard Pillow?
The Emma Standard pillow is suitable for any pillowcase in the size 50x75cm.
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Is the Emma Mattress Protector waterproof?
Yes, the Emma Mattress Protector is waterproof. Through the membrane like function the cover is breathable and at the same time waterproof.
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Is the Emma Mattress Protector completely stain-resistant?
No, the Emma Mattress Protector is not completely stain-resistant, which means red wine etc do not simply roll off the fabric and can discolour the Emma Mattress Protector. But the fluids will not get through to the mattress core as it is watertight. Stains can be washed off in the washing machine at 40°.
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What advantages do the probiotic features have?
Through active binding of dampness, they develop a healthy microflora. This counteracts the incidence of dust mites, which can cause allergies.
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How can the material be waterproof but at the same time breathable?
The Emma Mattress Protector´s top material is inboards waterproof. The 3D-technology used in the protector forms cavities and an air circulating layer in the material. This layer makes sure that the dampness is directly expelled and evaporated.
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Why is the Emma Mattress Protector extra easy on my mattress?
As the Emma Mattress Protector doesn't let fluids get inside the mattress cover and core it increases its durability and ensures an excellent hygiene. Due to patented material combined with 3D-technology it removes fluids and prevents dust mites, mold and bacteria from growing.
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Purchasing Your Emma
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Where can I use my Discount/coupon code?
You can use your coupon in the last step of the order process. Just enter the code in the field below the total price. Click on 'apply coupon' and the revised total will be shown.
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What if my discount doesn't work?
If you experience an error when inputting your discount code, please contact us right here on the chat option.
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Can I use discount combinations?
No, codes cannot be combined in the same purchase.
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What payment methods do you offer?
Credit / Debit card: You can pay securely on our website with credit / debit card. We accept Visa and MasterCard. Your credit /debit card data is encrypted via a safe SSL-method.
Paypal: You can also choose Paypal as a payment method. Paypal is another way to securely pay for your orders on our website.
Klarna: You can purchase your Emma product with Klarna - split your purchases into 3 interest-free payments (0% APR)*. To find out more, visit: www.emma-sleep.ie/klarna/ .
*Please shop responsibly. You must be 18+ to use this credit offer (0% APR). Missed payments may affect your ability to use Klarna in the future. ROI residents only. Subject to status. T&Cs apply www.klarna.com/ie/terms-and-conditions .
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Can I order by phone?
No, we have designed the Emma website as a convenient way through which all our customers can use and submit payments.
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Do you accept debit cards?
We accept debit cards.
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Your Order
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How do I change/edit my order?
After purchasing your mattress, please contact the customer service team for all changes that are needed including address change, mattresses size changes, payment changes, cancellation, or delivery dates.
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I noticed my order is the wrong size. What do I do?
After purchasing your mattress, please contact the customer service team for all changes that are needed including address change, mattresses size changes, payment changes, cancellation, or delivery dates. You can reach us right here on the chat option.
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How do I cancel my order?
If you would like to cancel your order, our customer service team will be happy to help you. Simply contact us via the chat.
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How do I contact customer service?
If you would like to contact us, please feel free to chat our support team.
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What are the shipping/delivery costs?
Shipping and return costs are free. We want you to happily await your new Emma mattress without concern for pesky shipping costs.
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How long does delivery take?
The estimated delivery time can be looked up under “order”. Please take into account that your order will be send to our production team once full payment is received and your order will be delivered within the prescribed delivery time. Depending on the payment method this can take a couple of days.
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How many deliveries do I get when I order more than one product?
When you order more than one product, your Emma order will arrive together, and you will receive a unique tracking number and confirmation email for the whole order.
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Can I change my delivery address?
After purchasing your mattress, please contact the customer service team for all necessary changes, including address changes, size changes, payment changes, cancellations, or delivery dates. You can reach us right here on the chat option.
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Can I change the date of my delivery?
After purchasing your mattress, please contact the customer service team for all necessary changes, including address changes, size changes, payment changes, cancellations, or delivery dates. You can reach us right here on the chat option.
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How does shipping work?
Your Emma mattress is rolled, vacuum-packed and then shipped directly from our factory in Ireland to your doorstep. All Emma mattresses are brand-new and waiting to be delivered to you. We ship with UPS, GLS, DPD and Meteorspace. After placing your order, you will receive a delivery confirmation via e-mail. Then, upon despatch of your item/s, you will receive tracking information from our courier service and with that information, you can follow the progress of your delivery. If you are not able to be home for your Emma mattress delivery, you can simply give us the name of your favorite neighbor to sign for the package (Make sure they don’t sleep on your Emma mattress first, you just may never get it back).
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Do you ship/deliver to the Channel Islands?
Currently we do not ship to the Channel Islands.
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Do you ship/delivery to the UK?
Yes check our Emma UK website: UK's Most Awarded Mattress | Emma Original Mattress (emma-sleep.co.uk)
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Can I order first and get it delivered on a specific day?
It is possible to delay your delivery, however, it is not possible to choose a specific date. If you have already placed an order, please contact our customer service team to request a delay in your order shipment.
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Where can I track my order?
As soon as your mattress is dispatched you will be sent tracking information via email to let you know exactly when you will receive your Emma mattress.
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What do I do if I haven't received my welcome pack?
We hope that every customer receives their welcome pack but we understand that packing mistakes can happen. If you happen to experience this, please contact customer service via chat.
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What will I get in the welcome package?
In the welcome booklet, you will find information on how to unbox the Emma mattress, along with other FAQ´s and information.
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Is there a right way to unpack the mattress?
The Emma mattress is packed with convenience in mind. Just unbox, roll the mattress out, remove the plastic wrap, and you're ready for sleeping!
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How long can the mattress stay in the box?
In order to experience optimal comfort, we recommend that the mattress is not left in the box any longer than 2 weeks.
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After unpacking the Emma mattress, how long does it take for the mattress to be ready for use?
You can sleep right away but we recommend waiting up to 2 hours for the mattress to become fully expanded.
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What if I ordered the wrong size?
After purchasing your mattress, please contact the customer service team for all changes that are needed including address change, mattresses size changes, payment changes, cancellation, or delivery dates. You can reach us right here on the chat option.
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The mattress doesn’t look like the right size, what do I do?
Please contact the customer service team for all changes that are needed including address change, mattresses size changes, payment changes, cancellation, or delivery dates. You can reach us right here on the chat option. Please note that the mattress does inflate in both width and depth. This means that the mattress can initially look like a smaller size whilst it is vacuum packed. Please remove the vacuum packing and watch the mattress inflate to the correct size before your eyes!
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Returning Your Emma
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How do I start the return process?
When you want to return your Emma mattress simply contact our customer service team and we will arrange for a pickup at zero cost to you.
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How does the return process work?
After we initiate a return for you, one of the collection companies we work with will contact you via telephone within 2-5 working days to organise a suitable date for collection.
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How do refunds work?
As soon as the return has arrived after pickup, we will then issue your refund. Please bare in mind that the refund may take up to 2 weeks to process depending on the payment method you used.
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What is the status of my refund?
Please contact customer service to check the status of your refund via our customer support chat.
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Accessing Your Account
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How do I create a customer account?
You can easily create a customer account when ordering. Just check the box that says, Yes, I want to create an account. Or you can go to the bottom of the website and click Sign In or Out and then you can create an account using your order number.
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How do I retrieve my password?
Please use the "Forgot my password" option located on the login page of our website. It will walk you through resetting your password.
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Collections
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Do you offer Old Mattress Removal?
We do not offer Old Mattress Removal.
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