Help Center

Need assistance? Please feel free to contact us via our chat function (ChatBot) located at the bottom right of your screen. If you find that your needs aren't fully met, don't worry. You can easily connect with a live agent via the embedded live chat option within the bot. We're committed to ensuring you have the support you need every step of the way.

If your return requires a drop off: after receiving the label by email, you will need to take your Emma product to the drop-off location. You can find the nearest drop-off location and the label once you complete you return request.If your return requires a pick up, our dedicated customer support team will support you on arranging the pick-up with the carrier. Our team will make sure that we have all the information needed and share your details with one of the collection companies we work with. After that, please expect a call or email from one of our trusted carriers within 2-3 working days.

If you want to return your Emma mattress, simply use our self-service returns portal to arrange a pickup at zero cost to you.Unfortunately, due to regional restrictions, we are unable to pick up returns from the following postcodes and areas: TR, TQ, PO, PL, PA, DD, PH HS, KW, ZE, IV, AB, ANTRIM, FERMANAGH, TYRONE, LONDONDERRY.You can of course request a return, if you are affected by these restrictions. You just need to submit your return request before your 200-night trial has ended. Then, once the restrictions have been lifted, we will arrange a date for your pick up as soon as possible. Please note that we are only able to issue refunds, once your items have been returned to us.Go to returns-portal.

The initiation of the refund depends on the shipment status of your product:

- If the product is not shipped yet and the cancellation at our warehouse is still possible, we start the refund once the cancellation is confirmed.

- If the product has already been shipped or delivered, we will start the refund as soon as the product is back in our warehouse.

- If you have requested a return, once your return has been initiated, and the items have either been collected by our trusted carrier or dropped off at the designated drop-off location, please send proof of this action (e.g., a receipt or tracking confirmation) to our customer support team. Upon receiving this proof, we will begin processing your refund.

We will usually refund the amount to the originally chosen payment method. The refund process differs slightly depending on the payment method. More details on the process by payment method can be found below, in the next FAQs.

If you would like to check the status of your refund, you should be able via the link shared in your return registration email. If you have not received such email, please contact our customer service via the ChatBot in right bottom of your screen.

Once you have successfully completed the payment, you will be shown a confirmation page from Emma and you will receive an order confirmation by email. In this email you will find details of your ordered products, your shipping and billing address and confirmation that the payment was successful.

If you see a message or page indicating the payment has failed, the payment didn´t get through and the order was not confirmed. We ask you to try again with the same payment method or use one of the other options available. If you see the order confirmation page but don't receive an email, please double check on the order confirmation page that you've spelled your email address correctly - it's also worth checking your junk mail. If you've checked and you're still unsure, please contact our customer service via chat bot in the right bottom of the screen and we will be happy to look into this for you.

At Emma, we want to help ensure the security of everyone we do business with. One way we do this is to prevent the unauthorized use of cards - especially online when we can’t see a physical card. As a Mastercard / Visa cardholder, your transaction is secured by the respective company.

Strong customer authentication (SCA) is a requirement under the European Union's (EU) Payment Services Directive 2 (PSD2) for certain types of online payments. SCA requires that customers provide two or more independent pieces of authentication information, such as a password and a fingerprint or a PIN and a one-time code sent to their phone, to confirm their identity before making a payment.

Learn more about how it works at Mastercard or Visa.

What is the benefit? 

Through this program you have an added layer of protection that helps to prevent the unauthorized use of your card while shopping online. This service helps us know you’re really you and most importantly it protects you from fraud.

Does this service cost me anything? 

No. There are no costs associated with this service.

Can I use both credit and debit cards? 

Yes! This service was designed for both credit and debit cards when shopping online with us. When you use your debit card, your online transaction experience will be similar to a credit transaction.

I see the Mastercard or Visa logo when I’m going through the extra check. What’s this about? 

If you do encounter this extra verification step, these companies helps route information to your financial institution so they can can verify your identity. The logo is there to give you peace of mind that the transmission is secure and reliable.

After purchasing your Emma product, 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 via our chat function (ChatBot) located at the bottom right of your screen. 

Once your order is received by our partner courier company Rhenus, they will contact you to provide a range of delivery dates to choose from. The delivery will be performed by a two-man team and they will leave the parcel on the doorstep of your building. If you select this service, delivery will take place at your convenience on a specific date, and within a 3-hour time window, arranged directly with you.

This service can be applied at checkout. You are able to receive this service free of charge when you purchase an accessory alongside your mattress.

Northern Ireland (All BT Postcodes), PO30+, KW15-17, PA31-80, PH41-45, IV40-56 IM, ZE, JE, HS, GY, TR21-25 are not included in the premium delivery offer.

If you are tested positive, please let the couriers know so that an appropriate delivery arrangement can be made.

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As soon as your order is confirmed you will be sent tracking information via email to let you know exactly when you will receive your Emma products.

We work with independent payment service providers. Therefore, Emma has no control over why your payment was declined. Here are some tips on what to do if an error happens during the payment process.

A payment could be declined by our fraud detection system. If a payment is attempted too many times in a short period of time, this can trigger these security measures and cause the payment to be declined. This happens, for example, if you have tried with several cards or if you have tried to pay with Paypal several times and then try again with your credit card.

We use such a fraud detection system to protect our business and you, the customer, from various types of fraud such as bot attacks, account takeovers or identity theft. We understand that a declined payment can be frustrating for you.

If this is the case, please wait up to 24 hours before trying again with the same or a different payment method. More details on why a payment was declined for a specific payment method can be found below.

A card payment may be declined for several reasons. If your payment has been declined, check whether one of these most common reasons could apply:

- 3DS authentication not completed within 15 minutes. The payment has expired due to inactivity. Please try again with the same card or use a different one.

- Insufficient funds. The payment has been declined by your bank. Please try a different card or contact your bank for further support.

If your payment was declined, you may need to:

- Make sure the card has been activated.

- Double check the inserted card number, expiration date and security code.

Need assistance? Please feel free to contact us via our chat function (ChatBot) located at the bottom right of your screen. If you find that your needs aren't fully met, don't worry. You can easily connect with a live agent via the embedded live chat option within the bot. We're committed to ensuring you have the support you need every step of the way.

After purchasing your Emma product, 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 via our chat function (ChatBot) located at the bottom right of your screen. 

Once your order is received by our partner courier company Rhenus, they will contact you to provide a range of delivery dates to choose from. The delivery will be performed by a two-man team and they will leave the parcel on the doorstep of your building. If you select this service, delivery will take place at your convenience on a specific date, and within a 3-hour time window, arranged directly with you.

This service can be applied at checkout. You are able to receive this service free of charge when you purchase an accessory alongside your mattress.

Northern Ireland (All BT Postcodes), PO30+, KW15-17, PA31-80, PH41-45, IV40-56 IM, ZE, JE, HS, GY, TR21-25 are not included in the premium delivery offer.

If you are tested positive, please let the couriers know so that an appropriate delivery arrangement can be made.

As soon as your order is confirmed you will be sent tracking information via email to let you know exactly when you will receive your Emma products.

After you've finished your purchase on our website, here's what you can expect next:

1.  Payment Received

As soon as your Emma order hits our system, we'll check the payment method you used to wrap up the purchase. This step can take up to 2 days, depending on the method. What if there's a hiccup with the payment? No worries! You'll get an e-mail explaining what happened with next steps. 

2. Order Confirmation 

Woohoo, your purchase is complete! You'll receive an e-mail at the address you provided with all the details. This e-mail is proof that your order's been logged in our system. At that point, you'll get an e-mail with a nifty tracking link so you can follow every step of your delivery.

Note that you will receive the order confirmation only after the payment has been confirmed.

3.  Order Preparation 

Directly, your order request goes to our warehouse, and that's where the magic happens. We'll get everything ready so you can receive it at your place in no time.

4.  Order Ready for Dispatch 

When your Emma is all set and snug in its packaging, the carrier will come to pick it up. Curious about which couriers Emma works with? Stay tuned, we're about to tell you!

5.  Order on Its Way 

Now, your order's in the safe hands of the courier, just a hop, skip, and a jump from your home! As soon as your Emma products arrive, the carrier lets us know, and you get an e-mail confirming the delivery. Then your trial adventure begins, so you can make the most of our products.

How do I know exactly when my order is arriving? That info's in the hands of the delivery companies: Rhenus, DPD and UPS. You'll get updates directly from the courier and can find the right info on the courier's portal. Keep an eye out!

6.  Enjoy! 

Get the most out of your new Emma products! We want to be part of your best nights' sleep, and we can't wait to hear what you think! Tell us everything; we want your feedback. We'll be sending a survey shortly. Watch this space!

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 via the chat option. This service is conveniently located in the bottom right corner of your screen. 

Please note that if the order is dispatched, it is advised to contact directly the carrier company for any changes.

Standard shipping and return costs are free. We want you to happily await your new Emma mattress without concern for pesky shipping costs.

If you would like to cancel your order, our customer service team will be happy to help you. Simply contact us through the chatbot option. This service is conveniently located in the bottom right corner of your screen.

Currently we do not ship to the Channel Islands.

Please note that payment verification may take up to 2 days, depending on your chosen payment method. As a result, the order confirmation may also take up to 2 days to be sent to your email address.

At Emma, invoices are issued once your order is shipped to you. Keep an eye out for your delivery confirmation email, as your invoice will arrive shortly.  

For inquiries or assistance with your delivery, here are the contact details for our trusted carriers:

- DPD: Reach out to DPD Customer Support here.

- Rhenus: Contact Customer Support here.

- UPS: Reach out to UPS Customer Support here.

- Other Carriers: If you're using a carrier not listed, kindly refer to your shipping confirmation email or visit the official website for their contact information.

Feel free to connect with the carriers directly for prompt and professional assistance regarding your delivery-related queries or concerns.

The Emma mattress takes up to 24 hours to fully inflate. Please also note it is not entirely uncommon for the mattress to not inflate to its full size immediately. Although it is rare what can sometimes happen is that the mattresses are vacuum packed slightly tighter which just leads to a little more time for the full inflation to take place. Although they should reach 90%-95% of the desired depth within 48 hours, it may take an extra couple of days for them to reach the optimal height.

If this is not the case, please reach out to our Customer Service team via the ChatBot function at the bottom right of the page.

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.

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 7.5cm apart.

Research suggests that it takes around 4 to 6 weeks for the human body to adapt to a new mattress. We would kindly ask you to use the mattress for a bit longer and if you still find it uncomfortable, we will initiate the return process.

Yes! The Emma mattress is suitable and safe to use with an electric blanket.

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. That is why we offer our stress free 200-day sleep trial so you can decide for yourself.

In order to experience optimal comfort, we recommend that the mattress is not left in the box any longer than 4 weeks.

We understand that needs vary by individuals so we offer 200 days to test the Emma mattress risk free. That way you can decide if it is best for your situation.

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.

We believe that our mattresses provide an exceptionally relaxing and comfortable sleep to 99% of our customers. 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 200-days risk free. If you do not enjoy it, just simply contact us via chat and we’ll pick it up free of charge.

Yes, the Emma Mattresses are fire retardant.

If any part of your bed is damaged or broken, please contact our customer service team to get the spare parts delivered to you in no time. You can contact us via our chat function (ChatBot) located at the bottom right of your screen. 

Please attach clear a picture of the damaged part or specify the missing part using the assembly instructions as reference.

Yes. Incorrect assembly will void the warranty. However, we will provide you with all the necessary tools to help you assemble your original bed correctly!

No, it doesn’t. We want you to have the best sleep possible and that should not include sleeping on noisy plastic.

No, the Emma mattress is not a medical device.

Discover essential post-purchase mattress care tips, including unpacking, unwrapping, care & protect tips here.

If your return requires a drop off: after receiving the label by email, you will need to take your Emma product to the drop-off location. You can find the nearest drop-off location and the label once you complete you return request.

If your return requires a pick up, our dedicated customer support team will support you on arranging the pick-up with the carrier. Our team will make sure that we have all the information needed and share your details with one of the collection companies we work with. After that, please expect a call or email from one of our trusted carriers within 2-3 working days.

Do you have a claim about your Emma product? We're sorry to hear you're not 100% satisfied with your Emma mattress. Please get in touch with us via the Contact Form or the ChatBot. You'll be asked to upload a few images of the issue.

If you want to return your Emma mattress, simply use our self-service returns portal to arrange a pickup at zero cost to you.

Unfortunately, due to regional restrictions, we are unable to pick up returns from the following postcodes and areas: TR, TQ, PO, PL, PA, DD, PH HS, KW, ZE, IV, AB, ANTRIM, FERMANAGH, TYRONE, LONDONDERRY.

You can of course request a return, if you are affected by these restrictions. You just need to submit your return request before your 200-night trial has ended. Then, once the restrictions have been lifted, we will arrange a date for your pick up as soon as possible. Please note that we are only able to issue refunds, once your items have been returned to us.

Go to returns-portal.

The initiation of the refund depends on the shipment status of your product:

- If the product is not shipped yet and the cancellation at our warehouse is still possible, we start the refund once the cancellation is confirmed.

- If the product has already been shipped or delivered, we will start the refund as soon as the product is back in our warehouse.

- If you have requested a return, once your return has been initiated, and the items have either been collected by our trusted carrier or dropped off at the designated drop-off location, please send proof of this action (e.g., a receipt or tracking confirmation) to our customer support team. Upon receiving this proof, we will begin processing your refund.

We will usually refund the amount to the originally chosen payment method. The refund process differs slightly depending on the payment method. More details on the process by payment method can be found below, in the next FAQs.

If you would like to check the status of your refund, you should be able via the link shared in your return registration email. If you have not received such email, please contact our customer service via the ChatBot in right bottom of your screen.

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.

It’s simple. You can test the Emma mattresses and beds (e.g., Divan and Signature beds) for 200 days to decide whether you are satisfied with our product or not. While our mattress protectors and cloud duvets come with a 14-day trial period, you can try our pillows and weighted blankets for 30 nights. If you are looking to try our mattress toppers, you can avail of our 100 nights trial. Ultimately, if you realise that Emma is not right for you, simply contact our Customer Service team via our chat function (ChatBot) located at the bottom right of your screen to arrange a pick-up date and issue you a full refund. However, we do ask that you give yourself some time to get used to your Emma products before sending them back.

Know more about our 200 Nights Trial.

We offer a 10-year warranty on dimensional stability and durability of the core materials. 

Know more about our 10-Year Guarantee.

For more information, please check our terms and conditions.