Top Questions

  • Shouldn't I first test the mattress in person before purchasing it?

    We believe that our mattresses provide the perfect night's sleep for 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 call or email us and we’ll pick it up free of charge.

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  • What payment methods can I pay with?

    Credit card: You can pay securely on our website with all major credit cards (Visa, MasterCard). Your credit card data is encrypted via a safe SSL-method.


    Paypal: In addition to credit cards, you can also use Paypal to securely pay for your orders on our website.

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  • How does the delivery process work?

    Once your order has been successfully placed, we'll process your order as soon as possible. Generally, you'll receive your packages all in one delivery unless under special circumstances which we will call to notify you.


    One day prior to the delivery, you'll receive a call to schedule your preferred time. As such, please ensure that the contact number you provide is accurate. If you will not be in town during the delivery period, we ask that you provide a second contact person number. If our logistic partner is unable to contact you, your mattress will not be delivered the next day. If that's the case, please contact us. Our standard delivery takes place between 9 am to 6 pm, from Monday to Friday. If you're unavailable on the weekdays, we'll be able to arrange for the package to be delivered to you on Saturday. Alternatively, you can have your lobby receptionist sign the delivery for you. If you choose to do so, please contact us in advance so that we can notify our partner to leave your package at the reception and to confirm your authorization.


    If none of those options can meet your needs, we may be able to schedule a night time delivery for you. If you do require this service, please inform us in advance. However, we cannot guarantee that this service can be provided each time.


    Please note that if you'd agreed on a delivery date and time with our logistic partner and decided to change afterwards, there would be an additional charge of not less than $450 HKD. 

    To avoid this, please contact our logistic partner or our customer support at 5808 0220 as soon as possible.

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  • How do I start the return process to get my refund?

    If you want to return your mattress during the 100-day trial, simply e-mail (support@emma-mattress.hk) or call our customer service team (+852 5808 0220) and we will arrange for a pickup at zero cost to you. If you want to return a mattress due to a product defect, please follow the procedures above before contacting our customer service team.

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  • How long is the warranty period?

    We offer a 15-year warranty on dimensional stability and durability of the core materials of our mattress products (Warranty is excluded for Emma Smart and limited to 5-year for Emma One). For more information please check our terms and conditions.

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