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

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

Flipping your mattress is not necessary. The structure of the mattress is designed to provide long lived support. The special breathability and open-cell character of the core materials also provide a self-contained ventilation system, keeping the mattress aerated. However, we would still recommend you to aerate your mattress from time to time. This ensures that you have nothing to worry!

You can easily wash your Emma cover. By unzipping the cover, you can easily separate both the top and bottom part of the cover. You can wish the front cover with up to 40°C and the side cover with up to 60°C in a washing machine. You can also wash the strain off by hand.

No! Emma is a low-maintenance mattress. It is able to lay on almost 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.

However, if you prefer using a slatted frame, we highly recommend you to choose our Signature Bed where the individual slats should not be more than 3 cm apart.

If you would like to cancel your order, our customer service team will be happy to help you. Simply contact our customer service team. We will get back to you shortly and help resolve your problem. Also, be sure to have your order number on hand.

If you had ordered the wrong size, please contact our customer service team. We will get back to you shortly and help resolve your problem.

After purchasing your mattress, please contact the customer service team for all changes that are needed including address change, mattress size changes, payment changes, cancellation, or delivery dates. We will get back to you shortly and help resolve your problem.

You will find information on how to unbox the Emma mattress along with an FAQ and tools to help you unpack your mattress.

You can sleep right away but we recommend waiting 30 minutes to an hour for the mattress to become fully expanded.

In order to experience optimal comfort, we recommend that the mattress is not left in the box any longer than 6 months.

Credit card: You can pay securely on our website with all major credit cards (Visa, MasterCard, American Express and Discover). 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.

No, but we have designed the Emma website to be as convenient as possible so as to ensure all our customers could go through the purchasing process with ease. You can also contact our Customer Support team if you require help during your purchase.

Yes, you will be able to test our products and make purchases at the store. Emma has physical stores at the following locations: JG Casa, Home21, Furniture Station, and Sincere. To check for more information about the store locations, check Emma Mattress | Store Address (emma-mattress.hk).

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.

If you experience an error when inputting your discount code, please contact our customer service team. We will get back to you shortly and help resolve your problem.

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.

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

If an order is placed before 12 noon Monday to Friday, your order will arrive the next working day (except remote areas) between 9-6pm. If you order your mattress after Friday 12 noon, we will process your order on the next Monday and have your order shipped to you on the next Tuesday. There will be special arrangements for public holidays. 

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 both options do not work for you, we can offer night delivery (after 7pm). However, we cannot guarantee that this service can be provided each time.

If you have your accessories bought with Emma Mattress, you can enjoy free next day delivery for all your products. If you purchase a single accessory, we will ship it with SF Express and it shall take roughly 2-3 working days to arrive.

Generally, you'll receive all your products in one delivery, except under special circumstances. In the event that we're not able to deliver all your products at once, we'll contact you to give you an update.

Customers with delivery addresses in outlying islands can still enjoy free delivery service and will receive a call from courier for arranging delivery appointments. However, there is no Saturday delivery for outlying islands address and it may take a few more days for the order to arrive. 

If you would like to change the delivery time right on the delivery day, we may take a surcharge from you of $500-$1000 HKD. Also, we do not provide to-door delivery service for areas in Lantau and Lamma Island, as well as for packages over 30kg (total weight in one purchase). For such case, the package will be delivered to an agreed meeting point. 

In addition, since general truck cannot drive into restricted area, we cannot deliver directly to the address in restricted area, the package will also be delivered to an agreed meeting point. Please reach out to customer service for details.

As soon as your mattress leaves the warehouse, we will send you a shipping update and a tracking link for you to track your order. Should you wish to change the date and time of your delivery, you must contact our customer service team at least one working day prior to the agreed delivery date. 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.

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. We will get back to you shortly and help resolve your problem.

The gift shall be returned along with the mattress as well.. However, should you wish otherwise, please write to us at [email protected] or call us at +852 5808 0220 and inform us of your decision.

If you had ordered the wrong size, please contact our customer service team. We will get back to you shortly and help resolve your problem.

If you want to return your mattress during the 100-day trial, simply e-mail ([email protected]) 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 product defect, please follow the procedures above before contacting our customer service team.

Mattresses returned must be in good condition, without damages and stains. If the mattress is damaged due to improper use, we will refuse to accept the return request.

It is not necessary. However, we recommend that you take a photo of the mattress label on the package in case you want to return the mattress due to product defect.

Once your mattress has been picked up, we will credit you the refund immediately. Please bare in mind that the refund may take up to 2 weeks to process depending on the payment method you used. To check the status on your refund, please contact our customer service team via phone, email, or chat.

Only unopened products are eligible for free exchange. If you would like to return any Emma accessory because you have ordered the wrong size, please follow the below steps to return your product(s) and get your refund.

Step 1: Create a new order for the new sizes.

Step 2: Take pictures of the unopened (it has to be unopened) products and send the pictures to our Customer Support team via email at [email protected] to file the case together with the new order number for the new size. The new order number is necessary to show your intention to exchange the product.

Requirement of the pictures: 4 angles of the package + label on the box + sealed tag showing the box is unopen + 1 overall picture showing the package is not damaged

Step 3: Customers need to deliver their parcels to our warehouse via S.F. Express or other courier companies at their own cost.

Step 4: Our warehouse will check the condition of the package. If there are no issues, our Customer Support team will contact you via email regarding the refund.

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.

It's simple. You can test the Emma mattress for 100 days to decide whether or not you are satisfied with our product. If you realize that Emma is not the right mattress for you, simply contact our customer service team ([email protected]) or call us at +852 5808 0220 to arrange a pick-up. We will give you a refund for 100% of the purchase price.

However, we do ask that you give yourself time to get used to your new mattress so we recommend testing your Emma for at least 3 - 4 weeks before sending it back.

Kindly be advised that the completion of the return is required within 10 working days following the expiration of the 100-day period, failing which the return will not receive approval.  

The 100-day trial period is only available for Emma Original, Emma Hybrid, Emma Diamond, and Emma Zero Gravity mattresses and does NOT apply to Emma One mattress, toppers, beds, pillows, and accessories. It is also only limited to one mattress per address. 

The 100-day trial period begins on the date of receipt.

The 100-day trial is only available in Hong Kong.

Kindly be advised that the completion of the return is required within 10 working days following the expiration of the 100-day period, failing which the return will not receive approval. 

You can apply for a refund 21 days after receiving the mattress, as it takes some time for your body to adapt to a new mattress, especially if you are more used to box spring mattresses.

To request a return or exchange, please provide a valid order receipt (such as an invoice or order confirmation email).

If you want to change to a different size, when the price of the changed size is higher than the original purchased size, you need to pay for the difference; if the price of the replaced size is lower than the original purchased size, we will return the difference to you (the mattress must be unopened).

Mattresses must be returned in good condition with no damage or stains. If the mattress is damaged due to improper use, we may refuse to accept the return request. We do not resell returned mattresses, all recycled mattresses will be donated to charity as much as possible.

If your order contains gifts, all gifts must be returned together. If the gift is not returned, the price of the gift will be deducted from the refund.

Each customer can only return or change mattress size once, and each delivery address can only return one mattress. If you have purchased multiple mattresses, we can only accept returns for one mattress. If you have ever returned or replaced the mattress, the 100-day trial period will no longer apply.

The return address must match the shipping address at the time of purchase.

The 100-day trial period is only available for Emma Hybrid, Emma Diamond and Emma Zero Gravity mattresses and does NOT apply to Emma One, Emma Original mattresses, toppers, beds, pillows, and accessories. It is also only limited to one mattress per address. 

The above terms are only applicable to the specified mattress products purchased online. 

Customers who purchase the above specified mattress products through Emma dealers can also enjoy a 100-day trial, but the details of the program depends on the retailer. Please beware of the individual retailer's terms and conditions.

It starts on the day of delivery. From the day you receive your Emma Mattress, you can test it risk-free for 100 days.

No, it doesn’t. We want you to have the best sleep possible and that should not include sleeping on noisy plastic. However, please take a photo of the mattress label on the package in case you want to return the mattress. 

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 using a pair of scissors. A guideline for how to properly unwrap your Emma is provided in your package as well. Within a few minutes, your mattress will magically self-inflate and will be ready for you to sleep on.

If you are unhappy with your Emma product, just contact our customer service at +852 5808 0220, via e-mail at [email protected], or contact us on the chat option right here. We will arrange for a pickup and credit you the full refund once your Emma product has been picked up. The refund will be completed within appx. 14 - 30 business days depending on the payment methods.

Kindly be advised that the completion of the return is required within 10 working days following the expiration of the 100-day period, failing which the return will not receive approval. 

You can reach customer service through our online chat, e-mail ([email protected]), or call us at +852 5808 0220. Our team of experts provides free mattress consultations and we are here to answer all your questions.