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Coronavirus Information

A note to our customers

Thank you to all our customers for your trust in Emma’s quality and service. We are all facing unprecedented times, and unprecedented decisions are being made by authorities and businesses all over the UK to contain the spread of the Coronavirus, and to minimise its effects.

In light of the current situation, we wanted to let you know about the steps we are taking during these troubling times. Despite the daily developments, we are doing our utmost to continue to offer you the greatest service.

At present, we are happy to confirm that neither our production nor our delivery times have been affected by Covid-19. We can continue to deliver your Emma goods to you without any disruption or delay. Our top priority will always be the health and safety of our customers, suppliers and employees. We can assure you that we are also taking every necessary step to elevate our hygiene practices in our production centres, our warehouses and our parcel distribution centers.

So you don't have to worry about having to make a quick decision about whether or not to keep your Emma products, we have also extended our 100-night trial period to 200-nights.

We will continue to closely monitor the situation and are ready to make any changes required to protect you, our suppliers and our employees. You will of course be the first to know, if we need to make any adjustments.

Please see our frequently asked questions please below and if you have any further questions please reach out to our customer service team here.

Frequently Asked Questions

  • Have deliveries been affected?

    No, you can always place your orders on emma-mattress.co.uk and have them delivered to your home. However, to reduce potential risks as much as possible, deliveries will now only take place to the door of your home for both premium and standard delivery. At this moment in time, home deliveries are taking place as normal, but there may be slight delays considering the current circumstances. Please be advised that due to the closure of all non-essential shops, our courier services will not be able to offer deliveries to a nearby collection point at this moment in time.

  • Has production been affected?

    The production of our mattress range remains completely unaffected at this moment in time.

  • Can I still receive my order?

    Yes. Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). It is understood that these types of viruses don’t survive long on objects such as letters or parcels. It is still advised to follow the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.

  • Will this impact the return of the mattress?

    At this moment, all our collection couriers remain fully operational. However, due to safety measures of entering people’s homes, we would ask that you bring the mattress to the front door so that it is ready for collection and the courier does not have to enter your home.

    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.

    If you are affected by these restrictions, you can still return your items. As long as the collection has been requested within the 200-night trial, the collection will take place at the nearest opportunity. As soon as the mattress is collected, we will of course grant a full refund. However, no refund can be processed until this collection has taken place.

    We would like to stress that we are currently operating as normal and sharing this information is very much a precautionary measure, in our attempt to keep customers proactively informed. Further details can be found in section 14.4 of our terms and conditions.

  • If I’m self-isolating, how do I return a product?

    If you have been unable to return an unwanted item due to self-isolation restrictions, we will still honour our 200-night return policy. Please contact us before your 200-night trial has ended to make us aware of your intentions, but please also highlight that you are currently in self-isolation. We will then place your collection on hold and wait for you to contact us,when it is safe for this collection to take place.

  • Is Old Mattress Removal affected?

    Restrictions have been put on our couriers entering households, due to health concerns. So, we have unfortunately been forced to suspended this service at this moment in time. We hope for your understanding on this matter and we aim to have this service available again as soon as possible. For any customers who have ordered the old mattress removal service before it was disabled, we will of course honour this agreement. We would kindly ask that the mattress be brought to the door however, to minimize social contact as much as possible.

  • Are your retail partners still open?

    Our products are stocked in John Lewis, DFS and Carpetright stores. However, the government has ordered a closure of all non-essential retail outlets. So, for now our retail partners's stores will remain closed for the foreseeable future.

  • Is your customer service still open?

    We would like to reassure all customers that our customer service team remains fully operational and will be able to help with any concerns that you have. However, due to the customer service team currently working on a home office basis, telephone support will not be available during this period. We can be contacted however through our contact form here and we will get back to any questions you have in a timely manner. .

Don't just take our word for it. Try it now for 200 risk-free nights!

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You can unsubscribe at any time by clicking the 'Newsletter Subscriptions' tab when logged in to your customer account. If you do not have an account with us, you can unsubscribe by clicking the 'unsubscribe' link at the bottom of the newsletter.

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