Frequently Asked Questions

  • How is the Emma mattress created?

    Emma consists of four different layers.

    • The Airgocell® foam (4 cm) has an open-pore cell structure and enables pleasant air circulation while keeping you cool, even on warm nights.
    • The layer of conical pocket springs (2 cm) is optimised to balance out pressure disparities.
    • Visco-elastic memory foam (3 cm) ensures optimum pressure relief and molds to the shape of your body.
    • The cold foam (16 cm) is the foundation and the support for the mattress.
  • What makes the Emma mattress special?

    Emma smoothly combines high-quality materials to create a dream-like mattress that conforms to every body type. Through the combination of our extensive research and advanced foam technology, Emma allows you to get the comfiest sleep possible. Emma mattresses offer 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 create Emma are created right here in the United Kingdom and are later combined with the top-most support of the conical spring layer. The processed materials are all fine, durable and produced at top quality mills throughout Europe.

  • 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 40x40x110cm. We ship throughout the United Kingdom directly to your front door using UPS.

  • How does the 100 day test 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 100 days risk-free. If the Emma mattress is not perfect for any reason, we will pick it up, no questions asked and issue a full refund.

  • Does the Emma require a special slat frame?

    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. If a slat frame is being used, the distance between the slats should be no greater than 5 cm.

  • Can you take my old mattress?

    Yes! You can choose to have your old mattress taken away for you. Simply add the option at the checkout. The old mattress will be picked up by a separate company only after your new Emma mattress has been delivered.

Everything about orders,
delivery & Co.

  • Order
  • Delivery
  • Construction
  • Test sleep
  • Payment
  • Good to know
  • 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.

  • How can 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 email (put your order number in the subject line) or you can give us a call. Be sure to have your order number on hand.

  • Where can I use my coupon?

    You can use your coupon in the last step of the order process. Just enter the code in the field below the total price. The coupon will be applied automatically.

  • How do I contact customer service?

    Prospective buyers can reach customer service by telephone (0144 290 2151), chat or E-mail ( ). Our team of experts provide free mattress consultations and we are here to answer all of your questions.

  • What are the shipping costs?

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

  • How does shipping work?

    Your Emma mattress is rolled, vacuum-packed and then shipped directly from our factory in the UK to your doorstep. All Emma mattresses are brand-new, and awaiting to be delivered to you. We ship with UPS. After placing your order, you will receive a delivery confirmation via e-mail where you can arrange a delivery time that fits your schedule. If you are not able to be home for your Emma mattress delivery, you can simply give us the name of your favorite neighbour to sign for the package (Make sure they don’t sleep on your Emma mattress first, you just may never get it back).

  • How long does delivery take?

    The estimated delivery time can be looked up under “order”. Please take into account that your order will be shipped once full payment is received. Depending on the payment method this can take a couple of days. As soon as we receive your payment we will ship out your products and you can get to sleeping on your new Emma mattress.

  • After unpacking the Emma mattress, how long does it take for the mattress to be ready for use?

    The Emma mattress is ready for the first snooze just a few minutes after being unpacked. We recommend capturing the heavenly moment of taking it out of the box on video.

  • How many deliveries do I get when I have an order with more than one product?

    Each Emma product will be sent separately. You will receive a tracking number and confirmation email for each parcel.

  • Do you ship to the Channel Islands?

    Currently we do not ship to the Channel Islands.

  • Do you ship to Ireland?

    We do ship to Ireland. Place your order and fill out the address information. We ask you to then send an E-Mail to, and include the order number and the address that the order should be shipped to.

  • 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.

  • Are there different versions of Emma?

    Emma is a new concept, which offers one mattress that is suitable for everyone and to meet all sleep types. Whether you enjoy sleeping on your back, your side or your tummy, the Emma mattress offers optimum comfort so you can sleep soundly through the night. The innovative design and combination of materials enables a perfect adaptation to your body. This allows for just the right amount of support for your spine so you can experience a natural and proper sleep. The Emma mattress comes in different sizes depending on you individual needs, but each mattress is identical in structure.

  • What level of firmness does the Emma mattress correspond with?

    Because of its various components, the Emma mattress is structured in such a way that it has a high degree of progressiveness. This means that it has a unique weight distribution property that is only found in high quality mattresses. The Emma mattress adapts perfectly to any weight between 50 and 130 kg.

  • What sizes are the Emma mattresses 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)
  • Does the Emma mattress need a mattress 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 .

  • How high is the Emma mattress?

    The Emma mattress is 25cm high.

  • Can the Emma mattress be put onto an adjustable slat frame (even electrical)?

    You can use your Emma mattress on an adjustable slat frame. The progressive build-up form proves its flexibility. Simply check that the angle of the frame isn’t too steep for neither you nor Emma (recommended up to 45°).

  • How much does the Emma mattress weigh?

    Depending on the size, the weight will vary. Below you can find an overview:

    80 X 200 X 25 cm = 17,7 kg
    90 X 200 X 25 cm = 20 kg
    100 X 200 X 25 cm = 22,5 kg
    120 X 200 X 25 cm = 24 kg
    140 X 200 X 25 cm = 28 kg
    150 X 200 X 25 cm = 30 kg
    160 X 200 X 25 cm = 35 kg
    180 X 200 X 25 cm = 40 kg
    200 X 200 X 25 cm = 45 kg

  • 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.

  • Do I have to flip my Emma mattress 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.

  • 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.

  • How does the trial sleep phase work?

    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 realise that Emma is not the right mattress for you, simply contact our customer service team ( to arrange a pick-up date. 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 Emma for at least 3 - 4 weeks before sending her back.

  • 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 call us and we’ll pick it up free of charge.

  • When does the sleep trial start?

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

  • Does the mattress have to stay in it’s plastic wrap 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 few minutes, your mattress will magically self-inflate and will be ready for you to sleep on.

  • How can I return my Emma mattress within the trial time?

    When you want to return your Emma mattress simply call our customer service team and we will arrange for pickup. The mattress will be picked up by our return partner at zero cost to you. You will receive a refund within 14 days of pickup.

  • What kind of payment methods do you offer?

    You can choose to pay with a 0% financing option. After you select the financing option, you will be redirected to PAYOLUTION’s page in order to choose your financing options. Here you will be able to choose how much you would like to put down and your payment plan as well.

    You can pay securely on our website with creditcard. We accept Visa and MasterCard. Your credit card data is encrypted via a safe SSL-method.

    You can also choose to Paypal as a payment methode. Paypal is another way to securely pay for your orders on our website.

  • How does the refund work?

    As soon as the return has arrived after pickup, we will then issue your refund. Please bear in mind that the refund may take up to 2 weeks to process depending on the payment method you used.

  • Do you accept debit cards?

    We do not accept debit cards.

  • What distinguishes the Emma from other mattresses, e.g. from specialised dealers or discounters?

    The Emma mattress is the result of careful product research and development. We have put all of our efforts into creating the most durable and ergonomically sound product that fits everyones' needs. Our one model fits all concept makes mattress shopping easier for our customers. Other mattress companies go out of their way to confuse customers with thousands of different models and pushy sales pitches, instead we look to make the mattress shopping experience care free and enjoyable.

  • How long is the warranty valid for Emma?

    We offer a 10 year warranty on dimensional stability and durability of the core materials. For more information please check our terms and conditions.

  • Can I use an electric blanket with my Emma?

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

  • Why is Emma so much more affordable compared to other mattresses from a specialised dealer?

    Our mattresses come 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.

  • Does the foam in the mattress have a 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.

  • Does the Emma mattress fit on any bed frame?

    Yes, the Emma mattress fits on any bed frame. However, on a bed with a slatted frame the distance between slats should be no greater than 5cm. You can also place Emma on any clean, firm surface including onto wooden boards or directly onto the floor. The durable cover that comes with your Emma mattress includes slip resistant material to keep your mattress in place.

Do you have any other questions?

How do I unsubscribe?

You can unsubscribe by clicking on the link in the newsletter (at the top or at the bottom) or directly in your user account under the menu item 'Newsletter Subscriptions'. You can also contact our customer service.

There are no additional transmission costs. There are only transfer costs according to your basic tariff.