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The Emma A - Z everything you need to know about mattresses

Your Order

Find out more about reviewing your order, the delivery process, and your mattress arrival in this section.

Manage my order

  • How do I change/edit my order?

    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 email using the contact form in our footer.

  • I noticed my order is the wrong size. What do I do?

    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. YYou can reach us via email using the contact form in our footer, or right here on the chat option.

  • How do 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 e-mail using the contact form in our footer.

  • How do I contact customer service?

    If you would like to contact us, please feel free to email our support team using the contact form in our footer, or right here in the chat option.

Delivery

  • What are the shipping/delivery costs?

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

  • What does "dispatched in" mean?

    This is the amount of time it takes from when you order the product to when it is sent out from our warehouse. Please note that this is not the delivery time. Once your order is dispatched, you will receive an email with the tracking link. The tracking link will provide with more information on when the delivery will take place.

  • How long does delivery take?

    The estimated dispatch time frame can be looked up under “order”. Please take into account that your order will be sent to our production team once full payment is received and your order will be dispatched within the prescribed dispatch time frame. Depending on the payment method this can take a couple of days.

  • What is Premium Delivery?

    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. Given the current situation, our couriers are not permitted to enter your building. That means they will only be able to deliver your Emma products to the first door of your building. That helps prevent the spread of infections and keeps both you and our courier safe. 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 is can be applied at checkout. You are able receive this service free of charge when you purchase an accessory along side your mattress.

    Northern Ireland (All BT Postcodes) , PO30+, KW15-17, PA34-80, PH41-45, IV40-56 IM, ZE, JE, HS, GY, TR21-25 are not included in the premium delivery offer.

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

    Each Emma product will be delivered together via our premium delivery service provider: Rhenus.

  • Can I change my delivery address?

    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 email using the contact form in our footer, or right here on the chat option.

  • Can I change the date of my delivery?

    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 email using the contact form in our footer, or right here on the chat option.

  • 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 waiting to be delivered to you. We ship with UPS, DPD and Rhenus. After placing your order, you will receive a delivery confirmation via e-mail. Then, upon dispatch of your item/s you will receive tracking information from our courier service and with that information, you are able to follow the progress of your delivery. If you are not able to be home for your Emma mattress delivery, you can simply give us the name of your favourite neighbour to sign for the package (Make sure they don’t sleep on your Emma mattress first, you just may never get it back).

  • Do you ship/deliver to the Channel Islands?

    Currently we do not ship to the Channel Islands.

  • Do you ship/deliver to Ireland?

    Yes we deliver in the Republic of Ireland, Please check and order from our Ireland website www.emma-mattress.ie .

  • Will you bring my mattress to my bedroom?

    Unfortunately, UPS and DPD are not permitted to enter your home beyond the first door of your building, so they cannot carry your order up any stairs or to your bedroom. They will, however, bring your Emma products to the front steps of the building.

    Given the current situation, our couriers are also not allowed to enter your home, even if you have selected or been upgraded to premium delivery. We're very sorry for any inconvenience this might cause.

  • Will the drivers carry my mattress up the stairs?

    Our couriers are not permitted to enter your building, so unfortunately, they will not be able to carry your Emma order up your stairs. Your items will however be brought directly to the front steps of the building.

  • Will the box fit in my car boot?

    Yes, all Emma mattresses are shipped in conveniently sized boxes. The dimensions of the box are 45x45x100cm, so the box should comfortably fit into almost all car boots.

  • Where can I track my order?

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

Receiving the product

How do I unsubscribe?

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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