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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 at support@emma-mattress.co.uk

  • 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. You can reach us at support@emma-mattress.co.uk, 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 (put your order number in the subject line).

  • How do I contact customer service?

    If you would like to contact us, please feel free to email our support team at: support@emma-mattress.co.uk, or right here in the chat option.

Delivery

  • What are the shipping/delivery costs?

    Shipping and return costs are free. We want you to happily await your new Emma mattress without concern for pesky shipping costs. If you wish to receive your mattress on a Saturday, this costs £35.

  • How long does delivery take?

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

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

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

  • 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 at support@emma-mattress.co.uk, 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 at support@emma-mattress.co.uk, 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 Parcel Force. After placing your order, you will receive a delivery confirmation via e-mail. Then, upon despatch 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 .

  • Is it possible to deliver my mattress on a Saturday?

    You are able to choose the Saturday delivery option in the checkout for a additional cost of £35. Your delivery will be completed by UPS who will carry the mattress to your doorstep.

  • Will you bring my mattress to my bedroom?

    Unfortunately, our couriers 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.

  • 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.

  • Can I order first and get it delivered on a specific day?

    It is possible to delay your delivery, however it is not possible to choose a specific date. The date you select for the delay your order option is the date in which the order gets processed. Therefore, if you want to place an order now and receive it in the future, you can choose a later dispatch date and your order will arrive with you several working days from the date selected!

  • 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

  • What do I do if I haven't received my welcome pack?

    We hope that every customer receives their welcome pack but we understand that packing mistakes can happen. If you happen to experience this, please contact customer service via e-mail, or chat.

  • What will I get in the welcome package?

    In the welcome booklet, you will find information on how to unbox the Emma mattress, along with other FAQ´s and information.

  • Is there a right way to unpack the mattress?

    The Emma mattress is packed with convenience in mind. Just unbox, roll the mattress out, remove the plastic wrap, and you're ready for sleeping!

  • How long can the mattress stay in the box?

    In order to experience optimal comfort, we recommend that the mattress is not left in the box any longer than 2 weeks.

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

    You can sleep right away but we recommend waiting up to 2 hours for the mattress to become fully expanded.

  • What if I ordered the wrong size?

    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 at support@emma-mattress.co.uk, or right here on the chat option.

  • The mattress doesn’t look like the right size, what do I do?

    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 at support@emma-mattress.co.uk, or right here on the chat option. Please note that the mattress does inflate in both width and depth. This means that the mattress can initially look like a smaller size whilst it is vacuum packed. Please remove the vacuum packing and watch the mattress inflate to the correct size before your eyes!

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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