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Free, No-Contact Delivery & Hassle-Free Returns
Each Emma product is delivered factory-fresh and neatly vacuum-packed from our warehouse straight to your front door. We have put strict hygiene policies in place to ensure the safety of you and our couriers. Once your order is placed and the payment is confirmed, we’ll start getting your order ready. As soon as your mattress has shipped, we’ll send you an email with a tracking link, so you can follow your items on their journey. Our courier will contact you on the day of delivery to let you know when your mattress will be arriving.
In order to protect you and our courier service providers, we have implemented a strict no-contact delivery policy. That means that we’ve cut out all unnecessary contact between you and the delivery driver. Once your order has shipped, you will still get a notification from our courier service informing you on when to expect your delivery. But once your items arrived you will no longer be required to sign for your order. The driver will bring your order to the doorstep of your building and then take a picture of the items as proof of postage.
What if I don't get on with the Emma products?
We’re sure you’ll love your Emma products but if for any reason you don’t, you can return it for a full refund. We’ve simplified the process to make returning an item stress-free. All you’ve got to do is head to our portal. Here, just pop in your order number and the email address you used to place your order. Then just select the items you wish to return. Hit confirm and you’re done. We’ll take care of the rest: Our customer service team will arrange for your items to be picked up by our courier service. Once everything is sorted the courier will get in contact with you to choose a date that suits you best. Our returns are of course entirely free!
Our top priority will always be the safety of our customers and our couriers. That’s why we’ve made our returns as contact-free as possible: Since our couriers are now no longer permitted to enter your building, it would be great if you could bring your unwanted Emma items to the doorstep of your building. That will prevent the potential spread of infection and help keep you and our couriers safe. Once we’ve received your return, we’ll immediately begin processing your refund. Depending on the method of payment you used when placing your order, it can take up to 14 days for you to receive your money back.
Frequently asked questions
- Do I need to pay for delivery?
No, our standard delivery is entirely free. If you're not entirely happy with your Emma products you can return them for free too.
- How long does delivery take?
You can find the estimated delivery time on the product pages. Please keep in mind that orders are only shipped once we've received your payment. Depending on the payment method this might take a couple of days.
- How is my mattress delivered?
In order to protect you and our courier service providers, we have implemented a strict no-contact mattress delivery policy. That means that on the day of delivery, you will be notified that your mattress will be with you shortly. The delivery driver will bring your items to the first door of your building and you will not be required to sign for your parcels. Instead, the courier service will take a picture of delivery as proof of postage. This new process will help prevent the spread of infection.
- How can I return my items?
To return an item, you can use our returns portal. Once we've processed your return, our courier will be in touch with you to arrange a suitable date for the collection of your items. In order to protect you and our courier service providers, we have implemented a strict no-contact mattress collection and delivery policy. This means that our courier will not be permitted to enter your home. So, we kindly ask you to bring the mattress to the your doorstep. That will help prevent the spread of infection.
- I'm self-isolating, how do I return an item?
That's no problem at all. Just make sure to request a return before your trial period is up. Then just send us an email letting us know that you're self-isolating. We'll put your return on hold. Once you're ready for your items to be picked up, get in contact with us and we'll start processing your return. Please note that we can only issue refunds once your items have been picked up.