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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.
We've had to suspend collections, but you can still return your items
Unfortunately given the current situation we have been forced to temporarily suspend our collection service. You’ll still be able to return your items. However, we will only be able to collect the items once the restrictions on our couriers have been lifted. If you’re still within your trial period, and you’re not quite happy with your products, don’t worry: You can still request a refund through our returns portal. We’ll just put your return on hold. Once we’re able to collect your items, our courier service will get in contact with you to arrange a suitable date for pick up. Please be advised that we can only process refunds once we have collected your unwanted items.
We’re sure you’ll love your Emma products but if for any reason you don’t, you can still return it for a full refund. While it might take a bit longer for you to receive your refund the process for returning an item is still 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. Once we’re able to collect your returns 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.
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.
- When will I be able to return my mattress?
Unfortunately, we do not have any information on when our courier service will be able to collect your mattress again. Having said that, you can still request a return and we will pick up your items as soon as the restrictions have been lifted. Please note that we are only able to process refunds once your items have been picked up.