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 [email protected]
- 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 [email protected]
- 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: [email protected]
Delivery
- What are the shipping/delivery costs?
Shipping and return costs are free. We want you to happily await your new Emma Original Mattress without concern for pesky shipping costs.
- How long does delivery take?
The estimated delivery time is between 2-3 business days.
However, recent COVID based restrictions may have affected our delivery times. Please refer to our delivery notice for more information
- 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 [email protected]
- 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 [email protected]
- How does shipping work?
Our courier partner will get in touch with you to coordinate delivery within 2-3 business days of placing your order.
- Can I order first and get it delivered on a specific day?
For delayed delivery options, please contact our customer support so we can personally assist you in this matter!
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.
- 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, mattress size changes, payment changes, cancellation, or delivery dates. You can reach us at [email protected]
- 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 [email protected] 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!
