Frequently Asked Questions

• How does the trial sleep phase work?

  It's simple. You can test the Emma mattress for 100 days to decide whether or not you are satisfied with our product. If you realize that Emma is not the right mattress for you, simply contact our customer service team ([email protected]) or call us at +852 5808 0220 to arrange a pick-up. We will give you a refund for 100% of the purchase price.

  However, we do ask that you give yourself time to get used to your new mattress so we recommend testing your Emma for at least 3 - 4 weeks before sending it back. Please be reminded that 100-day trial is only applicable for Emma Original, Emma Hybrid and Emma Diamond, not inlcuding Emma One, and other accessories, and only limited to one mattress per address.

• What happens to the gift if I want to return my mattress?

  The gift shall be returned along with the mattress as well.. However, should you wish otherwise, please write to us at [email protected] or call us at +852 5808 0220 and inform us of your decision.

• Shouldn't I first test a mattress in person before purchasing it?

  We believe that our mattresses provide the perfect night's sleep for 99% of our customers. The mattress industry is aimed at confusing customers with excess supply, pushy sales tactics and high prices. We want to make sure your mattress buying experience is as simple and carefree as possible. That is why we offer our customers the chance to test the Emma mattress for 100 days risk-free. If you do not enjoy it, just simply call or email us and we’ll pick it up free of charge

• When does the sleep trial start?

  It starts on the day of delivery. From the day you receive your Emma Mattress, you can test it risk-free for 100 days.

• Does the mattress have to stay in the plastic wrap during the trial?

  No, it doesn’t. We want you to have the best sleep possible and that should not include sleeping on noisy plastic. However, please take a photo of the mattress label on the package in case you want to return the mattress. The Emma mattress is vacuum sealed in plastic and roll packed for delivery to your home. Upon receiving your new Emma mattress, carefully remove the plastic using a pair of scissors. A guideline for how to properly unwrap your Emma is provided in your package as well. Within a few minutes, your mattress will magically self-inflate and will be ready for you to sleep on.

• How can I return my Emma mattress within the trial time?

  If you are unhappy with your Emma product, just contact our customer service at +852 5808 0220, via e-mail at [email protected], or contact us on the chat option right here. We will arrange for a pickup and credit you the full refund once your Emma product has been picked up. The refund will be completed within appx. 14 - 30 business days depending on the payment methods.

• Terms and Conditions

  100 Night Trial terms and conditions:

  • The trial period starts on the day you receive the mattress.
  • You are entitled to return the mattress after 21 days of the mattress arrival because it takes time for your body to get used to a new mattress.
  • A valid proof of order (e.g. The invoice or order confirmation email) is required for the return or exchange of the mattress.
  • If you wish to change the size of your mattress thereafter, we will charge you (if you would like a larger size) or refund you (if you would like a smaller size) the price difference. However, the change of size is only possible if the mattress has not been fully opened.
  • To be entitled to return, the returned mattress must be in a reasonably good condition. This means that the mattress should not suffer any damages or stains, otherwise refund may not be granted.
  • We only offer the 100 night trial to every delivery address in Hong Kong once. One delivery address only entitles to one mattress return, which means that in case of multiple mattresses purchase for one address, the address owner can only return one mattress. This also means that if a person has already bought and returned a mattress, the trial will not be offered again on his future purchases, even if he purchases another mattress model.
  • If you have receive a promotional gift along with your mattress purchase, the gift shall be returned as well, should you wish otherwise, please write to us at [email protected] or call us at +852 5808 0220 and inform us of your decision.
  • 100 Night Trial is only applicable to Emma Original Mattress, Emma Hybrid and Emma Diamond Mattress.
  • 100 Night Trial is NOT applicable to accessories, Emma One Mattress or other mattresses.