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Coronavirus Information

A note to our customers

Thank you to all our customers for your trust in Emma’s quality and service. We are all facing unprecedented times, and unprecedented decisions are being made by authorities and businesses all over the HK to contain the spread of the Coronavirus, and to minimise its effects.

In light of the current situation, we wanted to let you know about the steps we are taking during these troubling times. Despite the daily developments, we are doing our utmost to continue to offer you the greatest service.

At present, we are happy to confirm that in general neither our production nor our delivery times have been affected by Covid-19. Our top priority will always be the health and safety of our customers, suppliers and employees. We can assure you that we are also taking every necessary step to elevate our hygiene practices in our production centers, our warehouses and our parcel distribution centers.

We will continue to closely monitor the situation and are ready to make any changes required to protect you, our suppliers and our employees. You will of course be the first to know, if we need to make any adjustments.

Please see our frequently asked questions please below and if you have any further questions please reach out to our customer service team at [email protected]

Frequently Asked Questions

  • Have deliveries been affected?

    No, you can always place your orders on emma-mattress.hk and have them delivered to your home. At this moment in time, home deliveries are taking place as normal, but there may be slight delays considering the current circumstances. You can always refer to the delivery day of each corresponding product to figure out how many days it takes for the delivery. To reduce potential risks as much as possible, zero-contact delivery is available upon your request. In such case, please kindly make a request to your courier upon you receive the call for delivery arrangement. We will try our best to deliver the order as per your request.

  • Has production been affected?

    In general, the production of our mattress range remains unaffected at this moment in time. A few sizes may suffer from a slight delay in production and therefore have a longer delivery day. In such case, we will always indicate the corresponding delivery date under each product.

  • Can I still receive my order?

    Yes. Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). It is understood that these types of viruses don’t survive long on objects such as letters or parcels. It is still advised to follow the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.

  • Will this impact the return of the mattress?

    At this moment, all our collection couriers remain fully operational. However, due to safety measures of entering people’s homes, we would ask that you bring the mattress to the front door so that it is ready for collection and the courier does not have to enter your home.

  • If I’m under compulsory quarantine, can I still receive or return an order?

    For the sake of public and society health, we will NOT deliver to from pick up a mattress from household which member(s) is/are undergoing compulsory quarantine. As this poses harm for both the courier and all the people who possibly interact with the courier. Without contact with the quarantine household member(s), we can deliver the order to your door should we are informed in advance. Nevertheless, if case is identified without prior notice, we will pause delivery and return. Therefore, if you or your household member are undergoing compulsory quarantine, please kindly inform you in early advance or so that we can provide you the best arrangement possible.

  • Are your retail partners still open?

    Yes. All our retail partners are currently in service. We suggest you to give them a call to inquiry the service office before visiting the store.

  • Is your customer service still open?

    We would like to reassure you that our customer service team remains fully operational and will be able to help with any concerns that you have.

Stay home and shop now!

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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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