A note to our customers

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.

• Does Emma provide zero-contact delivery?

  Yes. Rest assure as we disinfect all our products before they arrive at your door. You can raise a request for zero-contact delivery to your courier upon you receive the call for delivery arrangement. You can instruct our courier to place the package(s) at a specific location (eg. in front of your door). We will try our best to deliver the order as per your request. No direct contact is required throughout the whole delivery process.

• 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. However, opening hours may be affected by Covid-19. 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.