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The Emma A - Z, all you need to know

Popular Questions

  • How is the Emma Original built?

    Emma mattress consists of three layers:

    • A progressive Airgocell® foam (4cm) provides pressure relief and point elasticity for the best sleep possible
    • The visco-elastic HRX foam (4cm), using space technology, ensures body-like sinking
    • Supporting cold foam (17cm), with high density, provides the necessary support and longevity. An existing comfort/shoulder zone is used for optimal relief of the spine

    In combination, the layers provide optimal support and pressure relief. Additionally, Emma mattress adapts perfectly to any type of sleep position (i.e. side, stomach and, back) regardless of body weight, providing you the perfect balance between comfort and support.

  • How can a mattress be suitable for everyone?

    We have worked extremely hard to find and develop the perfect composition for our Emma mattress and the optimum balance between support and comfort, suitable for everybody types and sleep position. While most customers are very satisfied with the Emma mattress, there are of course exceptions. That is why we offer you our 100-day-stress-free sleep trial so you can decide for yourself.

  • How thick/high is the mattress?

    The Emma mattress is 25cm high.

  • Is Emma mattress firmness level adjustable?

    Yes, it is. Simply flip the mattress to match your preference. If you prefer the feeling of sinking sightly into the mattress or the feeling of sleeping on clouds, simply ensure that the Airgocell foam layer is the top layer. But if you prefer a much firmer and supportive feeling in bed, simply flip the mattress and ensure that the supportive HRX foam layer is the top layer.

  • Is Emma mattress hypoallergenic and dust-mite proof?

    Yes, the Emma mattress cover is treated with revolutionary Purotex® technology, weaving microcapsules of natural probiotics into the fabric structure. These natural probiotics not only clean up allergens in your mattress but also absorb humidity. But if you prefer a more comprehensive cover that is hypoallergenic, dust-mite proof, and water proof, it is advisable to check out the Emma antimites protector. It contains 100% natural probiotics that can effectively clean up allergens and is water proof.

  • How does the 100 day test 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 (support@emma-mattress.hk or at +852 5808 0220) to arrange a pick-up date. We will give you a refund for 100% of the purchase price and take care of the return cost.

    However, we recommend that you try out the mattress for 3 to 4 weeks before contacting us as we all know our body needs time to adjust to a new mattress.

  • Can I customize my Emma mattress?

    Our mattress are sold in 20 countries on 3 continents. Different countries have different preferences for mattress size. If you have a special size requirement that is not available, send us an e-mail and let us know. We can definitely check it out for you! The mattress model and quality are exactly the same and are produced in Germany. So you don't have to worry!

  • How does the delivery process work?

    Once your order has been successfully placed, we'll process your order as soon as possible. Generally, you'll receive your packages all in one delivery unless under special circumstances which we will call to notify you.

    On the day of the delivery, you'll receive a call from our logistic partner to schedule your preferred time. As such, please ensure that the contact number you provide us or to our retailer is accurate. If you will not be in town during the delivery period, we ask that you provide a second contact person number. If our logistic partner is not able to contact you to get an affirmation regarding the delivery time and date, your mattress will not be delivered on the day itself even if it's scheduled. If that's the case, please contact us. Our standard delivery take place between 9 am to 6 pm, from Monday to Friday. If you're unavailable on the weekdays, we'll be able to arrange for the package to be delivered to you on Saturday. Alternatively, you can have your lobby receptionist to sign the delivery for you. If you choose to do so, please contact us in advance so that we can notify our partner to leave your package at the reception and to confirm your authorization.

    If none of those options can meet your needs, we may be able to schedule a night time delivery for you. If you do require this service, please inform us in advance. However, we cannot guarantee that this service can be provided each time.

    Please note that if you'd agreed on a delivery date and time with our logistic partner and decided to change afterwards, there may be additional charges. This is subjected to case-by-case basis.

  • What type of bed frame should I use with the Emma mattress?

    The Emma mattress is suitable for all bed frames, making it is a low-maintenance mattress. Emma mattress is designed to fit every lifestyle. It is able to lay on any surface, even on floors, as long as the surface is clean and dry.

    We however, recommend using a slatted frame with a distance between the slats no larger than 3cm in order to enjoy the optimal supporting force and pressure relief that Emma mattress provides.

    In the event that you already own ikea bed frames, we recommend:

    • Purchasing Emma 90x190x25 for ikea "single" bed frame
    • Purchasing Emma 140x190x25 for ikea "double" bed frame

  • Do you provide old mattress removal service?

    No, we do not provide. However, we can arrange this service for you with our logistic provider. Simply write us an e-mail should you require this service. We'll provide an estimation of the charges to you based on your location and other factors. If you're pleased, we will then arrange for you. However, it is not possible to have the new mattress delivery and old mattress removal to be done on the same day.

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