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The Emma A - Z, all you need to know

Your Order

Manage My Order

  • 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 our customer service team. We will get back to you shortly and help resolve your problem. Also, be sure to have your order number on hand.

  • What should I do if I ordered the wrong size?

    If you had ordered the wrong size, please contact our customer service team. We will get back to you shortly and help resolve your problem.

  • 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. We will get back to you shortly and help resolve your problem.

  • How do I contact customer service?

    You can reach customer service through our online chat, e-mail (support@emma-mattress.hk), or call us at +852 5808 0220. Our team of experts provides free mattress consultations and we are here to answer all your questions.

Delivery

  • 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 are the shipping/delivery costs?

    Shipping and return costs are free. We want you to happily await your new Emma mattress without concern for pesky shipping costs.

  • How long does delivery take?

    If an order is placed before 12 pm, your order will arrive the next day. The estimated delivery time can be looked up under “order”. Please take into account that your order will be sent to our production team once full payment is received and your order will be delivered within the prescribed delivery time.

  • How many deliveries do I get when I order more than one product?

    Generally, you'll receive all your products in one delivery, except under special circumstances. In the event that we're not able to delivery all your products at once, we'll contact you to give you an update.

  • Can I change the date and time of my delivery?

    As soon as your mattress leaves the warehouse, we will send you a shipping update and a tracking link for you to track your order. Should you wish to change the date and time of your delivery, you can contact our logistic partner with your tracking number and request for a change that would better suit you.

  • 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. We will get back to you shortly and help resolve your problem.

Receiving the Product

Accessing My Account

  • How do I create a customer account?

    You can easily create a customer account when ordering. Just check the box that says, Yes, I want to create an account. Or you can go to the bottom of the website and click "Sign In or Out" and then you can create an account using your order number.

How do I unsubscribe?

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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