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.
Free Delivery & Returns
Attributed to the outbreak, the delivery days for some products maybe affected. Please refer to the shipping day of each product for latest updates.
We deliver all Emma products directly to your home and we take care of your shipping cost. To be eligible for next day delivery, please ensure that you place the order before 12 pm (except for remote areas), by doing so we will ship your order in the next working day. Our standard delivery take place from Monday to Friday, between 9 am to 6 pm. If you're not free on the week days, we'll be able to arrange for a Saturday delivery for you. For us to make such arrangement, please contact us or let our retailer partners know. 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.
In order to minimize space and make it through the narrow lifts that is seen in most Hong Kong housing estates, your new Emma mattress is rolled and vacuumed into a compact box before shipping it to you from Germany. On the day of the delivery, you'll receive a call in advance where you can make further scheduling arrangements with our logistic partners.
It could not be any easier
Remove Emma from the packaging
Roll out the mattress on a flat surface and use the enclosed foil cutter to carefully cut and remove the foil.
Emma needs only a few minutes to inflate and be ready for sleep.
Frequently Asked Questions
- How is the delivery affected by the current outbreak?
Attributed to the outbreak, the delivery days for some products maybe affected. Please refer to the shipping day of each product for latest updates. For unaffected products, we offer as usual next day delivery service.
- What are the shipping costs?
Shipping and return costs are free. We want you to happily await your new Emma mattress without concern for pesky shipping costs.
- How does the mattress get delivered to me?
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.
- How long does delivery take?
If an order is placed before 12 pm, your order will arrive the next working day. Note that our working hours is from Monday-Friday, from 9am to 6pm. There will be special arrangement for public holiday. We process the orders during business hours, and will ship the orders in the next working hours. It means, if you order your mattress after Friday 12pm, we will process your order on the next Monday and have your order shipped to you on next Tuesday.
- What if I'm not home during the standard delivery period?
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 both options do not work for you, we can offer night delivery (after 7pm). However, we cannot guarantee that this service can be provided each time.
- After unpacking the Emma mattress, how long does it take for the mattress to be ready for use?
The Emma mattress is ready in just a few minutes after being unpacked. We recommend capturing that beautiful moment of unboxing your Emma mattress on video.
- How about accessories?
If you have your accessories bought with Emma Mattress, you can enjoy free next day delivery for all your products. If you purchase a single piece of accessory, we will ship it with SF Express and it shall take rough 2-3 working days to arrive.
- Is there any special arrangement for customer living in outlying islands?
Customer with delivery address in outlying islands can still enjoy free delivery service and will receive a call from courier for arranging delivery appointment. However, there is no Saturday delivery for outlying islands address and it may take a few more days for the order to arrive. Also, upon the order has unloaded, it will be taken to the door directly and no last minute changes is available. If you would like to change the delivery time right on the delivery day, we may take a surcharge from you of $500-$1000.
- 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.