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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 would be an additional charge of not less than $450 HKD. To avoid this, please contact our logistic partner or our customer support at 5808 0220 as soon as possible.

  • 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. Also, we do not provide to-door delivery service for package of over 30kg (total weight in one purchase). For such case, the package will be delivered to an agreed meeting. Please reach out to CS for details.

  • 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.

The perfect choice for sweet dreams!

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