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 noon Monday to Friday, your order will arrive the next working day (except remote areas). 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 12 noon, 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 HKD. 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 point. In addition, since general truck cannot drive into restricted area, we cannot deliver directly to the address in restricted area, the package will also be delivered to an agreed meeting point. Please reach out to CS for details.

• Do you provide old mattress removal service?

  Yes, we do provide old mattress removal service at the charge of HKD 450. Simply add it to the cart when you check out, the delivery of the new mattress and the collection of the old mattress will be done on the same day at the same time. Please be reminded that if there is no lift where you live or your old mattress is too big to be fit in the lift, please contact our customer service team in advance. We have to double check with our courier team if they could still offer the old mattress removal service to you. If not, the paid HKD450 will be refunded.

• What is the delivery arrangement for Macau?

  Free delivery to Macau area is only limited to orders placed on our Emma online website. The orders will be delivered via SF Express and the delivery might take about 7 business days. Please note that Macau orders are not included in our 100-day trial service and once the goods are handed over to SF (in-transit), there is no refund or product exchange allowed. If you have any questions on the products received, feel free to contact our customer service team.