When you want to return your Emma mattress, simply e-mail or call our customer service team and we will arrange for a pickup at zero cost to you. Once your mattress has been picked up, we will credit you the refund immediately. If you want to return your Emma mattress due to a product defect, please follow the below steps in preparing your return. Terms and Conditions apply.
Take a photo of your mattress label on the products' box so we can identify the product batch
Remove the mattress cover and place your Emma mattress in a bright room.
Take a horizontal photo of the mattress on the floor (and not on top of any bed frames). The defect should be shown in the photo. Please also make sure that the cover is removed.
If you want to return your mattress during the 100-day trial, simply e-mail ([email protected]) or call our customer service team (+852 5808 0220) and we will arrange for a pickup at zero cost to you. If you want to return a mattress due to product defect, please follow the procedures above before contacting our customer service team.
Mattresses returned must be in good condition, without damages and stains. If the mattress is damaged due to improper use, we will refuse to accept the return request.
It is not necessary. However, we recommend that you take a photo of the mattress label on the package in case you want to return the mattress due to product defect.
Once your mattress has been picked up, we will credit you the refund immediately. Please bare in mind that the refund may take up to 2 weeks to process depending on the payment method you used. To check the status on your refund, please contact our customer service team via phone, email, or chat.
Only unopened products are eligible for free exchange. If you would like to return any Emma accessory because you have ordered the wrong size, please follow the below steps to return your product(s) and get your refund.
Step 1: Create a new order for the new sizes.
Step 2: Take pictures of the unopen (it has to be unopen) products and send the pictures to our Customer Support team via email at [email protected] to file the case together with the new order number for the new size. The new order number is necessary to show your intention to exchange the product.
Requirement of the pictures: 4 angles of the package + label on the box + sealed tag showing the box is unopen + 1 overall picture showing the package is not damaged
Step 3: Customers need to deliver their parcels to our warehouse via S.F. Express or other courier companies at their own cost.
Step 4: Our warehouse will check the condition of the package. If there are no issues, our Customer Support team will contact you via email regarding the refund.
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