Frequently Asked Questions

• How do I start the return process to get my refund?

  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.

• Must the returned mattress be in good condition?

  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.

• Do I need to keep the product box for returns?

  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.

• When will I receive my refund?

  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.

• Can I exchange an accessory if I ordered it in the wrong size?

  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: Send the package via SF Express or other couriers to our warehouse, our Customer Support team will inform you the warehouse location via email (with pictures).

  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.