Frequently Asked Questions

Top Questions

How does 100 nights trial work?

Studies show that your body takes a few weeks to evaluate a mattress. With this, we prepared a 100 nights trial to provide you the full Emma Sleep Experience. In the unlikely event that the Emma mattress does not fit your body, we will pick it up free of charge and give you a full refund once approved by our quality assurance team.

Do I have to pay for shipping and return fees?

No, shipping and return is free. Emma will shoulder the fees.

Do I need to flip and ventilate it?

Flipping your Emma Original Mattress is not necessary and the white top-cover and breathable eco-friendly foam layer should always remain on top. The three-layer build-up form serves as an especially long lived function of support, so the usual flipping of the mattress isn’t necessary. The special breathability and open-cell character of the core materials provide a self-contained ventilation system, keeping the mattress aerated.

Where can I track my order?

When the mattress is shipped from the warehouse, a shipping email will be sent to you. The tracking number of the delivery company is attached to the email so that you can check the delivery status one by one. For shipping inquiries, please contact our support team.

How many days does the delivery take?

We ship across India and the delivery can take upto 7-10 days

For the Mattress

What makes the Emma Mattress special?

Emma smoothly combines high-quality materials to create a dream-like mattress that conforms to every body type. Through the combination of our extensive research and advanced foam technology, Emma allows you to get the comfiest sleep possible. The Emma Mattress offers comfort point-elastic caving that enables an ideal and unique fit for your body. As a result, your spine stays straight while at the same time offering you the necessary amount of support and comfort. The innovative eco-friendly top layer optimally relieves the individual body parts and guarantees a cooling effect while you sleep thanks to its breathability.

How can a mattress be suitable for everyone?

We worked long and hard to find the perfect composition for our Emma Mattress and have found the optimum balance between support and comfort. While most customers are very satisfied with the Emma Mattress, there are of course exceptions. That is why we offer our stress-free 100 night sleep trial so you can decide for yourself.

Does the foam smell?

Like all new products, the Emma Mattress has a slight "new" smell at the start. Since we exclusively use high-grade materials, this slight smell will wear off after the first few hours. Make sure the mattress is aired out in a well-ventilated room.

How is the Emma Mattress able to provide so many features and still be affordable?

Our mattress comes directly from the factory to you. We skip the elegant showrooms and fussy salespeople in order to save you time and money. We skipped on the frills in order to give our customers a lower - and fair - price without skimping on quality.

How long can my Emma Mattress stay in the box for?

To take full advantage of our 100 Day Money-Back Guarantee, please unbox your mattress as soon as possible.

How can I wash my Emma Mattress?

For best results, we recommend that your mattress should be dry cleaned. Prefer blow drying the mattress instead of washing the mattress

For The Pillow

Can I wash my Emma Foam Pillow?

emovable and washable, the top of the cover is made of 98% polyester and 2% elastane.

How can I adapt the pillow to my sleeping habits?

Thanks to its well-thought-out design, the Emma pillow provides optimal support for your head and shoulders. Thanks to its structure, it can be personalized according to your wishes.Your head will be supported on both sides of the pillow and your neck will have the support it needs thanks to the pressure distribution.

Are pillows included in the 100 nights trial?

No, it is not included in the 100 nights trial.

Trial and Warrranty

How does 100 nights trial work?

Based on the study by the sleep experts, it takes at least 30 days for the body to fully adjust with a new mattress. With this, we prepared a 100 nights trial to provide you the full Emma Sleep Experience. If after 30 nights you found our mattress not fitting your needs, we will be glad to collect the mattress and provide you a full refund once approved by our quality assurance team.

When does the 100 nights trial start?

It starts on the day of delivery. From the day you receive your Emma Original Mattress, you can test it risk free for 100 days.

How can I return my order within the trial time?

When you want to return your order, simply email our customer service team and we will arrange the pickup of your order by our return partner at zero cost to you. You will receive a refund within 14 days of the pickup.

Does the mattress need to stay in its plastic during the trial?

No, it doesn’t. We want you to have the best sleep possible and that should not include sleeping on noisy plastic. The Emma Original Mattress is vacuum sealed in plastic and roll packed for delivery to your home. Upon receiving your new Emma Original Mattress, carefully remove the plastic wrap using our handy cutting tool included in your welcome package. A guideline for how to properly unwrap your Emma Original Mattress is provided in your package as well. Within a couple of hours, your mattress will self-inflate and will be ready for you to sleep on.

What condition do products have to be in to be eligible for return?

It is not necessary to keep the box when returning your Emma products, however, the products should be in good condition. This means that there should be no stains or damages on the mattress that is caused by the customer. Before a return is accepted, it will be subject to our review.

When does the warranty start?

The warranty begins as soon as you receive your Emma Mattress.

What is the coverage of 15 year warranty?

This warranty is valid from the date you receive your new Emma Mattress, and is valid for the first 15 years of use. Terms and conditions apply. If you have a problem with your mattress that is covered in the 15 year warranty, please contact our customer service team and provide us with corresponding photos of the affected product and we will swap it with a brand new Emma Original Mattress. The warranty covers:

- Any permanent sags or dips that occur within your mattress despite correct usage. The indentation should be greater than 2.5cm and visible to the naked eye. This does not include standard softening of the mattress after extensive use and is only deemed faulty if a permanent indent is apparent.

- Any cracks or hollows in the foam of your mattress. These need to be reported within the first 6 months of receiving your mattress to be identified as a manufacturing fault and the onus of checking the product is with the purchaser. After this point, we are not be able to identify if this was a production error or created through improper use, which will invalidate the 15-year warranty for this type of damage.

- The mattress not inflating to the correct size once removed from its vacuum packaging. We work to the industry standard of a leeway of 2cm across the length, width and depth of the mattress. If the mattress has had a reasonable time to inflate (two weeks) and is not within these dimensions you will be entitled to an exchange of the mattress.

- Cover damage, including damaged zip or faulty stitching resulting from improper manufacturing. If just the cover is damaged, we reserve the right to send a brand-new replacement cover, rather than exchanging the mattress core which remains undamaged. The warranty does not extend to general wear and tear of the cover over its period of use.

I received a defective mattress, what do I do?

Please contact us immediately so we can send you a replacement mattress, free of charge. You can send us an email to support@emma-sleep.in

Returns

How do I start the return process?

When you want to return your Emma Mattress simply e-mail our customer service team and we will arrange for a pickup at zero cost to you.

How does the return process work?

After we initiate a return for you, one of the collection companies we work with will contact you via telephone within 10-15 business days to organize a suitable date for collection.

Afterwards, we will do a quality check to ensure the legitimacy of the returned item before proceeding with the refund process.

How does refunds work?

As soon as the return has arrived at our warehouse after pickup, we will then issue your refund. Please bear in mind that the refund may take up to 2 weeks to process depending on the payment method you used.

I bought my Emma from a different shop. Am I covered with the 15 year warranty?

Unfortunately, only Emma products that were purchased in the India and through our official website are covered by our warranty. For more information, please check our Terms and Conditions.

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