Our Emma mattresses are cleverly packaged in an easy-to-move cardboard box. We use a special vacuuming process to gently compress and roll your mattress so that even the largest mattress can fit inside a box. This space-saving method allows you to move it around your home more easily upon delivery, is kinder to the environment, and takes up less space on our delivery trucks - allowing more efficient and faster transport to you!

Yes, if your new Emma mattress has an odour, it's totally normal. The smell is harmless, and you just need to let the mattress air out for up to 72 hours to clear the odor. Our products are OEKO-TEX 100, class 1 certified, and therefore doesn't make use of substances that would be harmful to babies.

Your Emma Mattress should inflate enough that it's ready to sleep on after a couple of hours. However, it may take up to 48 hours for the mattress to inflate to its full height and width and remove all the dips in the mattress. We recommend if possible to let it fully inflate first before using it.

Our beds are designed to support a continuous load of up to 250kg.

This depends on the bed and customisation options chosen. Including storage boxes, you will receive a maximum of 4 packages per bed. Mattresses and other accessories come in separate boxes. We provide a booklet with assembly instructions that are easy and simple to follow.

The quality of our service is a top priority, which is why you also receive a 150-night trial for any purchase of an Emma bed.

Yes! We developed the Emma beds to also be compatible with standard mattress sizes that are not necessarily Emma mattresses.

The price of the bed is based on several factors; which materials are used (we have beds made of wood, metal, fabrics, and a combination of these), which textiles are used, how elaborate the quilting in the headboard is, and of course, the size of the bed. Any combination of size, material, and design could affect the price of the bed.

Emma has two different types of pillows: microfiber and foam. Both provide optimal support for your neck and spine due to the removable layers which allow you to adjust the pillow height to your body. If you like a fluffy and cuddle-able pillow, our hybrid pillow is the right one for you. If you prefer a firmer and more encapsulating feeling, you will find our foam options more suitable.

A topper acts as an additional adaptable layer to a mattress to provide more relief for the body, changes up the lay-feel, and prolongs the life of your mattress. Not to mention it will keep your mattress clean, and it's a cost-efficient means to upgrade your sleeping quality. With two individual mattresses, the topper is also excellent for eliminating the unloved "visitor's crevice".

Our Flip Topper provides all the above benefits and its dual firmness design allows you to enjoy a firmer and softer side depending on your preference.

You can also boost your deep sleep with our Diamond Degree Topper. The graphite helps your body reach the ideal sleeping temperature of approximately 35.5 degrees faster than normal toppers for a more restful night's sleep.

Our pillows, toppers, and duvets are OEKO-Tex 100 Certified which means they are free from hundreds of toxic chemicals, some of which may cause allergic reactions. They're also washable (please refer to care labels for instructions) so you can ensure your bedroom stays fresh and free from allergen build-up as well.

In most cases, our products will arrive on different days. Because we work with different partners around the world, there is always a chance that your accessories will arrive in separate parcels.

We can change or update your order details, delivery address, and dispatch date or cancel your order if your order has not been picked up by our partner courier yet. For requests on changes, please contact our customer service team at [email protected].

Please reach out to us at [email protected] with your order number so we can facilitate a cancellation of your current order.

We can change or update your order details or cancel your order as long as your order has not been picked up by our partner courier yet. If your order has already been picked up or delivered, you may request to have it returned and order the correct size.

We accept a variety of payment methods in our store:

• Credit and debit card (Mastercard or Visa)

• Paypal

Rest assured, you can pay securely as your credit or debit card data is encrypted via a safe SSL-method.

Due to security reasons, we don't accept orders by phone. We have designed the Emma Sleep website as a convenient way through which all our customers can use and submit payments.

You can use your coupon in your cart or the last step of the order process just before checking out. Just enter the code in the field below the total price. Click on ‘add discount code’, enter your coupon code, and click 'apply’. The revised total will be shown.

Try the following solutions:

• Use only one discount code per transaction. Multiple discounts codes at the same time are not available.

• Make sure to check if the discount code is applicable to products in your cart.

If you are still experiencing an error when inputting your discount code, please contact our customer service team at [email protected] with the discount code you're trying to use and let us know where the code came from as well.

No, the use of multiple discount codes is not available at this time.

We regularly run discounts, and they're all displayed on our website while they're active. We also occasionally have promotions with select partners with the code available on their websites or channels.

We have different promotions on the website every sale season, and discounts are updated from time to time. You can also get exclusive discounts from our website chat and by subscribing to our SMS and email newsletters at https://www.emma-sleep.com.au/subscribe-discount.

We ship all Emma products directly to your doorstep. We have free delivery for all Metro areas and a small charge of 79 AUD for Regional deliveries. After your new Emma Mattress is vacuum-packed and rolled into a compact box, it will be shipped to you. All Emma mattresses are brand-new and waiting to be delivered to you. We ship with Steadfast, Direct Courier, and SDS Post.

After placing your order, you will receive a delivery confirmation via e-mail. Then, upon dispatch of your item/s, you will receive tracking information from our courier service, and with that information, you will be able to follow the progress of your delivery. If you cannot be home for your Emma mattress delivery, you can simply give us the name of your favourite neighbour to sign for the package (Make sure they don’t sleep on your Emma mattress first; you just may never get it back) or you can ask our courier to leave it directly outside of your doorstep.

Shipping costs are free for Metro areas For regional areas, we charge a small amount of 79 AUD for shipping. Please note, however, if your collection address lies outside our normal delivery area, then we might ask for your help to deliver your mattress to the nearest drop-off location after all other options have been exhausted.

We do deliver direct to your doorstep, and we try to commit to this as much as possible. For apartment buildings, as long as your building management allows it and we can access a service elevator, we'll leave your mattress outside your unit. Just indicate the unit and/or floor number upon checkout.

Please refer to the updated delivery timeframes on the shop page of each product. 

For metro orders, a tracking link is sent to you via SMS on the day of your delivery so that you can live track the progress of the driver.

For regional deliveries, an email will be sent that will allow you to track the progress of your delivery throughout each step.

Our courier partners don't deliver on weekends for now. Our business days are from Monday to Friday.

As soon as your mattress is dispatched, you will be sent tracking information via email to let you know exactly when you will receive your Emma mattress. You can also track your order through our Order Status Page.

No, there are no charges for re-delivery. You have the option to authorise the courier to leave the mattress in a safe place if you are not home. If you don't authorise that, they will just reschedule the delivery at the next nearest opportunity. Please contact our customer service team at [email protected] for further delivery concerns.

You may schedule your delivery by answering this quick form.

When you want to return your Emma product, simply use our Return Your Order portal, and our customer service team at [email protected] will get in touch with you.

FOR BIG ITEMS such as mattresses and box beds, upon confirmation from our customer service team, we'll start to arrange for a pickup at zero cost to you within our serviced delivery areas.

FOR SMALL ITEMS such as pillows, toppers, and protectors, please first e-mail our customer service team at [email protected]. 

Note: Kindly remove any visible Emma tags on the mattress or pillow cover. On the scheduled collection date for BIG ITEMS, you will also need to deposit the mattress outside your home, ready for pickup by the driver.

After we initiate a return for you, our partners will call you within 7 business days to confirm your preferred collection date and address. If you do not hear from them after this time, please let us know so we can follow up on the booking and help you coordinate the pick-up with them.

Yes, everyone is eligible for free returns. 

The entire process, from the moment we begin processing your return until collection, will depend on the availability of the organization picking up your mattress. Please let us know if the timeline you received from them does not work for you.

If you don’t want to wait for Emma to collect your mattress, you would need to dispose of your mattresses yourself and perform the following steps. We would need 2 documents to process your return and refund:

1. Official donation or disposal receipt from the 3rd party. The receipt should have the brand name: (Emma Mattress) and the size of the mattress: (King or Queen)

2. Picture of the Emma Mattress being turned over. The picture should contain the Emma Mattress being turned over to the 3rd party.

Send these documents to [email protected] with your order number and a written refund request for us to begin the refund process. 

Customers may check with the customer service team for such requests at [email protected]. They may also contact via this number: +61 483 983 293. They are online from 09:00 - 18:00 AEST (Mondays to Fridays).

As soon as our warehouse confirms the return of the mattress, we will then process your refund. You may also reach out to us as soon as the mattress is collected so we can expedite the processing of your refund.

Do take note that it may take up to 2 weeks or longer for the refund to reflect on your account, depending on your financial institution. It's best if you reach out to them to check their specific process or timeline for refunds.

If you paid by credit or debit card, a refund usually takes 3-5 working days to reach your bank account (depending on your bank). If the refund does not appear on your bank account after 10 working days, please contact our customer service. We can provide you with the reference which can be used by your bank to trace your refund. 

If you paid with Paypal, the refund time depends on the original funding source in your Paypal Wallet used to pay for this order. If you used:

• Paypal balance: it usually takes 24-48 hours
• Credit or debit card or bank account: it usually takes 3-5 working days

Please note that we can only refund through Paypal for up to 180 days. If your order has been placed before then, please contact our customer service so that we can initiate a refund through another payment method.

We can only process a refund back to the original payment method used to purchase your order.

If your credit card information has changed or been updated since your purchase, please reach out to your financial institution for additional information. For prepaid Visa and Mastercards, you may reach out to the company or brand that issued the card.

Please contact customer service at [email protected] so we can follow up on the status of your refund.

You can test any Emma product for 150 days to decide whether or not you are satisfied with them. If you realise that Emma is not right for you, simply file for return in our Return Your Order portal or contact our customer service team at [email protected], and they will issue you a full refund after the return process.

However, we ask that you give yourself time to get used to your new Emma product. We recommend testing Emma for at least 3 - 4 weeks before sending her back.

It starts from the day you receive your Emma product. Once it's been delivered to your address, you can test it risk-free for 150 days.

We believe that our mattresses provide an exceptionally relaxing and comfortable sleep to 99% of our customers. We also want to make sure your mattress-buying experience is as simple and carefree as possible. That is why we offer our customers the chance to test the Emma Mattress for 100 days risk-free. If you do not enjoy it, simply e-mail us, and we’ll pick it up free of charge.

If you want to return your Emma product, simply use our Return Your Order portal, and our customer service team at [email protected], will reach out to you. We will arrange the pickup of your mattress by our return partner at zero cost to you. We'll process your refund as soon as your collection has been scheduled by our return partner.

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

Given current circumstances, our courier partner requires that your Emma Mattress be wrapped in its plastic packaging prior to collection. The mattress needs to be returned in good condition. Any mattress with mould, dirt, stains, smells, or bed bug infestations is no longer eligible for a mattress return or replacement.

Yes, just like our mattresses and beds, all our accessories come with a 150-night trial.

The warranty begins when you receive your Emma Mattress.

We offer a 10-year warranty on the dimensional stability and durability of the core materials. For more information, please check our Terms and Conditions at https://www.emma-sleep.com.au/10-year-warranty/.

Please contact us immediately and we'll send you a replacement mattress, free of charge. You can send us an email at [email protected].

Unfortunately, Emma accessories do not come with any warranty but our Emma beds come with a 5-year warranty.

Get in touch with our customer support team via email or telephone. We're online from 09:00 - 18:00 AEST (Mondays to Fridays).

• Email: [email protected] 

• Telephone: +61 483 983 293