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Emma Sleep Operations during COVID-19

A note to our customers

In light of the current situation that we are all facing at the moment, we wanted to let you know about the steps we are taking during these unprecedented times. Despite the daily developments, we are doing our utmost to continue to offer you the greatest service.

Our top priority will always be the health and safety of our customers and employees. We can assure you that we are also taking every necessary step to elevate our hygiene practices in our production centres and our warehouses.

We will continue to closely monitor the situation and are ready to make any changes required to protect you and our employees. You will of course be the first to know, if we need to make any adjustments.

Please see our frequently asked questions below and if you have any further questions please reach out to our customer service team here.

Frequently Asked Questions

  • Have deliveries been affected?

    Deliveries can be delayed up to 7 working days due to the latest lockdown.

    To reduce potential risks as much as possible, deliveries will now only be made to your door and we'll no longer require signatures for proof of delivery. We will contact you to let you know when your mattress has arrived. At this moment in time, deliveries are taking place as normal but there may be slight delays considering the current circumstances.

  • Has production been affected?

    The production of our mattress range remains completely unaffected at this moment in time.

  • Will this impact mattress returns?

    At this moment, our collection courier is experiencing delays. Please contact our support for more information.

    However, due to safety measures of entering people’s homes, we ask that you wrap the mattress in its original plastic packaging and bring it to the front door for collection to minimize social contact as much as possible. In the event that our courier partner temporarily cannot sustain normal operations due to health concerns and imposed restrictions, your 100 Night Trial will still be applicable on your order. However, please note that delays in collections may take place. In the event that operations are forced to cease, as long as the collection has been requested within the 100 Night Trial, the collection will take place at the nearest opportunity. As soon as the mattress is collected, we will of course grant a full refund, but no refund can be processed until this collection has taken place. We would like to stress that we are currently operating as normal and sharing this information is very much a precautionary measure, in our attempt to keep customers proactively informed. Further details can be found in section 16.4 of our terms and conditions.

  • If I’m self-isolating, how do I return a product?

    If you have been unable to return an unwanted item due to self-isolation restrictions, we will still honour the terms of our 100 Night Trial. Please contact us before your trial has ended to make us aware of your intentions, but please also highlight that you are currently in self-isolation. We will then place your collection on hold and wait for you to contact us to advise when it is safe for this collection to take place.

  • Is your customer service still open?

    We would like to reassure all customers that our customer service team remains fully operational and will be able to help with any concerns that you have. We can be contacted through our contact form and we will get back to any questions you have in a timely manner.

Wake up on the Comfort

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You can unsubscribe at any time by clicking the 'Newsletter Subscriptions' tab when logged in to your customer account. If you do not have an account with us, you can unsubscribe by clicking the 'unsubscribe' link at the bottom of the newsletter.

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