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The Emma A - Z everything you need to know about mattresses

Returning Your Emma

Find out more about initiating returns and details on the refund process here.

Returns

  • How do I start the return process?

    When you want to return your Emma Mattress simply e-mail our customer service team at [email protected] We'll then start to arrange for a pickup at zero cost to you within our serviced delivery areas.

    To ensure everyone's well-being and safety, our collection courier requests the implementation of a few safety measures. For the return of an unpacked or inflated mattress, it needs to be wrapped in its original plastic packaging (if possible) or other plastic wrap. On the scheduled collection date, you will also need to deposit the mattress outside your home ready for pickup by the driver.

  • How does the return process work?

    After we initiate a return for you, our partner courier will call you within 2 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 so we can follow up the booking and help you coordinate the pick up with them.

  • How long does it take to return a mattress?

    The entire process, from the moment we begin processing your return up until collection, should not take more than 14 business days; unless you request a later pick up date with our partner courier.

    Given the current pandemic, please note that this timeline may be affected by periodic lockdowns and we will pause collection when necessary to safeguard our couriers. We'll resume collection upon the advise of our partners. If you have a pending collection and your area is affected by lockdown restrictions, please reach out for further information.

Refunds

  • How do refunds work?

    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 processing 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 reached out to them to check their specific process or timeline for refunds.

  • Is it possible to have my refund credited to another card or account?

    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.

    If you updated you Zip or Klarna account email since your purchase, please reach out contact their customer service team for information on how this will affect your refund.

  • I used Klarna or Zip Pay to make the purchase. How is the refund going to be processed back to my account?

    For Klarna, your refund will be processed depending on whether you've received a full or partial refund from us. Your remaining installment may be cancelled and the amount already paid refunded or it will be either be subtracted from your next payment. Please reach out to Klarna's customer service for additional information and your account status.

    For Zip, your Zip account will be credited with the agreed refund amount. The funds will then be put towards any balance currently owing on your account and, if the refund amount places your account into credit, please contact their customer experience team to arrange a refund to your bank account or for any further questions you may have.

  • What is the status of my refund?

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

How do I unsubscribe?

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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