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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.


  • How do I start the return process?

    When you want to return your Emma product, simply e-mail our customer service team at [email protected]

    FOR BIG ITEMS such as mattresses and box bed, upon confirmation from our customer service team, we'll then 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] Then, just drop off the product at the location of our nearest charity partner to you!

    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.

  • How does the return process work?

    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 so we can follow up the booking and help you coordinate the pick up with them.

    Delayed pickup for NSW and VIC due to COVID restrictions

  • How long does it take to return a mattress?

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

    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.

  • Am I eligible for free returns?

    Contact our [email protected] for more details. Currently, we only offer free returns to metro areas as such if you are uncovered by these areas, you will have to dispose of the Emma product yourselves and submit proper documentation and proof to our team at [email protected] to be able to process your returns.

  • How do I process refunds if I'm not covered by Emma's Free Returns service

    You would need to dispose 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

    The lack of these documents may mean that we would not be able to process your returns and refund.

    Please contact [email protected] for more details.


  • 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.

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