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

Your Order

Find out more about reviewing your order, the delivery process, and your mattress arrival in this section.

Order Changes

Delivery

  • How long does delivery take?

    Delivery takes 1-3 business days for metro areas. Estimated time of delivery for outside metro areas usually take 5-10 business days but may depend on your shipping area.

    Delivery estimates are subject to the availability of stock.

    Due to COVID restrictions, delivery time vary vary on what is posted. Please consult our delivery notice for more information

  • Can I change my delivery address or delivery date?

    After your order pushes through, please contact the customer service team for all changes needed including address change, cancellation, or delivery dates. You can reach us at [email protected]

  • How do I track my order?

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

    For outside metro areas, you'll receive an emailed link where you can track the progress of your delivery.

  • Can I choose a specific delivery date or time?

    For delayed delivery options, please contact our customer support team at [email protected] so we can assist you in this matter!

    We're unable to guarantee a specific time for deliveries at this time as well.

  • What if I'm not able to be home to receive the order?

    Please provide us with an Authority to Leave and specific delivery instructions for your order if it's safe and possible to do so. We can forward this to our courier and have them leave the box on your porch, the back of your house, or any space where dry space where it can be secure and protected from the weather.

    You can provide the Authority To Leave upon check out or by reaching out to us with your order number.

  • What if I miss the delivery the first time?

    Our partner couriers will do 2 delivery attempts to your address before the mattress is returned to us.

    If you miss the first delivery, please reach out to us with your preferred redelivery date or an Authority to Leave. Kindly provide us with an alternate contact number to reach as well.

    For outside metro areas catered by TNT, the courier will leave a card at your address if the first attempt is unsuccessful. It will have contact information where you can reach out to directly coordinate a redelivery date with them. You can also reach out to us so we can provide their contacts and forward your redelivery request.

  • Do you deliver door to door?

    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're able to access a service elevator, we'll leave your mattress outside your unit. Just indicate the unit and/or floor number upon checkout.

    As much as we'd like to guarantee a 100% door-to-door delivery for all orders, there may be instances where (due to our courier's service areas) we're not able to do so. In this case, please reach out to us so we can work with your to facilitate the next steps you'd like to take with your order.

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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