Our commitment to you

Pricing, discounts, delivery, and product quality — here's an honest account of where we've been, what we changed, and what we hold ourselves to today.

PRICING & DISCOUNTS

We didn't always get this right. Here's what changed.

From 2020 to 2023, we displayed prices on our website in a way that didn't meet the standards Australians — and the law — rightly expect. We're sorry for that, and we've worked hard to make it right. Today, every price you see is real. Every original price on this site reflects what we actually charged before a sale began. Countdown timers only appear when there's a real deadline. Discounts mean exactly what they say. We review our pricing regularly to make sure it stays that way, and our team continues to train on consumer law, marketing, and advertising standards to make sure we stay sharp.

DELIVERY

Every order tracked. Every delivery accountable.

Ordering a mattress online means trusting us to show up when we said we would, in the condition we promised. We offer free delivery and returns across metro Australia. And because we know a delivery failure isn't just an inconvenience, we track on-time and in-full delivery as a hard internal number, not a marketing claim.

PRODUCT QUALITY

Don't take our word for it — take theirs.

We believe the best thing we can do is get out of the way and let our customers speak. In 2026, Emma was assessed and awarded by Product of the Year and ProductReview.com.au — by real Australians, independently. Our Comfort Mattresses have gathered over 7,000 five-star reviews¹ on ProductReview alone, and across all Emma products worldwide, there are more than 150,000 five-star reviews² across multiple platforms. We encourage you to read them directly — we don't edit or curate a word of what gets published there. And we don't just collect that feedback — we build on it. Our new and improved Luxe Mattresses were shaped by what real Aussie sleepers told us about cooling and comfort, because the people sleeping on our mattresses are the ones telling us what “better” actually means.

BUYING WITH CONFIDENCE

Five months to decide. Ten years of cover. No pressure.

Buying a mattress without trying it first is a bit of a leap — we get that. Our 150-night trial is here to make that leap feel a whole lot smaller. Sleep on it at home, in your own space, at your real body temperature. If it's not quite right at any point during those five months, we'll come and collect it for free and give you a full refund. And long after the trial wraps up, every Emma mattress is backed by a 10-year warranty on manufacturing defects and structural integrity — because a good night's sleep shouldn't come with an expiry date.

HOLD US TO THIS

If something doesn't look right, we want to know.

This page exists because we think accountability should be easy to find, not buried in a legal notice. If you ever spot something on our site that doesn't match what we've committed to above — a price that looks off, a timer that seems to have reset, a discount that doesn't add up — please reach out. Drop us a line at support@emma-mattress.com.au or on 1800 920 429, Monday to Friday, 9:00am to 6:00pm AEST. You can also reach us through the chatbot on the lower right of your screen anytime. We read every message we get, and we take each one seriously.