Customer Support

Get in touch with our Emma Care Representatives via email or telephone. We're online from 09:00 - 18:00 AEST (Mondays to Fridays).

• Email: support@emma-mattress.com.au
• Telephone: 1800 920 429

You may also reach us through the chatbot function on the lower right side of your screen. Rest assured that we'll get back to you as soon as we can!

For inquiries regarding business, partnerships, and bulk orders, drop us a line at partnerships.au@emma-sleep.com.au.

The Emma mattress takes up to 72 hours to fully inflate. Please also note that it is not entirely uncommon for the mattress not to inflate to its full size immediately. Although it is rare, what can sometimes happen is that the mattresses are vacuum-packed slightly tighter, which just leads to a little more time for the full inflation to take place. Although they should reach 90%-95% of the desired depth within 48 hours, it may take some time for them to reach the optimal height.

If this is not the case, please reach out to our Emma Care Representatives via the ChatBot function at the bottom right of the page.

Our Emma mattresses are cleverly packaged in an easy-to-move cardboard box. We use a special vacuuming process to gently compress and roll your mattress so that even the largest mattress can fit inside a box. This space-saving method allows you to move it around your home more easily upon delivery, is kinder to the environment, and takes up less space on our delivery trucks - allowing more efficient and faster transport to you! 

Research suggests that it takes around 4 to 6 weeks for the human body to adapt to a new mattress. We would kindly ask you to use the mattress for a bit longer and if you still find it uncomfortable, we will initiate the return process.

Yes, if your new Emma mattress has an odour, it's totally normal. The smell is harmless, and you just need to let the mattress air out for up to 72 hours to clear the odor.

In order to experience optimal comfort, we recommend that the mattress is not left in the box any longer than 4 weeks.

Your Emma Mattress should inflate enough that it's ready to sleep on after a couple of hours. However, it may take up to 72 hours for the mattress to inflate to its full height and width and remove all the dips in the mattress. We recommend, if possible, letting it fully inflate first before using it.

This depends on the bed and customisation options chosen. Including storage boxes, you will receive a maximum of 4 packages per bed. Mattresses and other accessories come in separate boxes. We provide a booklet with assembly instructions that are easy and simple to follow.

The quality of our service is a top priority, which is why you also receive a 150-night trial for any purchase of an Emma bed.

Yes! We developed the Emma beds to also be compatible with standard mattress sizes that are not necessarily Emma mattresses.

If any part of your bed is damaged or broken, please contact our Emma Care Representatives to get the spare parts delivered to you in no time. You can contact us via our chat function (ChatBot) located at the bottom right of your screen. 

Please attach a clear picture of the damaged part or specify the missing part using the assembly instructions as a reference.

Yes. Incorrect assembly will void the warranty. However, we will provide you with all the necessary tools to help you assemble your original bed correctly!

No, it doesn’t. We want you to have the best sleep possible and that should not include sleeping on noisy plastic.

The price of the bed is based on several factors; which materials are used (we have beds made of wood, metal, fabrics, and a combination of these), which textiles are used, how elaborate the quilting in the headboard is, and of course, the size of the bed. Any combination of size, material, and design could affect the price of the bed.

A topper acts as an additional adaptable layer to a mattress to provide more relief for the body, changes up the lay-feel, and prolongs the life of your mattress. Not to mention it will keep your mattress clean, and it's a cost-efficient means to upgrade your sleeping quality. With two individual mattresses, the topper is also excellent for eliminating the unloved "visitor's crevice".

Our Flip Topper provides all the above benefits and its dual firmness design allows you to enjoy a firmer and softer side depending on your preference.

You can also boost your deep sleep with our Diamond Degree Topper. The graphite helps your body reach the ideal sleeping temperature of approximately 35.5 degrees faster than normal toppers for a more restful night's sleep.

Our pillows, toppers, and duvets are free from hundreds of toxic chemicals and are also washable (please refer to care labels for instructions), so you can ensure your bedroom stays fresh and free from allergen build-up as well.

In most cases, our products will arrive on different days. Because we work with different partners around the world, there is always a chance that your accessories will arrive in separate parcels.

We are currently evaluating our certification portfolio and working on our official 2026 OEKO-TEX® renewal. 

No. We manufacture the exact same products in the same facilities using the identical materials that were certified in 2025.

Yes. The physical product you receive meets the exact same strict safety and production standards as our 2025 certified models.

Please reach out to us at support@emma-mattress.com.au with your order number so we can facilitate a cancellation of your current order.

We can change or update your order details, delivery address, and dispatch date, or cancel your order if your order has not been picked up by our partner courier yet. For requests on changes, please contact our Emma Care Representatives at support@emma-mattress.com.au.

Please be advised that changing your delivery address from a Metro to a Regional area, and vice versa, will result in order cancellation and reordering.

We can change or update your order details or cancel your order as long as your order has not been picked up by our partner courier yet. If your order has already been picked up or delivered, you may request to have it returned and order the correct size.

As soon as your mattress is dispatched, you will be sent tracking information to let you know exactly when you will receive your Emma mattress:

For metro orders, our courier partner will send a tracking link via SMS on the day of your delivery to track the delivery status and proximity of the driver.

For regional deliveries, our courier partner will send an email that will allow you to track the progress of your delivery throughout each step.

You can also track your order through our Order Status Page (https://www.emma-sleep.com.au/status).

We ship all Emma products directly to your doorstep*. After your new Emma Mattress is vacuum-packed and rolled into a compact box, it will be shipped to you. All Emma mattresses are brand-new and waiting to be delivered to you. We ship with ME Freight, Direct Courier, and AU Post.

After placing your order, you will receive a delivery confirmation via e-mail. Then, upon dispatch of your item/s, you will receive tracking information from our courier service, and with that information, you will be able to follow the progress of your delivery. If you cannot be home for your Emma mattress delivery, you can simply give us the name of your favourite neighbour to sign for the package (Make sure they don’t sleep on your Emma mattress first; you just may never get it back) or you can ask our courier to leave it directly outside of your doorstep.

*In very rare cases wherein your address is out of our coverage area, we will get in contact with you to ship to the nearest post office.

We provide free delivery and returns for select metro addresses. For outer and regional areas, we kindly ask for a small non-refundable fee of $79 or $160, depending on the location, to help us bring your sleep essentials directly to you. For more details, please refer to checkout or the button below.

Please note, however, if your collection address lies outside our normal delivery area, then we might ask for your help to deliver your mattress to the nearest drop-off location after all other options have been exhausted.

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

Standard delivery lead times can be found below, but please refer to the updated delivery timeframes on the product page of each product, as these may vary depending on availability per warehouse.

Metro: 0-3 business days

Regional: 3-7 business days

Remote Regional: 7-10 business days

Metro/Regional Delivery Location categorization may vary depending on courier partners.

Communications will be sent to you by our partners after your order is confirmed to inform you of the actual expected delivery timeframe for your items.

Inter-State Deliveries (ISD): Some items may be shipped from a warehouse in another state, extending the delivery to 10-15 business days.

You will also receive links from our partners to track your delivery:

For metro orders, our courier partner will send a tracking link via SMS on the day of your delivery to track the delivery status and proximity of the driver.

For regional deliveries, our courier partner will send an email that will allow you to track the progress of your delivery throughout each step.

Our courier partners don't deliver on weekends for now. Our business days are from Monday to Friday.

No, there are no charges for re-delivery. You have the option to authorise the courier to leave the mattress in a safe place if you are not home. If you don't authorise that, they will just reschedule the delivery at the next nearest opportunity. Please contact our customer service team at support@emma-mattress.com.au for further delivery concerns.

Upon checkout, you will be able to choose a delivery date via an external form.

Please email our Emma Care Representatives at support@emma-mattress.com.au to arrange your return schedule. We will do our best to get back to you as soon as possible.

FOR BIG ITEMS such as mattresses and box beds, upon confirmation from our customer service team, we'll 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 email our Emma Care Representatives at support@emma-mattress.com.au.

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.

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

Yes, everyone is eligible for free returns.

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

Customers may check with the Emma Care Representatives for such requests at support@emma-mattress.com.au. They may also contact via this number: 1800 920 429. They are online from 09:00 - 18:00 AEST (Mondays to Fridays).

Do you have a claim about your Emma product? We're sorry to hear you're not 100% satisfied with your Emma mattress. Please get in touch with us via the Contact Form or the ChatBot. You'll be asked to upload a few images of the issue.

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 the processing of 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 reach out to them to check their specific process or timeline for refunds.

If you paid by credit or debit card, a refund usually takes 3-5 working days to reach your bank account (depending on your bank). If the refund does not appear on your bank account after 10 working days, please contact our customer service. We can provide you with the reference which can be used by your bank to trace your refund.

If you paid with Paypal, the refund time depends on the original funding source in your Paypal Wallet used to pay for this order. If you used:

Paypal balance: it usually takes 24-48 hours

Credit or debit card or bank account: it usually takes 3-5 working days

Please note that we can only refund through Paypal for up to 180 days. If your order has been placed before then, please contact our customer service so that we can initiate a refund through another payment method.

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.

Please contact our Emma Care Representatives at support@emma-mattress.com.au so we can follow up on the status of your refund.

Our 150-night trial allows customers to return their mattress within 150 nights from delivery if it does not meet expectations. Returns for convenience will not be available after the trial period. This does not affect the product’s warranty, so you will be able to return products with defects covered under the warranty conditions during or after the trial period.

If you want to exchange a mattress due to the wrong size DURING the 150-night trial, you will have to return the product under trial first and then order the correct size. Please contact our Emma Care Representatives, and we will be happy to guide you through the process, as well as help you get the mattress that best matches your sleep needs. AFTER the 150-nights, returns for size reasons will not be available.

Please remember to contact our Emma Care Representatives before the 150-night trial period ends, especially if you are expecting personal life events such as relocation, childbirth, and so on, as we cannot extend this trial period.

The 150-night trial is designed to give customers sufficient time to experience and test their mattress and decide if it meets their needs. After this period, the mattress is considered fully used and is no longer eligible for return or exchange, except for defects covered by the terms of the product’s warranty.

If you are unsure which size or mattress type is best for your needs, please contact our Emma Care Representatives before placing your order, and we’ll be happy to provide personalized recommendations to find the best mattress to suit your needs.

We accept a variety of payment methods in our store:

• Credit and debit card (Mastercard or Visa)
• Paypal
• Zip
• Afterpay

Rest assured, you can pay securely as your credit or debit card data is encrypted via a safe SSL-method.

Due to security reasons, we don't accept orders by phone. We have designed the Emma Sleep website as a convenient way through which all our customers can use and submit payments.

You can use your coupon in your cart or the last step of the order process just before checking out. Just enter the code in the field below the total price. Click on ‘add discount code’, enter your coupon code, and click 'apply’. The revised total will be shown.

Try the following solutions:

• Use only one discount code per transaction. Multiple discounts codes at the same time are not available.
• Make sure to check if the discount code is applicable to products in your cart.

If you are still experiencing an error when inputting your discount code, please contact our Emma Care Representatives at support@emma-mattress.com.au with the discount code you're trying to use and let us know where the code came from as well.

We have different promotions on the website every sale season, and discounts are updated from time to time. You can also get exclusive discounts subscribing to our email newsletters at https://www.emma-sleep.com.au/subscribe-discount.