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

Top Questions

The Emma Original Mattress consists of three different layers: Breathable and bouncy eco-friendly foam on top with an open-pore cell structure that enables pleasant air circulation while keeping you cool, even on warm nights. Pressure-relieving, zoning comfort foam in the middle that ensures optimum pressure relief and molds to the shape of your body. Supportive point-elastic foam on the bottom that provides your with support and adds to the durability of the mattress.
Emma smoothly combines high-quality materials to create a dream-like mattress that conforms to every body type. Through the combination of our extensive research and advanced foam technology, Emma allows you to get the comfiest sleep possible. The Emma Original Mattress offers comfort point-elastic caving that enables an ideal and unique fit for your body. As a result, your spine stays straight while at the same time offering you the necessary amount of support and comfort. The innovative eco-friendly top layer optimally relieves the individual body parts and guarantees a cooling effect while you sleep thanks to its breathability. The high quality foams used to make Emma are created in Germany. The processed materials are all fine, durable and produced at top quality facilities.
In the final step of production the Emma Original Mattress is vacuum-packed and rolled. It is then packed into a stylish box with dimensions of 38x38x110cm or 45x45x110cm. We ship throughout Singapore directly to your front door using our courier.
At Emma we believe it takes time to truly appreciate your new mattress so we recommend sleeping on it for a few weeks to realize the difference. We offer the option to test Emma for 100 nights risk-free. If the Emma Original Mattress is not perfect for any reason, we will pick it up and issue a full refund.
No, the Emma is a low-maintenance mattress that is able to lay on any surface. It doesn't matter whether it is lying on the ground, on a box spring or on a slatted bed base, the Emma is a mattress that fits every lifestyle. The most important thing is that the surface is clean and dry. You should have no problem using the Emma Original Mattress with a slatted frame.

100 Night Trials

It's simple. You can test all the Emma products for 100 days to decide whether or not you are satisfied with our product. If you realise that Emma is not right for you, simply contact our customer service team (support@emma-sleep.com.ph) to arrange a pick-up date and issue you a full refund. However, we do ask that you give yourself time to get used to your new mattress so we recommend testing Emma for at least 3 - 4 weeks before sending her back.
We believe that our mattresses provide an exceptionally relaxing and comfortable sleep to 99% of our customers. The mattress industry is aimed at confusing customers with excess supply, pushy sales tactics and high prices. We want to make sure your mattress buying experience is as simple and carefree as possible. That is why we offer our customers the chance to test the Emma Original Mattress for 100 days risk free. If you do not enjoy it, just simply e-mail us and we’ll pick it up free of charge.
It starts on the day of delivery. From the day you receive your Emma Original Mattress, you can test it risk free for 100 days.
When you want to return your Emma Original Mattress, simply email our customer service team and we will arrange the pickup of your mattress by our return partner at zero cost to you. You will receive a refund within 14 days of the pickup.
It is not necessary to keep the box or plastic packaging when returning your Emma Original Mattress. We would appreciate if the mattress is returned in good condition.
No, it doesn’t. We want you to have the best sleep possible and that should not include sleeping on noisy plastic. The Emma Original Mattress is vacuum sealed in plastic and roll packed for delivery to your home. Upon receiving your new Emma Original Mattress, carefully remove the plastic wrap using our handy cutting tool included in your welcome package. A guideline for how to properly unwrap your Emma Original Mattress is provided in your package as well. Within a couple of hours, your mattress will self-inflate and will be ready for you to sleep on.

10 Year Warranty

The trial begins as soon as you receive your Emma Original Mattress.
We offer a 10 year warranty on dimensional stability and durability of the core materials. For more information please check our Terms and Conditions.
Please contact us immediately so we can send you a replacement mattress, free of charge. You can send us an email to: support@emma-sleep.com.ph

About Emma Original Mattress

Emma smoothly combines high-quality materials to create a dream-like mattress that conforms to every body type. Through the combination of our extensive research and advanced foam technology, Emma allows you to get the comfiest sleep possible. The Emma Original Mattress offers comfort point-elastic caving that enables an ideal and unique fit for your body. As a result, your spine stays straight while at the same time offering you the necessary amount of support and comfort. The innovative eco-friendly top layer optimally relieves the individual body parts and guarantees a cooling effect while you sleep thanks to its breathability. The high quality foams used to make Emma are created in Germany. The processed materials are all fine, durable and produced at top quality facilities.
The Emma Original Mattress consists of three different layers:

Eco-friendly foam: breathable as it wicks away moisture and stops you from overheating. It’s also wonderfully bouncy, for sweet slumbers every night.

Pressure-relieving, zoning foam: ensures optimum pressure relief and molds to the shape of your body

Supportive point-elastic foam: provides durability and support
We worked long and hard to find the perfect composition for our Emma Mattress and have found the optimum balance between support and comfort. While most customers are very satisfied with the Emma Original Mattress, there are of course exceptions. That is why we offer our stress-free 100 night sleep trial so you can decide for yourself.
The Emma Original Mattress is available in a variety of sizes:

Single (190 x 90 cm)

Queen (190 x 150 cm)

King (190 x 180 cm)
The Emma Original Mattress is 25cm high.
Like all new products, the Emma Original Mattress has a slight "new" smell at the start. Since we exclusively use high-grade materials, this slight smell will wear off after the first few hours. Make sure the mattress is aired out in a well ventilated room.
The Emma Original Mattress is categorized as a medium firmness mattress, this offers more natural spinal alignment for the user as it has better zoning, making it ideal for people who struggle with back pain. On a scale of 1-10, with 1 being very soft and 10 being very firm, we rate the Emma Original Mattress a 6-7.
Yes, the Emma Original Mattress is 100 % vegan and does not contain any animal based materials. Unfortunately the mattress is inedible.
Our mattress comes directly from the factory to you. We skip the elegant showrooms and fussy salespeople in order to save you time and money. We skipped on the frills in order to give our customers a lower - and fair - price without skimping on quality.
You can easily wash your Emma cover. You just open the zip and separate the top from the bottom part. Treat your Emma like your favorite shirt, by washing both, the top and bottom part, at 60°C in the washing machine. Because of the special fibre used in the cover with the high dampness releasing function it will only be a little clammy coming out of the machine. You can also wash single stains off by hand with a gentle washing detergent.
The Emma Original Mattress consists of three different layers: Breathable and bouncy eco-friendly foam on top with an open-pore cell structure that enables pleasant air circulation while keeping you cool, even on warm nights. Pressure-relieving, zoning comfort foam in the middle that ensures optimum pressure relief and molds to the shape of your body. Supportive point-elastic foam on the bottom that provides your with support and adds to the durability of the mattress.
No, it is not a medical device.
The Emma Original Mattress shouldn't be left rolled up in the box for more than two weeks after delivery as this may damage your mattress.

Using Emma Original Mattress

Yes! The Emma Original Mattress is suitable and safe to use with an electric blanket.
We understand that needs vary by individuals so we offer a 100 night trial to test the Emma Original Mattress risk-free. That way you can decide if it is best for your situation.
Flipping your Emma Original Mattress is not necessary and the white top-cover and breathable eco-friendly foam layer should always remain on top. The three-layer build-up form serves as an especially long lived function of support, so the usual flipping of the mattress isn’t necessary. The special breathability and open-cell character of the core materials provide a self-contained ventilation system, keeping the mattress aerated.
No! The Emma is a low-maintenance mattress. It is able to lay on any surface. It doesn't matter whether it is lying on the ground, on a box spring or on a slat frame, Emma is a mattress that fits every lifestyle. The most important thing is that the surface is clean and dry. The only thing we recommend is that the slats are not further than 5cm apart.
Because the Emma Original Mattress already comes with a very soft and durable cover you do not need to purchase any additional mattress protection. A mattress topper, a mattress pad or a mattress protector is not necessary. Emma's cover can be washed easily in your washing machine. If you still wish to add your own cover, any standard bed/mattress cover will fit .
Yes, the Emma Original Mattress fits on any bed frame.

Discounts

You can use your coupon in the last step of the order process. Just enter the code in the field below the total price. Click on 'apply coupon' and the revised total will be shown.
If you experience an error when inputing your discount code, please contact us at support@emma-sleep.com.ph.
Yes, you are able to use the friend referral, the newsletter and any other discount codes at the same time.

Payments

You can pay securely using Mastercard, Visa, Manual Bank Transfer, Virtual Bank Transfer and *e-Wallet. Your credit or debit card data is encrypted via a safe SSL-method.​ *e-Wallet options only available at Singapore, Indonesia and Malaysia. Later, it will change to GoPay/GrabPay.
Sorry, 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.​ Check Emma products on your favorite marketplaces for other payment methods:​ Lazada: (Linked to Emma LazMall)​ Shopee: (Linked to Emma Shopee Mall)​
We do not recommend bank transfer using foreign bank account. Using (the country) bank account would be the safest and the fastest way to submit your payment.​
Mastercard, Visa, Virtual Bank Transfer, and e-Wallet will be automatically confirmed by our system.​ While for manual bank transfer, it will take within 1x24 hour for Emma team to check and confirm your payment.​

Manage My Order

After purchasing your mattress, please contact the customer service team for all changes that are needed including address change, mattresses size changes, payment changes, cancellation, or delivery dates. You can reach us at support@emma-sleep.com.ph
After purchasing your mattress, please contact the customer service team for all changes that are needed including address change, mattresses size changes, payment changes, cancellation, or delivery dates. You can reach us at support@emma-sleep.com.ph.
If you would like to cancel your order, our customer service team will be happy to help you. Simply contact us via e-mail (put your order number in the subject line).
If you would like to contact us, please feel free to email our support team at: support@emma-sleep.com.ph.

Delivery

Shipping and return costs are free. We want you to happily await your new Emma Original Mattress without concern for pesky shipping costs.
The estimated delivery time can be looked up under “order”. Please take into account that your order will be send to our production team once full payment is received and your order will be delivered within the prescribed delivery time. Depending on the payment method this can take a couple of days.
Each Emma product will be sent separately. You will receive a tracking number and confirmation email for each parcel.
After purchasing your mattress, please contact the customer service team for all changes that are needed including address change, mattresses size changes, payment changes, cancellation, or delivery dates. You can reach us at support@emma-sleep.com.ph.
After purchasing your mattress, please contact the customer service team for all changes that are needed including address change, mattresses size changes, payment changes, cancellation, or delivery dates. You can reach us at support@emma-sleep.com.ph.
Customers will receive an email when the mattress is ready to leave the local warehouse. A tracking number and link tracker will be attached in the email to help the customers see live updates on their Emma Mattress' shipment process.

When a customer receives the order, an email for delivery confirmation will also be sent to them. For delivery inquiries, you may contact support@janio.asia
It is possible to delay your delivery, however it is not possible to choose a specific date. The date you select for the delay your order option is the date in which the order gets processed. Therefore, if you want to place an order now and receive it in the future, you can choose a later dispatch date and your order will arrive with you several working days from the date selected!
As soon as your mattress is dispatched you will be sent tracking information via SMS to let you know exactly when you will receive your Emma Original Mattress.
It’s one of payment methods that Emma Sleep offers to our customers where the payment is made on delivery.​
Follow these steps to use Cash-on-Delivery as your payment method:

1. Tap on “Cash-On-Delivery” at our checkout page

2. Proceed your order​

3. Whilst waiting for our courier to deliver your package right at your doorstep, you may relax. However, be sure to prepare the money.​

4. You should hand in the cash to our courier before you unbox the package​

5. If you decline the payment or you are not present during the delivery *within 2x in 60 days period, your package will be cancelled and returned to our warehouse​​
Emma Sleep is working together with:

1. XXX

2. XXX

For more information regarding Cash-on-Delivery, please contact our partner at support@janio.asia

Receiving the Product

We hope that every customer receives their welcome pack but we understand that packing mistakes can happen. If you happen to experience this, please contact customer service via e-mail.
In the welcome booklet, you will find information on how to unbox the Emma Mattress, along with other FAQ´s and information.
The Emma Mattress is packed with convenience in mind. Just unbox, roll the mattress out, remove the plastic wrap, and you're ready for sleeping!
In order to experience optimal comfort, we recommend that the mattress is not left in the box any longer than 2 weeks.
You can sleep right away but we recommend waiting up to 2 hours for the mattress to become fully expanded.
After purchasing your mattress, please contact the customer service team for all changes that are needed including address change, mattresses size changes, payment changes, cancellation, or delivery dates. You can reach us at support@emma-sleep.com.ph.
Please contact the customer service team for all changes that are needed including address change, mattresses size changes, payment changes, cancellation, or delivery dates. You can reach us at support@emma-sleep.com.ph. Please note that the mattress does inflate in both width and depth. This means that the mattress can initially look like a smaller size whilst it is vacuum packed. Please remove the vacuum packing and watch the mattress inflate to the correct size before your eyes!

Returns

When you want to return your Emma Mattress simply e-mail our customer service team and we will arrange for a pickup at zero cost to you.
After we initiate a return for you, one of the collection companies we work with will contact you via telephone within 5-7 business days to organise a suitable date for collection.

Refunds

As soon as the return has arrived at our warehouse after pickup, we will then issue your refund. Please bare in mind that the refund may take up to 2 weeks to process depending on the payment method you used.
Please contact customer service to check the status of your refund via our customer support email: support@emma-sleep.com.ph

Unpacking

It's easy to unpack your Emma mattress so it's ready for use:

1. Place the mattress box near your bed frame or the clear space where you'll be placing the mattress.

2. Open the top of the box and tilt it until it's laid out horizontally on the floor. You can then carefully pull the vacuum-packed mattress out.

3. Use scissors or the included cutter to cut open the first layer of plastic. Make sure that the clear space around you is enough for the unrolled mattress to be laid flat. You can also choose to unroll the mattress on top of your bed frame.

4. Once the mattress is fully unrolled, slit open one side of the last layer of plastic around the mattress itself to let air inflate the mattress.

5. While the mattress is inflating itself, you can slowly slide off the last layer of plastic. While you can use the mattress during the mattress without it during the 100-night trial, we ask that you keep it until your trial ends.This is because in the event that you wish to return or replace your mattress, our courier requires that it be wrapped in plastic.

6. It takes 20 minutes for the mattress to inflate enough for use. Any large or visible dips that result from storage in the warehouse should also inflate and decompress after 2 hours.

7. You should now be all set to unwind and stretch out on your beautiful, new mattress.

You can also find a video tutorial on how to unpack your mattress at https://youtu.be/BInK_ARfhHo.
Your Emma Original should inflate enough that it's ready to sleep on after a couple of hours. However, it may take up to 48 hours for the mattress to inflate to its full height and width and remove all the dips in the mattress.
The welcome package is a booklet where you will find information on how to unbox the Emma Mattress. There's also other FAQs and information that you may find useful.

We hope that every customer receives their welcome pack but we understand that packing mistakes can happen. If you happen to experience this, please contact customer service via e-mail.
We recommend that the mattress is not left, unpacked, in the box for longer than 2 weeks.
Please contact the customer service team at support@emma-sleep.com.ph so we can assist you further. The mattress does inflate in both width and depth after 24-48 hours. This means that the mattress can initially be a smaller size while still vacuum-packed or before it fully inflates.

Refer-A Friend

Accessing Your Account

You can easily create a customer account when ordering. Just check the box that says, "Yes, I want to create an account". Or you can go to the bottom of the website and click Sign In or Out and then you can create an account using your order number.
Please use the 'Forgot Your Password?' option located on the login page on our website. It will walk you through resetting your password.