Frequently Asked Questions
Get to know more about Emma's products and services!
Welcome to the Emma Family!
Top 5 Questions Asked
Studies show that your body takes a few weeks to evaluate a mattress. With this, we prepared a 100 nights trial to provide you the full Emma Sleep Experience. In the unlikely event that the Emma mattress does not fit your body, we will pick it up free of charge and give you a full refund once approved by our quality assurance team.
No, shipping and return is free. Emma will shoulder the fees.
The cover uses special fibers and may be slightly moist after washing. Partial stains can also be removed by hand washing with a laundry detergent.
For Metro Manila area, delivery lead time is 1-2 weeks.
Other areas, delivery lead time is 2-3 weeks.
When the mattress is shipped from the warehouse, a shipping email will be sent to you. The tracking number of the delivery company is attached to the email so that you can check the delivery status one by one. For shipping inquiries, please contact our support team.
About Emma 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)
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 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.
Removable and washable, the top of the cover is made of 98% polyester and 2% elastane.
Thanks to its well-thought-out design, the Emma pillow provides optimal support for your head and shoulders. Thanks to its multilayer structure, it can be personalized according to your wishes. You can easily choose your favorite side. Choose between a softer side and a firmer pillow side for neck support. Your head will be supported on both sides of the pillow and your neck will have the support it needs thanks to the pressure distribution.
Each individual layer of Emma complies with the OEKO-TEX® 100 class 1 standard OEKO-TEX® , which corresponds to the highest level of OEKO-TEX certification.
The Emma Pillow is made up of 3 layers:
- Hypergel foam: It provides support for the head. This layer makes it possible in particular to reduce pain in the neck.
- Firm Foam: It's centrally located and supports you no matter how you lay your head on the pillow. This thickness of foam provides the back pressure necessary for ideal support.
- Viscoelastic Foam : It distributes the pressure in an ideal way. This material is the Emma pillow's secret weapon to make you feel comfortable no matter what position you adopt for sleeping.
The Emma pillow measures 70 x 40 cm. It weighs 1.2kg.
Yes, it is included in the 100 nights trial.
100 Nights Trial
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 realize that Emma is not right for you, simply contact our customer service team (email@example.com) 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 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 Years Warranty
The warranty begins as soon as you receive your Emma Mattress.
This warranty is valid from the date you receive your new Emma Original Mattress, and is valid for the first 10 years of use. Terms and conditions apply.
If you have a problem with your mattress that is covered in the 10 year warranty, please contact our customer service team and provide us with corresponding photos of the affected product and we will swap it with a brand new Emma Original Mattress. The warranty covers:
- Any permanent sags or dips that occur within your mattress despite correct usage. The indentation should be greater than 2.5cm and visible to the naked eye. This does not include standard softening of the mattress after extensive use and is only deemed faulty if a permanent indent is apparent.
- Any cracks or hollows in the foam of your mattress. These need to be reported within the first 6 months of receiving your mattress to be identified as a manufacturing fault and the onus of checking the product is with the purchaser. After this point, we are not be able to identify if this was a production error or created through improper use, which will invalidate the 10-year warranty for this type of damage.
- The mattress not inflating to the correct size once removed from its vacuum packaging. We work to the industry standard of a leeway of 2cm across the length, width and depth of the mattress. If the mattress has had a reasonable time to inflate (two weeks) and is not within these dimensions you will be entitled to an exchange of the mattress.
- Cover damage, including damaged zip or faulty stitching resulting from improper manufacturing. If just the cover is damaged, we reserve the right to send a brand-new replacement cover, rather than exchanging the mattress core which remains undamaged. The warranty does not extend to general wear and tear of the cover over its period of use.
Please contact us immediately so we can send you a replacement mattress, free of charge. You can send us an email to: firstname.lastname@example.org.
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 organize a suitable date for collection.
Afterwards, we will do a quality check to ensure the legitimacy of the returned item before proceeding with the refund process.
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.
1.1 Emma Sleep Products are only available for Purchase in the Philippines through the following outlets:
• Shopee Mall
• Lazada Mall
1.2 Emma Sleep does not authorize any resellers or individual traders other than those stated above. Emma Sleep reserves the right to prosecute and seek legal reparation from third parties who infringe the trademarks and copyrights belonging to Emma Sleep, and/or use fraud or misrepresentation to mislead consumers.
1.3 Emma Sleep reserves the right to publish a Blacklist of known unauthorized sellers or persons who, using fraud or misrepresentation, claim to be authorized representatives of Emma Sleep.
1.4 Emma Sleep’s return and refund policy, product warranty, and the rights granted to customers under the Terms and Conditions shall only be available to customers who purchase from unauthorized sellers.
1.5 Emma Sleep shall not be liable for damaged or defective Emma Sleep products purchased from unauthorized sellers. Customers who purchase from unauthorized sellers do so at their own risk, and shall have no recourse to Emma Sleep for any claims for return, refund, product warranty, and/or any other customer service.