As soon as your payment is confirmed, you will receive your order confirmation email. Please note that payment verification can take up to 2 days, depending on your chosen payment method. Therefore, your order confirmation email may also take up to 2 days to reach your inbox.

Thank you for choosing Emma!

You can sleep right away but we recommend waiting up to 2 hours for the mattress to become fully expanded.

We're sorry to hear that you're considering canceling your order, but our customer service team is here to assist you. To proceed with the cancellation, please contact us via the chatbot option. You can find the chatbot in the bottom right corner of your screen, and our team will guide you through the process.

We’re happy to help!

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

Sorry to hear that you ordered the wrong size, but don't worry—our customer service team is here to assist you! We will need to cancel your current order, and you will receive a full refund to your original payment method. After that, you can place a new order with the correct size.

To proceed with the cancellation, please contact us through the chatbot, located in the bottom right corner of your screen. Our team will be happy to guide you through the process.

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. Remove the vacuum packing and watch the mattress inflate to the correct size before your eyes!

The Emma mattress takes up to 2-6 hours to fully inflate. Please also note it is not entirely uncommon for the mattress to not 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 an extra couple of days for them to reach the optimal height. If this is not the case, please reach out to our Customer Service team via the ChatBot function in right bottom of the page.

The depth of the Emma mattress is 25cm deep.

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! The Emma mattress is suitable and safe to use with an electric blanket.

Flipping your Emma mattress is not necessary and the white top-cover and Airgocell® 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 7.5cm apart.

You can easily wash your Emma Mattress Protector. Therefore, you just open the zip and separate the top from the bottom part. Treat your Mattress Protector like your favorite shirt, by washing both, the top and bottom part, at 140°F in the washing machine. Because of the special fiber 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.

Our Emma mattresses are mostly categorised as medium firmness. However, industry testing and customer reviews have made it clear that our Emma original is a slightly softer model in comparison to the Emma premium.  As the Emma Premium is a slightly firmer model, this offers more natural spinal alignment for the user as it has better zoning, making it ideal for people who struggle with back pain.  However, if you do struggle with joint pain, maybe Emma original softer feel could be more beneficial for you.  On a scale of 1-10, with 1 being very soft and 10 being very firm, we rate the Original as 5 (soft-medium) and the premium at 6.5 (firm-medium).

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 mattress, there are of course exceptions. That is why we offer our stress free 200-day sleep trial so you can decide for yourself.

Emma premium mattress consists of 5.5cm foam layer, with a 12.5cm pocket-spring core above, topped by additional layers of memory foam and a bit more foam. The deep springs in the mattress allow for even more breathability during warmer nights, helping you keep cool while you sleep.  On a scale of 1-10 with 1 being the firmest, we've classified this mattress as a 4.4, or medium firm. It's a no-flip mattress, but you’ll need to rotate it regularly, once a month for the first 6 months, then every 3 months after that. This bed-in-a-box foam mattress is delivered vacuum-packed, directly from our production facilities to your door.  It comes with a lengthy 200-night trial period and a 10-year guarantee. If you decide you don’t like it within the trial period, you can send it back free of charge for a full refund.

We believe that our mattresses provide an exceptionally relaxing and comfortable sleep to 99% of our customers. 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 mattress for 200-days risk free. If you do not enjoy it, just simply contact us via chat and we’ll pick it up free of charge.

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

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. Emma mattresses offer 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 Airgocell® layer boasts a gel-like structure that 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 right here in UK.

"The Emma mattresses are available in a variety of sizes:

Single (90 X 190 cm)

Small Double (120 X 190 cm)

Double (135 X 190 cm)

King Size (150 X 200 cm)

Super King Size (180 X 200 cm)"

Like all new products, the Emma 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.

Yes, the Emma Mattresses are fire retardant.

Our mattresses come 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.

No, the Emma mattress is not a medical device.

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

We understand that needs vary by individuals so we offer 200 days to test the Emma mattress risk free. That way you can decide if it is best for your situation.

Because the Emma 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 mattress fits on any bed frame.

Emma Original consists of three different layers. The Airgocell® foam (3 cm) has an open-pore cell structure and enables pleasant air circulation while keeping you cool, even on warm nights. Visco-elastic memory foam (2 cm) ensures optimum pressure relief and moulds to the shape of your body. The cold foam (19 cm) is the foundation and the support for the mattress.

The Emma Hybrid consists of four different layers. The Airgocell® foam (4 cm) has an open-pore cell structure and enables pleasant air circulation while keeping you cool, even on warm nights. The layer of conical pocket springs (2 cm) is optimised to balance out pressure disparities. Visco-elastic memory foam (3 cm) ensures optimum pressure relief and molds to the shape of your body. The cold foam (16 cm) is the foundation and the support for the mattress.

The Emma Original Hybrid it's our most innovative hybrid mattress. The mattress core consists of: breathable and adaptive Airgocell® foam, pressure-relieving visco-elastic memory foam, a layer of supportive and stabilizinging cold foam, breathable and supportive pocket springs

All sizes of Emma Original Hybrid have a depth of 25cm.

If any part of your bed is damaged or broken, please contact our customer service team 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 clear a picture of the damaged part or specify the missing part using the assembly instructions as 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! Please see our assembly video above or the brochure included in your delivery.

No, the bed does not come with a mattress included. However you can always add one of our award-winning mattresses to your purchase!

The Emma Original bed is designed to support your mattress without a foundation or box spring base. The foam and fabric encased base is designed to provide a stable and easy to assemble surface for your mattress, and our FlexiSlats ensure ultimate pressure relief.

The Emma Original bed is supplied with a slatted frame that is matched to the bed and ensures ultimate support. If you still want to use a different frame, it is possible, but depends on the model/design of the new frame. Please note that replacing the frame will void the warranty.

Once you have successfully completed the payment, you will be shown a confirmation page from Emma and you will receive an order confirmation by email. In this email you will find details of your ordered products, your shipping and billing address and confirmation that the payment was successful.

If you see a message or page indicating the payment has failed, the payment didn´t get through and the order was not confirmed. We ask you to try again with the same payment method or use one of the other options available. If you see the order confirmation page but don't receive an email, please double check on the order confirmation page that you've spelled your email address correctly - it's also worth checking your junk mail. If you've checked and you're still unsure, please contact our customer service who will be happy to look into this for you.

We accepts a variety of payment methods in our online store. You can choose between:

Credit and debit card (Visa and Mastercard)

Paypal

Dividebuy (interest free credit): You can split the cost for 3, 6, 9 or 12 months depending on the application. Divdebuy gives you an instant credit decision. There are no hidden fees or penalties for paying off an order early. DivideBuy is the trading name of Rematch Credit Limited, which is registered and trading at First Floor, Brunswick Court, Brunswick Street, Newcastle-under-Lyme, ST5 1HH.

We accept Dividebuy as a payment method to pay later. Please remember to spend responsibly - sometimes deferring or splitting payments is not always the best option:

After you have added the products you want to your shopping cart and applied a discount code, you can proceed with your order by clicking the "Proceed to Checkout" button. You will be guided through the order process in several steps (shipping & billing address, shipping information, payment method).

In the last step, select the payment method Dividebuy. You will be redirected to Dividebuy where you can choose the installment period. Available are 3, 6, 9 or 12 months. You need to fill out additional personal information like your date of birth and annual income. For security reasons, Dividebuy checks whether your number belongs to you and sends you a quick text to confirm.

You need to complete your credit application. DivideBuy uses a third-party credit reference agency, TransUnion, to perform a full credit check when completing an application. This is known as a hard search and will leave a footprint on your credit file and is visible to other lenders. This could impact your credit score. Please read the terms & conditions and check your credit sale agreement. Click on “Agree and Pay”.

Complete your purchase by inserting your payment card details. You may be redirected to a 3DS page where you need to authenticate your identity. Your bank will send you a code via SMS, email or push notification in their app to confirm the payment. That authentication step is called 3D Secure (3DS) which is commonly known by its branded names Visa Secure and Mastercard Identity Check.

Once you have successfully completed the payment, you will be shown a confirmation page from Emma and you will receive an order confirmation by email.

We accept Mastercard and Visa credit and debit cards. Paying with your credit or debit card is easy:

After you have added the products you want to your shopping cart and applied a discount code, you can proceed with your order by clicking the "Proceed to Checkout" button. You will be guided through the order process in several steps (shipping & billing address, shipping information, payment method).

In the last step, select the credit card payment method and fill in the following information:

After the last step on the Emma website, you may be redirected to a 3DS page where you have to authenticate your identity. Your bank will send you a code via SMS, email or push notification in their app to confirm the payment. This authentication step is called 3D Secure (3DS) and is known by the brand names Visa Secure and Mastercard Identity Check. You can find more information by searching for "strong customer authentication" in our FAQs.

Once you have successfully completed the payment, you will be shown a confirmation page from Emma and you will receive an order confirmation by email.

Paying with Paypal is easy. After you have added the products you want to your shopping cart and applied a discount code, you can proceed with your order by clicking the "Proceed to Checkout" button. You will be guided through the order process in several steps (shipping & billing address, shipping information, payment method).

In the last step, select the payment method Paypal. You will be redirected to Paypal. Log in to Paypal or ontinue without a Paypal account. Select your PayPal balance or one of the other available options linked to your PayPal account and confirm the payment.

Once you have successfully completed the payment, you will be shown a confirmation page from Emma and you will receive an order confirmation by email. You will also receive a confirmation of the successful payment from Paypal by email.

We work with independent payment service providers. Therefore, Emma has no control over why your payment was declined. Here are some tips on what to do if an error happens during the payment process.

A payment could be declined by our fraud detection system. If a payment is attempted too many times in a short period of time, this can trigger these security measures and cause the payment to be declined. This happens, for example, if you have tried with several cards or if you have tried to pay with Paypal several times and then try again with your credit card.

We use such a fraud detection system to protect our business and you, the customer, from various types of fraud such as bot attacks, account takeovers or identity theft. We understand that a declined payment can be frustrating for you.

If this is the case, please wait up to 24 hours before trying again with the same or a different payment method. More details on why a payment was declined for a specific payment method can be found below.

At Emma, we want to help ensure the security of everyone we do business with. One way we do this is to prevent the unauthorized use of cards - especially online when we can’t see a physical card. As a Mastercard / Visa cardholder, your transaction is secured by the respective company.

Strong customer authentication (SCA) is a requirement under the European Union's (EU) Payment Services Directive 2 (PSD2) for certain types of online payments. SCA requires that customers provide two or more independent pieces of authentication information, such as a password and a fingerprint or a PIN and a one-time code sent to their phone, to confirm their identity before making a payment.

Learn more about how it works at Mastercard or Visa.

What is the benefit? 

Through this program you have an added layer of protection that helps to prevent the unauthorized use of your card while shopping online. This service helps us know you’re really you and most importantly it protects you from fraud.

Does this service cost me anything? 

No. There are no costs associated with this service.

Can I use both credit and debit cards? 

Yes! This service was designed for both credit and debit cards when shopping online with us. When you use your debit card, your online transaction experience will be similar to a credit transaction.

I see the Mastercard or Visa logo when I’m going through the extra check. What’s this about? 

If you do encounter this extra verification step, these companies helps route information to your financial institution so they can can verify your identity. The logo is there to give you peace of mind that the transmission is secure and reliable.

A card payment may be declined for several reasons. If your payment has been declined, check whether one of these most common reasons could apply:

3DS authentication not completed within 15 minutes. The payment has expired due to inactivity. Please try again with the same card or use a different one.

Insufficient funds. The payment has been declined by your bank. Please try a different card or contact your bank for further support.

If your payment was declined, you may need to:

Make sure the card has been activated.

Double check the inserted card number, expiration date and security code.

Ensure that 3D Secure (Visa Secure or Mastercard Identiy Check) is enabled for your card.

A payment with Paypal may be declined for several reasons. If your payment was declined, you may need to:

Confirm the email address associated with PayPal.

Update the expiration date or billing address associated with your credit or debit card.

Confirm your credit or debit card so we know you’re the card owner.

Go through a security check so we can confirm your identity.

Resolve a limitation placed on your account.

If none of the above apply or if you continue having issues with your payment, you can also try:

Changing your payment method at checkout. If you only have 1 payment method linked to PayPal, you’ll first need to add another payment method. You can add a debit or credit card, or add a bank account. 

Contacting your card company or bank for more information. To protect your privacy, your card issuer or bank doesn't tell PayPal why your card was declined. If you’re still unable to make a payment, contact them directly for details.  

More details can be found here: https://www.paypal.com/uk/smarthelp/article/why-was-my-payment-declined-faq3039

We’re sorry that your application was declined. Unfortunately, we have no influence over the credit decision and we’re unable to find out why your application was denied. DivideBuy is not permitted to share application information with us. However, make sure you meet the requirements for using Dividebuy. To use Dividebuy, you must:

be aged between 18 and 100 years old 

be a permanent UK resident

have an accepted credit/debit card

have a valid UK mobile telephone numberhave a valid email address

We have several key measures in place to ensure only you can place an order and with your payment information and this sensitive payment information is secure at all time:

Customer authentication: Strong Customer Authentication (SCA) is used to confirm the cardholder´s identity before making a payment. SCA requires that customers provide two or more independent pieces of authentication information, such as a password and a fingerprint or a PIN and a one-time code sent to their phone.

Tokenization: In tokenization, the cardholder's sensitive payment information, such as their credit or debit card number, is replaced with a unique, encrypted token. This token is then used in place of the actual payment information, so that the sensitive information is not transmitted during the transaction. Tokens are more secure for payments because they do not contain the sensitive information that is being protected. Instead, they are a random string of characters that have no inherent value. This means that even if a token is intercepted by an unauthorized party, it cannot be used for fraudulent purposes at any other store.

Compliance with industry standards: Payment processors which are compliant with industry standards, such as PCI DSS (Payment Card Industry Data Security Standard) are used to ensure that a high level of security for customers' information.

Encryption: SSL, or Secure Sockets Layer, is a security protocol that is used on our checkout page to encrypt sensitive information as it is transmitted over the internet.

No, there are no transactions fees involved in making a payment on the Emma website. The price you see is the price you will pay, and you will not be charged any additional fees by us or by our payment provider.

Please note that other types of charges such as international transaction fees if you are shopping outside the UK or charges levied directly by the payment method are still possible. These fees are charged directly by your bank or by the payment method used and are outside of our control. More details can be found in the terms and conditions of your bank or the payment service provider.

Creit or debit card payments are completed in two steps:

Authorizing a payment means that the payment provider verifies your bank account has enough funds to cover the transaction, but the funds are not actually transferred at that time. This is done by temporarily placing a hold on the funds, without actually transferring them. If the authorization is successful, the order will be created and we will start processing this order.

Charging a payment happens, when the transaction is submitted for settlement and the funds are transferred from your bank account to our Emma bank account. The charge normally happens 24 hours after the authorization.

Sometimes, depending on your bank, both transactions may appear on your bank statement for a certain period of time. You can be assured that your card has only been charged once and the temporary authorisation will either disappear from your statement or you will see a reverse transaction.

In summary, authorization is the process of verifying that the customer has sufficient funds available, while charge is the process of actually transferring the funds from the your bank account to our Emma account.

You can enter the discount code in the cart or during the checkout process. Click on “Add Discount Code” and enter the code. Click on “Apply” and the revised total will be shown.

Yes. This is possible in some cases. Please read our Terms & Conditions, to find out whether your discount code can be used with other codes and offers.

If you experience an error when entering your discount code, please contact our customer service team. So that we can process your request as quickly as possible, please provide us directly with the discount code you tried to apply.

As long as the code was valid at the time of ordering, all you need to do is to contact our customer service team and provide us the discount code together with your order number. We'll then refund the amount back to you.

At Emma, invoices are issued once your order is shipped to you. Keep an eye out for your delivery confirmation email, as your invoice will arrive shortly after.  

The estimated dispatch time frame can be looked up under “order”. Please take into account that your order will be sent to our production team once full payment is received and your order will be dispatched within the prescribed dispatch time frame. Depending on the payment method this can take a couple of days.

Depending on your location and products ordered, one of our delivery partners, UPS, DPD or Rhenus, will deliver your goods. We strive to dispatch within the time frame provided at checkout. However, the specific time window for delivery will be provided by the delivery company and we will not reimburse working hours spent waiting for the parcel to arrive.

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

Please check Order Status | Emma - The Sleep Company (emma-sleep.co.uk) for more information.

Your Emma mattress is rolled, vacuum-packed and then shipped directly from our factory in the UK to your doorstep. All Emma mattresses are brand-new and waiting to be delivered to you. We ship with UPS, DPD and Rhenus. 

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 are able to follow the progress of your delivery. 

If you are not able to 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).

We understand that plans can change, and you may need to adjust your delivery date. While we will do our best to accommodate your request, please note that we may need to contact the carrier directly to inquire about rescheduling.

However, changes to delivery dates are subject to the carrier's logistical planning and availability, and unfortunately, we cannot guarantee that it will always be possible to alter the delivery date.

If you would like us to request a change, please contact our customer support team as soon as possible, and we will work to assist you.

After you've finished your purchase on our website, here's what you can expect next:

1.    Order Confirmation 

Woohoo, your purchase is complete! You'll receive an e-mail at the address you provided with all the details. This e-mail is proof that your order's been logged in our system.

2.    Payment Received

As soon as your Emma order hits our system, we'll check the payment method you used to wrap up the purchase. This step can take up to 2 days, depending on the method. What if there's a hiccup with the payment? No worries! You'll get an e-mail explaining what happened and asking you to place a new order, using a different payment method.

3.    Order Preparation 

Once we've confirmed payment for your order, your request goes to our warehouse, and that's where the magic happens. We'll get everything ready so you can receive it at your place in no time.

4.    Order Ready for Dispatch 

When your Emma is all set and snug in its packaging, the carrier will come to pick it up. At that point, you'll get an e-mail with a nifty tracking link so you can follow every step of your delivery. Curious about which couriers Emma works with? Stay tuned, we're about to tell you!

5.    Order on Its Way 

Now, your order's in the safe hands of the courier, just a hop, skip, and a jump from your home! As soon as your Emma products arrive, the carrier lets us know, and you get an e-mail confirming the delivery. Then your trial adventure begins, so you can make the most of our products.

How do I know exactly when my order is arriving? That info's in the hands of the delivery companies: Rhenus, DPD and UPS. You'll get updates directly from the courier and can find the right info on the courier's portal. Keep an eye out!

6.    Enjoy! 

Get the most out of your new Emma products! We want to be part of your best nights' sleep, and we can't wait to hear what you think! Tell us everything; we want your feedback. We'll be sending a survey shortly. Watch this space!

This is the amount of time it takes from when you order the product to when it is sent out from our warehouse. Please note that this is not the delivery time. Once your order is dispatched, you will receive an email with the tracking link. The tracking link will provide with more information on when the delivery will take place.

Standard shipping and return costs are free. We want you to happily await your new Emma mattress without concern for pesky shipping costs.

We do not bring the Emma mattress to your room, it is your personal space after all.

Delivery takes place to the first door of the building and you will see how easy it is to remove it from the plastic, everything is explained in our little manual and the process is super simple.

Currently we do not ship to the Channel Islands.

Yes, we deliver in the Republic of Ireland, Please check and order from our Ireland website www.emma-mattress.ie .

Yes, all Emma mattresses are shipped in conveniently sized boxes. The dimensions of the box are 45x45x100cm, so the box should comfortably fit into almost all car boots.

For inquiries or assistance with your delivery, here are the contact details for our trusted carriers:

• DPD: Reach out to DPD Customer Support here.
• Rhenus: Contact UPS Customer Support here.
• UPS: Reach out to UPS Customer Support here.
• Other Carriers: If you're using a carrier not listed, kindly refer to your shipping confirmation email or visit the official website for their contact information.

Feel free to connect with the carriers directly for prompt and professional assistance regarding your delivery-related queries or concerns.

If you want to return your Emma mattress that is within the trial period, simply use our self-service returns portal to arrange a pickup at zero cost to you. 
Go to returns-portal. Emma Product Returns | Emma - The Sleep Company (emma-sleep.co.uk) 

You just need to submit your return request before your trial period has ended. Then, we will arrange a date for your pick up as soon as possible. Please note that we are only able to issue refunds, once your items have been returned to us.

It is not necessary to keep the box or plastic packaging when returning your Emma product. We understand the hassle of repacking, so we've got you covered. Our return process is designed to make it as easy for you as possible. Simply leave the repacking worries to us – you can focus on what matters most to you. We would appreciate if the mattress is returned in good condition.  

It is not necessary to keep the box or plastic packaging when returning your Emma. We would appreciate if the mattress is returned in good condition.

You can initiate a return via Emma Product Returns.

If your return requires a pick up: Our dedicated customer support team will promptly reach out to assist you. Our team will make sure that we have all the information needed and share your details with one of collection companies we work with. After that, please expect a call or email from one of our trusted carriers within 2-3 working days. 

If your return requires a drop off: After receiving a DHL label by email, you will need to take your Emma product to the drop-off location. You can find the nearest DHL location here: DHL service point locator.

After you've received a DHL label for your return, simply click on the following link to find the nearest DHL drop-off location: DHL Drop-off Locator. This will help you conveniently drop off your return package at the nearest DHL facility.  

No, the old mattress removal service is currently not available.

If you purchased your Emma mattress from a third-party retailer, please contact the retailer directly for information on their return process. Our return portal is designed for purchases made directly through Emma website. 

The initiation of the refund depends on the shipment status of your product:

    If the product is not shipped yet and the cancellation at our warehouse is still possible, we start the refund once the cancellation is confirmed.

    If the product has already been shipped or delivered, we will start the refund as soon as the product is back in our warehouse.

We will usually refund the amount to the originally chosen payment method. The refund process differs slightly depending on the payment method. More details on the process by payment method can be found below, in the next FAQs.
If you would like to check the status of your refund, please contact our customer service via the ChatBot in right bottom of your screen.

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 Acquirer Reference Number (ARN) 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.

Once the refund has been initiated by us, the Dividebuy team will process your refund and inform you by e-mail when it is complete. This can take between 3-10 working days to process. Upon receipt of the notification email, it usually takes 3-5 working days to reach your bank account (depending on your bank).

The remaining instalments will be cancelled and the amount already paid will be refunded to you within a few days. If you return part of your order, the remaining instalments will be reduced by the returned amount in equal parts. If the amount returned is greater than the remaining instalments, Dividebuy will refund the difference.

For any questions related to your Dividebuy order, please contact DivideBuy directly here.

It’s simple. You can test the Emma mattresses and beds (e.g., Divan and Signature beds) for 200 nights to decide whether you are satisfied with our product or not.  While our mattress protectors and cloud duvets come with a 14-day trial period, you can try our pillows and weighted blankets for 30 nights. If you are looking to try our mattress toppers, you can avail of our 100 nights trial. 

Ultimately, if you realise that Emma is not right for you, simply use our Returns Portal and we will arrange a pick-up date and issue you a full refund. However, we do ask that you give yourself some time to get used to your Emma products before sending them back.

Nights Trial - Emma Products | Emma - The Sleep Company (emma-sleep.co.uk)

The trial period starts from the moment you receive the product at your home. From then on, you have up to 200 trial nights* to try out your Emma. All you have to do is take it out of its packaging and start having the best nights of sleep.

* The trial nights vary for each product. To check the trial night for the Emma you want to purchase, simply visit the product page.

If your Emma has a defect and the product is still within the warranty period, you can activate it.

To do this, simply access our website and contact us through our chat, and one of our sleep specialists will be able to assist you.

We offer warranty on dimensional stability and durability of the core materials. 

Guarantee - Emma Products | Emma - The Sleep Company (emma-sleep.co.uk) 

For more information, please check our terms and conditions.

You can contact customer service by using the chat option in the right corner!

Download the instructions of your new Emma bed here: Digital Booklet | Find Emma Products Instructions online (emma-sleep.co.uk)

Discover essential post-purchase mattress care tips, including unpacking, unwrapping, care & protect tips here.