Question 1

How does the sleep trial work?

Accepted Answer

It's simple. You can test the Emma mattress for 100 days to decide whether or not you are satisfied with our product. If you realize that Emma is not the right mattress for you, simply contact our customer service team (support@emma-mattress.hk) or call us at +852 5808 0220 to arrange a pick-up. We will give you a refund for 100% of the purchase price.

However, we do ask that you give yourself time to get used to your new mattress so we recommend testing your Emma for at least 3 - 4 weeks before sending it back. You can apply for a refund 21 days after receiving the mattress, as it takes some time for your body to adapt to a new mattress, especially if you are more used to box spring mattresses. You can apply for a refund 21 days after receiving the mattress, as it takes some time for your body to adapt to a new mattress, especially if your body is more used to box spring mattresses. Please be reminded that 100-day trial is only applicable for Emma Original, Emma Hybrid and Emma Diamond, not inlcuding Emma One and other accessories, and only limited to one mattress per address.

Question 2

Terms and Conditions of the Sleep Trial

Accepted Answer

The 100-day trial period begins on the date of receipt.

The 100-day trial is only available in Hong Kong.

You can apply for a refund 21 days after receiving the mattress, as it takes some time for your body to adapt to a new mattress, especially if you are more used to box spring mattresses.

To request a return or exchange, please provide a valid order receipt (such as an invoice or order confirmation email).

If you want to change to a different size, when the price of the changed size is higher than the original purchased size, you need to pay for the difference; if the price of the replaced size is lower than the original purchased size, we will return the difference to you (the mattress must be unopened) .

Mattresses must be returned in good condition with no damage or stains. If the mattress is damaged due to improper use, we may refuse to accept the return request. We do not resell returned mattresses, all recycled mattresses will be donated to charity as much as possible.

If your order contains gifts, all gifts must be returned together. If the gift is not returned, the price of the gift will be deducted from the refund.

Each customer can only return or change mattress size once, and each delivery address can only return one mattress. If you have purchased multiple mattresses, we can only accept returns for one mattress. If you have ever returned or replaced the mattress, the 100-day trial period will no longer apply.

The return address must match the shipping address at the time of purchase.

The 100-day trial period is only available for Emma Original, Emma Hybrid and Emma Diamond mattresses.

The 100-day trial period does NOT apply to Emma One mattress, toppers, beds, pillows, and accessories.

The above terms are only applicable to the specified mattress products purchased online. Customers who purchase the above specified mattress products through Emma dealers can also enjoy a 100-day trial, but the details of the program depends on the retailer. Please beware of the individual retailer's terms and conditions.

Question 3

What happens to the gift if I want to return my mattress?

Accepted Answer

The gift shall be returned along with the mattress as well.. However, should you wish otherwise, please write to us at support@emma-mattress.hk or call us at +852 5808 0220 and inform us of your decision.

Question 4

Shouldn&#x27;t I first test the mattress in person before purchasing it?

Accepted Answer

We believe that our mattresses provide the perfect night's sleep for 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 mattress for 100 days risk-free. If you do not enjoy it, just simply call or email us and we’ll pick it up free of charge

Question 5

When does the sleep trial start?

Accepted Answer

It starts on the day of delivery. From the day you receive your Emma Mattress, you can test it risk-free for 100 days.

Question 6

Does the mattress have to stay in the plastic wrap during the trial?

Accepted Answer

No, it doesn’t. We want you to have the best sleep possible and that should not include sleeping on noisy plastic. However, please take a photo of the mattress label on the package in case you want to return the mattress. The Emma mattress is vacuum sealed in plastic and roll packed for delivery to your home. Upon receiving your new Emma mattress, carefully remove the plastic using a pair of scissors. A guideline for how to properly unwrap your Emma is provided in your package as well. Within a few minutes, your mattress will magically self-inflate and will be ready for you to sleep on.

Question 7

How can I return my mattress during the trial?

Accepted Answer

If you are unhappy with your Emma product, just contact our customer service at +852 5808 0220, via e-mail at support@emma-mattress.hk, or contact us on the chat option right here. We will arrange for a pickup and credit you the full refund once your Emma product has been picked up. The refund will be completed within appx. 14 - 30 business days depending on the payment methods.

Question 8

Terms and Conditions

Accepted Answer

100 Night Trial terms and conditions:

The trial period starts on the day you receive the mattress.
You are entitled to return the mattress after 21 days of the mattress arrival because it takes time for your body to get used to a new mattress.
A valid proof of order (e.g. The invoice or order confirmation email) is required for the return or exchange of the mattress.
If you wish to change the size of your mattress thereafter, we will charge you (if you would like a larger size) or refund you (if you would like a smaller size) the price difference. However, the change of size is only possible if the mattress has not been fully opened.
To be entitled to return, the returned mattress must be in a reasonably good condition. This means that the mattress should not suffer any damages or stains, otherwise refund may not be granted.
We only offer the 100 night trial to every delivery address in Hong Kong once. One delivery address only entitles to one mattress return, which means that in case of multiple mattresses purchase for one address, the address owner can only return one mattress. This also means that if a person has already bought and returned a mattress, the trial will not be offered again on his future purchases, even if he purchases another mattress model.
If you have receive a promotional gift along with your mattress purchase, the gift shall be returned as well, should you wish otherwise, please write to us at support@emma-mattress.hk or call us at +852 5808 0220 and inform us of your decision.
100 Night Trial is only applicable to Emma Original Mattress, Emma Hybrid Mattress and Emma Diamond Mattress.
100 Night Trial does NOT apply to Emma One mattress, toppers, beds, pillows, and accessories.
The above terms are only applicable to the specified mattress products purchased online. Customers who purchase the above specified mattress products through offline retailers can also enjoy the 100-day trial, but the terms of refund and return depends on individual retailers .