Can I return a mattress after 6 months of use?
You can return the mattress within the warranty period, but issues like cracks or hollows must be reported within 6 months to qualify for a replacement. After 6 months, it may not be covered under warranty.
How do I start the return process?
To start the return process, email the customer service team. A free pickup will be arranged at no cost to you.
What is covered under the 10-year warranty?
The 10-year warranty covers permanent sagging or dips greater than 2.5cm and cracks or hollows in the foam. Issues must be reported within the first 6 months for cracks or hollows to be considered a manufacturing fault. The warranty does not cover regular softening after use.
What documents are needed to process a return or refund?
To process a return or refund, two documents are required: an official donation or disposal receipt with the mattress size, and a picture of the mattress being turned over to a third party.
Where can I find the tracking details for my Emma order?
Once your order has been shipped, Emma sends a tracking number by email. Use this number on the courier’s tracking service to check the delivery progress.
How should I clean my Emma mattress cover?
The removable mattress cover can be machine-washed at 60°C. Unzip the cover, wash the separate parts and allow them to dry properly before putting them back on the mattress.
Can small stains on the mattress cover be cleaned by hand?
Yes. Small marks can be gently hand-washed using a mild detergent. For a full clean, the removable cover can be washed in a washing machine at 60°C.
Does the Emma bed frame require assembly?
Yes. The bed frame is delivered unassembled. A manual with clear instructions is included to help you put the frame together at home.
When should I expect my Emma order to arrive?
Delivery usually takes 1–3 business days in NCR, 3–6 days in Luzon, 5–8 days in Visayas, and 8–11 days in Mindanao. Delivery times can vary depending on the location and order.