Top Questions

You can reach our team at support@emma-sleep.co.nz. Our team is online every day from 11am to 8pm.

Alternatively, you can chat with us by clicking on the chat icon at the bottom right of your screen and we'll get back to you as soon as possible.

The Emma Mattress is vacuum-packed and rolled. So it is delivered to you in a box with dimensions of 38x38x110cm for the Single, King Single, and Double sizes. While the Queen, King, and Super King mattresses will arrive in 45x45x110cm boxes.

You can test the Emma Mattress for 120 days to decide whether or not you are satisfied with it. If you realize that the Emma mattress is not right for you, simply contact our customer service team at support@emma-sleep.co.nz. We'll arrange a pick-up date with the Salvation Army or one of our partner recyclers. Of course, we will issue you a full refund for your order.

However, we hope that you can give yourself time to get used to your new mattress. We recommend testing Emma for at least 3 - 4 weeks before sending her back.

The 120 night trial only applies to the Emma mattress and not the Emma mattress topper or mattress protector.

You can test the Emma Mattress for 120 days to decide whether or not you are satisfied with it. If you realize that the Emma mattress is not right for you, simply contact our customer service team at support@emma-sleep.co.nz. We'll arrange a pick-up date with the Salvation Army or one of our partner recyclers. Of course, we will issue you a full refund for your order.

However, we hope that you can give yourself time to get used to your new mattress. We recommend testing Emma for at least 3 - 4 weeks before sending her back.

The 120 night trial only applies to the Emma mattress and not the Emma mattress topper or mattress protector.

We believe that our mattresses provide an exceptionally relaxing and comfortable sleep to 99% of our customers. We also know that you would need to sleep on a mattress first before you decide that it's for you.

This is why you can test Emma Mattress for 120 nights at home, completely risk-free. You are entitled to a full refund should you not enjoy the mattress. Simply contact our team, we will process your return, and donate your Emma mattress free of charge.

If you're still not comfortable with purchasing online, you can check out any Bedpost store NZ wide to try an Emma mattress in-person before you buy online!

It starts from the day you receive your Emma Mattress. Once it's been delivered to your address, you can test it risk-free for 120 nights.

Because we donate all returned mattresses, we request that they be returned in good condition. Unless the mattress you received was already in this condition, any mattress that has mold, dirt, stains, smells, or bed bug infestations are no longer eligible for a mattress return or replacement.

No, it doesn’t. We want you to have the best sleep possible and that should not include sleeping on noisy plastic. 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 wrap using our handy cutting tool included in your welcome package. Within a couple of hours, your mattress should self-inflate enough for you to sleep on.

A guideline for how to properly unwrap your Emma Mattress is provided in your package as well.

The warranty begins when you receive your Emma product at your shipping address.

We offer a 10-year warranty on dimensional stability and durability of the core materials outside of regular wear-and-tear and/or negligence. For more information, please check our Terms and Conditions.

Please contact us immediately and we'll send you a replacement mattress, free of charge. You can send us an email at support@emma-sleep.com.nz.

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 inputting your discount code, please contact us at support@emma-sleep.co.nz.

Our main payment options cover all major credit / debit cards and PayPal. Your card data is encrypted via a safe SSL-method.

Sorry, 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.

If you would like to contact us, please feel free to email our support team at support@emma-sleep.co.nz.

$0! Don't worry, it's on us!

We offer free shipping and returns for any Emma product that you purchase.

Our estimated delivery time is between 1-7 business days. We have the following lead times:

Auckland Metro: 1-3 business days

Rest of North Island: 3-7 business days

South Island: 5-7 business days

For rural areas, please reach out to our customer support team at support@emma-sleep.co.nz so we can coordinate the best way to get your Emma order to you as soon as possible.

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.

After purchasing your mattress, please contact the customer service team for all changes that are needed including address change, mattress size changes, payment changes, cancellation, or delivery dates. You can reach us at support@emma-sleep.co.nz.

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.co.nz. 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!

We're sorry to not meet your expectations. For mattresses, we strongly suggest giving your body at least 3 to 4 weeks to adjust. However, if you still wish to ask for a return, simply file a return at Return Portal contact us at support@emma-sleep.co.nz and we will coordinate with our charity partners to arrange a pickup at zero cost to you.

Please note that we can only collect returned orders from the address it was delivered to. As returned mattresses will be donated, kindly ensure that the items are in good condition and free from molds, spills, stains, and the like to be eligible for this process.

Once the returned product arrives at our warehouse, we will then issue your refund. Please bear 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.co.nz. We'd be happy to assist you with any concerns you may have.

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 120-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 Mattress 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 at support@emma-sleep.co.nz.

Please do not leave the mattress unpacked in the box for longer than 2 weeks.

Please contact the customer service team at support@emma-sleep.co.nz 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.