Order
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What are the shipping costs?
Shipping and return costs are free on all products on our page.
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How can I cancel my order?
If you wish to cancel your order, our customer service team will be happy to help you. Contact us by calling our customer service number (+56 229 381 167) or write to us at hola.chile@emma-sleep.com from Monday to Friday from 9AM to 6PM
Make sure you have the order number on hand.
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How can I change the products of a purchase?
Orders once placed cannot be modified, so you will need to contact us to see the different options.
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How long to keep your mattress in its box?
We recommend that you do not store your mattress in its box for more than 2 months after receiving it.
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Is it possible to collect the old mattress at the time of delivery?
We currently have no collection of old mattresses.
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Payment
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What payment methods do we have?
clickedOur payment method at Emma is Mercado Pago, once you have made your purchase and click on Pay securely, you will be redirected to the Mercado Pago page where you can make your payment with a Visa, MasterCard, American Express debit/credit card , Magna and Presto.
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How does the payment in up to 12 months without interest work?
To use the payment option in up to 12 months without interest, follow these steps:
- Add the product or products you want to purchase to your shopping cart.
- Proceed to the checkout process.
- Provide the necessary information for billing and shipping, and select "credit card" as the payment method in the "Payment" section.
- Review the order details, as well as your personal information, in the final step of the checkout process. If everything is correct, click "Pay securely."
- At this point, you will be redirected to Mercado Pago to input your credit card details and choose the number of installments (3, 6, 9 or 12) in which you want to pay for your purchase.
- Confirm the transaction, and you're all set! It's that easy!
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What happens in the case of a return within the 100-night trial period with 12 months without interest?
In the event that Emma isn't right for you, and you want to initiate the return of your mattress within the 100-night trial period, please get in touch with our customer service team at the email address hola.chile@emma-sleep.com
Once the return has been processed, we will refund the total of the payments made, and any remaining outstanding payments will be canceled.
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Does this process involve any type of fee or interest?
For up to a maximum of 12 installments, no, it does not involve any extra interest or fees. You will simply pay the total amount of the product divided by installments.
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How many installments can the payment be divided into?
You can do it in up to 12 interest-free installments. If you'd like to pay in fewer installments, that's also possible. You can choose, without interest, from 3, 6, 9 or up to 12 installments. You decide the number of installments when processing the payment at the end of the checkout process.
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Delivery
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How long does shipping take?
Delivery time depends on the product and the measurement. You can see estimated delivery times on the website by selecting the size you want.
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How do Emma products arrive?
Emma mattresses and pillows come rolled and vacuum packed to optimize transportation and respect the environment.
The Emma beds: base and upholstered bed, arrive in various packages, depending on their size and configuration.
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Are there any associated shipping costs of any kind?
No, we want to make it easy for you, so we're giving you free shipping on all of our products right to your door.
Whether you've bought an Emma mattress, an Emma pillow or even an Emma bed, we'll deliver it to your door for free.
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Do you deliver the mattress to my room?
We don't bring the Emma mattress to your room, it is your personal space after all, and we don't put the mattress on your bed. Delivery is made to your door. The unpacking process is very simple; just take it out of the plastic and let it take shape between 4-5 hours.
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Can I track where my order is?
Once your product leaves our warehouse, you will receive a confirmation email with a tracking link.
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What happens if I am not available at the time of delivery?
Our carriers have 2 delivery attempts, so in case you are not available the first time, you have a second delivery attempt. In case both delivery attempts have been unsuccessful, please contact our customer service.
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My box has arrived damaged and I have not received all the items, what should I do?
Despite being something unusual, sometimes this can happen. Do not worry, you can open your mattress with any sharp object you have at home, and on the other hand contact our customer service through our email hola@emma-colchon.com.mx to proceed to send you the instruction manual in digital format.
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Returns
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How does the return of Emma mattresses and beds work?
You have trial nights (these depend on each product) to make sure without rushing, and at home sleeping, that Emma products are for you. If this is not the case, please contact our Customer Service by email at hola@emma-colchon.com.mx or by phone at +52 55 5004 8741 from Monday to Friday from 8:00 a.m. to 6:00 p.m.
Returns within this timeframe are completely free of charge.
For pick ups, we collaborate with Non Profit Organizations. We'll look for the closest one to you address and one of our collaborators will drive by to pick up the product.
In case there's one in the area:
We'll schedule a convenient time with you for the pick up, the organization or carrier will provide you with a proof of pick up that you'll have to send back to us as a reply in the same email thread where your return was managed, so we can process your reimbursement.
Keep in mind that products must be returned in their original condition and undamaged. And, of course, you're not obligated to put them in their original box or package.
In the case of Emma beds, you do have to disassemble with special care in order to not lose any screw or part.
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Is it possible to return just one part of my order?
Yes, you can return it, as long as you are within the trial nights and you have not purchased it in Combo/Set. If you have done it in the latter option, you must return it complete.
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If you haven't opened the product yet but need to return it:
In case you still haven't opened your Emma product and wish to start the return process because you, for example, chose the wrong size, get in contact with our customer service team directly by sending an email to: hola.chile@emma-sleep.com
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How can I request the return of the mattress during the 100-day trial period?
If you want to initiate the return of your Emma mattress, all you need to do is get in touch with us. We are always available through our email address, hola.chile@emma-sleep.com Your feedback is important to help us improve our products. We will offer you a solution to any issues you may have with the mattress or assist in processing the return directly.
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Do I need to keep the mattress in the plastic during the trial period?
Certainly not! As soon as you have your new Emma mattress, simply remove the plastic carefully and place the mattress on your bed. To remove the plastic, you will find a small cutter in the box that will be of great help. If you have more questions, you can refer to the instructions for unrolling the mattress in the booklet that comes inside the box. In just a few minutes, you will see the mattress starting to take its shape, and within a maximum of 4 hours, it will be fully ready for you to sleep like never before!
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Refunds
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How long does the refund take to be processed?
As soon as you send us proof of return for your product, we will process the refund and send you proof of refund.
The time it takes for the amount to be reflected in your account may take between 3 and 31 business days depending on your bank.
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How does the refund process work if I paid with a credit card or debit card?
If you paid with a credit card, the payment will be refunded to your card. (The refund may take up to 14 days to appear in your account). If you paid with a debit card, the money will be refunded through MercadoPago, and if you don't have one, the system will create a temporary account.
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How does the 100-night trial period work?
At Emma, we understand the importance of being sure that the mattress you choose really is perfect for you. We also believe that you should try it out in the comfort of your own home.
Since it usually takes the body an average of 30 days to adjust to a new mattress, we offer a 100-night, no-obligation trial period. This allows you to make sure, at home and while you sleep, that Emma really is the best mattress for you. We care about your well-being, so if you feel our mattress is not right for you, we will handle the entire return process and refund your purchase price in full.
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When does the trial period begin?
The trial period begins as soon as you receive the product at your home. From that point, you have 100 nights to determine if it's the perfect mattress for you.
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Do I get a refund if I don't adapt to the mattress?
Absolutely! If the Emma mattress isn't the right fit for you, you can return it with no commitment, and we'll refund the full amount. As soon as the mattress is picked up, we'll refund your money through the same payment method you used for the purchase. Please note that the refund may take up to 14 business days, depending on the payment method.
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What does the warranty cover?
Emma mattresses are covered by a 10-year warranty on the dimensional stability and durability of the main materials. This warranty is valid from the day the customer receives the mattress. To ensure proper use of the warranty, we ask our customers to send us photographs of the damaged material or materials of the product.
The warranty covers:
-Dents, cracks or damage to the foam caused despite normal use of the product.
The warranty does not cover:
-Personal comfort preferences
-When the original damage includes, but is not limited to cuts, burns, cracks, liquids or stains.
-Replacement of undamaged parts of the Emma mattress.
-If the Emma mattress is not obtained through an official supplier.
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Products
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Can the foam color vary?
Yes, memory foams change color over time. This is part of the natural oxidation process of the material, which results in a more yellow color, but don't worry, the material does not lose quality and continues to fulfill its function.
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How long do I have to leave my mattress once unrolled?
Once opened, Emma mattresses should be left to inflate for at least 3-4 hours. Although it is rare, what can sometimes happen is that the mattresses are vacuum packed a little tighter, so they take between 24-48 hours to fully inflate.
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What is the height of Emma mattresses?
Our Emma Hybrid Premium and Emma Original mattresses have a height of 25 cm. The ThermoSync mattress has a height of 27cm, while the Premium Comfort mattress is 22cm high and the Comfort mattress is 18cm high.
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Can mattress covers be washed?
Only the Hybrid, ThermoSync10, Comfort Premium and Original mattresses have a removable cover. The cover can be washed very easily: open the zipper and separate the upper part from the lower part until the entire cover is removed from the rest of the mattress. You can wash it with cold water. You can also wash specific stains by hand with a mild detergent. Remember not to put it in the dryer, as in that case the product may shrink.
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How much weight do Emma mattresses support?
Our mattresses are designed to support a weight of up to 130 kg per side. For people with a higher weight, the mattress may lose certain ergonomics.
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Do mattresses need a special foundation?
Our mattresses are low-maintenance mattresses, so they adapt to all types of bases, whether slatted, a canapé (base with storage) or upholstered bases. If you use a bed base, the spaces between the slats should not exceed 5 cm. In addition, the cover of our mattresses is non-slip, so it will always stay in place.
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Does the foam on the mattresses smell?
Like all new products, the Emma mattress has a slight "new" smell at first. As we only use high quality materials, this slight odor will disappear after the first few hours. Make sure the mattress is in a well-ventilated room.
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How do Emma products arrive?
The mattresses and accessories come rolled and vacuum packed to optimize transportation and respect the environment.
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How long do I have to leave my mattress once unrolled?
Once opened, Emma mattresses should be left to inflate for at least 3-4 hours. Although it is rare, what can sometimes happen is that the mattresses are vacuum packed a little tighter, so they take between 24-48 hours to fully inflate.
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What makes our mattress different from the rest?
The Emma mattress is a mattress that is comfortable for any body type, with great adaptability and side independence. Through the combination of extensive research with quality materials and our high-tech foam, Emma offers you maximum comfort and a better rest. In addition, it has differentiated pressure points to ideally conform to the body, keeping the spine straight while providing the necessary support and comfort. The innovative Airgocell® foam layer has a gel structure that soothes the entire body and ensures that you stay cool while you sleep, thanks to its extremely high breathability. The design of the Emma mattress is based on decades of experience in the mattress industry. The materials are manufactured to the highest standards and produced in the highest quality factories, which has allowed us to obtain several awards in different countries.
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Are the Emma mattresses products for children?
This mattress is designed to adjust to the body of each individual in order to obtain a soft and ideal rest, therefore, it is also perfect for children. However, please note that our mattresses are designed for morphologies with a minimum weight of 30 kg. Therefore, for lower weights, the mattress may not offer its maximum performance.
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What’s the mattress box size?
All our mattresses come rolled and vacuum packed in a box. Mattresses up to 135 cm wide are delivered in a box measuring 39.8 x 39.2 x 113.6cm; from a width of 150 cm, the box measures 46.8 x 46.2 x 113.6cm
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Should I test the mattress in person before purchasing?
We believe our mattresses provide an exceptionally relaxing and comfortable sleep for 99% of our customers. We want to make sure your mattress buying experience is as easy and carefree as possible. That's why we offer our customers the chance to try the Emma mattress for 100 nights risk-free. If you don't like it, just contact us via chat and we'll pick it up for free.
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Is the bed assembly included?
No, the bed assembly is not included. The assembly of our products is very simple, and for this reason it is not included.
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I am looking to replace a bed part, what do I need to do now?
Looking for a spare part? No problem. Check out the spare parts and contact our customer service via email hola.chile@emma-sleep.com, be sure to include your order number when contacting us.
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Is the mattress placement included?
We do not install or assemble any of our products: your bedroom, your sanctuary.
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Contact Us
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Contact us
You can contact us by phone at +56 229 381 167 or by email at hola.chile@emma-sleep.com We'll be happy to assist you during our business hours, which are Monday to Friday from 9 a.m. to 6 p.m. ?
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Top Questions
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Frequent questions
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