We are committed to continuously improving the sleep experience of individuals across the globe in a manner that respects and protects the privacy of our customers. The protection of your personal data is important to us, and we want you to feel safe when using our website.
This Privacy Policy describes the collection, processing, and disclosure of your personal data when you use our website and related services (collectively referred to as “Services”) provided by Emma Sleep UK Limited, 30 Old Bauley London United Kingdom, EC4M 7AU (“Emma”, “Emma Sleep”, “we” or “us”).
Emma is the “data controller” of any personal data it may collect, process, and hold about you throughout the duration of your business relationship with us.
1. Contact Us
Purchase of any EMMA product implies full and unreserved acceptance of all the provisions included in these Terms & Conditions. Any of the CUSTOMER's terms and conditions that may differ from these Terms & Conditions shall apply only if EMMA has expressly acknowledged them in writing in the individual case. These Terms & Conditions shall also apply if EMMA has carried out the delivery without reservation in the knowledge of terms and conditions that conflict with these Terms & Conditions.
2. Home Delivery and Assembly
2.1 Home Delivery
When receiving the order, the CUSTOMER should check all the products delivered, ensuring that the article numbers of the items purchased and the article numbers of the items delivered are the same, as well as the quantity and condition of these.
If there are any errors and/or if the items are damaged or don't coincide with the order, the CUSTOMER should contact our Customer Service at emmastore.uk.support@emma-sleep.com (Monday to Friday: 09h00-18h00) immediately or within 48 hours so that WE can correct the situation. This fact shall not affect the CUSTOMER’s right to complain arising from the product guarantee for any non-compliance that may come to light within the duration of EMMA’s voluntary guarantee period as further described in Section 9. STATUTORY WARRANTY AND VOLUNTARY GUARANTEE.
When the CUSTOMER chooses Home Delivery and the carrier delivery service is contracted, the CUSTOMER agrees to be and keep themselves available for the communication with the carrier and at/on the delivery date/time that is communicated by the carrier to the CUSTOMER.
If the CUSTOMER is not available to receive the products on the date and during the time window communicated by the carrier or agreed between the CUSTOMER and the carrier, the CUSTOMER should contact EMMA within 72 hours of the scheduled delivery date/time that is communicated by the carrier to the CUSTOMER or agreed between the CUSTOMER and the carrier. EMMA may change the date and/or time window for the provision of the service at no extra cost on request from the CUSTOMER through its Customer Service up to 24 hours prior to the scheduled delivery date/time that is communicated by the carrier to the CUSTOMER or agreed between the CUSTOMER and the carrier.
The CUSTOMER undertakes to be present at the location on the date and at the time agreed, as well as to be reachable by phone for reception of the goods.
In addition, if any delivery is delayed due to the fault of the carrier, EMMA will reschedule the delivery within 72 hours. The scheduling of a new delivery date is dependent on the availability of the carrier delivery service. Once this 72-hour period has elapsed without EMMA being able to schedule a new delivery date/time due to the fault of the CUSTOMER, EMMA is entitled to terminate the Contract, informing the CUSTOMER of this and refunding the order purchase price paid by the CUSTOMER using the payment method used to make the purchase. The above provisions shall also apply to any situation where the failure to schedule a new delivery date/time or to deliver the products on a new scheduled delivery date/time is caused by or is otherwise attributable to the CUSTOMER.
The CUSTOMER accepts and recognizes that the delivery is subject to noise limitations. The CUSTOMER undertakes to inform EMMA of the existence of any local public holidays that would prevent the Service from being provided on that date.
2.2. Assembly
When an assembly service is contracted, EMMA undertakes to carry out this service in the place and on the date agreed with the CUSTOMER and to being providing the service within that time window.
When contracting this service, the CUSTOMER must also inform EMMA of the existence of any obstacles that could prevent or hinder the assembly in the place indicated (such as the existence of skirting boards, no electricity, plasterboard walls, etc.). This information should be provided precisely by the CUSTOMER and it is essential EMMA to be able to verify the possibility of carrying out the service.
The CUSTOMER must be present, contactable by phone and remain at the place indicated for the provision of the service on the date and during the time window agreed with EMMA.
The CUSTOMER should confirm the conformity of the assembly. If there are any errors or damage, please contact OUR Customer Service at emmastore.uk.support@emma-sleep.com (Monday to Friday: 09h00-18h00) immediately or within 48 hours so that WE can correct the situation. This fact shall not affect the CUSTOMER’s right to complain arising from the product guarantee for any lack of conformity that may come to light within the duration of EMMA’s voluntary guarantee period as further described in Section 9. STATUTORY WARRANTY AND VOLUNTARY GUARANTEE.
If the CUSTOMER contracts the assembly service, EMMA will carry out the assembly of the products through its service providers according to the instructions included with them and without any kind of adaptation or modification of the furniture. Products will always be assembled horizontally (lying on the floor). The CUSTOMER must have electricity at the assembly location for powering the assembly tools used.
EMMA does not connect gas, water or electricity. It is up to the CUSTOMER to hire a duly authorized person to connect these utilities.
Products that have not been bought from EMMA will not be assembled.
2.3. Other Customer Obligations
The CUSTOMER is responsible for the accuracy of the personal data on the Contract (name, surname, mobile phone, e-mail, address, as well as the place of assembly and the date and time of the assembly).2.4. Removal Service
EMMA only collects old furniture when this is contracted along with the delivery and assembly of the new furniture.
3. Guarantees and Warrantees
Under the terms of Decree-Law No. 84/2021, of 18 October, EMMA is responsible for any non-compliance that may come to light within the duration of EMMA’s voluntary guarantee period as further described in Section 9. STATUTORY WARRANTY AND VOLUNTARY GUARANTEE.
In the event of a conflict between the terms of any product guarantee and these Terms & Conditions, the terms of the product guarantee shall prevail.
4. Termination of Delivery / Assembly Contracts
The costs involved shall not be applicable in the event of unforeseen circumstances or force majeure, provided these can be duly proven by the CUSTOMER.
5. Statutory Right of Withdrawal
The CUSTOMER has a right of withdrawal in accordance with the following provisions, whereby a customer is any natural person who concludes a legal transaction for a purpose that cannot be attributed to either their commercial or their independent professional activity.
5.1 Right of Withdrawal
The CUSTOMER has the right to withdraw from this Contract within fourteen days without giving any reason.
The withdrawal period shall be fourteen days from the day on which the CUSTOMER or a third party other than the carrier designated by the CUSTOMER takes possession of the last product.
To exercise the right of withdrawal, the CUSTOMER must inform EMMA by means of a clear statement (e.g. a letter sent by post or an e-mail) of the decision to withdraw from this Contract. The CUSTOMER can use the attached sample withdrawal form for this purpose, but this is not mandatory.
To meet the withdrawal deadline, it is sufficient for the CUSTOMER to send the communication concerning his/her exercise of the right of withdrawal before the withdrawal period has expired.
5.2 Consequences of Withdrawal
If you withdraw from this Contract, EMMA will refund all payments that it has received from the CUSTOMER , including delivery costs (with the exception of additional costs resulting from the CUSTOMER choosing a different type of delivery than the cheapest standard delivery offered by EMMA), promptly and at the latest within 14 days from the day on which the CUSTOMER verifiably returned the product. For this refund, EMMA will use the same means of payment that the CUSTOMER used for the original transaction, unless something else was expressly agreed with the CUSTOMER; under no circumstances will the CUSTOMER be charged any fees for this refund. EMMA may refuse to refund until it has received the goods back or until the CUSTOMER has provided proof that she/he has returned the goods, whichever is earlier.
The CUSTOMER must return or hand over the goods to EMMA promptly and in any event no later than fourteen days from the date on which the CUSTOMER notified EMMA that she/he has withdrawn from this Contract. This deadline is met if the CUSTOMER sends the goods before the expiry of the fourteen-day period. EMMA will bear the cost of returning the products if the CUSTOMER uses the return label provided by EMMA or the shipping company commissioned by EMMA. If the CUSTOMER does not use the return label or the shipping company commissioned by EMMA to return the goods, she/he will have to bear the cost of this return herself/himself.
Sample withdrawal form:
(If you want to withdraw from the Contract, please fill out this form and send it back.)
Emma Sleep UK Limited
I/we (*) hereby withdraw from the Contract concluded by me/us (*) for the purchase of the following goods (*)/the provision of the following service (*)
Ordered on (*)/received on (*)
Name of the consumer(s)
Address of the consumer(s)
Signature of the consumer(s) (only if notification is made on paper) Date
(*) Delete as appropriate
6. Voluntary Right of Withdrawal
The CUSTOMER has the statutory right to withdraw from this Contract within 14 days without giving any reason.
However, EMMA additionally offers voluntarily an extended period, during which the CUSTOMER can withdraw from the purchase Contract without giving any reason (EMMA’s Sleep Trial).
The CUSTOMER may return only certain products in a bundle, i.e. it is not necessary to return all the products included in the bundle to return certain product(s). If the return does not cover all the products included in the bundle, the refund amount will correspond only to the amount indicated in the total price column of the product(s) being returned.
This voluntary right of withdrawal begins after the expiry of the statutory right of withdrawal (of 14 days) and runs for an additional time, which depends on the category of product. Below you can see how long the statutory and EMMA’s voluntary right to withdraw applies if you purchase products from these product categories:
| Product Category | Statutory time-period for withdrawal from the date of delivery | Emma’s voluntary extension of the time-period for withdrawal from the end of the statutory withdrawal period. | Total period for withdrawal from the date of delivery |
| Mattress | 14 days | 86 days | 100 days |
| Toppers | 14 days | 86 days | 100 days |
| Pillows | 14 days | 16 days | 30 days |
| Duvets | 14 days | 16 days | 30 days |
| Bed Linens & mattress protector | 14 days | 16 days | 30 days |
To exercise your right of withdrawal, the CUSTOMER must inform US of their decision to withdraw from this Contract by means of a clear statement (e.g. a letter sent by post or an e-mail). The CUSTOMER can also use the sample withdrawal form for this purpose, but this is not mandatory. To meet the withdrawal deadline, it is sufficient that the CUSTOMER sends your notification of exercising the right of withdrawal before the withdrawal period has expired.
If the CUSTOMER withdraws from this Contract within the scope of the right of withdrawal, EMMA will refund all payments that it has received from the CUSTOMER, including delivery costs (with the exception of the additional costs resulting from the fact that the CUSTOMER has chosen a different type of delivery than the cheapest standard delivery offered by EMMA), promptly and at the latest within 14 days from the day on which the product was verifiably returned. For this refund, EMMA will use the same means of payment that the CUSTOMER used for the original transaction, unless something else was expressly agreed with the CUSTOMER; under no circumstances will the CUSTOMER be charged any fees for this refund. EMMA may refuse to refund until its has received the goods back or until the CUSTOMER has provided evidence that she/he has returned the goods, whichever is earlier.
The statutory right of withdrawal is not affected by compliance with EMMA’s rules on withdrawal and remains independent of this. Until the deadline for the statutory right of withdrawal expires, the statutory conditions listed there apply exclusively. The right of withdrawal also does not limit the CUSTOMER’s statutory warranty rights, which she/he retains without restriction.
7. Statutory Warranty and Voluntary Guarantee
All products supplied by EMMA are covered by statutory warranty. In addition, the CUSTOMER also benefits from a guarantee, which is provided voluntarily by EMMA in accordance with this Article of the Terms & Conditions (“hereinafter: Guarantee”).
7.1. General Guarantee Conditions
The Guarantee period referred to in this Article of the Terms & Conditions begins on the delivery date. The geographical scope of a Guarantee under this Article of the Terms & Conditions is United Kingdom. If material or manufacturing defects occur in your product during the Guarantee period, EMMA, as guarantor, will, at its discretion, either repair the product free of charge under a Guarantee in accordance with this Section of the Terms & Conditions or exchange the product free of charge for an equivalent product.
Guarantee claims in accordance with this Article of the Terms & Conditions are excluded in the event of damage caused by inappropriate use and lack of or incorrect care.
To exercise this Guarantee, the CUSTOMER shall notify EMMA, in a clear manner, of the exercise of their rights by virtue of the Guarantee as well as the reasons justifying this Guarantee. The CUSTOMER undertakes to send EMMA a statement accompanied by one or more photos of the product which is the subject of the Guarantee claim.
The prerequisite for asserting a Guarantee claim in accordance with this Section of the Terms & Conditions is that EMMA can verify the Guarantee claim (e.g. by sending the products).
It is important to ensure that the product is not damaged in transit when it is returned, by packing it securely. Reasonable shipping costs will be reimbursed by EMMA. The application of the Guarantee of the product will take place at no cost to the CUSTOMER.
When returning the product, a copy of the invoice must be enclosed so that EMMA can check that the Guarantee period has been respected. Without a copy of the invoice, EMMA cannot accept the Guarantee. EMMA's name and address must also be given if this information is not included on the copy of the invoice.
All claims under this Section must be made by post to 30 Old Bailey, London, EC4M 7AU, United Kingdom or by e-mail to emmastore.uk.support@emma-sleep.com .
The replacement of a non-conforming product does not have the effect of extending the Guarantee period.
The Guarantee in accordance with this Article of the Terms & Conditions does not limit statutory warranty rights in the event of defects (subsequent performance, withdrawal or reduction, compensation for damage), which can be claimed free of charge.
7.2. Special Guarantee Conditions for Mattresses
EMMA grants a 10-year Guarantee on all Emma mattresses, covering the shape and durability of the base materials. This Guarantee applies to cracks, dents or damage to the foam that occur despite correct and appropriate use and defects in the closure due to production faults.
The Guarantee for mattresses in accordance with Subsection 2 of this Section of the Terms & Conditions does not apply:
- In the event of returns/exchanges due to personal comfort preferences.
- For damage caused by external influences such as cuts, burns, tears, liquids or stains.
- For EMMA mattresses that have not been sold by an official dealer.
- For EMMA mattresses that have not been sold as new.
- For normal wear and tear resulting from the intended use of the mattress.
- To any EMMA mattress that has been resold privately.
The CUSTOMER must open the mattress within 4 weeks of receiving it in order for it to regain its final shape. If the CUSTOMER does not comply with this within the aforementioned period, EMMA reserves the right not to reimburse the CUSTOMER for the existence of any product defect or to send the CUSTOMER a new product to replace the original.
The Guarantee for mattresses under Subsection 2 of this Section of the Terms & Conditions does not include the replacement of undamaged parts of the mattresses.
To ensure smooth processing of the Guarantee claim, the CUSTOMER is requested to provide the appropriate photographs of the product concerned.
EMMA also recommends that mattresses placed directly on the floor are regularly aired (clean and dry surfaces only).
7.3. Special Guarantee Conditions for Boxspring Beds, Sofa-Beds. Other Beds and Slats
EMMA grants a 10-year Guarantee on boxspring beds including the associated mattresses. EMMA grants a 5-year Guarantee on beds which are not boxspring beds. EMMA grants a 2-year Guarantee on slats. EMMA grants a 3-year Guarantee on sofa-beds.
The Guarantees according to this Paragraph 3 of this Article of the Terms & Conditions do not apply:
- In the event of returns/exchanges due to personal comfort preferences.
- For damage caused by external influences such as cuts, burns, tears, liquids or stains.
- For EMMA products that have not been sold by an official retailer.
- For EMMA products that have not been sold as new.
- For normal wear and tear resulting from the intended use of the product.
- To any EMMA product that has been resold privately.
To ensure smooth processing of the Guarantee claim, the CUSTOMER is requested to provide the appropriate photographs of the product concerned.
7.4. Special Warranty Conditions for Pillows
EMMA grants a 2-year Guarantee on all Emma pillows.
The Guarantee for pillows according to this Paragraph 4 of this Article of the Terms & Conditions does not apply:
- In case of return/exchange due to personal comfort preferences.
- Damage caused by external influences such as cuts, burns, tears, liquids or stains.
- For EMMA pillows that have not been sold by an official dealer.
- For EMMA pillows that have not been sold as new.
- For normal wear and tear resulting from the intended use of the pillows.
- To any EMMA product that has been resold privately.
7.5. Special Warranty Conditions for Mattress Toppers
EMMA offers a 2-year Guarantee on all Emma mattress toppers.
The Guarantee for mattress toppers according to this Paragraph 5 of this Article of the Terms & Conditions does not apply:
- In case of return/exchange due to personal comfort preferences.
- Damage caused by external influences such as cuts, burns, tears, liquids or stains.
- For Emma mattress toppers that have not been sold by an official dealer.
- For Emma mattress toppers that have not been sold as new.
- For normal wear and tear resulting from the intended use of the mattress toppers.
- To any product that has been resold privately.
7.6. Special Warranty Conditions for Duvets, Bed Linen and Mattress Protectors
EMMA offers a 2-year Guarantee on duvets, bed linens and mattress protectors.
The Guarantee for Emma duvets, bed linens and mattress protectors according to this Paragraph 6 of this Article of the Terms & Conditions does not apply to:
- Returns/exchanges due to personal comfort preferences.
- Damage caused by external influences such as cuts, burns, tears, liquids or stains.
- For EMMA duvets, bed linens and mattress protectors that have not been sold by an official dealer.
- For EMMA duvets, bed linens and mattress protectors that have not been sold as new.
- For normal wear and tear resulting from the intended use of EMMA duvets, bed linens and mattress protectors.
- To any EMMA product that has been resold privately.
8. Confidentiality and Personal Data Processing
The personal data processing carried out by EMMA complies with the legislation in force on data protection, namely Regulation (EU) 2016/679 of the European Parliament and of the Council, of 27 April 2016, regarding the protection of individuals with regard to processing their personal data and free movement of these data ("General Data Protection Regulation"), as well as other applicable EU and national legislation.
The personal data provided by the CUSTOMER when contracting services is processed by EMMA for the purposes provided for in these Terms and Conditions and in accordance with the EMMA’s privacy policy.
9. In-Store Appointments
Customers may book an appointment to visit our store and view our products through the booking page on our e-commerce website. By booking an appointment, you agree to provide accurate and complete information, including your name, contact details, and any other information requested during the booking process. Appointment confirmations are subject to availability and will be acknowledged by our team via the contact details you provide. We reserve the right to reschedule or cancel appointments where necessary, including for operational reasons or unforeseen circumstances, and will make reasonable efforts to notify you of any such changes. All appointments are intended for personal, non-commercial use, and you agree to comply with any in-store policies or instructions provided by our staff during your visit. Business customers or trade representatives wishing to make a booking for commercial or wholesale purposes should contact us separately through our business sales team.10. Complaints & After Sales Service
The CUSTOMER may send any complaints they may have to EMMA by e-mail to the following mailing address emmastore.uk.support@emma-sleep.com or by post to the following address 30 Old Bailey, London, EC4M 7AU, United Kingdom.
The CUSTOMER may also go directly to one of the EMMA stores to make their complaint.
For After Sales service, you should contact our Customer Service at emmastore.uk.support@emma-sleep.com, (Monday to Friday: 09h00-18h00) and you will be given the necessary instructions for you to get the assistance you require.
11. Applicable Law & Jurisdiction
Any disputes between the Parties arising out of or in connection with this Contract shall be settled by United Kingdom law. Any issue or litigation resulting from the enforcement, interpretation, integration or execution of this Contract, when it cannot be settled by the Parties, shall be submitted to the London courts. Consumer Rights information may be obtained by resorting to Alternative Dispute Resolution for Consumer Disputes Entities. In the event of a consumer dispute, the CUSTOMER may refer the matter to the network of consumer dispute arbitration centers authorized to undertake activities of information, mediation and arbitration of consumer disputes.
The CUSTOMER declares that they understand and fully accept these terms and conditions without reservation.