Emma Sleep Stores Terms and Conditions

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

This document sets out the Terms and Conditions governing the purchase of products and services in the owned and operated stores of  Emma Sleep UK Limited, registered office at 30 Old Bailey, London, United Kingdom, EC4M 7AU, registered under Company number 13080848 (hereinafter “EMMA”). Acceptance does not prejudice the CUSTOMER's statutory rights. The purchase of any EMMA product constitutes full acceptance of these Terms and Conditions; differing CUSTOMER conditions apply only if accepted in writing by EMMA.

1.1 Scope

These Terms apply exclusively to consumer sales - natural persons purchasing EMMA products or services for purposes outside their commercial, industrial or professional activity. EMMA does not sell to businesses or professionals through this channel; business requests are assessed case by case, under separate terms.

1.2 Conclusion of the Contract

The contract is concluded upon payment in store (cash, card or another accepted method) or, for orders initiated in store and completed remotely (draft order), upon payment via an online payment method. The invoice or receipt is proof of the contract and must be retained by the CUSTOMER for the warranty period.

1.3 Capacity to Contract

The CUSTOMER must have legal capacity under British law. If a minor, the contract must be concluded by their legal representative(s) or with their consent.

1.4 Stock Availability

The in-store display is an invitation to purchase, not a binding offer. Displayed units are for demonstration; only new, sealed products are sold. If in stock, the CUSTOMER can take the product immediately; otherwise, it may be ordered. If, after purchase, EMMA cannot supply the product, it notifies the CUSTOMER without delay and refunds the CUSTOMER in full within 14 days, or offers, with the CUSTOMER's agreement, an equivalent product of equal or higher specification.

1.5 On-demand Orders

Products not in stock (on-demand orders) are contracted under the conditions agreed and documented at the moment of order. EMMA delivers within a maximum of 30 days, unless a different period is agreed.

2. Prices, Payment and Invoicing

2.1 Prices

All in-store prices include VAT at the legal rate in force in UK. The price in force at the time of purchase applies, as shown in store. In the event of a manifest pricing error, EMMA may cancel the sale, notifying the CUSTOMER and refunding any amounts paid. In-store prices may differ from website prices, and promotions may not apply across all channels.

2.2 Accepted Payment Methods

EMMA offers in store: cash; Alma (instalment payment, for mattresses and pillows); Klarna (instalment payment, for mattresses and pillows, subject to individual credit assessment); and Shopify Payments (credit and debit card and contactless via Google Pay and Apple Pay).

2.3 Foreign Currency

EMMA accepts foreign currency payments provided the CUSTOMER's bank permits them. Any refusals or additional charges by the bank are not EMMA's responsibility.

2.4 VAT and Tax-Free Shopping

All prices shown include VAT at the applicable rate. EMMA does not offer VAT-free purchases.

Tax-free shopping for visitors (the VAT Retail Export Scheme) is no longer available in Great Britain. This means you cannot reclaim VAT on products bought from EMMA and taken with you when leaving the country, and no VAT refund can be obtained at airport customs. EMMA is not able to take part in any such refund process.

2.5 Discount Codes and Promotions

The conditions of each discount code — applicable and excluded products, validity, minimum purchase and stacking rules — are communicated clearly to the CUSTOMER. EMMA reserves the right to change or cancel promotions.

2.6 Invoicing

The CUSTOMER receives the invoice by email shortly after purchase. If it is not received within a reasonable time, they should contact CUSTOMER Support at emmastore.uk.support@emma-sleep.com. The invoice is proof of the contract and essential to exercise warranty or return rights, and should be retained for the warranty period.

3. Home Delivery and Assembly

3.1 General Delivery Conditions

Home delivery is free for products delivered in UK; the time window is set by the carrier and communicated with reasonable notice, with no custom scheduling. EMMA does not carry out cross-border deliveries.

3.2 Delivery Timeframe

Unless otherwise agreed, delivery is made without undue delay and within a maximum of 30 days from conclusion of the contract, unless a different period is agreed. . If the period is missed, the CUSTOMER may set an additional reasonable period and, once it elapses, terminate the contract with a full refund; where the deadline is essential or EMMA refuses to deliver, they may terminate immediately. EMMA proactively notifies any foreseeable delay, and the new expected date.

3.3 Verification Upon Receipt

On receipt, the CUSTOMER should check the reference, quantity and condition of the packaging. Any discrepancy, visible damage or non-conformity should be be reported to emmastore.uk.support@emma-sleep.com. This check does not affect the legal or voluntary warranty for defects not detectable at delivery.

3.4 Scheduling, Rescheduling and Unavailability

If delivery cannot be completed because you are unavailable and no rescheduling takes place after reasonable attempts to contact you, EMMA may end the contract. If it does, EMMA will refund the price paid for the goods. This does not affect your right to cancel under the Consumer Contracts Regulations 2013.

The carrier communicates the time window for delivery and the CUSTOMER must be available and reachable. If no new delivery appointment is arranged and the delivery cannot be completed due to reasons attributable to the CUSTOMER, the carrier will send the order update. EMMA Customer Service will then contact the CUSTOMER to clarify whether they would like to arrange a new delivery or cancel the order. If delivery is impossible due to the CUSTOMER and no rescheduling occurs, EMMA may terminate the order, refunding the full purchase price.

3.5 First-Door Delivery

Delivery is made to the main entrance of the building (ground floor / entrance). Delivery inside the property — upstairs or through hallways — is not included,except for certain products like those inlcuded in Product Line 2, the Deluxe Line and products above 45 kilograms. Please check in advance that the product will fit throug your doors, hallways and stairs. If it is physically impossible to deliver the product, please contact us to agree to an alternative or to cancel a refund. Nothing here excludes EMMA's or the carrier's liability for damage or injury caused by their own negligence.

3.6 Responsibility for Provided Data

The CUSTOMER is responsible for the accuracy of the data provided at purchase (name, phone, email and delivery address). EMMA is not liable for delays or delivery failures resulting from incorrect or incomplete information.

3.7 Exceptional Circumstances

Delivery may be affected by force majeure (strikes, power outages, adverse weather, pandemics, among others). EMMA notifies the CUSTOMER and reschedules as soon as possible, without charging the CUSTOMER for delays so caused. If a delay caused by such circumstances continues for a significant period, you may cancel the affected order and receive a full refund of amounts paid for goods not delivered.

4. Right of Withdrawal, Sleep Trial and Returns

4.1 EMMA Sleep Trial

For purchases in physical stores, EMMA grants a complementary, voluntary right of return (EMMA Sleep Trial), commercial in nature and free of charge, with no reason required, within the periods in Section 4.2. The period begins on the delivery date. After receipt and verification, EMMA refunds all payments, including standard delivery costs, within 14 days, via the original payment method or, where not possible, by bank transfer (Section 4.6), with no fees. Collection is arranged and borne by EMMA if the CUSTOMER uses the carrier or label provided; if another carrier is used, the costs are the CUSTOMER's responsibility. 

4.2 EMMA Sleep Trial Period

The EMMA Sleep Trial periods applicable to purchases in EMMA's stores in UK are as follows; the period begins on the delivery date, whether at the CUSTOMER's home or an EMMA store: 

4.3 General Return Process

These Terms & Conditions and  explicitly also the returns process only applies to purchases that the customer made in an EMMA store. Purchases that were made online (in the Emma webshop or elsewhere) cannot be returned in EMMA stores, and the returns process stipulated in these Terms & Conditions does not apply to such purchases.

To return, the CUSTOMER contacts emmastore.uk.support@emma-sleep.com or visits any EMMA store. For any return, the CUSTOMER must present the invoice and a photograph of the product label. Mattresses may be returned at any time during the trial period, provided there are no signs of misuse, with a full refund

4.4 Return Procedure (Sleep Trial)

To return under the Sleep Trial, the CUSTOMER contacts EMMA before the applicable period ends, by email (emmastore.uk.support@emma-sleep.com), phone or in person at a store. EMMA arranges collection and, after receipt and verification, refunds within 14 days via the original payment method, with no fees.

4.5 Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the distance contract)

To: Emma Sleep UK Limited, registered office at 30 Old Bailey, London, United Kingdom, EC4M 7AU - emmastore.uk.support@emma-sleep.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:

Ordered on (*) / received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate

4.6 Refund Processing Timeframe

The processing period begins when the returned product reaches EMMA's warehouse and is confirmed to be in good condition, and may take up to 14 days. The period does not run from collection, but only from receipt and verification at the warehouse.

4.7 Refund Method

Refunds are made via the original payment method. Exceptionally (e.g. a cancelled card or closed account), the refund may be made by bank transfer, upon submission of a bank statement and a form with the bank details. Stores in UK also allow in-store refunds, only for card purchases and if requested within 60 days of purchase; after that period, refunds are by bank transfer. In-store refunds may take up to 10 business days.

4.8 Partial Returns and Bundle Products 

Where the purchase includes free items (as a bundle), returning the bundle requires returning all such items. In UK, partial returns are handled by CUSTOMER Support. 

4.9 Fraudulent Returns

A return is fraudulent where the CUSTOMER returns a product different from the one purchased in order to obtain an undue refund. In such cases, EMMA may refuse the refund; the wrongly returned product remains the CUSTOMER's property, and its return may be conditioned on prior payment of shipping costs. Fraudulent returns may lead to refusal of future returns and termination of the commercial relationship.

5. Legal Warranty and Voluntary Warranty

5.1 General Provisions 

All EMMA products benefit from the statutory  warranty. In addition, EMMA grants a voluntary commercial warranty, described in the following subsections (the “Voluntary Warranty”); in the event of conflict, the terms of the legal warranty prevail. The warranty begins on the delivery date; if a material or manufacturing defect occurs, EMMA repairs or replaces them free of charge and, where not possible or disproportionate, the CUSTOMER may terminate the contract with a full refund. To invoke the warranty, the CUSTOMER notifies EMMA describing the defect and enclosing photographs of the product, including the label, and a copy of the proof of purchase, without which the claim cannot be accepted; EMMA must be able to verify the defect. Claims are sent to emmastore.uk.support@emma-sleep.com, by post to Emma Sleep UK Limited, registered office at 30 Old Bailey, London, United Kingdom, EC4M 7AU , or presented at any EMMA store; reasonable shipping costs are reimbursed. Replacement does not restart the warranty period; if the original product is no longer manufactured, EMMA may provide an equivalent of equal or higher specification, solely to resolve the claim.

5.2 Warranty Exclusions

The Voluntary Warranty does not cover: normal wear from intended use; damage from external influences (cuts, burns, tears, liquids, stains); mould, odour, fungus or discolouration from improper care; personal comfort preferences (firmness, temperature, adaptation); progressive foam softening from normal use; products not sold by an official EMMA retailer; products not sold as new; privately resold products; and products taken outside the countryin which EMMA operates.

5.3 Product Care and Maintenance

To preserve the products and the validity of the Voluntary Warranty, EMMA recommends: Mattresses  

- unpack within four weeks, use a suitable protector, rotate periodically (if applicable) and ensure ventilation; if placed on the floor, air is regularly on a clean, dry surface. Pillows, toppers, duvets and bed linen  

- follow the label instructions, avoid abrasive products and ensure proper drying. Beds and frames  

- periodically check screws and fixings, do not exceed the stated load and protect from liquids and humidity.

Failure to follow these recommendations may affect the Voluntary Warranty where the damage is directly attributable to it.

5.4 Warranty Periods by Product Category - UK 

The Voluntary Warranty periods by product category in UK are as follows: 

Returns under Voluntary Warranty right are free of charge and collected only in mainland United Kingdom.

5.5 Special Warranty Conditions for Mattresses

EMMA grants a 10-year Voluntary Warranty on all EMMA mattresses, covering the shape and durability of the base materials (cracks, indentations or foam damage despite proper use) and manufacturing defects in the zip. It does not include the replacement of undamaged parts. The CUSTOMER must provide adequate photographs of the product, with sufficient proof of claim.

5.6 Special Warranty Conditions for Toppers

EMMA grants a 10-year Voluntary Warranty on toppers for manufacturing and material defects despite proper use, subject to the exclusions in Section 5.2. The CUSTOMER must provide adequate photographs of the product, with sufficient proof of claim.

5.7 Special Warranty Conditions for Pillows

EMMA grants a 2-year Voluntary Warranty on  pillows for manufacturing and material defects despite proper use, subject to the exclusions in Section 5.2. The CUSTOMER must provide adequate photographs of the product, with sufficient proof of claim.

5.8 Special Warranty Conditions for Beds

EMMA grants a 2-year Voluntary Warranty on beds for manufacturing and material defects despite proper use, subject to the exclusions in Section 5.2. The CUSTOMER must provide adequate photographs of the product, with sufficient proof of claim.

6. Personal Data Protection

EMMA processes the CUSTOMER's personal data in accordance with the local applicable law on data protection. For further information on how EMMA processes the CUSTOMER's personal data, please check EMMA's Privacy Policy, available in the store and at Privacy Policy.

7. In-Store Appointments

The CUSTOMER may book an appointment at any EMMA store through the booking page on the website, providing accurate information (name and contact details); confirmations are subject to availability. EMMA may reschedule or cancel appointments for operational reasons or unforeseen circumstances, notifying the CUSTOMER. Appointments are for personal, non-commercial purposes; business or wholesale requests should be directed to the B2B sales team.

8. Complaints and After-Sales Service

The CUSTOMER may submit complaints or after-sales requests by email (emmastore.uk.support@emma-sleep.com), by post (to Emma Sleep UK Limited, registered office at 30 Old Bailey, London, United Kingdom, EC4M 7AU), or in person at any EMMA store – please note that post-sale matters (complaints, returns, warranties and compensation) are handled by Emma’s Customer Support, which decides on compensation and commercial solutions. EMMA acknowledges receipt within a reasonable period and responds as promptly as possible.  

9. Limitation of Liability

Nothing in these terms limits or excludes EMMA's liability for: (a) death or personal injury caused by EMMA's negligence; (b) fraud or fraudulent misrepresentation; (c) any liability that cannot be limited or excluded by law, including liability under Part I of the Consumer Protection Act 1987; or (d) the consumer's statutory rights in relation to the goods, including the rights that the goods will be of satisfactory quality, fit for purpose and as described under the Consumer Rights Act 2015.

Subject to the paragraph above, EMMA is liable for loss or damage the consumer suffers that is a foreseeable result of EMMA's breach of this contract or its negligence. Loss or damage is foreseeable if it was an obvious consequence of the breach, or if it was contemplated by EMMA and the consumer at the time the contract was made.

EMMA is not liable for loss or damage that was not foreseeable, nor for loss or damage caused by events beyond its reasonable control, nor for loss or damage arising from the consumer's own conduct, including the provision of incorrect information, misuse of the product, or failure to follow the care instructions.

EMMA supplies its products for domestic and private use. EMMA is not liable for any loss of profit, loss of business, business interruption or loss of business opportunity.

10. Amendments to the Terms and Conditions

EMMA may amend these Terms and Conditions at any time; amendments are published in the stores and/or on the website and take effect from the date indicated. They do not affect contracts already concluded, which are governed by the version in force at the date of their conclusion. Periodic consultation of the most recent version is recommended.

EMMA Sleep UK Limited, registered office at 30 Old Bailey, London, United Kingdom, EC4M 7AU, registered under Company number 13080848  |  VAT: 369096160

emmastore.uk.support@emma-sleep.com |  Monday to Friday: 09h00–18h00