The Emma A - Z everything you need to know about mattresses

Returning Your Emma

Find out more about initiating returns and details on the refund process here.


  • How to return my mattress?

    If you want to return your Emma mattress, simply use our self-service returns portal to arrange a pickup at zero cost to you. Go to returns-portal.

    Unfortunately, due to regional restrictions, we are unable to pick up returns from the following postcodes and areas: TR, TQ, PO, PL, PA, DD, PH HS, KW, ZE, IV, AB, ANTRIM, FERMANAGH, TYRONE, LONDONDERRY.

    You can of course request a return, if you are affected by these restrictions. You just need to submit your return request before your 200-night trial has ended. Then, once the restrictions have been lifted, we will arrange a date for your pick up as soon as possible. Please note that we are only able to issue refunds, once your items have been returned to us.

  • How does the return process work?

    After we initiate a return for you, one of the collection companies we work with (British Heart Foundation, Debra or Keen & Able) will contact you via telephone within 2-3 working days to organise a suitable date for collection.


  • How do refunds work?

    As soon as the return has arrived after pickup, we will then issue your refund. Please bare in mind that the refund may take up to 2 weeks to process depending on the payment method you used.

  • What is the status of my refund?

    Please contact customer service via email or using the contact form in our footer to check the status of your refund.

  • How do I get my refund if I purchased with the monthly installment option (Dividebuy)?

    We will entirely reimburse your payment plan within 3-10 working days. However much you have paid up until the return is processed will get refunded on to the card that is linked to the plan.

  • What if I am only returning a part of my order via the installment plan?

    In the scenario that you are returning part of your order, you will receive a full refund on the items that have been returned. This will reflect on your monthly installments and be divided off your monthly payments, reducing the amount that is due each month. You will receive a confirmation email from Close Brothers in regards to your new payment structure.

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You can unsubscribe at any time by clicking the 'Newsletter Subscriptions' tab when logged in to your customer account. If you do not have an account with us, you can unsubscribe by clicking the 'unsubscribe' link at the bottom of the newsletter.

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