Emma Sleep UK is primarily an online retailer of physical sleep products such as mattresses, beds, toppers, pillows, duvets, and bedding. Returns are generally framed around product-specific “night trial” periods that start from the delivery date. The longest advertised trial is up to 200 nights for eligible mattresses purchased on the UK site, giving customers time to adjust and decide whether the product is a good fit. The cancellation/return deadline is tied to the end of the applicable trial window, so the key first step is to confirm which trial applies to the exact item purchased (mattress, topper, bed, pillow, or bedding).
To start a return, the most direct route is the brand’s returns page, which provides an “initiate return” option and references a returns portal. A return request should be submitted within the relevant trial or statutory window for the product category. Emma may contact the customer before processing the return to offer troubleshooting or product tips, but customers can still proceed with a return request if they prefer. For many items, the brand positions returns as free, typically arranging collection rather than requiring customers to ship large items themselves.
Refund timing and eligibility can depend on order status and the type of product. If an order has not shipped and cancellation is still possible at the warehouse, the refund is typically initiated once cancellation is confirmed. If the item has already shipped or been delivered, the refund is generally processed after the returned item is received back through the arranged return flow. Customers should keep order confirmation details and delivery dates handy, since the delivery date anchors the trial period and the cancellation deadline.
Trial lengths vary by product. Mattresses commonly carry up to a 200-night trial, toppers are commonly associated with a 100-day trial, and certain accessories (such as pillows and weighted blankets) may have shorter trial periods. Bedding items may be limited to a shorter window (commonly 14 days) and may be subject to condition requirements. Beds and sofa beds may have a shorter return window (commonly 30 days from delivery). Some refurbished or marketplace purchases can have different return periods than purchases made directly on the UK site, so the purchase channel matters when determining the applicable window.
For the smoothest outcome, customers should submit the return request before the trial ends, respond promptly to any scheduling messages about collection, and retain proof of return/collection. If a refund does not appear after the return has been completed, the next step is to contact customer support with the order number, delivery date, and confirmation that the item has been collected/returned, and request an update on the refund status and payment method used.
