DELIVERY & RETURNS

Delivery Timelines

IN STOCK PRODUCTS

DHL delivers all our online orders. From the time you place your order, we try to ship in stock orders within two working days. Although during peak periods orders may take up to 5 days to despatch. Transit times for shipping is typically:

- USA 1 to 2 days

- UK 1 day

- EU 1 to 2 days

- REST OF WORLD 2 to 4 days

DHL will send you an email/SMS notification with your waybill number (tracking reference) shortly after your order is shipped. There will be a link to track your order.

PRE-ORDER PRODUCTS

Products that are currently out of stock, can be pre-ordered with our workshop, you will receive the message below if this is the case prior to adding the products to your online cart.

We aim to ship pre-order items within 4 weeks, this is an estimated timeline based on our production schedule. You should be aware that timelines can sometimes extend up to 6 weeks, this is typically due to high demand or international shipping and customs delays.

Please be aware that if you order a pre-ordered item along with an item that is immediately available, the products will be shipped as soon as they both become available.

Returns are allowed if the items match our return policy conditions.

MADE-TO-ORDER

Made-To-order items have an estimated delivery time of 10 weeks.

Returns are not accepted, although size exchanges if the items match our return policy conditions.

SALE & SAMPLE SALE PRODUCTS

We ship sales and online sample sale orders within 5 working days. 

We accept returns for sale items based on our standard return policy conditions.

Sample sale items are however final and sold as described, they are non-refundable or exchangeable.

GIFT CARDS

We offer digital gift cards that are sent to the recipient via email, Emmy London gift cards can be redeemed at the checkout when shopping online or instore using the unique code associated with the gift card. For more information, please use our Live Chat.

USEFUL INFORMATION

We may need to confirm your details with your card issuer and verify your billing and delivery addresses before dispatching your order.

We do not deliver to PO Boxes (including BFPOs) or freight forwarders.

Once your order has been dispatched, we are unable to make any changes to the address.

However, DHL will send you a link that you can use to access and customise your delivery depending on the following options:

 

·   Schedule Your Delivery: If you are unable to receive your delivery on the appointed day, you can choose a new delivery date up to 7 calendar days later.

 

·   Vacation On Hold: A new delivery date of up to 30 calendar days can be set for times when you may be unavailable. Where applicable, you can also select an approximate delivery time frame for your delivery.

 

·   Collection from a DHL Service Point: You can pick up your order from a DHL Service Point/Parcel Locker where this service is available. DHL will show you the closest available Service Points so you may choose the one that is best for you. They will then contact you to let you know when your order is available to pick up, as well as how much time you have to do so. You will need two kinds of identification to pick up your package from a DHL Service Point:

 

A photo ID (e.g. passport or driving licence) and your email/SMS notification from DHL

INPOST COLLECTION FOR UK CUSTOMERS

You can also pick up your order at an 'InPost' Locker in the UK. When your order is ready to pick up, DHL will send you an email or SMS with a key code that you'll need to collect, as well as a collecting window.

Shipping Costs, Duties & Taxes

UNITED KINGDOM

United Kingdom - The VAT is included in our prices. We offer free shipping on UK orders.

EUROPEAN UNION

European Union - The VAT is included and you will not be charged any extra taxes. We offer free shipping for all orders over €150.

USA

Prices are exclusive of all taxes and duties. Please prepay at the checkout or on delivery of your order. We offer free shipping for orders over $200.

REST OF WORLD

Prices are exclusive of all taxes and duties. Please prepay at the checkout or on delivery of your order. Shipping costs are calculated when you check out. For more information please contact us via our live chat.

Returns & Exchanges

USEFUL INFORMATION

You have 14 days from the date you receive your order to notify us of your wish to return or exchange your goods, you then have another 14 days to return the goods to us.

We strive to process all exchanges within 5 business days of receiving your original order back, this assumes your exchange is in-stock. Refunds will be made within 14 days of receiving goods back.

Please send all items you intend to return from the same order in one parcel to guarantee your return is processed swiftly. Items should be new, unworn, and with all tags remaining attached when returned. Shoes should also be returned in their original, undamaged shoe box, which is considered part of the product.

Our fulfilment team can help you with your return and book a DHL collection onlineboutique@emmylondon.com, please use our Live Chat for more information.

RETURNS

Please first notify us of your desire to return or exchange your purchase, by emailing onlineboutique@emmylondon.com.

Inside your order you’ll find an Exchange and Returns form, please fill this out and send your return to us with the completed slip inside, the return address is:

Emmy London, United House, North Road, London. United Kingdom. N7 9DP

International customers - Please remember to clearly mark the box externally as ‘Return’ to avoid issues at customs, this should also be clearly stated on your customs & shipping labels. Any duties or taxes incurred by us on receiving the goods back will be deducted from your refund.

Returns are your responsibility and cost. To assist with the returns process we offer returns labels via our preferred partner DHL. The cost of the return shipment will be deducted from your refund. If you prefer you can ship your goods back independently. To request a returns label please email onlineboutique@emmylondon.com.   

Your return will be thoroughly reviewed once we receive it back, in accordance with our Returns Policy. Once your return has been processed you will receive an e-mail confirmation of your return and details of your refund which will be processed at the same time, this can take up to 14 days.

Refunds will exclude any import taxes / duties and shipping costs.

EXCHANGES

Please first
notify us of your desire to return or exchange your purchase, by emailing onlineboutique@emmylondon.com.

The exchange of
an item for another suitable size is free, however all exchanges are subject to
stock availability and our returns policy. Inside your order you’ll find an
Exchange and Returns form, please fill this out and send your return to us with
the completed slip inside, the return address is:

Emmy London,
United House, North Road, London. United Kingdom. N7 9DP

International
customers
- Please remember to clearly mark the box externally as ‘Return’
to avoid issues at customs, this should also be clearly stated on your
customs & shipping labels. Any duties or taxes incurred by us on receiving
the goods back will be charged back to you.

Returns for
exchanges are free via our preferred partner DHL.  You must request a returns label by emailing onlineboutique@emmylondon.com.

We do not provide
any re-imbursement if you send your goods back independently.  



When we receive the original item, we'll process it according to our Returns
Policy, and the exchange order will be delivered with confirmation. Please keep
in mind that any products purchased can only be exchanged for a different size,
colour, or style once.

Please keep in mind that depending on your card issuer, refunds can take up to
10 working days to arrive in your account.

CANCELLING AN ORDER

You have the right to cancel your order with us, provided you let us know within 24 hour of placing your order. Once a product has shipped you cannot cancel the order.

Pre-order products are cancellable within 48 hours of placing the order. Please send an email to onliuneboutique@emmylondon.com or call +44 (0) 203 871 6002 if you would like to cancel.