Delivery and Returns

-

Processing your order

HAND FINISHING

All our shoes and accessories are hand finished in our London studio. The precise nature of this work means that it can take a few days for your order to be shipped. For estimated delivery timelines, please see Delivery Timeline & Costs. If you have an urgent request, please email onlineboutique@emmylondon.com.

We endeavour to prepare all in-stock orders within five days of receiving your order.

PRE-ORDER PRODUCTS

Pre-Order products can take up to 4-6 weeks to be shipped. We will ship your order as soon as the item is back in-stock and notify you via email.

There may be extended timelines during the month of August. 

MADE-TO-ORDER PRODUCTS

All Made-To-Order products are handmade; they have an estimated delivery time of 10-12 weeks. We will dispatch your order as soon as it is ready. For more information, please email onlineboutique@emmylondon.com.

 

+

DELIVERY TIMELINES & COSTS

LocationIn StockPre-OrderMade-To-OrderOrders Below £300Orders Above £300Import Duties
UK2-5 Days4-6 Weeks10-12 WeeksFree ShippingFree Shipping-
EU2-5 Days4-6 Weeks10-12 Weeks£15Free Shipping-
USA & Canada2-5 Days4-6 Weeks10-12 Weeks£15Free ShippingCovered by Customer
China 5-10 Days4-6 Weeks10-12 Weeks£20£20Covered by Customer
Japan5-10 Days4-6 Weeks10-12 Weeks£20£20Covered by Customer
Rest Of World5-10 Days4-6 Weeks10-12 Weeks£20£20Covered by Customer

All orders are delivered via DHL. You will receive a tracking link by email.

Please note Emmy London is not able to deliver to PO Boxes (including BFPO) or Freight forwarders. Once your order has been placed, we are unable to amend the address details.

DELIVER TO STORE:

UK orders can be delivered to our Chelsea boutique: 74 Fulham Road, Chelsea, London, SW3 6HH, please let us know once you have placed your order if you would like to collect in-store by emailing onlineboutique@emmylondon.com. This service is free of charge.

Costs and delivery timelines are subject to change. Please see our Terms and Conditions for more information. 

 

+

TRACKING YOUR ORDER

Please go to http://www.dhl.co.uk/en/express/tracking.html to track international orders.

Please be sure to provide your telephone number and email when checking out - so our courier can contact you easily once your shoes are ready to be delivered.

 

+

TAXES & DUTIES

UNITED KINGDOM

The VAT is included in our prices

EUROPEAN UNION

The VAT is included, you will not be charged any extra taxes.

USA & CANADA

We deliver to the USA & Canada on a Delivery Duty Unpaid (DDU) basis. Prices are exclusive of all taxes and duties. These charges are the responsibility of the customer and have to be pre-paid either when the order is placed at checkout or on delivery of your order through the shipping agent or local customs office.

REST OF WORLD

When products are shipped outside the EU, we ship on a Delivery Duty Unpaid (DDU) basis. This means prices are exclusive of all taxes and duties. These charges are the responsibility of the customer and have to be paid at checkout or on delivery of your order. Please contact your local customs office for more information.

 

+

RETURNING OR EXCHANGING YOUR ORDER

Please note Made-To-Order shoes are made especially for you and are not exchangeable or refundable.

EXCHANGES

Do you need a different size? You can exchange our standard products easily by following our exchange instructions, please see ‘How To Return Or Exchange Your Order’. You have 14 days from the delivery of your order to let us know that you would like to exchange it. You then have a further 14 days to send the item back to us. 

RETURNS

You can return our standard products with our straight-forward returns system. However, Made-To-Order products are not returnable if you change your mind.

Once your return is received, it will be thoroughly inspected in accordance with our Returns Policy. Once accepted, you will receive an email confirmation of your return and refund.

You have 14 days from the delivery of your order to let us know that you would like to return your order. You then have another 14 days to return your order to us for the refund to be accepted. 

RECEIVING A REFUND

All products returned following our returns procedure will be credited to the original purchaser's account. This is excluding delivery charges and import duties. Please note that refunds may take up to 10 working days to appear in your account depending on your card issuer.

 

+

HOW TO RETURN OR EXCHANGE YOUR ORDER

You have 14 days from the delivery of your order for a return or exchange to be accepted.

EASY EXCHANGES

We offer easy exchanges so you can exchange your order to a different style, size, colour or heel height with ease. Please see our Easy Exchange points below for more information.

• Any in stock items we will endeavour to send out within 5 days of receipt of returned product.

• Pre-order items have a lead-time of 4-6 weeks

• We cover the cost of the shipment of the new product

• We can exchange for a different product without the need to place a new order. In case of price difference, we can action a partial refund, send out a PayPal request for balance outstanding or take payment over the phone.

• We can offer colour swatches if needed and we are always available to offer personal fitting advice.

If you decided to exchange your order please follow the steps in ‘Return Your Order To Emmy London’ section below to ensure an easy exchange.

RETURNING YOUR ORDER TO EMMY LONDON

1. Please contact us to let us know whether you would like an exchange or a refund within 14 days of receipt.

2. Complete the returns form to ensure your order can be promptly processed for a return/exchange.

3.

a. UK Customers; please send your returns to: Online Returns, The Busworks, United House, North Road, London N7 9DP, UK within 14 days of informing us of your intention. Please ensure that you send your shoes by registered post back to Emmy London.

b. International Customers; We can schedule a collection to return the shoes to us. The cost of this service will be deducted from your refund amount. Please contact onlineboutique@emmylondon.com to book in a collection. If you are returning your shoes from a non-EU country, please clearly mark the package with 'Return' and attach the original shipping documentation to help your package return clear customs quickly.

4. Once we have received your shoes, we will contact you to confirm your return/exchange request.

5. Refunds will be carried out within three days of confirmation, exchanged shoes that are in stock will be sent out within seven days, shoes that are out of stock can take up six weeks to make, please get in touch to confirm the stock of your preferred style and size.

6. Worn or damaged shoes or accessories will not be accepted for a full refund or exchange for any other reason than a manufacturing fault. Please visit our Terms & Conditions for more information.

7. Please be aware that we do not cover the cost of returns.