FREQUENTLY ASKED QUESTIONS

Ordering Online

Why are some items listed as pre-order?

Most of our styles are produced in limited quantities to avoid overproduction. Because all of our shoes and bags are handmade, if your preferred style/size is marked as pre-order, it implies that we will make it for you and ship it to you within 4 weeks.

How do I know if an item is in stock?

You will not be able to order a product online if it is out of stock. On the product page, the 'Add to Cart' option will be greyed out. Pre-order items are made to order; we don't keep stock, so if you would like to order that style, we'll make it for you.

These are for my wedding or a very special event. Can you rush my order?

Every order is important to us, and we strive to deliver your shoes as quickly as possible. If you have a tight deadline, please let us know and we will do everything we can to meet it. If you need your wedding shoes for a dress fitting, we may loan you shoes with the same heel height so that the alterations can be completed.

Can I order over the phone?

Yes, please phone +44 (0) 207 704 0012 to talk with one of our boutique stylists. We are based in London, UK, and may be reached Monday through Saturday between the hours of 10 a.m. and 5 p.m. GMT. Alternatively, book a Virtual Appointment with a member of our styling team to receive the boutique experience from the comfort of your own home.

Do you have sales or sample sales?

Yes, but they're usually only available for a limited time, and styles sell out quickly, so sign up for our newsletter to be the first to know about promotions, seasonal deals, and sample sales.

How will I know that my order has been placed successfully?

You will get a notification email when your order has been placed, followed by tracking information when your product ships. We are always happy to update you on your order. Just contact us via our Live Chat with your order number.

I just purchased an item on pre-order. How long will it take to ship?

Within four weeks of receiving your order, we will dispatch your shoes. Your shoes may be ready sooner in some situations, but we will keep you informed throughout the process.

How long does the bespoke service take?

Our bespoke service might take anywhere from 4 to 12 weeks, depending on the customization options. We will discuss exact timelines based on your preferences when ordering a bespoke product, and we will keep you updated as your order advances. Because all of our shoes and clutches are handcrafted and all of our decorations are hand stitched, bespoke creations take a bit longer.

Is my personal information kept private?

Yes, to find out more about our Privacy Policy please click here.

How do I contact customer services?

You can contact the boutique and online team in a variety of ways.

Call +44 (0) 207 704 0012

Whatsapp + 44 (0)7483 033 172

Email boutique@emmylondon.com

Or use our Live Chat.

Do you offer price adjustments?

We only do so for orders placed within three days of the same item going on sale, and the product must have been purchased at full price. For further information, please contact us.

Which payment methods are accepted?

All major credit and debit cards are accepted. PayPal and Google & Apple Pay.

For UK consumers, we also offer Klarna instalment payments.

How are digital gift cards delivered, and what does the recipient receive?

When you buy a digital gift card with us, you can enter the recipient's details and email address and choose the day that you would like them to receive the gift card in their inbox. They will be sent an email with a virtual gift card and a unique gift card number that they can then use online or in the Emmy London boutique. They will just need to show the gift card when purchasing.

About Our Shoes

Can I still order a past-season item?

While we may not have older styles in stock, you can usually request them through our bespoke service. After that, your chosen style will be made to order.

What shoes to wear for an outdoor wedding/event?

For outdoor occasions, our block heel shoes are the most popular. The stable yet stylish block heel is ideal for lawns, cobblestone, and gravel. Our flat styles are also fantastic; our sandals are perfect for garden weddings, and our flat pumps are a sophisticated option for formal occasions.

Are the shoes comfortable?

Emmy achieves the ideal balance in all of her styles by making them both beautiful and comfortable. Emmy believes you need a fundamental degree of comfort in your shoes to feel confident in them. Emmy accomplishes this by ensuring that the lasts and heels are exactly proportioned and that each size is graded. She also includes padded insoles and incredibly soft uppers, as well as optimal heel heights at comfortable pitches. Emmy considers her shoes to be stunning designs with the added benefit of unrivalled comfort.

Do you offer customisation?

Yes, you can choose the colour, material, heel height, decorations, and a range of sizes, including split sizes, with our bespoke service. Your birthstone gemstone can also be added to the sole of your shoes. Go to Bespoke to learn more about our Bespoke Service and customisation options.

Where can I find information regarding Emmy London products' care?

Please visit our care page for tips on how to care for your Emmy London shoes and accessories. We also have information about repairs and dying services. For urgent care/damage issues, please contact our stylists either on the Live Chat or by email at onlineboutique@emmylondon.com

Can I order a swatch to check the colour and material?

Yes, you can order swatches. Head to our swatch page to select the options you would like to try.

Sizing & Fit

My shoes are a bit snug. Will they break in?

Emmy carefully chooses the finest suede and leathers that are really soft and break in quickly, so don't worry if your shoes are a touch tight at first; they will give.

We use premium satins and velvets for some of our bridal and evening shoes; these styles have a little more structure than others, but once broken in, they have a little more give. If you need any guidance when it comes to finding your perfect size, please use our live chat.

Any recommendations for shoes for wide feet?

We have a number of styles for wide feet; these are EEE sized and very comfortable. Our open-toe bridal sandals, such as Cinderella, are roomy and also comfy for slightly wider feet.

I am in between sizes. Which size should I get?

This varies by style; check out the Fit Information section on the product page; this information is product specific and can help you decide. Alternatively, our team of stylists are delighted to assist you; please contact them via live chat or email.

Can I change the heel height?

Our bespoke service allows you to adjust the heel height of most of our designs. We offer precise heels for each height to provide the proper balance and so that you feel comfortable walking in your shoes. More information on our Bespoke Service can be found here.

Where can I find sizing information?

On each product page, directly above the size options, there is a link to the sizing guide. There's also a section called "Fit Information" that details how each style fits. To see the sizing guide and conversion chart, go here. If you have any further issues about sizing, please contact us via live chat or email at onlineboutique@emmylondon.com.

What is the size range available?

For most of our core collection, we usually have sizes 36 to 42 in stock, but we can produce anything from 34 to 44, even half sizes. We make these in smaller and larger sizes to-order to avoid overproduction. Please use the live chat or email boutique@emmylondon.com to learn more about ordering alternative sizes.

Do you offer a repair service?

Yes, we undertake repairs and cleanings in-house. However, if you want your shoes dyed, we can recommend London-based cobblers who do so. To learn more about our repair, cleaning, and dying services, click here.

Vistiting the London Boutique & Virtual Appointments

Where is the Emmy London Boutique?

The Emmy London boutique is located at 74 Fulham Road, Chelsea, London, SW3 6HH. We’re a short walk from South Kensington Station. To book an appointment click here.

What is a virtual appointment?

A virtual appointment is a personal shoe shopping experience via a screen with one of our expert stylists. You will be able to ask questions about a style you’ve spotted in our collection or discover the possibilities of our bespoke service. We will guide you through the process step-by-step to discover the perfect shoes and accessories for you. Virtual appointments last around 30 minutes and can be booked here.

When is the London boutique open?

The Emmy London boutique is open Tuesday to Saturday 10 am until 5 pm. We recommend booking an appointment, click here to book.

Do I need an appointment to visit the London Boutique?

While walk-ins are welcome, we do advise scheduling an appointment before coming to our boutique. Depending on what you're buying, appointments can range anywhere from 20 minutes to an hour. By making an appointment, you ensure that one of our stylists will be available to see with you. To schedule an appointment, click here.

Can I bring friends and family to my boutique appointment?

Yes, but we ask that you bring a maximum of three guests per appointment.

It's to ensure that there's enough room for everyone to feel at ease during the appointment. If a guest would also like to try on some shoes during your appointment, we will be happy to accommodate. Just let us know when you’re booking.

How long does a virtual appointment take?

Please allow up to 45 minutes for your virtual appointment. To find out more about our Virtual appointments please click here.

Shipping, Exchanges & Returns

Where can I find out information about Delivery, Taxes & Returns?

To read all the information on our delivery, taxes, and returns, please visit our Delivery and Returns page.

How do I track my order?

Once your order has been shipped, you will receive an email with a link to track it.If you have any questions about your order, please contact us at onlineboutique@emmylondon.com.

Do you ship on weekends/holidays?

Orders are presently only shipped Monday to Friday. We will ship in stock products within 2 working days of receiving your order and preorder items within 4 weeks. If you require your order to be delivered in time for an event or fitting, please indicate this in the order notes section of the cart.

Can I amend my delivery address once the order has been placed?

Yes but please notify us as soon as possible. We are unable to modify the location of an order once it has been dispatched.

Will all items from my order be shipped together?

Typically we ship all your items together. This means that if you've ordered a pair of pre-order shoes, your clutch bag will arrive at the same time as your shoes.

Please contact us if you want your items shipped separately as this can be arranged.

I am an international customer. Can I exchange or return my order?

Yes, all items are returnable or exchangeable, with the exception of sale items, regardless of your location. Please contact us if you require any additional information regarding your order.

Do you offer free shipping?

Customers in the United Kingdom can get free shipping, while international orders can get free shipping if they spend a particular amount. All shipping charges are displayed throughout the checkout process.

How do I return or exchange an item?

We include return instructions with your order; if you need to return or exchange an item, please contact us within 14 days of receiving it. We can then assist you in completing your return.

How long do I have to return or exchange an item?

You have 14 days to notify us that you want to return an item, and another 14 days to send it back to us. Once we receive the product you are returning, we will send out exchanges.If you are returning a product to receive a refund we will proceed the refund within 7 working days of receiving your return.