FAQ's
Contact Us
How to contact us?
We hope you are able to find the answer you are looking for within the FAQ's, but incase you need some more assistance, please get in touch with one of our customer service team.
You can contact us via email, info@emmula.co.uk.
Shipping and Delivery
What are the estimated shipping times?
We aim to dispatch any order we receive within 2-3 working days. Our estimated shipping times from dispatch depend on which shipping method you have chosen at the checkout.
Please note, currently there is a delay with most couriers and some packages are taking longer than expected. Please understand this is out of our control and we are trying our best to get your package to you as quickly as possible.
What do I do if I entered the incorrect delivery address?
Please make sure you enter the correct delivery address at the checkout as unfortunately, we are unable to amend this once your order has been placed.
In the event that the incorrect address has been entered, we recommend you contact the courier once the package has been dispatched and requesting them to change the delivery address.
In some circumstances, the relevant courier may not be able to change the delivery address for you, and so in this case your parcel will continue to be delivered to the incorrect address that was inputted. Unfortunately, we are not liable to reship the parcel in this case. However, if the parcel is refused by the recipient at that address or the address does not exist, it is likely that the parcel will then be returned back to us. If this is the case, we will be in contact with you right away to arrange a re-delivery of your goods to the correct address.
How can I make sure my parcel is delivered safely?
If there was no one at the property at the time of delivery and the parcel wasn't left in a safe place, you will have to wait for the courier to attempt delivery again or arrange a safe place for the package to be left. Please understand, we cannot be liable for a misplaced package or a late delivery and you will need to contact the courier.
If you have any issues with a delivery, you must contact us within 14 days of the item being dispatched for us to be able to investigate the case and help you come to a solution.
How can I track my parcel?
Once your order has been processed, you will receive an email with the shipping confirmation which will contain the tracking number for your package. You can enter this into the specific couriers website to track the progress of your parcel and its estimated delivery date.
If you haven't received a tracking number, please contact us so we can arrange for this to be sent to you.
Duties and Taxes
Do I have to pay any duties or taxes?
For UK orders, there are no customs fees. However, any orders outside of the UK may be subject to additional import fees. Please note, the recipient is required to pay these additional fees. This is a government imposed charge and the fee may vary between countries.
Returns
Can I return my item(s)?
To be eligible for a refund, your item must be in the same condition that you received it, unworn, no stains, with tags still attached, and in its original packaging. You will also need to provide us with the receipt for proof of postage.
To process a return, please contact us at help@emmula.co.uk within 14 days of receiving your parcel. Please include your order number and the item(s) you would like to return in the email.
Are returns free?
Once we have received the item(s), and they have been approved for a refund, a small fee will be deducted from your refund amount to cover the returns postage. Items sent back to us without contacting us first requesting a return will not be accepted and a refund will not be provided.
What do I do if I have received a damaged / faulty item?
We please ask you to inspect your order upon delivery and contact us immediately if an item is damaged / faulty, or if you have received the wrong item. Please take images of the product, including the internal and external packaging, and retain all packaging until the case is complete. Without this we cannot process your claim.
Can I exchange an item(s)?
The fastest and easiest way to exchange an item, is to return the item you have, and once the return is accepted, make a separate order for the new item.