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FAQ Returns

We’re sorry to hear that you’ve experienced an issue with your item. Despite our best efforts, occasional problems can occur.

Please return the item to us using our free returns service, and we will issue a full refund once it has been received and processed at our warehouse.


If you decide to place a new order, we’re happy to offer a price match for the replacement item. We’ll just need proof that the original item was faulty.

Simply send your new order number along with your original order number to our customer service team. Once your new order has been invoiced and dispatched, we’ll refund the price difference

The returns policy is now 30 days from the day your parcel is delivered. If you are a BackStage Club Member you have 100 days to return from the day your parcel is delivered. The item must be returned in the condition it arrived in, with the same packaging and labels still attached. Masks, selected jewellery and underwear cannot be returned for hygiene reasons. Swimwear can be returned if the hygiene strip has not been removed. If the item does not have a hygiene strip it cannot be returned and will be treated as underwear. If your order does not comply with this we have the right to reject your return. When returning, please keep all proof of postage until your return reaches the warehouse and your request is processed.

Step 1
To return your item, please use our free returns portal.
You will need your order number beginning with 250 or 101 and the postcode of your delivery address in CAPITAL letters. 

Select the item you are returning and enter a reason for the return.
Click “Confirm selection”.

Step 3
Print out the return form and the return label.
Place the return form in your parcel. Print out the return label and stick it on the package. If you do not have access to a printer, please create your free returns label on the Royal Mail site by clicking the link below: 

https://www.royalmail.com/track-my-return#/details/1356

Just create your label and download the QR code emailed to you from Royal Mail and the Post Office can scan it off there. Please do not forget to include a note with your order number, your name, and the list of the item(s) returned in the package. 
You can now hand in your package free of charge at a Post Office.

Step 4
Take your parcel to the Post Office. Please keep all proof of postage until your return reaches the warehouse and your request is processed. On your receipt, you will also find your return tracking code which you can use to track your parcel.

Please note that we do not offer exchanges.

All returned items are inspected upon arrival at our returns centre. If an item is found to be worn, damaged, or otherwise in an unacceptable condition, it may be rejected and sent back to you.

Please send this item back using our free returns and we will issue you a refund once received at our warehouse.
Please record your return on the return portal.

If you choose to reorder, we are happy to price-match your items.
Just send over your new order number and your old order number to our customer service team and we will refund the difference once your order has been invoiced and dispatched.

The issue may be due to your order not being placed through your customer account. At the time of checkout, you selected the guest checkout option.

As the order is not linked to your customer account, you won’t be able to create a return while logged in.

To resolve this, please log out completely from your EMP account. Then, while remaining logged out, you can access the returns portal to register your return.

If this doesn’t resolve the issue, please don’t hesitate to contact our customer service team for further assistance.

Unfortunately, this isn’t possible. Once we’ve received and processed your return, a refund will be issued to your original payment method.

You’re very welcome to place a new order through our website.

Refunds are typically processed to the original payment method used. 
If you used an E-gift card for your purchase, it will be reloaded and can be used for your next order.

The returns policy is now 30 days from the day your parcel is delivered. If you are a BackStage Club Member you have 100 days to return from the day your parcel is delivered. The item must be returned in the condition it arrived in, with the same packaging and labels still attached. Masks, selected jewellery and underwear cannot be returned for hygiene reasons. Swimwear can be returned if the hygiene strip has not been removed. If the item does not have a hygiene strip it cannot be returned and will be treated as underwear. If your order does not comply with this we have the right to reject your return. When returning, please keep all proof of postage until your return reaches the warehouse and your request is processed.

Returns can take up to 7 working days to be processed once they arrive at the warehouse. You can check the day it was delivered to the warehouse by tracking it with your return tracking code.
Once the return has been processed and the refund has been issued it will take up to 10 working days to return to you.
Some refunds may require bank details but you will be contacted via email if needed.

We’re sorry to hear that you’ve experienced an issue with your item. Despite our best efforts, occasional problems can occur.

Please return the item to us using our free returns service, and we will issue a full refund once it has been received and processed at our warehouse.

If you decide to place a new order, we’re happy to offer a price match for the replacement item. We’ll just need proof that the original item was incorrect.

Simply send your new order number along with your original order number to our customer service team. Once your new order has been invoiced and dispatched, we’ll refund the price difference.

Yes, as soon as your return is processed at our warehouse, you will receive a confirmation by email. The refund will be issued as soon as possible thereafter.

Please note: If an item arrives in a worn, damaged, or otherwise unacceptable condition, it may be rejected and returned to your address.