FAQ Returns

Due to COVID19 you have 100 days to return an item from when the order was placed. If you are a Backstage Club member, you have 100 days also.

Please get in touch with our customer services team for further details on how to proceed concerning damaged or faulty items.

Step 1
To return your item, please use the returns form found in your parcel.

Step 2
Afterwards, please write down the item description, item number and the size of the item(s) you would like to return. Additionally you can let us know if you would like to exchange for another size.
Alternatively, you can write your customer account number and the information about the item(s) on a piece of paper and include it with the parcel.

Step 3
Next, please add the returns form to your parcel, as we will not otherwise be able to identify your return correctly.

Step 4
Please send your parcel to the following return address:

EMP Merchandising Synergy Retail Support Ltd Ravens Way, Crow Lane Industrial Estate Northhampton NN3 9UD UK

Step 5

Your refund or exchange will be processed as soon as your return shipment has been received.

If you are not completely satisfied with the items you have purchased on our website, we are happy to offer exchanges within 30 days. Please send your return with adequate postage when returning items to EMP.

For hygiene reasons we have a no returns policy on underwear, swimwear and selected jewellery.

Remember to obtain proof of postage and the code to track your return.

Please see our Returns Video below for more details on how to return your parcel: https://youtu.be/P2xsvzKx8sI

We offer free returns postage labels for all our UK customers. Please follow the link above for further instructions.

Unfortunately it is not possible to choose a replacement for a faulty item.  However you can exchange for another size if we have this available. 

If you choose to receive a replacement item, we will send this free of charge. 

You will receive a refund back to the originally chosen payment method. Once your return order has been received, it can take up to 5-7 working days to process.

As soon as your return has been received, the credit will be refunded to your PayPal or credit card account within 3-5 days.

Please note:
Some of our products (e.g. shoes, leather goods) are dispatched from other warehouse locations, which means that unfortunately there may be some delays in processing refunds.