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FAQ Delivery

We're sorry to hear that! Please check the following steps first: 

- We may have sent your order in multiple parcels. Check your invoice - if a consecutive item number is missing, the item might be on backorder and will be delivered separately.
- The item might no longer be in stock. Please check your emails (including your spam or junk folders) to see if we've contacted you about this.

If neither of these applies, please get in touch with our customer service team via live chat and we'll be happy to help!

If all items in your order confirmation are marked as in stock, you’ll be shown an estimated delivery date within 3–5 working days. We always aim to meet this timeframe. However, in rare cases, delays may occur—especially during busy periods or if a stock issue requires us to temporarily hold your order.

As soon as your parcel is handed over to our delivery partner, you’ll receive an email with a tracking link so you can follow your shipment.

Please note: Our parcels travel from Germany, so it’s completely normal not to see any tracking updates until your parcel reaches the UK. This can take up to 5 working days from the time your tracking number is generated.

Once your order has left our warehouse, it is handed over to Royal Mail for delivery.

Please note that our parcels are shipped from Germany, so it’s completely normal not to see any tracking updates until your parcel reaches the UK. This may take up to 5 working days from the time your tracking number is generated.

If your order has still not arrived after 10 working days, please contact our EMP Customer Service Team via our live chat service during opening hours.

Unfortunately, due to the speed of our processing, we’re unable to make any changes or cancellations once your order has been placed. As soon as your purchase is completed, it’s immediately sent to our warehouse for packing and dispatch. At that point, the process is fully automated and cannot be stopped or modified.

We really appreciate your understanding.

If you're unable to receive the parcel at the delivery address, you may be able to redirect it using Royal Mail’s parcel redirection service. If that’s not possible, the parcel should be returned to us and you'll receive an automatic refund as soon as it arrives back at our facility.

Absolutely! We're happy to deliver your order to an address of your choice.
During checkout, you can enter a different delivery address from your billing address.

Our delivery charges are £5.49, however, by signing up to our backstage club membership for just £9.95 a year, you can receive free delivery on all orders for 1 year. 

Unfortunately, due to our fast processing, your order is sent directly for packaging as soon as the purchase is completed. Once this stage is reached, it is no longer possible to make any changes. We greatly appreciate your understanding.

We’re really sorry to hear that your order arrived damaged. But don’t worry, we’re here to help.

Please get in touch with our customer service team via live chat. To speed things up, make sure you have the following ready:

Your order number
The item number(s)
2–3 clear photos showing the damage

We’ll do our best to resolve the issue quickly for you. 

 

 

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.

We currently work with Royal Mail for all EMP deliveries in the U.K.

A signature may not always be required for delivery and if there is no one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location. A card may be left to advise this to you, or to confirm that the parcel has been returned to the local depot. You can then contact them to arrange collection or to schedule a new delivery date.

On the UK site, we can only dispatch to countries within the UK.
If you are an Irish customer please place your order here. 

We have an International site www.emp-online.com for shipping to Portugal and Greece
If you are ordering from outside these territories then please see our 'Online Shop' list at the bottom of the main home page

We aim to deliver all orders within 5 to 10 working days from the date of dispatch. You can track the status of your order under the ‘Orders’ section of your EMP customer account.While we always strive to meet this timeframe, please note that occasional delays may occur, particularly during busy periods or if a stock issue requires us to temporarily hold your order.
 
All UK deliveries are handled by Royal Mail. Once your order is ready for dispatch, you will receive a confirmation email containing your tracking information. In the email, you can access your Royal Mail tracking (your tracking number will be listed at the bottom of the email, and you can use it here to track your parcel).
 
Please note: our parcels travel from Germany, so you may not see any updates on your tracking until the parcel reaches the UK. This is completely normal, and it may take up to 5 working days from the time the tracking is created for updates to appear.
 
Please also note: Guest orders are not saved in a customer account. However, as soon as your parcel is handed over to our delivery partner, you will receive an email with a tracking link to follow your shipment.

Unfortunately, due to our fast processing, it is no longer possible to make any changes once your order has been confirmed. We greatly appreciate your understanding.

There could be several reasons for this:

- The parcel was damaged during transit.
- The delivery address was incomplete or incorrect.
- The parcel was refused upon delivery.
- The order wasn’t collected within the specified timeframe from the post office or Local Pickup Point.

We understand how frustrating it can be not to receive your order. Once we’ve received the returned item, a refund will be issued promptly.
If you still wish to receive the items, you’re welcome to place a new order, as we’re unable to resend the original parcel.

Please double-check your details and delivery address to make sure everything is correct.