FAQ (Frequently Asked Questions)

EMP Backstage Club

What is the Backstage Club?

The EMP Backstage Club is our customer loyalty scheme, allowing you to benefit from free delivery, 100 days’ right of return, discounts across our entire range, freebies and tons more great perks! Membership costs just £9.95 per year - meaning it’s paid for itself after just three orders!

How do I join the Backstage Club?

Just head to www.emp.co.uk/backstageclub/ and click ‘Join Now’. Backstage Club membership will be added to your basket and you will be charged your annual membership fee of £9.95, with postage and packaging costs waived for that order.

Is Backstage Club membership transferrable?

No – Backstage Club membership is only valid for the account the membership was purchased with.

Can I give Backstage Club membership as a gift?

Sure! For just £14.95 you can send a lucky recipient the gift version of the Backstage Club, which consists of one year’s membership, a Backstage Club festival-style wristband, and an EMP access all areas Backstage Club pass. Also contained in the box is a code, which the receiver needs to type in on their EMP account page (if they don’t have one already, they will need to create one) and boom! One year’s Backstage Club membership is theirs to enjoy!

Delivery

How much does delivery cost?

Delivery for unregistered users or regular members costs £3.99. For members of the EMP Backstage Club, delivery is FREE!

I’ve accidentally sent an order to the wrong address – can I stop the order and change the delivery address?

Whoops! No worries – just get in touch with customer service as quickly as possible. We may be able to retrieve your order before it is fully processed and change the delivery details.

How will my package be delivered?

All orders are dispatched from our warehouse in Lingen, Germany. Orders are swiftly transported to the UK via DHL with final delivery to your door via Royal Mail.

My item has arrived damaged; what should I do?

If the packaging itself appears to have been tampered with, do not accept the delivery. If you have received a damaged item in an undamaged package, contact EMP customer service who will be able to arrange a refund or exchange.

Payment

Which payment methods do you accept?

We accept payment by Visa or MasterCard credit/debit card and PayPal.

Returns

What shall I do when an item does not suit me?

Please find the details concerning exchange and return here.

What shall I do when an item arrives damaged?

Please make sure that you receive an undamaged package (if necessary open the package in the presence of the postman). Do not in any case accept a damaged delivery (e.g. an opened box or similar). If you receive a damaged item in an undamaged package, please contact our customer support.