Frequently Asked Questions (FAQs)
Where is my order?
We aim to deliver all our parcels within 3-5 working days, however during busy periods, deliveries may take a little longer. All customers are kept up to date on the status of their order as often as possible. However, during busy periods, additional delays may occur. We will endeavour to ensure your order is processed within a timely fashion.
Why have I not received and email confirmation?
Please be advised that order confirmation emails are only sent if the order has been placed successfully. When a customer places an order they will receive an email confirmation. If you have not received an e-mail confirmation it is likely that your order was not successfully placed or processed. If you believe payment has been taken from your account or you may have entered the incorrect email address, please contact customer services who will assist with your query
My order is in clarification, what does this mean?
Our system has flagged a possible error with the order and this is being reviewed by a member of our team before being dispatched. We will be in touch if we require any further information from you. Otherwise, you can expect your order to be processed and sent within 24 hours.
Can I cancel my order?
Once an order is placed, it is processed and packed immediately in our warehouse which means we cannot make any changes once you have placed your order. This includes removing and adding items from you order. For further information please contact us.
Can I change my delivery address?
We are unable to make any amendments once an order has been placed. This includes any changes to the delivery address.
UK STANDARD DELIVERY
CLICK & COLLECT
How much is delivery?
Our delivery charges are £3.99, 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.
How long does delivery take?
We aim to deliver all orders within 3-5 days from the date of dispatch.
Do you offer next day delivery?
At this time, we only for standard delivery.
I have input the incorrect delivery address, can I change it?
We are unable to make any amendments to the delivery address once an order has been placed. For further information, please get in touch with our customer service team.
What courier services do you use?
We currently work with Royal Mail for all EMP deliveries in the U.K.
Why can I not track my order after receiving dispatch email?
Please allow up to 72 hours from the moment of dispatch of your order for the Royal Mail tracking number to become available. Your tracking number once available, will be e-mailed to you. You can then track your item via Royal Mail. Please allow the required time for your tracking number to become available before it is e-mailed to you.
What if no one is in?
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.
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How do I return my parcel?
Please see our Returns Video below for more details on how to return your parcel:
Is returning an item free?
We offer free returns postage labels for all our UK customers. Please follow the link above for further instructions.
How long do I have to return my items?
All items must be returned within 30 days of the date the original order was received. Items cannot be returned or exchanged after 30 days.
I’ve received a damaged/faulty item, what should I do?
Please get in touch with our customer services team for further details on how to proceed concerning damaged or faulty items.
Items Not Eligible For Return
Please note that we do not accept swimwear, underwear or jewellery as returns due to health and hygiene reasons. We cannot accept any returns in opened packages. Please ensure that your returned product is in the same condition as it was when received. We ask that the invoice is also included in the package so we can administer the refund or process the exchange accordingly.
How long will my replacement order take to arrive?
Exchanges can take up to 10 working days to be processed. Please allow the required time for a replacement item to be processed and dispatched from our warehouse.
Can I exchange for a different product?
Yes we allow all customers to exchange an item for another of the same price. If you wish to exchange for another product of a greater value, you will need to contact us in order for the additional payment to be processed.
How long do refunds take to process?
Once your return order has been received, it can take up to 5-7 working days to process.
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What payment methods do you accept?
We accept all major debit and credit cards, and also offer Paypal as a payment option. We do not currently accept American Express cards.
How do I redeem my gift voucher or voucher code?
Vouchers can be redeemed during the checkout phase. Gift vouchers can be redeemed in the billing section during checkout of your order.
How do I change payment details?
Go through the checkout process until you get to the billing stage and fill in the new card details in the relevant fields.
Can I place an order over the phone?
If you are experiencing issues placing your order online, please contact us and we’ll be more than happy to place your order over the phone.
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Can I use my Gift Card alongside offers?
Promotional offers cannot be used in conjunction with any other offers and only one voucher code or Gift Card can be redeemed for each transaction.
Is there an expiry on Gift Cards?
Gift Vouchers do not have an expiry date unless otherwise stated.
How many times can I use my Gift Card?
Gift Cards can only be used once per transaction and only one may be redeemed at a time.
I forgot to redeem my voucher, can you help?
Unfortunately, we cannot apply vouchers once an order has been placed. For further information, please get in touch with our customer services team.
My gift card doesn’t work, what should I do?
Please verify you are inputting your voucher details into the correct field. If you continue to have issues, please get in touch with our customer services team.
What do I do if I have a promotional/discount code that will not apply?
Check the terms and conditions on our website to ensure you meet the requirements. You may find there is a minimum spend required, or it can only be applied to a selected range. If you continue to have issues, please contact our customer services team.
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Are your products licensed?
Here at EMP, we pride ourselves on offering only the best quality products to our customers. All our products are licensed and approved by partners who agree to work with EMP in addition to authorising EMP as an approved partner for the sale of licensed merchandise.
How do I find my size?
Please see our size guide to check your size in inches and centimetres.
Do you have a maximum order value?
No – however orders of a larger value generally exceeding £500 may be subject to additional checks before being processed. These checks are carried out by our fraud prevention teams in certain circumstances before processing.
Do you offer a wholesale option?
Unfortunately, EMP do not offer a wholesale option. Please note that the maximum number of units that can be purchased per product, per size, per category is 5.
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What is the Backstage Club Membership?
Our backstage club membership offers our customers free delivery for 1 year on all orders In addition to this, BSC members are entitled to receive free gifts on orders over a certain values (please check promotional offers at the time of purchase), access to exclusive offers and discounts and an extended returns period of up to 100 days.
How do I redeem my free gift?
If your order is eligible, the option will appear during the checkout process at the bottom of the check out page.
Can I purchase membership as a gift?
This option is currently not available. BSC cannot be purchases for anyone other than the account holder.
Can I exchange membership between accounts?
EMP do not allow for BSC memberships to be switched between accounts.
Why have I been charged for shipping when I am a BSC Member?
BSC members are entitled to free shipping for 1 year on all orders. If you have been charged, please get in touch with the customer services team.
How much does BSC Membership cost?
BSC Membership costs just £9.95 year with automatic renewal.
How do I cancel my membership?
If your membership was purchased via PayPal you can request cancellation through your PayPal account. Alternatively, please get in touch with our customer services team.
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How can I order the EMP catalogue?
You can sign up to receive a free EMP catalogue online by clicking here
How do I order from the catalogue?
If you would like to order via our catalogue please call our Customer Service team on 02038850001. If you are experiencing problems placing an order please contact us and we will do our best to assist you further.
How long will it take to receive the catalogue?
Catalogues are delivered within 7 days of the initial request.
How often do you send new catalogues?
Our catalogues are released quarterly, subject to change. Customers can request a current copy of our catalogue at any time by clicking here
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