Frequently Asked Questions (FAQs)

 

COVID19

IMPORTANT UPDATE REGARDING ORDERS

Since the closure of all main retail stores across the UK we have received an increased demand for online purchases. We are very happy about this, but it also means that we are not able to process orders as quickly as usual.

We ask for your understanding and patience. If you do not receive a shipping confirmation from us within a week of placing your order, please contact our customer service team.

DUE TO THE CURRENT COVID19 PANDEMIC PLEASE NOTE THAT WE HAVE EXTENDED OUR RETURN POLICY TO 100 DAYS FROM DAY OF PURCHASE.

PLEASE VISIT OUR RETURNS PAGE FOR FULL INSTRUCTIONS ON HOW TO SEND US BACK YOUR ITEMS FOR AN EXCHANGE OR REFUND

WE WILL KEEP MONITORING THE ONGOING SITUATION AND WILL EXTEND THE PROCESS FURTHER SHOULD THE NEED ARISE

WE WOULD ALSO LIKE TO REMIND OUR CUSTOMERS THAT WE ARE STILL OPERATING AS BUSINESS AS USUAL ALTHOUGH SOME PARCELS MAY BE DELAYED

IF YOU HAVE ANY OTHER CONCERNS, QUERIES THEN PLEASE DO REACH OUT TO US AT MAILBOX@EMP.CO.UK

KEEP LIVING LOUD AND STAY SAFE

YOUR EMP CREW




Can I continue to order from EMP?

Yes of course. Please note that orders are taking longer to be fulfilled due to the ongoing COVID19 Pandemic. Currently we are experiencing delays for orders to be dispatched.




Will the delivery times remain as usual?

As much as we can! we strive to deliver as soon as possible from dispatch although we do have delays currently. Please check your tracking information for the most up to date status of your order.




Are there currently delivery delays?

In order to supply our customers while ensuring the safety of our employees, we have adapted our processes in the areas of logistics, shipping, supply chains and purchasing. This enables us to give priority to the storage and delivery of items. As a result, some of our delivery times are currently longer than usual. You can find updated delivery times on the product page of each item. Thank you so much for your understanding in this difficult situation.




Can I provide a different delivery address?

If the order has been placed then no. Please ensure you input the correct delivery address at the time of purchase.




Can I get packages infected with the Corona virus?

No. Only if you hug your infected parcel carrier. More information about how our couriers are helping you stay protected can be found here.




How do I deal with my return ?

You can send your return to us as usual. Simply follow the link below - www.emp.co.uk/return-service.html Your return will be processed immediately upon receipt and the refund will be initiated as soon as possible.




Has EMP extended the return period?

We are aware of the current situation and therefore act in the interests of our customers. We have decided to temporarily increase the return period to 100 days. If it is still not possible for you to give up your return within the specified period, please be assured that we will act in your favor.




When will I get my money back?

As usual, you will receive your money back 2-3 days after receiving the return via the original payment channel.




How do we protect our employees and our products?

At EMP, we do everything we can to prevent the spread of the corona virus. The majority of all colleagues are now working from home, our logistics are only open to our specialist staff, disinfectants and hygiene instructions have been increased significantly.



Order Status

Where is my order?

We aim to deliver all our parcels within 3-5 working days after dispatch, 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. We have now added a delivery tracker in the 'orders' section of your account. Please use this widget to get the most up to date information on your delivery.

 

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. We also cannot add any freebies or add discount codes to any order placed on the website. 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.

 

Delivery

UK STANDARD DELIVERY

3-5 working days

£3.99

BACKSTAGE CLUB
MEMBERSHIP

£9.95

*renewable every 12 months

FREE POSTAGE
RETURNS

CLICK & COLLECT
FROM YOUR LOCAL POST
OFFICE

3-5 working days

£3.99

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 offer 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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Returns

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?

Unfortunately we can only exchange the same item but in a different size. If you are wanting to exchange for a different item the amount you paid originally will be refunded to you for you to make another purchase.

 

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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Payments

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 card or voucher code?

Vouchers can be redeemed during the checkout phase. Gift cards 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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Gift Cards

Do you sell physical Gift Cards?

We currently do not sell physical Gift Cards although this is something we hope to implement in the future. Watch this space. All Gift Cards are currently sent via email.

 

How do I use my Gift Card?

Your Gift Card will be sent to you via email. You should receive this within 24 hours of placing the order. Once received, you can print the email or forward to the recipient directly. The Gift Card code will need to be entered at checkout by the user for it to be applied to the order. Please keep this email safe as we cannot offer duplicates.

 

Can I use my Gift Card alongside other offers?

Promotional offers cannot be used in conjunction with any other offers and only one Gift Card can be redeemed for each transaction.

 

Is there an expiry on Gift Cards?

Gift Cards do not have an expiry date unless otherwise stated.

 

How many times can I use my Gift Card?

You can use multiple Gift Cards per order

 

I forgot to redeem my Gift Card, can you help?

Unfortunately, we cannot apply Gift Card codes once an order has been placed. For further information, please get in touch with our customer services team.

 

My Gift card does not work, what should I do?

Please verify you are inputting your Gift Card 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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Products

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 and some Funko Pops! maybe limited to one per customer.

 

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BSC Membership

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 purchased 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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Catalogues

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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