Frequently Asked Questions (FAQ)

📦 SHIPPING

What is the estimated delivery time?
Our standard delivery time is 1–15 business days. Due to high demand, public holidays, or courier delays, your order may take longer. We’ll always do our best to keep you informed.

Where do you ship from?
We ship directly from our supplier. This helps us reduce storage and transportation costs, so we can offer you better prices and even cover standard shipping costs.

Do you offer free shipping?
Yes! Orders over £25 qualify for free shipping. For orders under £25, a flat £4.95 shipping fee applies.

How can I track my order?
You’ll receive a Track & Trace link via email 2–3 days after placing your order.

What happens if I don’t collect my package?
If your package is returned to our supplier due to non-collection:

  • Orders up to £50: £14.95 fee will be deducted from your refund.

  • Orders over £50: 1/3 of the order value will be deducted.

💳 PAYMENT

Is it safe to pay on your website?
Absolutely. We use one of the UK’s most trusted payment providers. All transactions are encrypted for your security.

Which payment methods do you accept?
We accept:

  • Visa

  • Mastercard

  • American Express

  • Apple Pay

  • Google Pay

🔁 RETURNS & REFUNDS

Can I return an item?
Yes. You can return items within 30 days of delivery. Products must be unused, with original tags and packaging.

How do I initiate a return?
Email us at info@emma-lou.uk to request a return. Once approved, send your product (with completed return form) to:

EmmaLou Leeds – Returns
Moezel 19
2491 CV Den Haag
Netherlands

Do I need to include anything with my return?
Yes – the completed return form and a clear photo of the items inside the package before shipping.

Who pays for return shipping?
The customer is responsible for all return shipping costs. Use a trackable shipping method.

Are there any return fees?
Yes. A £10 administration fee per returned product is deducted from your refund.

How long does it take to receive my refund?
Once we receive and inspect the return, refunds are processed within 7–10 business days. Depending on your bank, it may take 1–2 billing cycles to reflect on your statement.

❌ ORDER CANCELLATIONS

Can I cancel my order?
Yes, but only within these timeframes:

  • PayPal: within 24 hours

  • Credit card: within 4 hours

Are there fees for cancellations?
Yes:

  • Orders up to £50: £14.95 fee

  • Orders over £50: 1/3 of order value

What if I don’t confirm my cancellation?
If we do not receive your confirmation within 24 hours, the order will be processed.

🕒 CONTACT & CUSTOMER SERVICE

How can I reach customer service?
Email: info@emma-lou.uk
Website: www.emma-lou.uk

Opening hours:
Monday – Friday: 09:00 – 18:00
Saturday: 09:00 – 17:00
Sunday: Closed