FAQ Returns

We’re sorry to hear that you’ve experienced an issue with your item. Despite our best efforts, occasional problems can occur.

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 issue

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

The returns policy is now 30 days from the day your parcel is delivered. The item must be returned in the condition it arrived in, with the same packaging and labels still attached. Masks, selected jewellery and underwear cannot be returned for hygiene reasons. Swimwear can be returned if the hygiene strip has not been removed. If the item does not have a hygiene strip it cannot be returned and will be treated as underwear. If your order does not comply with this we have the right to reject your return. When returning, please keep all proof of postage until your return reaches the warehouse and your request is processed.

Step 1
Go to our returns portal. You’ll need your order number and the postcode of your delivery address (in CAPITAL LETTERS). *add link:

Step 2
Select the item you’re returning, choose a reason, and click "Confirm selection".

Step 3
Please send your parcel to the following return address:

E.M.P. Merchandising Handelsgesellschaft mbH
Darmer Esch 333
49811 Lingen
Deutschland.  Keep your proof of postage and tracking code until your return has been received and processed.

Return costs: 
Returns are at the customer’s expense unless the item is faulty or the error is ours. In that case, please contact our customer service before returning your item.

Please get in touch with our customer service team for further details on how to proceed concerning damaged or faulty items.

The issue may be due to your order not being placed through your customer account. At the time of checkout, you selected the guest checkout option.

As the order is not linked to your customer account, you won’t be able to create a return while logged in.

To resolve this, please log out completely from your EMP account. Then, while remaining logged out, you can access the returns portal to register your return.

If this doesn’t resolve the issue, please don’t hesitate to contact our customer service team for further assistance.

Unfortunately, this isn’t possible. Once we’ve received and processed your return, a refund will be issued to your original payment method.

You’re very welcome to place a new order through our website.

Refunds are typically processed to the original payment method used. Exceptions apply to payments made by bank transfer, in which case we’ll need your bank details. If you used an E-gift card for your purchase, it will be reloaded and can be used for your next order.

Returns can take up to 7 working days to be processed once they arrive at the warehouse. You can check the day it was delivered to the warehouse by tracking it with your return tracking code.
Once the return has been processed and the refund has been issued it will take up to 10 working days to return to you.
Some refunds may require bank details but you will be contacted via email if needed.

We apologise for sending you the incorrect item/s.
Please return the item/s to us free of charge via our Returns Portal. Select the item/s you ordered and choose Incorrect item delivered as the reason for return.

A refund will be issued promptly to the original payment method once we receive the returned item.

Please note that we do not offer exchanges.

Yes, as soon as your return is processed at our warehouse, you will receive a confirmation by email. The refund will be issued as soon as possible thereafter.

Please note: If an item arrives in a worn, damaged, or otherwise unacceptable condition, it may be rejected and returned to your address.