Frequently Asked Questions (FAQs)
IMPORTANT UPDATE REGARDING ORDERS
Whilst we dispatch all orders as quick as we can we do understand that all carriers, including DHL, are too experiencing delays to deliveries due to the current pandemic. Once the parcel has left our logistics centre please use the DHL website to track your parcel and for the most up to date information.
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 AND THERE ARE SOME DELAYS TO ORDERS BEING DELIVERED.
IF YOU HAVE ANY OTHER CONCERNS, QUERIES THEN PLEASE DO REACH OUT TO US AT MAILBOX@EMP.CO.UK
KEEP LIVING LOUD, STAY SAFE AND STAY HOME
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.
Where is my order?
We aim to deliver all our parcels within 3-5 business 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. Additional delays may occur but we will always endeavour to ensure your order is processed within a timely fashion.
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.
How much is delivery?
Our delivery charges are €4.95
How long does delivery take?
We aim to deliver all orders within 3-5 days.
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 DHL for all EMP deliveries in Ireland
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 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.
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.
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.
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.
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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 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.
What can I do if I’m having issues making payment?
You can try using an alternate browser or device. You can also try using an alternate payment method. If you continue to have issues, please contact our customer services team.
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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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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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 6.
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