How do I subscribe to the Emma Pake newsletter?
You can subscribe to our newsletter by going to the bottom of any Emma Pake webpage and entering your email address in the "Subscribe" box. You will receive exclusive information about the special offers, dates of sales and the latest news about the brand. Also, you will get 10% off on your first order.
How can I place an order on the Emma Pake online shop?
To place an order on the online shop, go to the menu and click on the "shop" button. After, you can sort the products using different criteria (range, size, best-selling, etc). After, by clicking on the products, you can see complementary photos and specific information about the items. You can also select your size. Then, by clicking on "add to the bag", followed by a click on the "check-out" button on the right side, you will arrive at the final purchasing stage in which you can view the content of your bag and entering the information needed for the delivery of your purchase. If you have any further problems please don't hesitate to contact us.
How long will take for my order to be processed?
In general order places before 12:00 UK time Monday-Friday will dispatch on the same day, but this varies by service. For more information please refer to Shipping & Returns
How can I track the status of my order?
We will send you a confirmation email a few minutes after you place your order. This email contains a summary of your order, as well as a tracking code to track your shipment. If you do not receive that email, please check your ‘Spam’ or ‘Junk’ folders. If you cannot find the it, please contact us at email@example.com
Is it possible to save the items in my bag for later?
The items that you add to the bag will remain there the next time you come back to the website. This is possible due to the cookies of your device. Consequently, you will not be able to view the items that you added to the bag when using a different device. e.g. you won't be able to see the products that you added to the bag on a computer, if you then use your mobile device.
How can I cancel or amend my order?
You can cancel or amend your order as long as it has not been dispatched by our logistics team yet. This process usually takes a short time after placing the order. We recommend you to contact us at firstname.lastname@example.org as soon as you can for any possible amendments.
How can I see sizing information?
You can find an international size guide on the product description pages. Also, you can find the information at Size Guide
Can I change my delivery address ones I have already place the order?
You can cancel or amend your order as long as it has not been dispatched by our logistics team yet. This process usually takes a short time after placing the order. We recommend you to contact us at email@example.com as soon as you can for any possible changes.
Which payment methods do you accept?
We accept Visa, MasterCard and American Express. You may also have the option of Apple Pay, Google Pay, Shopify Pay and PayPal.
When selecting the PayPal option, you will be automatically directed to the PayPal webpage to Log In. In this site, you can review the amount of the order before clicking ‘Pay Now’. When you complete this transaction, you will return to the Emma Pake website.
What currencies I can pay in?
You can currently pay in US Dollars and British Pounds. To select your currency, use the flag on the top right of the webpage. Even if you pay in any of these currencies, you can still deliver to any country at checkout.
When can I use a Discount Code?
If there are any offers, you will be able to use Discount Code to purchase products on our Emma Pake website. Please bear in mind that when you receive one of our discount codes, it could be subject to specific use conditions, such as expiry date.
What are the delivery options?
We offer different delivery options depending on the delivery destination: Please refer to Shipping & Returns for more info.
Which countries do you ship to?
We ship globally and to most countries.
What happens if I am out when my order is delivered?
If you are out when your order is delivered, a delivery notice will be left in your mailbox. This will provide you with the address of the collection point where your package will be waiting to be collected or may be redelivered. If you collect your item, you may need to bring identification and/or proof of address to be able to pick up your parcel.
If the parcel isn't collected it will be returned to us after a time and you will be charged a restocking fee to cover the cost of delivery.
What packaging will my order be shipped with?
All of our orders are shipped with a double package. Firstly, the items will be carefully wrapped and kept in one of our Emma Pake customised boxes. This package will be covered by a brown cardboard box to ensure a safe delivery.
Do I need to sign for my order?
In general, yes. We collect a signature for each of our deliveries. This way, your purchases can be insured against any theft or damage from our installations to your shipping address. We ensure your orders arrive safely and in perfect condition.
Please refer to Shipping & Returns for more info.
I have not received an order confirmation email – what should I do?
These emails are automatically delivered, and they can be redirected to the ‘Junk’ or ‘Trash’ mailboxes by some messaging programs. If you did not receive our confirmation email, we recommend you to look in these folders. Otherwise, you can contact us at firstname.lastname@example.org and we will send you a copy of the order confirmation as soon as possible.
I have not been able to pay – what should I do?
If the payment process has not been successful, please double-check if you have entered the correct card details or that the payment has not been refused by your card issuer. Otherwise, we recommend you to select a different payment method or contact us at email@example.com where we'll be able to help.
What should I do if the item received is damaged or I have not received the correct item?
In case of receiving a damaged or incorrect item, please, contact our customer service team at firstname.lastname@example.org where we'll be able to help.
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