Customer Services   Tel: +44 (0)207 307 2380

Free UK delivery when you spend over £50

Order FAQs

When will my order be posted?

All our orders are sent via courier and we normally expect to dispatch all orders within one working day

Priority orders and Special Delivery orders placed before midday are normally dispatched on the day of order, as long as it is before midday.

For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.

Please cancel my order

If you should wish to cancel your order please use the contact form below immediately, detailing your order number.

If you have contacted our Customer Services team within our working hours (Monday to Friday 09:00 to 17:30 GMT) there is a possibility we may be able to intercept your order, however we work very hard to ensure that we pick, pack and despatch orders very quickly, so it is possible you may already be too late.

For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.

What is UK Priority delivery?

Please note this service will be disabled during the bank holiday period at Christmas.

Priority delivery is a paid-for premium delivery service that means any orders placed before midday, will be picked, packed and shipped the same working day. Orders placed after midday will be shipped on the next working day.

For UK clients priority delivery items are sent by courier and will take between 2 and 5 days to get to you.

For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.

My order has arrived damaged, what now?

We take the utmost care in packing and shipping your products, although unfortunately some items can, on rare occasion, get damaged in the post. Please contact us immediately using the form on our contact page if your order has arrived damaged, making it clear whether you would like a refund or replacement.

In most cases we will request that you return the damaged item to us through our returns process, however if the product is not in suitable condition to do this if you are able to email a picture we may be willing to waive this requirement.

For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.

How do I return a product?

Please complete the returns section on the despatch paperwork you have received with your order. Fill in your details and package the goods as best as you can.

Sorry, we do not offer a free returns service. We recommend that you post any returns to us using a method that is trackable or alternatively obtain a "certificate of Posting”, as we cannot be held responsible for any items without proof of posting.

For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.

 

How do I use a promotional code?

Whether you've received a promotional code on one of our newsletters, spotted an offer on our Facebook page or have won a competition, the good news is these are easy to use.

So how do you redeem it? Just follow these steps...

  1. When you finish shopping and all of your items are in your basket, click Shopping Bag at the top right hand corner
  2. Review your order and select Checkout
  3. Enter your code into the 'Offer Code' box that appears and click 'Redeem'
  4. The page will refresh and the voucher code will be activated

For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.

Are your products the same as you'd find on the high street?

Please rest assured that at emmahardie.com, we pride ourselves on selling high quality products. We do not retail on eBay or via any other third party distributors.

We are committed to provide the best service possible to our customers and welcome any feedback positive or negative and welcome your comments.

For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.

Are all products available for sale in all countries?

Unfortunately our products are not available for sale in all countries, however we are striving to work with online retailers and distributors across the world. For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.

How do I change my account details?

It is easy to update or change personal details by clicking the 'My Account' or 'Sign In' link at the top of our website, login to your account if not already logged in and then you are able to amend your unique profile settings, preferences, payment methods and address book etc...

For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.

I am having difficulties using the emmahardie.com website?

If you are having problems with the operation of the website please contact us using the form on our contact page or contact our customer services team and we will be happy to help.

Please state the type of device, which operating system and the name of the browser you are using and we should be able to resolve the problem right away.

For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.

I would like an exchange or refund for a product I ordered?

If your product has not been opened or used, we will happily accept it back for a refund or exchange.

Please note that we can only exchange an item for the same product or for a different product of the same price or lower price than the original item (if lower we will refund the difference).

Please state clearly on the returns note your reasons for return and whether you'd like a refund or exchange, and for which product. Exchanges are usually processed and despatched within a few days of receiving the goods back

For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.

Which payment methods do you accept?

We accept Visa, MasterCard, American Express, Solo, Maestro, Delta , Electron and PayPal.

For further information or assistance please contact us using the form below and we will respond as soon as we can.

Do I have to sign for my delivery?

Standard FREE UK deliveries are tracked and the majority will require a signature. If you have selected Special Delivery then this will need to be signed for.

UK Priority delivery is sent out by post and does not require a signature on delivery.

You can track your package by clicking on the link on your dispatch email.

For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.

I have forgotten my password, what do I do next?

If you have forgotten your password please contact us to request a new password.

For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.

Is it safe to shop online?

It is very safe to shop online with emmahardie.com

We use one of the most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible level of security.

We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:

  • Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure
  • Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server
  • Data Integrity - this checks the data being transferred to ensure it has not been altered

In the unlikely event that there is unauthorised use of your card you must report the incident immediately to your credit card provider in order to qualify for security protection.

For further information or assistance please contact us using the form below and we will respond to you as soon as we can.

How do I use a Gift Voucher?

Great news you have been lucky enough to receive a gift voucher to spend on wonderful products at emmahardie.com

So how do you redeem it? Just follow these steps...

  1. When you finish shopping and all of your items are in your basket, click Shopping Bag at the top right hand corner
  2. Review your order and select Checkout
  3. Enter your code into the 'Gift Certificate' box that appears and select 'Redeem' - The page will refresh and the gift voucher code will be activated

For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.

Is there an expiry date on my Gift Voucher?

Gift Vouchers do have an expiry date and these will be detailed on your PDF Gift voucher or on your Gift Voucher confirmation email.

For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.

When will my order be despatched?

We normally expect to despatch all orders within one working day.

Priority orders and Special Delivery orders placed before midday are normally despatched on the day of order.

For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.

What is your returns policy?

For hygiene reasons, items can only be returned if they are unopened, unused and in re-saleable condition with all seals, packaging and any cellophane intact and unopened.

Items must be returned within 21 days of despatch.

If you wish to return or replace an item, please complete the returns section on the invoice and return to the below address. If you no longer have your invoice, please include an explanatory note quoting your order number.

Which exchange rate do you use?

All of our prices are set in our home currency (GBP) and then exchanged to your chosen currency.

We regularly review these rates, but in order to keep our pricing as simple as possible we change them on an infrequent basis.

If you are not 100% happy with our conversion rates please feel free to place your orders in GBP, in this instance your payment provider will convert your purchase price back to your local currency upon completion of the transaction.

For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.

Why haven't I received my delivery?

As soon as we despatch your order you will receive an email confirmation from us confirming that your order has been sent, if this was using a tracked service it will include a tracking number in the email.

United Kingdom

Standard FREE delivery orders are sent to the UK using a tracked delivery solution and you will be sent email delivery updates upon successful delivery or if there are any delays. Delivery should normally take 3-7 working days

Priority delivery orders sent to the UK are sent using First Class post, this service is not tracked but should normally be delivered within 2-4 working days.

Special Delivery orders sent to the UK are normally delivered on the next working day by 1pm; however outlying areas such as the Highlands & Islands may incur the usual delays experienced with Royal Mail deliveries

Rest of the World

We send all Standard delivery orders by post, with delivery taking 5-7 days for Europe and 7-10 days for the rest of the world; however deliveries can sometimes incur slight delays if the shipment is either especially heavy or due to local customs procedures that lie outside of our control.

Please note, emmahardie.com will only consider claims for lost items sent by Standard International delivery 30 days after despatch for Europe and 90 days after despatch outside of Europe.

For further information or assistance please contact us using the form below and we will respond as soon as we can.

VAT and Customs Tax

For deliveries into Europe, in the rare event that you are charged import duty, emmahardie.com will provide a refund provided we are notified within 30 days of despatch. Should you wish to claim a refund, please fill out the form on our contact page and attach links to photos/scanned images of the customs receipt.

We can only refund up to the total value paid for the order, all refunds will be issued via the original payment method.

For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.

How long do I have to return an item?

We request that all Items must be returned within 21 days of despatch.

For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.

How long will it take to process my return?

Returns are usually processed within a few days of receiving the goods back. Refunds can take up to 1 week to show on your account; this is due to the time taken by some banks to process the payment. We will refund you by the same payment method used to make the original order (e.g. if you have paid by PayPal, we will reimburse your PayPal account).

For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.

What if I have an allergic reaction to a product?

Very occasionally people have reactions to certain products they haven't used before. Please read our ingredients listing which can be found on the back of our cartons.

In all cases we recommend you visit your doctor in the first instance. We have a special form that needs to be filled in if you do have a reaction to any products so we can advise the manufactures of the symptoms and problems occurred.

For further information, a copy of the required form or for further assistance please contact us using the form on our contact page and we will respond as soon as we can.

How long will my order take to arrive?

This will depend on the delivery solution you have chosen.

United Kingdom

Delivery Type Cost Service Service Description
FREE Standard Delivery Free Tracked Carrier Service 3-7 days
Priority Delivery £1.95 1st Class Post 2-5 days
Special Delivery £5.95 Royal Mail Special Delivery Next-day delivery for orders placed before midday*
(please see note below)

*Notes on Special Delivery

  • Outlying areas will be subject to standard Royal Mail delivery delays (e.g. Highlands & Islands)
  • For Special Delivery orders placed by midday Monday to Thursday will be delivered before 13:00 the next day, orders placed before midday on a Friday may be delivered on either Saturday or Monday.

Rest of the World

All estimated delivery times could be affected should your parcel be very heavy or if delayed by Customs entry procedures.

Do I pay to return my item?

Sorry we do not offer a free returns service. We recommend that you post any returns to us using a method that is trackable or alternatively obtain a 'Certificate of Posting', as we cannot be held responsible for any items without proof of posting.

For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.

Are there any countries you do not ship to?

We ship to many countries around the world, if you do find a problem setting up a delivery address please contact us and we will investigate.

For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.

How much is Post and Packaging?

United Kingdom & Channel Islands

All items are normally dispatched within one working day of placing your order, Special Delivery orders placed for UK delivery before midday, Monday to Friday, are dispatched on the day of order.

Delivery Type Cost Service Service Description
FREE Standard Delivery Free Tracked Carrier Service 3-7 days
Priority Delivery £1.95 1st Class Post 2-5 days
Special Delivery £5.95 Royal Mail Special Delivery Next-day delivery for orders placed before midday*
(please see note below)

Please note emmahardie.com will only consider claims for lost items sent by post 14 working days after dispatch.

*Notes on Special Delivery

  • Orders placed by midday Monday to Thursday will be delivered before 13:00 the next day, orders placed before midday on a Friday may be delivered on either Saturday or Monday.
  • Outlying areas will be subject to standard Royal Mail delivery delays (e.g. Highlands & Islands)

The item I want is out of stock, will you be getting more stock?

Should we "sell out" of a product that we expect to take delivery of in the coming days or weeks you will be offered the opportunity to enter your email address so as to be informed when we receive our next delivery.

Alternatively you can contact our customer service team on +44 (0)207 307 2380.

How can I sign up to your newsletters and promotional emails?