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FAQs

How much is delivery?

Our delivery charges can be found here.

I have received the wrong item / an item is missing from my order. What should I do?

Please contact us immediately so we can remedy this as quickly as possible.

Have you received my return?

We do our best to process returns as quickly as possible however this can take longer than usual during busy periods. Please allow up to 30 days for refunds to reach your bank account. If you are concerned about your return please contact us via email (with tracking details if you have them) so we can check the status for you.

Where is my order?

You should receive a tracking number upon order dispatch. If this is missing please contact us. If your order is taking longer than anticipated and / or the tracking information is of no help please contact us so we can investigate.

The item / size I want has sold out? Will it be coming back?

Unfortunately in the majority of cases once something has sold out we are not in a position to re-stock it. You are always welcome to contact us expressing your interest in a sold out item so if we do re-stock it we can contact you directly.

What do I do if I haven’t received an order confirmation?

Please contact us straight away so we can investigate. You can also see an overview of your orders by logging into your account.

Can I cancel my order?

Yes, but please contact us as soon as possible to let us know you wish to cancel. Our warehouse begin to process your order very quickly once received and once your order has been labelled for dispatch we will not be able to cancel your order.

What shipping options do you offer?

At present we only offer standard shipping services. More details can be found here.

I have received a faulty item. What should I do?

Please contact us immediately so we can organise an exchange.

How do I redeem a promo code?

Simply enter it into the voucher code box at the checkout. Not working? Please contact us so we can help.

What payments do you accept?

We accept all major credit and debit cards as well as PayPal. Unfortunately at this time we cannot accept American Express.

Where are your garments made?

We know our customers care where their clothes come from, and so do we. The majority of our collections are produced in India with a factory we have an excellent and long-standing relationship with, and we have recently started producing part of our range with some fantastic factories in China.

Are your garments manufactured ethically?

We always endeavour to work closely with like-minded businesses, building long-term working relationships to guarantee best practice of manufacture and care. We make regular visits to ensure we are satisfied that our requirements for ethical working are being met. We also request that all manufacturers are compliance certified with SEDEX or ISO:9001 and audited on a regular basis.

As well as this we ask all of our partners to adhere to the following guidelines:

  • A safe and hygienic environment is provided for all staff
  • Adequate steps are taken to prevent accidents in the workplace
  • Access to clean toilet facilities and water are available to all
  • No one is employed younger than the legal age for employment
  • All employees will be treated with respect and dignity
  • No person will be subject to discrimination
  • No form of child labour or forced labour will be used
  • Working hours comply with national laws

How do I return an item?

Simply pop the item back in the post with its original packaging and a completed returns form. We recommend using a tracked service when returning orders to ensure it arrives safely. More information on returning an item(s) can be found here.

Have you received my return?

We do our best to process returns as quickly as possible however this can take longer than usual during busy periods. Please allow up to 30 days for refunds to reach your bank account. If you are concerned about your return please contact us via email (with tracking details if you have them) so we can check the status for you.

I haven’t received a tracking number. What should I do?

Please contact us via email so we can re-send this to you. If you have an account set-up you can also find this information in your account dashboard.

How do I know which size to order?

Our size guide should help you determine your size and can be found here. There is also fit and sizing information on each product page to help you with sizing. Simply to click on the ‘Size Guide’ tab within the product page you’re browsing.

Do you have a store?

At present we do not have our own store. However we have a number of fantastic stockists around the world and a full list can be found here.

Can I return an item purchased in the sale?

Our normal returns policy also applies to all sale items. You can read it here.

What delivery company do you use?

All UK orders are sent via DPD. All orders going outside the UK are currently sent via DHL. All orders are sent tracked and require a signature on delivery. We may change courier companies from time to time in order to offer you a better service.

You don’t deliver to my country?

We may not have launched shipping into your country just yet so will be unable to deliver to you. We’d recommended checking out our stockists page as we may have one near you!

I’m having a problem buying from your website. What should I do?

Please contact us as soon as possible, giving us as much information about what has gone wrong so we can do our best to help you process your order.

My promo code doesn’t work?

Please contact us so we can help.

Can I buy a gift card for a friend and/or family?

You can! Buy yours here.

I’ve sent an enquiry but haven’t heard back from you. What should I do?

We do our best to respond to customer enquiries as quickly as possible however as we are a small team it sometimes may take a little longer than we would like. If your enquiry is urgent please feel free to call us on +44 (0)20 7812 9992.

I am interested in stocking Emily and Fin in my shop. Who should I contact?

You can contact our wholesale team on wholesale@emilyandfin.co.uk