FAQs
IF YOU CAN’T FIND WHAT YOU ARE LOOKING FOR IN OUR FAQS, OUR CUSTOMER SERVICE TEAM ARE ALWAYS HAPPY TO HELP. JUST CONTACT US VIA ONE OF THE METHODS BELOW – WE AIM TO RESPOND TO ALL QUERIES WITHIN 24 HOURS. CALL US 0345 345 1914 OR EMAIL ENQUIRIES@EMRECO.CO.UK
WHAT ARE YOUR CUSTOMER CARE OPENING HOURS?
If you have any questions or would like to place your order over the phone, then our customer care team are available Mon - Fri 8.00am - 4:30pm.
If you contact us out of office hours or all our operatives are busy, then please leave a message with your name and number and a member of the team will get back to you. We aim to respond to all phone messages within 2 working days. If you have a query and would like a faster response, then leave us a message through the contact form on our website and one of our customer care team will get back to you within 1 working day. Or call us: Tel: 0345 345 1914
I AM UNSURE OF MY SIZE, WHERE CAN I GO FOR HELP WITH MY EMRECO ORDER?
If you are unsure of your size, then we have a comprehensive size guide that is there to help - this is located in the main navigation menu at the top of your page or within each listing on site.
Each product listing will also contain any relevant lengths/measurements with the description.
If you are still unsure then please do not hesitate to contact one of our friendly customer service representatives, we are always here to help.
HOW DO I USE A PROMOTIONAL CODE?
From time to time, we may offer you the opportunity to take advantage of some fabulous offers - whether this be free shipping or a discount off your order amount.
Any promo codes are accepted both over the phone or when placing your order online. If you are ordering over the phone, then please quote your promo code and our customer care team will activate the offer on your order.
If you are placing your order online, then please enter you promo code in the "Discount" box at the checkout. Please note that you cannot use more than one promo code in one transaction. Promo codes will have an end date, see advertised details or speak to one of our customer care team if you are unsure. Promo codes cannot be added after an order is placed.
WHAT EMAILS WILL I RECEIVE ONCE I HAVE PLACED MY ORDER?
Once you have placed your order with us you will receive a confirmation email to tell you that your payment has been taken and that your order is being processed.
Once your order has been packaged up and has left our warehouse you will receive an additional email to confirm that your order has been shipped.
In the unlikely instance that you do not receive a shipping confirmation from us within 2 working days of placing your order, please contact us and one of our customer service representatives will follow up your query for you straight away.
CAN I MAKE ANY CHANGES TO MY ORDER?
Once your order is placed, we start processing it straight away to ensure it reaches you as soon as possible. Therefore, once it has been placed we cannot guarantee that any changes can be made. However, if you contact us before you receive your shipping confirmation email, we will do our best to help you where we can.
HOW DO I MAKE CHANGES TO MY ACCOUNT?
If you would like to change your postage/billing address at any point this is super easy to do online via your own account page. Just login and you will see all the account details that you have registered with us.
CAN I PAY OVER THE PHONE?
We accept Visa, Mastercard and Maestro for payments made over the phone. Please note that unfortunately we are unable to accept payments made via PayPal over the phone.
HOW CAN I PAY FOR MY ORDER?
When placing your order online we have 2 secure methods of payment:
PayPal: If you have a PayPal account you can select to pay via PayPal. You will then be taken to the PayPal login page where you will be prompted to enter your log in credentials. You will then be taken back to Emreco.com to confirm your order.
Credit/Debit card: We accept Visa, Visa Debit, Mastercard and Maestro both online and over the phone.
Please note: We cannot accept PayPal as a method of payment when placing your order over the phone.
Our checkout is powered securely by Sage pay meaning that your card details will never be recorded. Please rest assured that we have stringent processes in place to ensure your payment information is kept confidential and once your payment has been taken, we do not save or record any of your card details.
HOW CAN I CHECK THE PROGRESS OF MY RETURN?
It's super easy to check up on the progress of your return by logging into your account.
If you are unsure of any details, then please don't hesitate to contact a member of our customer care team.
HOW DO I RETURN SOMETHING TO YOU?
All items you have purchased must not be worn and must still have all relevant tags and labels attached as well as being in a resalable condition.
To return your order, please fill in the Return Form in your package, stating the items you are returning and a reason for return.
Place the form back into the parcel along with your items and post it back to Emreco at your local DPD office with tracked delivery to: Emreco, Tong Road Business Park Amberley Road, Leeds, England, LS12 4BF.
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
You will receive a full refund of the price paid for the items, but we do not refund your delivery cost (unless the products were faulty).
Please allow up to 10 working days from receipt, for us to process your refund, this may be longer during busy sale periods.
HOW LONG WILL MY REFUND TAKE TO BE PROCESSED?
Once you have sent your return and it has arrived back with us, we will notify you via email, it can take up to 10 working days for your order to come back to us and for your refund to be processed and back into your account.
WHAT IS YOUR RETURNS POLICY?
Please note that during some promotional periods we may request that customers pay for their own returns if an item is not suitable. This will be clearly stated on promotional banners, blocks and artwork on the website and in any email campaigns.
If you have changed your mind or would like a different size or colour, there is no problem returning it to us. We will happily accept orders returned to us within 28 days of purchase and we will give you a full refund. All items you have purchased must not be worn and must still have all relevant tags and labels attached as well as being in a resalable condition.
Please note we are unable to prevent the dispatch of an order that has already been sent to our warehouse (this is typically within 10 minutes of your order being placed), you will need to return your order by post to us and the return will be processed subject to our normal terms and conditions.
Where a refund is agreed, we will credit your credit or debit card with the agreed refund amount.
If you would like to exchange your item for another size, you must return the item and make a new order for the size you require. We will refund your original item once it arrives back to our warehouse.
To return your order, please fill in the Return Form in your package, stating the items you are returning and a reason for return.
Place the form back into the parcel along with your items and post it back to Emreco at your local DPD Office with tracked delivery to: Emreco, Tong Road Business Park, Amberley Road, Leeds, England, LS12 4BF.
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
You will receive a full refund of the price paid for the items, but we do not refund your delivery cost (unless the products were faulty).
Please allow up to 10 working days from receipt, for us to process your refund, this may be longer during busy sale periods.
All Emreco deliveries must be signed for to ensure the safety and security of your order.
These orders are tracked at the point of departure and delivery when a package is signed for.
However, if you have not received your order from us in the designated time frame, please do not hesitate to contact us and we will do our best to chase your enquiry
WHAT DELIVERY OPTIONS DO YOU OFFER?
FREE UK Standard Delivery on all orders over £75 (except sale items or discount codes taking the total below £75)
UK Standard Delivery - £4.95 (approx. 3-5 working days after the order has been shipped)
We use DPD as our courier.
We do not currently ship outside of the UK but we are working on changing that. Sign up to our newsletter for up to date information on the brand.