Shipping Policy
By placing an order on Emma, you agree to the following conditions.
These conditions are designed to ensure that both parties understand and accept the commitments of this relationship, providing mutual protection and a clear definition of our service obligations.
1. General
All orders are subject to stock availability.
Although we do our best to maintain accurate stock levels, occasional stock-outs may occur.
In that case, we will contact you to confirm whether you prefer to wait for restocking or to receive a voucher of equivalent value.
2. Delivery Costs
Delivery costs are calculated at checkout based on the weight, dimensions and destination of your order.
Payment of delivery costs is made at the time of purchase and is final.
3. Returns
Return conditions are described in our Refunds & Returns Policy, available at the bottom of the website.
4. Delivery Conditions
4.1 Delivery Times
International orders are generally delivered within 4 days.
However, in some cases, delivery may take up to 10 days, depending on the carrier and the shipping method chosen.
4.2 Preparation Times
Orders are generally processed within 2 working days after payment.
We have a 24-hour window for address changes.
Our logistics teams work Monday to Friday, excluding public holidays.
The maximum preparation time is 3 working days, although in periods of high demand delivery may take up to 1 to 2 weeks.
Note: “Preparation” refers to the moment the parcel is shipped. “Delivery” refers to the moment the customer physically receives it.
If a delay exceeds 3 weeks, we will offer you one of the following solutions:
A full refund of your order, or
A voucher worth more than the value of your purchase.
If your order confirmation is more than 3 weeks old, reply to your order confirmation email or contact us at contact@design-emma.com with the following information:
Your order number
Theemail address used for the purchase
Your name
A description of the contents of the order
The date of your order
Email subject:
Delivery delay – [Your order number]
Example: Delivery delay – #125698
Our customer service will reply within 24 working hours.
4.3 Address Changes
You can request an address change provided that your order has not yet been shipped.
4.4 PO Box Deliveries
We can ship to PO boxes via standard postal services, but not via express carrier.
4.5 Military Addresses
We can deliver to military addresses via postal services, but not via express carrier.
4.6 Out-of-Stock Items
If an item is no longer available after the order has been placed, we will contact you to choose between waiting for restocking or receiving a voucher of greater value than your original purchase.
4.7 Delivery Delays
If you experience a prolonged delay, contact us at contact@design-emma.com.
5. Tracking Notifications
Once your order has been shipped, you will receive a tracking link that will let you check the status of your parcel directly through the carrier's system.
6. Damaged Parcels
If your parcel arrives damaged, refuse it if possible and contact our customer service immediately.
If the parcel was delivered in your absence, contact us at contact@design-emma.com as soon as possible.
7. Customs and Taxes
7.1 VAT
VAT is already included in the prices displayed at checkout.
Customs duties and local taxes, if any, are the responsibility of the customer.
8. Cancellations
You can cancel your order provided that it has not yet been shipped.
Once the order has been shipped, see our Refunds & Returns Policy.
9. Insurance
Every parcel is insured against loss or damage up to the value declared by the carrier.
Loss is only recognised after official confirmation from the carrier.
A delivery marked as “Delivered” by the carrier is considered valid.
In the event of a dispute, we will work with you to resolve the matter by offering:
A free replacement of your order, or
A voucher of greater value than your purchase.
9.1 Procedure for Damaged Parcels
All damaged parcels are handled according to the conditions set out in our Refunds & Returns Policy.
9.2 Procedure for Lost Parcels
If the postal service confirms that a parcel is lost, Emma will offer one of the following options:
A free replacement of the items ordered, or
A a voucher worth more than the original order.
10. Customer Service
For any question or assistance, contact our customer service at:
📧 contact@design-emma.com