Frequently Asked Questions

Do you offer international shipping?

  • Yes! We ship to many international destinations as standard. If you cannot order to your destination please contact us for a quote!
  • Please note: All our EU orders are supplied under Delivered at Place (DAP) terms. This means that local VAT is not applied, instead, taxes and duties are payable by the recipient at the point of delivery.
  • IMPORTANT: Parcels which are refused or returned due to unpaid tax or duties are not eligible for shipping refunds and may incur further costs:
    • Once the parcel has been returned to us, we will issue a refund for the cost of the goods only*.
    • *Shipping costs will not be refunded, as they are used to fulfil the original shipment and are non-recoverable.
    • *Return costs, customs fees and duties charged to us may also be deducted from your refund.

Delivery Terms

  • Parcels will be sent to the delivery address provided at the time of purchase. Once an order has been processed, delivery details cannot be amended. You will receive email notifications as your order progresses.
  • Emberton Imperial Ltd accepts no responsibility for parcels undelivered due to incorrect or incomplete delivery details provided by the customer.
  • If you receive notification that your parcel has been delivered but have not received it, please contact us as soon as possible, quoting your full delivery address.
  • Missing deliveries must be reported within 21 days of the delivery notification. Claims made after this period will not be eligible for investigation or compensation.

     

    How do I redeem my gift card/discount?

    • Some promotional discounts are automatically applied at checkout, just make sure to meet the discount criteria (e.g minimum order value) 

    If you have a gift card or discount code

    • Prepare your order and go to checkout.
    • Your gift card will have a code in the format XXXX-XXXX-XXXX-XXXX
    • Copy your code into the discount code or gift card field at the bottom of the checkout page.
    • Once your discount code has been accepted you can see how much you've saved!

    When will you dispatch my order?

    • We dispatch 99% of orders the same day when placed before 12:00 GMT 
    • Larger items/orders may be subject to an extra days processing & packing. 
    • You will receive a confirmation email from us as soon as we have your order booked for dispatch with tracking details where relevant.

    How do I track my parcel?

    • Open your dispatch confirmation email.
    • Look for text in the format

      Hi *NAME*, the status of your order has just been updated to DISPATCHED. 

       

      *Company Name* tracking: XXXXXXXXXXX

    • Click on the tracking number for tracking updates

      When can I expect my order to arrive?

       

      United Kingdom
      • UK Standard Delivery: 3-7 working days.
      • UK First Class Delivery: 2-4 working days.
      • UK Special Delivery / Next Day Courier: 1-2 working days.

      International

      • EU DHL: 2-7 working days
      • EU Standard Delivery: Up to 1-3 weeks
      • USA DHL: 2-5 Working Days
      • USA Standard Delivery : 2-4 weeks
      • Australia & New Zealand DHL: 7-10 working days
      • Australia & New Zealand Standard Delivery: 3-4 weeks
      • Worldwide DHL: 2-10 working days
      • Worldwide DHL: Anywhere up to 6 weeks depending on location

      Delivery Terms

      • Parcels will be sent to the delivery address provided at the time of purchase. Once an order has been processed, delivery details cannot be amended. You will receive email notifications as your order progresses.
      • Emberton Imperial Ltd accepts no responsibility for parcels undelivered due to incorrect or incomplete delivery details provided by the customer.
      • If you receive notification that your parcel has been delivered but have not received it, please contact us as soon as possible, quoting your full delivery address.
      • Missing deliveries must be reported within 21 days of the delivery notification. Claims made after this period will not be eligible for investigation or compensation.

      Can I change or cancel my order?

      • Please contact us as soon as possible if you would like to change or cancel your order, and we'll aim to resolve your request as soon as possible. Please note that changes or cancellations cannot be made once the order has been processed.
        Returns


        • If there is a problem with your order, please get in touch, we are always happy to work with you to come to a solution.