I HAVE A QUESTION REGARDING MY ORDER, WHO DO I CONTACT?
For order inquiries, please reach out to firstname.lastname@example.org with your complete name, order number, and enquiry.
A response from our customer service team can be expected within 24 hours, although during busy periods it may take up to 48 hours.
DO YOU SHIP WORLDWIDE?
Yes, we offer worldwide shipping. The shipping cost and delivery time will be determined based on the location. You can find more details on our shipping info page embistudios.com/pages/shipping
WHAT PAYMENT METHODS DO YOU ACCEPT?
Payment can be made using various methods such as credit or debit cards (Visa, Master Card, UK Maestro, Delta, Solo or Electron), PayPal, Klarna, and Apple Pay.
I'M UNSURE ABOUT MY SIZE. HOW DO I KNOW WHAT EMBI SIZE I NEED?
Please refer to our size guide to help assist you.
HOW DO I TRACK MY DELIVERY?
We utilise the services of DHL and Royal Mail for shipping. Once your order is dispatched, a confirmation email with your tracking details will be sent by Embi Studios.
HOW DO I MAKE A RETURN/EXCHANGE?
Our returns/exchange process is very simple. Please email email@example.com with your full name and order number stating that you would like to return/exchange your item(s).
If you want to make a return/exchange it must be within 7 days of receiving your order.
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
You must send your parcel back to us within 7 days of receiving it. After we receive your return, we will process your refund and issue it to your original payment method within 14 working days.
Please be aware that if your item arrives back to us beyond the 7 day period, it will not be eligible for return.
WILL YOU REFUND MY DELIVERY COST?
Embi Studios does not provide refunds for shipping expenses related to returns; we recommend utilising local postal services for these return shipments.
For returning or exchanging your order, we recommend using a tracked service. Please note that we cannot be held responsible for any lost items. Please be advised that we do not provide reimbursement for the cost of postage back to us.
CAN I CANCEL MY ORDER?
If your order has already been processed, we regret to inform you that canceling the order is no longer possible. You will need to wait for the order to arrive at your shipping address and then follow our returns policy to return it.
I NEED TO CHANGE SOMETHING ON MY ORDER OR ADD AN ITEM. HOW CAN I DO THAT?
If your order has already been processed for dispatch, we are unable to modify the details. However, if your order has not yet been processed, we can make changes to the order details.
Please note that we can only modify the size of items, not add or change items. To request changes, please send an email to firstname.lastname@example.org.
MY ORDER CONTAINS A FAULTY/INCORRECT ITEM.
In the event that a defective item or error in the order is received, please contact us immediately at email@example.com and include images of the issue so we can provide you with a return authorisation for a repair, replacement or refund.
MY ORDER WON'T GO THROUGH. WHAT SHOULD I DO?
Please verify that your billing address is accurate and that all of your information matches the details on your card. If you encounter any difficulties while making a payment, we recommend contacting your bank or card provider.
If your bank confirms that there are no issues with your card, please reach out to us at firstname.lastname@example.org and we will help you complete your purchase with us.
WHEN WILL MY ORDER BE SHIPPED?
If your order is placed before 3 PM GMT from Monday to Friday, it will be processed on the same day and shipped with the delivery selected at checkout, provided that all security checks are successfully completed.
In case additional security checks are necessary for your order, it may take several days or until you provide the requested information.
During busy periods such as festive seasons, bank holidays and black friday, please allow up to 2 working days for order processing due to the high volume of orders.
WHERE IS MY ORDER CONFIRMATION?
Once an order is placed, a confirmation email will be sent to the email address provided during checkout. If the email is not received, kindly check the junk folder.
In case the confirmation email is still not found, please reach out to our customer support team at email@example.com for further assistance.
WHERE IS MY TRACKING INFORMATION?
Once your order is dispatched, we will send the tracking information to the email address you provided during checkout.
If the delivery time has passed and you haven't received tracking information for your order after checking your junk or spam mail, kindly contact us at firstname.lastname@example.org. We would gladly resend your tracking information. Embi Studios utilizes Royal Mail and DHL for shipping.
CAN I USE MULTIPLE DISCOUNT CODES ON MY ORDER?
Customers are limited to utilising only one discount code for each purchase.
DO YOU RE-STOCK SIZES?
Please be aware that while some items may be restocked, others are considered limited edition. Once a limited edition item is sold out, it will not be restocked.
Keep up to date with our restocks via our newsletter.
WANT TO STOCK EMBI STUDIOS?
If you have any wholesale inquiries, please reach out to email@example.com via email.
HOW DO I USE A PROMO OR VOUCHER CODE?
Enter the code given into the promo code box located on the checkout page, and then press the "APPLY" button.
IS IT SAFE TO ORDER ONLINE?
Rest assured that your sensitive information, such as your name, address, and credit card number, is handled with utmost care on our website. We utilize the latest security measures, such as Secure Sockets Layer (SSL), to encrypt all data transmissions, providing a secure and protected environment for your personal details.
Your information is secure with us. Additionally, we have implemented 3D secure measures. This means that during the checkout process, you may be prompted to enter your unique password to authorise the payment. Only the cardholder will possess this information, and if the password entered is incorrect, the transaction will not be processed and flagged.