FAQ's
I HAVE A QUESTION REGARDING MY ORDER, WHO DO I CONTACT?
Please contact support@embistudios.com with your full name, order number and query.
A member of our CS team will get back to you within 24 hours (up to 48 hours during busy periods).
DO YOU SHIP WORLDWIDE?
Yes, we ship worldwide. Cost and delivery time will depend on the location. Please see our shipping info page here.
WHAT PAYMENT METHODS DO YOU ACCEPT?
You can pay with credit or debit cards- We accept Visa, Master Card, UK Maestro, Delta, Solo or Electron. You can also choose to make payment using PayPal and Klarna.
I'M UNSURE ABOUT A SIZE. HOW DO I KNOW WHAT MB SIZE I NEED?
Please check our size guide to help
HOW DO I TRACK MY DELIVERY?
We ship with DHL. Once your order has been dispatched you'll receive an email confirmation via Embi Studios with your tracking which you can track here.
HOW DO I MAKE A RETURN/EXCHANGE?
Our returns/exchange process is very simple. Please email support@embistudios.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 have 7 days to return your parcel back to us from the day received. Once we have received your returning order, your refund will be processed and issued to your original payment method within 10-14 working days.
*Please note if your item arrives back to us after the 7 day period, it will be refused for return*
WILL YOU REFUND MY DELIVERY COST?
To return or exchange your order please us a tracked service. We are not responsible for any lost items and we cannot authorise any returns for lost parcels without tracking information- we do not reimburse the cost of postage back to us.
CAN I CANCEL MY ORDER?
You can cancel your order in up to 15 minutes of it being placed- please email support@embistudios.com urgently.
If your order has already been processed unfortunately we are unable to cancel the order, you will have to wait until your order has arrived to your shipping address and send it back to us by folliwng our returns policy.
I NEED TO CHANGE SOMETHING ON MY ORDER OR ADD AN ITEM. HOW CAN I DO THAT?
If your item(s) has been dispatched we can not change your order, or add to it. If your item(s) are is still in process then you are able to alter your order. Please drop us an email to support@embistudios.com
MY ORDER CONTAINS A FAULTY/INCORRECT ITEM.
Please email support@embistudios.com, we will be happy to provide you with a return authorisation for repair, refund or replacement.
MY ORDER WON'T GO THROUGH. WHAT SHOULD I DO?
Please ensure that your billing address is correct and that you have entered all of your details exactly as they appear on your card. If you continue to experience problems whilst making payment we advise you to contact your bank or card issuer.
If your bank confirms that there are no problems with your card, please contact us on support@embistudios.com and we will assist you with completing your order with us.
WHEN WILL MY ORDER BE SHIPPED?
Your order will be shipped within the time frame you selected at check out. International delivery is estimated so please use your unique tracking code provided via email to track the location of your parcel.
All orders go through fraud checks, if your order is delayed for this reason, we will contact you via email. Extra ID may be requested to confirm your order. Unfortunately, failure to provide this information may result in your order being cancelled to protect our customers.
WHERE IS MY ORDER CONFIRMATION?
As soon as you place an order, you will receive an email confirmation to the email address you entered on your order. If for any reason, you have not received an email, please check your junk folder, if you still cannot find your confirmation email, please email us at support@embistudios.com and our CS team will assist you.
WHERE IS MY TRACKING INFORMATION?
Your tracking information will be emailed across to the email address you used to check out with, tracking info will be sent you on the day your item is dispatched. Before enquiring about your tracking information please be sure you have waited the time frame of delivery selected at check out first, as your item may still be in process of dispatch.
If the delivery time has passed and you have checked your junk or spam mail then please feel free to drop us an email at support@embistudios.com. We will be happy to re-send your tracking information. Embi Studios use's Royal mail and DHL.
CAN I USE MULTIPLE DISCOUNT CODES ON MY ORDER?
Unfortunately not, you can only use one discount code per order.
DO YOU RE-STOCK SIZES?
Some items are restocked however some items are limited edition, once its gone, its gone for good.
Keep up to date with our restocks via our newsletter.
WANT TO STOCK EMBI STUDIOS?
For all wholesale inquires, please email sales@embistudios.com
HOW DO I USE A PROMO OR VOUCHER CODE?
At the checkout page, enter your code into the promo code box and click “APPLY”.
IS IT SAFE TO ORDER ONLINE?
Our site meets the highest standards in security and encryption. When you enter your details such as name, address and credit card number, this information is sent to us using Secure Sockets Layer (SSL), which encrypts the data, preventing anyone else from seeing what is inside the transmission.
Your details are safe with us. We also 3D secure enabled, this means at check out you may be asked to provide your unique password to authorise the payment, only the card holder will no this information, if the password is incorrect the transaction will not go through.