Frequently Asked Questions (FAQs)



Due to the current news in the UK regarding the new strain of COVID19 most parcels are experiencing severe delays to arrive. We can assure you that we are working tirelessly to dispatch your order on time but as the carriers are extremely busy your parcel may not arrive in the time frame we would expect. Please do keep checking your tracking information as this will be the most up to date details on the whereabouts of your order.

We ask for your understanding and patience.

If you do not receive a shipping confirmation from us within a week of placing your order, please contact our customer service team on

We would also like to remind our customers that we operating as business as usual.





Current information (Corona virus)



Can I continue to order from EMP?


Yes, of course! It is still our goal to deliver the parcels as quickly as possible and our logistics department continues to work as usual despite the difficult circumstances. However, we recommend that you select a storage location at DHL and leave the parcels there or select a packing station to avoid an infection risk.




How do I deal with my return / return?


You can send your return to us as usual. Simply follow the link below
Your return will be processed immediately upon receipt and the refund will be initiated as soon as possible.




Has EMP extended the return period?


We are aware of the current situation and therefore act in the interests of our customers. We have decided to temporarily increase the return period to 100 days. If it is still not possible for you to give up your return within the specified period, please be assured that we will act in your favor




Are there currently delivery delays?


In order to supply our customers while ensuring the safety of our employees, we have adapted our processes in the areas of logistics, shipping, supply chains and purchasing. This enables us to give priority to the storage and delivery of items. As a result, some of our delivery times are currently longer than usual. You can find updated delivery times on the product page of each item. Thank you so much for your understanding in this difficult situation.


Can I provide a different delivery address?


Sure, of course. Incidentally, you have no human contact at Pack stations.




Can I get packages infected with the Corona virus?


Na klar. Bei Packstationen hast du übrigens keinen Menschenkontakt :-)




When will I get my money back?


As usual, you will receive your money back 2-3 days after receiving the return via the original payment channel.




How do we protect our employees and our products?


At EMP, we do everything we can to prevent the spread of the novel corona virus. The majority of all colleagues from the office move to the home office, our logistics are only open to our specialist staff, disinfectants and hygiene instructions have been increased significantly. Basically, the number of confirmed cases in our area is comparatively very low.



Order Status



Where is my order?

We aim to deliver all our parcels within 7-10 working days, however during busy periods, deliveries may take a little longer. All customers are kept up to date on the status of their order as often as possible. However, during busy periods, additional delays may occur. We will endeavour to ensure your order is processed within a timely fashion.


My order is in clarification, what does this mean?

Our system has flagged a possible error with the order and this is being reviewed by a member of our team before being dispatched. We will be in touch if we require any further information from you. Otherwise, you can expect your order to be processed and sent within 24 hours.


Can I cancel my order?

Once an order is placed, it is processed and packed immediately in our warehouse which means we cannot make any changes once you have placed your order. This includes removing and adding items from you order. For further information please contact us.








How can I track my parcel?

Please log into your account and you will be able to see your DHL tracking number. If you placed your order as a Guest, please get in touch with our customer services team who will be more than happy to assist you further.


What courier services do you use?

We currently work with DHL for all International deliveries.


I have input the incorrect delivery address; can I change it?

We are unable to make any amendments to the delivery address once an order has been placed. For further information, please get in touch with our customer service team.


Do you offer next day delivery?

At this time, we only for standard delivery.


What if no one is in?

A signature may not always be required for delivery and if there is no one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location. A card may be left to advise this to you, or to confirm that the parcel has been returned to the local depot. You can then contact them to arrange collection or to schedule a new delivery date.


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How long do refunds take to process?

Once your return order has been received, it can take up to 10 working days to process back into your account.


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Can I place an order over the phone?

Yes, we are more than happy to help you place an order over the phone, however, please be aware that this is a UK number.


What can I do if I’m having issues making payment?

You can try using an alternate browser or device. You can also try using an alternate payment method. If you continue to have issues, please contact our customer services team.


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Gift Cards & Vouchers

What do I do if I have a promotional/discount code that will not apply?

Check the terms and conditions on our website to ensure you meet the requirements. You may find there is a minimum spend required, or it can only be applied to a selected range. If you continue to have issues, please contact our customer services team.


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Do you have a maximum order value?

No – however orders of a larger value generally exceeding €500 may be subject to additional checks before being processed. These checks are carried out by our fraud prevention teams in certain circumstances before processing.



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