FAQs

Which currencies can I buy in?

The set currency depends on your chosen location. It will be displayed at check out. To insure you are paying with the correct currency, please check your delivery location.

What countries do you deliver to?

We currently deliver to Europe, North America, Central America, Australia, New Zealand, United Arab Emirates, China, Japan, Korea, India

Do you ship to PO boxes?

Unfortunately we do not deliver to PO boxes. If you use a PO box as your delivery address at checkout your order will be cancelled.

What payment methods do you accept on your website?

Emma Hope accepts the following forms of payment for online purchases:

  • Visa 
  • Visa Electron
  • MasterCard 
  • American express 
  • Maestro
  • Solo
  • PayPal
  • Google/Apple pay

When will I receive my order?

For UK: 1 - 3 days. For rest of world: 3 - 7 days. For London (zones 1 - 3) we offer a same day delivery service.

How much does delivery cost?

The cost of delivery will be displayed at check out. Any special delivery add-ons such as next day delivery for the UK and same day delivery for London will incur extra costs.

Will I have to pay additional duties on my purchase?

We are not responsible for any import duties, customs or sales tax levied by the countries we deliver to.

When will payment be taken from my account after making a purchase?

If you paid using a credit card, payment will usually be taken once your order is approved and ready for delivery.

Can I cancel my order?

Any cancellation or amendments to your order can be made within an hour of purchase, 15 minutes for same day delivery.

Can I make special requests on my order?

We offer a gift wrap service as well as a message and a card to go with your order. This is an additional £10.

Can I make reservations on an item?

Unfortunately we do not take reservations at this time.

Can I change the shipping address of my order?

If you wish to change the shipping address after you have made your order, you can email your changes to mailorder@emmahope.co.uk. Please note we cannot change the shipping address if your order is already out for delivery.

Can I return my order?

We accept returns although we will not be responsible for any return postage fees or insurance.

How can I track the delivery of my order?

You will be sent an order confirmation to your email which will contain your tracking number.

Can I exchange my order?

We offer exchanges within the same price bracket.

I’ve purchased an item as a gift. Can the recipient return it?

The recipient may return it but only as an exchange or a credit note.

When will I receive my refund?

Upon receiving your returned item, it will take up to 10 working days for your refund to appear in your account.

Can I return my item in store?

Unfortunately we do not accept returns in store for an item purchased online.

What should I do if I receive a faulty product?

If you believe you have received a faulty product, please contact us directly at mailorder@emmahope.co.uk, with your order number and photographs of the item. Once we have assessed your query we will advise you on how to proceed. Please do not send back any items without confirmation from us.

How long will it take to process an exchange request?

We aim to approve your exchange within 7 working days after receiving your returned item. Once your exchange has been approved you will receive an email with your tracking number once your new product is ready to be sent.

My order has been cancelled. When will I receive a refund?

Please allow up to 24 hours for the refund to be processed.

Do you do repairs?

We offer a repair service for shoes purchased within the last two years. Please note this is done through an independant cobbler so there may be charges. Please contact us directly at mailorder@emmahope.co.uk or 0207 792 7800 to get a quote for your repair.