Welcome to the Emerald FAQ page. We've answered some of the most common questions about ordering, shipping, returns, and refunds to help make your shopping experience simple and worry-free.

1. How long does delivery take?

Orders are processed and shipped according to the following schedule:

-Order Cut-Off Time: 5:00 PM (GMT +1)

-Processing Time: 1–2 business days

-Delivery Time: 4–6 business days

-Estimated Total Delivery Time: 5–8 business days

Please note that delivery estimates may vary slightly during busy periods or due to courier delays.

2. Do you offer free shipping?

Yes! We provide Free Standard Shipping on every order delivered within the United Kingdom.

There is no minimum order value, and all prices shown on our website include VAT.

3. How can I track my order?

As soon as your order is dispatched, we'll send you a confirmation email with your tracking number.

You can use the tracking link included in the email to follow your parcel until it reaches your delivery address.

4. Can I cancel my order?

Yes. Orders may be cancelled within 14 calendar days of being placed.

If you need to cancel your order, please contact us as soon as possible. Once your order has entered processing or has been shipped, cancellation may no longer be possible.

5. What is your return policy?

We accept returns within 30 days of delivery.

Returned items must be:

-Unused and in their original condition.

-Returned with all original tags and accessories.

-Sent back in the original packaging whenever possible.

6. Who pays for return shipping?

This depends on the reason for the return.

If the item is damaged, defective, or incorrect:

-Emerald covers the return shipping cost.

-We'll provide a prepaid return shipping label at no charge.

If you're returning an item because you changed your mind or ordered the wrong size:

-You'll be responsible for arranging and paying for the return shipping.

-We recommend using a tracked delivery service.

7. Do you charge restocking fees?

No. We never charge restocking fees on approved returns.

8. When will my refund be processed?

Once we receive and inspect your returned item, we'll process your refund to the original payment method.

Please allow up to 7 business days for the refund to appear in your account, depending on your bank or payment provider.

9. Do you offer exchanges?

Yes. If you'd like a different size or another model, we're happy to help.

-There are no exchange fees.

-You'll be responsible for the return shipping to our warehouse.

-Emerald will cover the shipping cost of your replacement item.

Your replacement will be dispatched once your returned item has been received and approved.

10. Where is Emerald based?

Emerald is a store based in the United Kingdom.

Our business address is:

190 Stamford Hill London N16 6RA United Kingdom

We currently ship exclusively within the United Kingdom.

Contact Us

If you have any additional questions, our customer support team is here to help.

Store Name: Emerald

Website: https://emerald-shop.com

Email: contact@emerald-shop.com

Phone: +44 7451 256085

Customer Support Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT +1)

Response Time: We aim to reply to all enquiries within one business day.