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UP TO 20% OFF ENDING SOON! | Free UK Shipping When You Spend £100+ 🚚 12 Months Warranty With Every Purchase
UP TO 20% OFF ENDS SOON | Free UK Shipping When You Spend £100+ 🚚

Browse our frequently asked questions below

We are looking forward to helping you out. However, before reaching out to us, please check the list of our most frequently asked questions about delivery. This will give us more time to answer specifics and save you time waiting for our reply.

DELIVERY INFORMATION

UK DELIVERY

At Emerald Struts we pride ourselves on our service times from order to delivery.

Delivery on all UK orders over £100 is free, any orders below £100 will be charged £4.95.

We offer next working day delivery for all orders received by 1pm Monday to Friday not including bank holidays. Orders placed after 1pm will have a 2 day delivery time. For orders placed over the weekend your items will be dispatched on the following Monday, for next day delivery. (Please allow 1-2 weeks extra delivery time for our customised spring colours)

*** Please be aware that with certain promotions, events or product launches, there may be a delay in delivery due to increased demand***

INTERNATIONAL DELIVERY

We aim to dispatch your item as soon as possible before 1 PM, Monday to Friday. We ship using Royal Mail and FedEx, with delivery times of 1-3 business days for the EU and 5-7 business days for the rest of the world.

You may be subject to custom import fees, which you are responsible for. Failure to pay these will result in the parcel being held at customs, and you will not be refunded.

CAN MY SHIPPING ADDRESS BE DIFFERENT TO MY BILLING ADDRESS?

Yes, we can send your order to an alternate address. We will also need the cardholders billing address for security checks, but the order will be shipped to the address that you enter in the delivery details section of the checkout form.

Please be aware that we cannot guarantee that once your order is placed the shipping address can be changed.

HOW LONG DOES SHIPPING TAKE?

Shipping times vary depending on your location. Typically, orders are delivered within 1-3 business days in the UK.

WHERE IS MY ORDER?

If you are a UK customer and have not received your order within the estimated time frame above, please follow the below link to our courier’s website. You will need your parcel number which can be found in your delivery e-mail and on the ‘My Orders’ section of our website. You can then track your delivery through either Royal Mail or DPD:

Royal Mail / Tracking
DPD / Tracking

HOW WILL YOU KNOW MY DELIVERY HAS BEEN SENT?

You will receive an order confirmation once your order has been placed. Following this, you will receive shipping details and delivery information within 48 hours of your order. Occasionally, our delivery to you may be affected by an event outside of our control.

If you are not going to be in, or would like to amend your delivery, please find alternative options through courier tracking system.

HOW CAN I CANCEL MY ORDER?

We are unable to cancel an order once it has been confirmed. If you refuse the parcel on delivery, it will be sent back to us by our courier and we will be able to process a refund.

CAN I CHANGE THE ADDRESS ON MY ORDER?

We are unable to change an address or details once your order is confirmed. You can however, change the delivery address to a pickup shop, once the courier send you the tracking details for your order.

RETURNS

HOW DO I RETURN AN ITEM?

Products must be returned within 14 days of delivery and must be unused/unworn and all tags still attached.

Refunds are processed to the original payment method and orders placed separately cannot be returned as one.

Please keep hold of your proof of postage until a refund has been processed.

Process:

  • Ensure all labelling is attached to the item
  • Complete the returns form
  • Attach returns label with the returns address and license number to the parcel.
  • Return via your preferred courier. This is not covered by us.
  • Please obtain proof of postage and contact our team with the information.

If you have lost your Returns Form or need further assistance, please contact us here.

Please note we do not offer exchanges.

FAULTY ITEMS

Unsatisfactory quality, not fit for purpose or not as described products are deemed as faulty. If you have received a faulty item, please contact us here.

Please insert the following details.

- Your full order number
- Product name

- Photographs that show the fault as clearly as possible, including the whole product and the Emerald Struts logo / label


Please don’t send your faulty item back to us until you have been in touch with us!

HOW LONG WILL IT TAKE TO RECEIVE MY REFUND?

Please allow 7-10 working days from receipt of your goods at our warehouse for the return to be processed. You will receive a confirmation email once your return has been processed with a refund receipt.