COMMANDES

How do I place an order?
Select your item, choose your size and colour, add it to your basket, and complete checkout. You'll receive a confirmation email straight away with your order details.

I didn't receive an order confirmation. What now?
Check your spam and promotions folders first — confirmation emails sometimes land there. If it's still missing after an hour, email support@emmaandsophie.com with the name and email address used, and we'll confirm your order manually.

Can I change or cancel my order?
Yes, as long as it hasn't been dispatched. Email support@emmaandsophie.com with your order number as soon as possible. Once an order has left our facility, we can't change or cancel it, but you can return it under our 30-day policy.

Do I need an account to order?
No. You can check out as a guest. Creating an account simply makes it easier to track orders and reorder later.

Is there a minimum order value?
No. There's no minimum spend, and delivery is free regardless of order size.

SHIPPING & DELIVERY

How much does delivery cost?
Delivery is free on all UK orders, with no minimum spend.

How long will my order take?
Orders are dispatched within 1–2 business days and arrive within 5–9 business days after that — so 6–11 business days in total.

Where do you ship?
We ship to all UK addresses, including England, Scotland, Wales and Northern Ireland. We don't currently deliver to PO Boxes.

How do I track my order?
You'll receive a tracking link by email as soon as your order is dispatched. You can also use the Track Your Order page on our website. Tracking can take up to 48 hours to become active.

My tracking hasn't updated. Is something wrong?
Not necessarily — tracking often sits idle for a day or two between scans, particularly in the early stages. If there's been no movement for more than 5 business days, email us and we'll chase it.

Will I be charged customs or import fees?
No. All taxes and duties are included in the price you pay at checkout. Nothing further is due on delivery.

My order arrived in separate parcels. Why?
If you ordered multiple items, they may ship separately and arrive on different days. Each parcel has its own tracking. There's no extra charge for this.

What if my order hasn't arrived?
If it's been more than 15 business days since dispatch, email support@emmaandsophie.com with your order number. We'll investigate with the carrier and either resend your order or refund you in full.

Can I change my delivery address after ordering?
Only if the order hasn't been dispatched yet. Contact us immediately and we'll update it if we can.

RETURNS & REFUNDS

What's your return policy?
You have 30 days from delivery to request a return. Items must be unworn, unwashed, in original condition with tags attached, and in their original packaging.

How do I return something?
Email support@emmaandsophie.com within 30 days of delivery with your order number and the item(s) you'd like to return. We'll reply within 24 business hours with a return authorisation and the correct return address. Please don't send anything back before you've received that.

Who pays for return shipping?
For change-of-mind returns, return postage is your responsibility. If the item is faulty, damaged or incorrect, we cover the full cost and provide a prepaid label.

How long do refunds take?
We inspect returns within 1–3 business days of receiving them, then issue approved refunds within 5–10 business days to your original payment method. Your bank may take a further 3–5 business days to show the funds.

Can I exchange an item for a different size?
We don't process direct exchanges. Return the original item for a refund and place a new order for the size you need — it's faster.

My item arrived damaged or faulty. What do I do?
Email support@emmaandsophie.com within 48 hours of delivery with photos of the item and the packaging. We'll arrange a replacement or a full refund, including shipping, at no cost to you.

I received the wrong item.
Contact us within 48 hours with your order number and a photo. We'll correct it at no charge to you.

PRODUCTS & SIZING

How do I find the right size?
Each product page has a size guide with measurements for that specific style. Sizing varies between styles, so we recommend checking it for every item rather than assuming one size fits across the range.

What if I'm between sizes?
For footwear, we generally recommend sizing up, particularly for closed styles. If you're unsure, email support@emmaandsophie.com — we're happy to advise on a specific product.

Are the product photos accurate?
We aim for accuracy, but colours can appear slightly different depending on your screen. Minor variation in finish and texture between individual items is normal, particularly with leather and knitwear.

What materials do you use?
Materials are listed in the description on each product page. Where a product uses faux or synthetic materials, we say so.

How do I care for my items?
Care instructions are included on the product page and on the label. As a rule: store footwear away from direct heat, protect leather from prolonged damp, and lay knitwear flat to dry rather than hanging it.

Will an out-of-stock item come back?
Some styles are restocked, others are one-off runs. Email support@emmaandsophie.com about a specific item and we'll tell you whether it's returning.

PAYMENT

What payment methods do you accept?
All available payment methods are shown at checkout.

Is my payment information secure?
Yes. All transactions are processed through PCI-DSS compliant providers over an encrypted connection. We never see or store your full card details.

What currency are prices in?
All prices are in British Pounds (GBP) and include all applicable taxes and duties.

My payment was declined. Why?
Usually insufficient funds, incorrect billing details, an expired card, or your bank's fraud checks. Double-check your details and try again, or contact your bank. If it keeps failing, email us.

Do you offer discount codes?
Yes — sign up to our newsletter to receive offers and promotions. Codes can be entered at checkout. Only one code can be applied per order unless stated otherwise.

CONTACT & SUPPORT

How do I contact you?
Email support@emmaandsophie.com or call +31 6 22461929. You can also use the contact form on our website.

How quickly will you respond?
Within 24 business hours. Our support team is available 7 days a week.

Do you have a physical store?
No. Emma & Sophie is an online-only retailer.

Where are you based?
Emma & Sophie is registered in the Netherlands at Goudsbloemstraat 34, 3353 XK Papendrecht, under registration number 97290688. We ship to customers across the UK.