Shipping, Delivery & Returns

Everything you need to know about how your order travels from our studio to your door and what happens if anything doesn't go to plan.

Where We Currently Ship

We currently ship to the UK, US, Canada, Australia, New Zealand and Switzerland. Standard delivery within the UK is always FREE, and international shipping is free on orders over £250.

We have temporarily paused automatic shipping to EU countries due to new EU packaging regulations, which introduce additional registration, reporting and compliance requirements that are currently too costly and administratively burdensome for our small business.

If you are based in another country and would like to place an order, please contact us at contact@emmrelle.com and we’ll check the requirements for your destination and whether we’re able to fulfil your order on a case-by-case basis.

Handcrafting & Dispatch Times

Every Emmrelle piece is made to order in the UK. Your order will be handcrafted and dispatched within 5 working days of being placed.

For urgent orders, please contact us at contact@emmrelle.com. Depending on our current order volume, we may be able to arrange faster dispatch for your piece.

Shipping Rates & Delivery Times

To see the full list of shipping rates and delivery timeframes available for your location, please add your address at checkout. Once your delivery details are entered, all available shipping methods, timeframes and costs will be shown for you to choose from.

Customs & Import Duties

Any import duties, taxes, or customs fees are the responsibility of the customer and vary by country. We recommend checking with your local customs office for further information before placing your order so there are no surprises when your parcel arrives.

Shipping Protection

Want peace of mind? Add Shipping Protection to your order for cover in case of damage, loss, or theft. If anything goes wrong, we'll handle the dispute with the shipping company on your behalf, and replace your order at no extra cost.

Without Shipping Protection Insurance bought, Emmrelle is not responsible for any lost, damaged, delayed, or missing parcels sent internationally. Once parcels are handed over to the courier in the recipient's country, we no longer have control over, or responsibility for, the delivery process.

UK Addresses: Emmrelle is not responsible for deliveries made to a PO Box or forwarding address provided by the customer. We are also not liable for incorrect addresses entered by customers. We ensure that your package is delivered to the correct address provided during checkout, but we are not responsible for the security of the package once delivered.

Incorrect Shipping Details

If you've entered the wrong shipping details at checkout, please send us an email at contact@emmrelle.com with the needed correction as soon as possible and we are happy to support.

Unclaimed Parcels

Because every Emmrelle piece is made to order and individually handcrafted, returned items have to be carefully taken apart and the components restocked before they can be used again. Please keep an eye on your tracking link and respond promptly to any notifications from the courier or your local customs office to avoid your parcel being returned to us.

If your parcel does come back to us as unclaimed, we'll get in touch and you can choose one of two options:

• Re-ship the order: we'll send it out again once you've covered the cost of a new shipping label.
• Refund the order: we'll refund the value of the items, less the fees outlined below.

If we don't hear back from you within 14 days of the parcel being returned, we'll assume you'd like a refund and process it on the terms below.

For unclaimed parcels: the refund will be issued less the original shipping fee, a restocking fee of 20% of the item subtotal (minimum £10) to cover the cost of disassembling the piece(s) and restocking the components, and any return shipping charges billed to us by the courier.

Returns & Exchanges

For details on returns and exchanges within 30 days of receiving your order, please refer to our 30-Day Money Back Guarantee.

For issues related to faulty items, please see our 12-Month Quality Guarantee.