We aim to dispatch all items that are in stock in our online shop on receipt of order confirmation. Please contact us directly if you require an urgent delivery and we will always endeavour to accommodate your request.
Your order will be delivered to the address provided by you at checkout. We cannot be responsible for errors in the delivery information that you supply to us.
Any dates quoted for delivery are approximate only. We shall not be held liable for any delay in delivery times, however caused.
United Kingdom Mainland Delivery (Free)
Standard delivery within the United Kingdom is shipped free of charge via Royal Mail – Special Delivery. A signature will be required upon receipt of delivery. Delivery will be before 13:00 the following working day after your order is dispatched.
N.B. larger orders may be shipped via one of our other trusted delivery partners.
International Delivery
We are able to ship Emily-London orders worldwide at a charge of £30, subject to global restrictions. You can find our list of applicable countries during checkout. International orders are usually delivered within 7 working days. However, please be aware that the items may be subject to delays in Customs.
USA
We are pleased to share that as of October 2025, orders placed to the United States of America are now shipped Delivery Duties Paid (DDP). Please note – due to the August 2025 changes to the De Minimis in the United States, there are regular delays in customs clearance that are beyond our control. Please allow a minimum of 1 additional week into our standard shipping times to support the arrival of your order before any such given deadlines.
EU
As of October 2025, orders placed to European Union countries are now also shipped Delivery Duties Paid (DDP). For certain countries, Emily-London may contact you for further information required by Customs. This contact will only come from shop@emily-london.com.
Rest of World (RoW)
All other countries are subject to all fees, duties and taxes levied by their local governments at this time.
If your shipment is held, delayed, or disposed of by customs, we cannot be held responsible, nor will we be liable for any resulting costs or losses.
If your order is returned to us due to your failure to provide the necessary information or take the required action for customs clearance, you will be responsible for any additional delivery costs incurred. We will make every effort to contact you and assist in the clearance process, but certain customs procedures remain beyond our control, and the responsibility ultimately lies with the recipient.
If a shipment is returned to us due to inaction on the part of the client—such as failure to provide necessary customs information, refusal of delivery, or not responding to courier communications—the client will be liable for any return shipping costs incurred, as well as any additional charges required to resend the item.
When trying your headwear on, please take special care. Please ensure that your make-up does not transfer on to the product. If the item is marked by make-up, or soiled in any other manner we are unable to accept the return and will not issue a refund. Your product will be returned to you via our Standard Delivery.
At Emily-London we take pride in ensuring our customers are fully satisfied with their order. If, however, you wish to return your item(s), please follow our Returns Policy, stated below;
(a) We must receive written confirmation via email (shop@emily-london.com) within 48 hours of receipt of your order, that you wish to make a return and receive a refund. You must clearly state the reasons for this return.
(b) We must receive the returned item(s) within 14 days following our written acceptance via email of your return.
(c) The item(s) must be returned by Royal Mail Special Delivery within the UK (guaranteeing Delivery before 1pm the Next Working Day after dispatch), and via international registered post outside of the UK, with a signature required. The cost of this postage must be paid by you.
(d) The returned item(s) must be unworn, entirely in their original condition and packed carefully in its original packaging.
(e) The returned order must be sent to Emily-London Headwear, 4 Crescent Stables, Putney, London, SW15 2TN, United Kingdom.
(f) We do not take any responsibility for returned items that are not received and request that you contact Royal Mail or your alternative delivery company if outside of the UK, directly.
(g) If your order is held in customs and subsequently returned to us due to your inaction in clearing the shipment, we will not be liable for a refund. The 14-day Returns Period begins from the first day your order is held in customs. We will make every effort to contact you and assist with the clearance of your items before the items are returned to sender.
Exclusions
This policy does not allow returns for the following items:
– Made-to-order items custom-made for you. This applies to orders where we amend the design in accordance with your specific requirements, or make any product specifically for you in a certain colour.
We will issue a full refund for any item returned in accordance with this Returns Policy. Please note that the refund amount excludes any original delivery charges (if applicable) and any costs incurred in returning the item to us.
Refunds will be processed using the same payment method used for the original purchase, unless otherwise agreed.
We aim to process all refunds promptly and, in any event, within 30 days of receiving your returned item.
Sale discount is valid on selected items only, exclusions apply.
Sale discount is applicable online, in-store and on selected items in our Harvey Nichols London concession.
Sale discount cannot be used in conjunction with any other discounts or offers, or via other digital marketing channels.
Sale discount can be used multiple times within the promotional period.
Emily-London reserves the right to withdraw or amend the sale at any time.
In case of dispute, the decision of Emily-London shall be final.
Whilst Emily-London takes every step to represent the items in our online boutique accurately, we cannot be held responsible for any discrepancies between the colours of the Headwear and how the colours might appear on your screen. How the shop is viewed may vary slightly between different browsers.
222 0534 60
Please contact us directly at shop@emily-london.com should you require a business invoice for your purchase(s).
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