Orders & Checkout
Can I add items to an existing order?
Orders & Checkout Once an order is placed, we’re unable to add additional pieces to it. For any new selections, simply place a separate order at your convenience. If you have an urgent request or need support with your order, we’d be happy to...
Can I apply a gift card or discount code at checkout?
Orders & Checkout You’re welcome to enter an Emello gift card code at checkout for a seamless experience. At this time, we do not support promotional discount codes—our focus remains on offering thoughtfully crafted pieces and a quietly refined...
Can I cancel my order?
Orders & Checkout You may cancel your order if it has not yet been packed for dispatch. To ensure ease and fluidity in the process, we encourage you to email [email protected] with your order number as soon as possible. Once an order is prepared for...
Can I change my order?
Orders & Checkout Order changes are only possible before your pieces are packed for dispatch. If you wish to amend or cancel your order, please email [email protected] as soon as possible—our team will do all we can to assist before your order is...
Can I change the colour or size after ordering?
Orders & Checkout: Yes – Possible only if not yet packed — email [email protected] urgently. If you need to change the colour or size of your order, we encourage you to email [email protected] as soon as possible. Amendments are only possible if your...
Can I combine multiple orders into one?
Orders & Checkout We’re unable to combine multiple orders into one after checkout, as each order is processed individually to ensure structure and ease throughout our system. If you have placed separate orders, they will be fulfilled and shipped...
Can I request a VAT invoice?
Orders & Checkout At present, we are unable to issue VAT invoices for orders placed through our website. All order confirmations and receipts are provided automatically via email after checkout. If you require further documentation for your...
Can I split my payment across two cards?
Orders & Checkout: No — split payments across two cards aren’t supported. At this time, we’re unable to support split payments across two cards. For ease and security, we accept Visa, Mastercard, Amex, Apple Pay, and Shop Pay at checkout, with all...
Can I use multiple discount codes?
Orders & Checkout We allow one discount or gift card code per order, so codes cannot be combined or stacked at checkout. This approach helps us maintain clarity and ease throughout the ordering process. If you have a specific code or gift card...
Do you accept Klarna or Clearpay?
Orders & Checkout: Do you accept Klarna or Clearpay? No — we don’t offer Klarna or Clearpay as payment options. We don’t currently offer Klarna or Clearpay as payment options. At present, we accept Visa, Mastercard, American Express, Apple Pay,...
Do you offer preorder options?
Orders & Checkout Yes, we offer pre-order options for select pieces. You’re able to secure items ahead of their arrival by placing a pre-order; payment is taken at checkout, and you’ll see an estimated shipping window on the product page. Your...
How do I know if my order went through successfully?
Orders & Checkout: Once your order is placed, you’ll receive a confirmation email from us within minutes. This message serves as assurance that your order has been processed successfully. If you don’t see it in your inbox, we recommend checking...
How do I redeem a gift card?
Orders & Checkout: To redeem a gift card, simply enter your gift card code in the “Gift card” field at checkout. If your order total is greater than the card’s balance, you can pay the remaining amount using your preferred payment method. Only one...
How do I use Apple Pay / Google Pay?
Orders & Checkout: How do I use Apple Pay / Google Pay? Apple Pay and Google Pay are designed for ease and fluidity at checkout. On compatible devices, you’ll see the Apple Pay or Google Pay button appear automatically—simply tap your preferred...
I forgot to apply a discount code—can it be added later?
Orders & Checkout If you’ve placed an order and forgot to apply your discount code, please email us at [email protected] before your order is dispatched. We’ll be happy to assist in adding your code, ensuring a seamless experience. Our team is...
I haven't received an order confirmation email. Please help?
Orders & Checkout If you haven’t received your order confirmation email, we recommend first checking your spam or junk folder, as messages can occasionally be filtered there. If it’s still not visible, please reach out to us with your name and...
I ordered the wrong item or size. What can I do?
Orders & Checkout: If you’ve ordered the wrong item or size, please email [email protected] with your order number as soon as possible. If your order hasn’t yet been packed, we’ll do our best to amend or cancel it before dispatch. If your order has...
Is it safe to order online?
Orders & Checkout Ordering online with us is entirely secure. Our checkout is fully encrypted using Shopify Plus SSL technology and meets PCI DSS compliance standards, which means your payment details are protected to the highest industry level....
What do I do if my discount code doesn't work?
Orders & Checkout: If your discount code isn’t working at checkout, we recommend first verifying that the code is entered exactly as provided and that your balance covers the intended purchase. If the issue persists, please email us at...
What does preorder mean?
Orders & Checkout: A preorder allows you to purchase a piece before it arrives in stock. You’ll be charged at checkout, and the estimated shipping window is always shown on the product page. Your order will be dispatched as soon as the piece...
What if I accidentally placed a duplicate order?
Orders & Checkout If you’ve accidentally placed a duplicate order, please email [email protected] as soon as possible. If the duplicate has not yet shipped, we’ll cancel it and arrange a full refund to your original payment method. We understand...
What payment methods do you accept?
Orders & Checkout We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, and Shop Pay for a seamless and secure checkout experience. All payments are processed through SSL-encrypted, PCI DSS-compliant systems, ensuring your details...
When can I expect my preorder to be delivered?
Orders & Checkout – When can I expect my preorder to be delivered? Your Emello preorder will be dispatched on 1 October 2025. For UK addresses, delivery typically takes 2–3 working days from dispatch, with tracking details provided as soon as your...
Why was my payment declined?
Orders & Checkout A payment may be declined due to insufficient funds, an error in the payment details, or a security check by your bank. We recommend confirming that your card information is entered accurately and that your account has sufficient...
Will items in my cart sell out before I check out?
Orders & Checkout: Items in your cart are not reserved and may sell out before you complete checkout. Stock is only secured once payment is processed, reflecting our small-batch approach and commitment to considered, low-impact production. If a...