Contact us if you need further assistance

Emello

Sustainability &amp; Traceability
We are committed to full transparency and responsibility at every stage, from fibre to final stitch. Our pieces are crafted in partnership with ateliers who share our values of care and longevity, using certified materials such as FSC-sourced wood-pulp, blockchain-verified TENCEL&#x2122; Lyocell, GOTS organic cotton, GRS recycled content, and OEKO-TEX&#xAE; STANDARD 100 fabrics&#x2014;each chosen for their traceability and low impact. We collaborate closely with our suppliers to ensure fair labour and are actively measuring and reducing our product carbon footprints, with offset plans in place. Packaging is plastic-free and fully recyclable, and we encourage garment recycling or donation. For detailed supply chain information, we welcome you to reach out.

Sustainability & Traceability
We are committed to full transparency and responsibility at every stage, from fibre to final stitch. Our pieces are crafted in partnership with ateliers who share our values of care and longevity, using certified materials such as FSC-sourced wood-pulp, blockchain-verified TENCEL™ Lyocell, GOTS organic cotton, GRS recycled content, and OEKO-TEX® STANDARD 100 fabrics—each chosen for their traceability and low impact. We collaborate closely with our suppliers to ensure fair labour and are actively measuring and reducing our product carbon footprints, with offset plans in place. Packaging is plastic-free and fully recyclable, and we encourage garment recycling or donation. For detailed supply chain information, we welcome you to reach out.

What are your sustainability commitments?

Sustainability & Traceability

Are returns free?

Can exchange for a different product?

Can I exchange for a different size?

Can I exchange for another item if my size isn't available?

Can I get store credit instead of a refund?

Can I pause the return window if I'm away?

Can I return a gift?

Can I return an item if I’ve worn it?

Can I return an order without the original packaging?

Can I return multiple orders in one parcel?

Can I return part of my order and keep the rest?

Can I return something I bought on sale?

Can I start a return if I checked out as a guest?

Can someone return on my behalf?

How do I start a return?

How do i track my return shipment?

How long do I have to return my order?

How long does a refund take?

I missed the return window. Can I still return my order?

My item arrived damaged — what should I do?

What condition does the item need to be in to return it?

What if I sent back the wrong item by istake?

Where can I find my return QR code or label?

Will I be refunded the shipping cost?

Returns & Exchanges

Can I change my delivery address after ordering?

Can I choose a specific delivery courier?

Can I combine multiple orders for one delivery?

Can I have my order delivered to a pick up point or locker?

Can I hold or delay shipping if I am away?

Can I schedule my delivery for a specific day or time?

Can I track my order?

Do you deliver to PO boxes & BFPO addresses?

Do you offer carbon-neutral or low-impact shipping?

Do you offer delivery insurance?

Do you offer evening delivery?

Do you offer express delivery?

Do you offer same day delivery in the UK?

Do you offer weekend delivery?

Do you ship internationally?

How do you handle customs or import duties for international orders?

How long does delivery take in the UK?

How much is shipping?

My order hasn't arrived. What should i do?

My tracking link isn't updating. What should I do?

What are your shipping options?

What courier do you use?

What happens if my parcel is delayed or lost?

What happens if my parcel is returned to sender?

Will I be notified when my parcel is out for delivery?

Will my order arrive in one parcel?

Shipping & Delivery

Can I add items to an existing order?

Can I apply a gift card or discount code at checkout?

Can I cancel my order?

Can I change my order?

Can I change the colour or size after ordering?

Can I combine multiple orders into one?

Can I request a VAT invoice?

Can I split my payment across two cards?

Can I use multiple discount codes?

Do you accept Klarna or Clearpay?

Do you offer preorder options?

How do I know if my order went through successfully?

How do I redeem a gift card?

How do I use Apple Pay / Google Pay?

I forgot to apply a discount code—can it be added later?

I haven't received an order confirmation email. Please help?

I ordered the wrong item or size. What can I do?

Is it safe to order online?

What do I do if my discount code doesn't work?

What does preorder mean?

What if I accidentally placed a duplicate order?

What payment methods do you accept?

When can I expect my preorder to be delivered?

Why was my payment declined?

Will items in my cart sell out before I check out?

Orders & Checkout

Are your products ethically made?

Can I request a restock notification?

Do you have a size guide?

How do I know if this item runs true to size?

How do I know what size to order?

How long will this item be in stock?

How should I care for my garment?

Is the fabric suitable for sensitive skin?

Is this item machine washable?

What is the fabric composition of this item?

What size is the model wearing?

What’s the fit like?

Where are your garments produced?

Why can't I find a product that was advertised?

Will this fabric wrinkle easily?

Will this item stretch or give with wear?

Will this style be restocked?

Product Questions

Can gift orders be returned?

Can I add a gift note?

Can I opt out of gift packaging for a simpler option?

Can I request luxury gift wrap for special occasions?

Can I schedule delivery for a gift?

Can I send a gift anonymously?

Can I send an order as a gift?

Can I send one order to multiple recipients?

Do all items come with branded boxes or dust bags?

Do gift orders include return information?

Do I have to return the packaging materials with my return?

Do you include an invoice or packing slip in gift orders?

Do you offer gift packaging?

Do you offer holiday or limited edition packaging?

Do you offer physical gift cards?

Do you sell digital gift cards?

Do you use plastic in your packaging?

Is pricing removed for gift orders?

Is the packaging discreet?

Is your packaging recyclable or sustainable?

What do I do if I’m sending a gift and the size is wrong?

Will the recipient be notified before the gift arrives?

Gifting & Packaging

Are international return windows different?

Are there any items that are non-returnable?

Are worn or altered garments accepted for return?

Do I need to include paperwork in my return?

Do you refund shipping costs on returns?

How are refunds processed if I pay with Klarna/Clearpay?

How strict is the 14-day return window?

Is Emello’s return policy different during sale periods?

What are your terms & conditions?

What happens if I miss the return window?

What happens if I return after the window has closed?

What if my return is delayed due to the courier?

What is your returns window?

Where can I find your full returns policy?

Returns Policy & Terms

Can I merge two customer accounts?

Can I update my preferences for marketing emails?

Do I need to create an account to order?

How do I access my wishlist from another device?

How do I create an Emello account?

How do I delete my account?

How do I request my data under GDPR?

How do I reset my password?

How do I save items to my wishlist?

How do I unsubscribe from emails?

How do I update my email or shipping address?

How do I update saved payment methods?

How do I view my order history?

Will I be notified when an item I saved comes back into stock?

Customer Account & Preferences

Can I recycle or donate my Emello garments?

Do you offset your emissions from shipping?

How do I trace the origin of my garment?

How do you choose your production partners?

How do you ensure fair labour in your supply chain?

How do you measure your carbon footprint?

How transparent is your full supply chain?

What certifications do your factories hold?

What does “Hand-finished” mean?

What is your stance on animal-based materials?

What sustainable materials do you use?

Can I delete my personal data permanently?

Can I opt-out of data sharing with partners?

Can I save my payment details securely?

Do you use cookies? How can I manage them?

How is my personal data stored?

How long do you keep my personal data?

Is my payment secure?

Is your checkout system encrypted?

What happens if my payment fails?

What is Emello's cookie policy?

What payment methods are PCI compliant?

Where can I find your data protection policies?

Where can I view your privacy policy?

Will you share my details with third parties?

Privacy, Security & Payments

Can I request a callback?

Can I speak to a human?

Can I speak to someone on WhatsApp?

Do you offer support in languages other than English?

Do you respond to DMs on Instagram?

How do I contact Emello support?

How do I give feedback or raise a complaint?

How quickly can I expect a response?

What are your support hours?

What is the best way to reach you out of hours?

What’s the best way to get a fast response?

Where can I submit a press or collaboration enquiry?

Contact & Support

What are your sustainability commitments?Updated 2 months ago