Shipping Policy
Processing your order
Orders placed on a business day are processed the same day. Orders placed on weekends or UK public holidays are processed on the next available business day. Once your order is confirmed and verified, it is prepared and dispatched within 2 to 5 business days.
Delivery times
We ship from our warehouse in Asia using international courier services with full tracking and insurance. Estimated delivery times once your order has been dispatched are:
- Standard: 7 to 12 business days
- During peak periods (e.g. a sale) such as Black Friday, Cyber Monday and Christmas, or in the event of logistical disruption, delivery may take 2 to 3 weeks
We guarantee delivery of every order. If your order is lost or significantly delayed beyond these timeframes without explanation, we will arrange a refund or replacement. Please see our Return and Refund Policy for full details.
Tracking your order
Every order is shipped with a tracking number and is insured in transit. Once your parcel has been dispatched, we will send your tracking details by email so you can follow it the whole way.
Customs, duties and import taxes
Our orders are shipped from our warehouse in Asia. For customers in the United Kingdom, goods arriving from overseas may be subject to UK import VAT and customs duties depending on the value of your order and current regulations at the time of delivery.
For orders under £135, UK VAT is typically collected at the point of checkout. For orders above this threshold, customs may apply import VAT and duty directly and contact you before releasing your parcel. Emily and Charlotte is not responsible for any customs fees, import duties or taxes applied to your order. These are the responsibility of the customer and buyer.
If you are unsure what charges may apply, we recommend checking with HMRC or your local customs office before placing your order.
Getting your address right
Please take a moment to check your delivery address carefully before completing your order. Once your order has been dispatched, we are unable to change the delivery address as fulfilment is handled by our logistics partners and we do not have the ability to redirect parcels once they have left our warehouse.
If a parcel cannot be delivered because of an incorrect address provided at checkout, Emily and Charlotte cannot be held responsible for the loss, and any reshipment will be at the customer's expense.
Uncollected parcels
If a delivery attempt is made and the parcel cannot be handed over, your courier will leave a notification and the parcel will be held at your local delivery office or Post Office. If it is not collected within 15 days, it will be returned to our warehouse. In that situation, please contact us straight away at support@emilyandcharlotte.com and we will do our best to help you.
Delays outside our control
Factors including customs clearance, national holidays, extreme weather and courier disruptions can occasionally extend delivery times beyond our estimates. We cannot guarantee specific dates in these circumstances, but we will always keep you informed and do everything we can to resolve the situation promptly.
A note on our products
Emily and Charlotte is an independent fashion brand. Our products do not carry any third-party logos or licensed brand names.
Questions about your delivery
If you have any questions about your order or delivery at any point, please get in touch at support@emilyandcharlotte.com. A real person will read your message and help you.