Shipping policy

Shipping Policy

Where We Ship

Emma & Sophie ships to all addresses within the United Kingdom, including England, Scotland, Wales and Northern Ireland.

We do not currently ship to PO Box addresses. Deliveries to the Scottish Highlands and Islands, the Isle of Man, the Channel Islands and other remote postcodes may take slightly longer than the timeframes below.

Shipping Costs

Delivery is free on all UK orders. There is no minimum spend, and no shipping charge is added at checkout.

Processing Time

Orders are checked, packed and dispatched within 1–2 business days of being placed.

Business days are Monday to Friday, excluding UK public holidays. Orders placed after 17:00 GMT, at the weekend, or on a public holiday begin processing on the next business day.

During sale periods and peak seasons, processing can take slightly longer. If that applies to your order, we will let you know by email.

Delivery Time

Once dispatched, orders arrive within 5–9 business days.

Total time from order to delivery: 6–11 business days.

These are estimates, not guarantees. Delivery times can be affected by weather, carrier delays, customs processing and periods of high demand, all of which sit outside our control.

Order Tracking

As soon as your order leaves our facility, we email you a tracking number and a link. You can also track your order at any time using the Track Your Order page on our website.

Tracking information can take up to 48 hours to become active after you receive it. If your tracking number hasn't updated after that point, email us at support@emmaandsophie.com and we'll look into it.

Split Deliveries

If you order multiple items, they may be dispatched separately and arrive on different days. You will receive separate tracking for each parcel. You are not charged extra for this.

Taxes and Customs Duties

All applicable taxes and duties are included in the price you pay at checkout. You will not be asked to pay any additional customs charges, import fees or handling fees when your order is delivered.

Incorrect Delivery Addresses

Please double-check your delivery address before completing your order. We dispatch to the address exactly as entered at checkout.

If you spot a mistake, contact us at support@emmaandsophie.com immediately. We can amend the address if the order has not yet been dispatched. Once an order has left our facility, we are unable to redirect it.

If a parcel is returned to us because the address was incorrect or incomplete, we will contact you to arrange redelivery. A redelivery fee may apply in these cases.

Failed Deliveries and Unclaimed Parcels

If nobody is available to receive your parcel, the carrier will normally attempt redelivery or leave a card with collection instructions. Parcels that are not collected within the carrier's holding period are returned to us.

If your parcel is returned as unclaimed, contact us and we will arrange either a redelivery or a refund of the product value.

Lost or Damaged Parcels

If your order hasn't arrived within 15 business days of dispatch, contact us at support@emmaandsophie.com with your order number. We will open an investigation with the carrier and either resend your order or issue a full refund.

If your parcel arrives damaged, email us within 48 hours of delivery with photographs of the packaging and the item. We will arrange a replacement or a full refund at no cost to you.

Cancelling an Order

You can cancel your order free of charge at any point before it is dispatched. Email support@emmaandsophie.com with your order number as quickly as possible.

Once an order has been dispatched, it can no longer be cancelled, but you can return it under our Return & Refund Policy.

Contact

Emma & Sophie Goudsbloemstraat 34, 3353 XK Papendrecht, Netherlands Email: support@emmaandsophie.com Phone: +31 6 22461929 Support hours: 7 days a week — responses within 24 business hours