FAQ

How do I place an order?
Once you have found an item you wish to purchase, simply click the “Add To Cart” button on the product page and the item will be added to your bag.
Your bag is always on the top right of the screen and will contain all the items you have added to your cart. You can continue shopping and ass as many items as you want before checking out.
When you are ready to check out and complete your order, click the bag in the top right corner of the screen. Before you enter your details, you can calculate the shipping cost by entering your country and post code and pressing the “Calculate Shipping” button at the bottom of the screen.
You can also leave a note where it says Special Instructions.
Once you are happy with all the items in your cart and the shipping cost press the “Checkout” button.
Now you will see the Customer Information page, enter your details and proceed through to the Shipping Method and Payment Method pages by entering the necessary details and your order will be placed.

How can I get a sample?

We highly recommend getting a sample. It is vital to test the strength of an item prior to placing a large order, to see whether it works for your product, along with the size and finish.

If you wish to get a free sample, we can send one free sample per customer. To request a free sample please email sales@emartbuy.co.uk. If you wish to purchase multiple samples you can add one of each item to the basket on our website https://www.emartbuy.co.uk/ online and check out as normal.

Are your measurements internal or external?

All our dimensions shown are external measurements.

Do you offer custom size boxes if I can’t find the size I am looking for?

We do offer a bespoke box service. For details on prices and minimum order quantities please email sales@emartbuy.co.uk. Please give the dimensions, colour, and quantity you require, as well as whether you require inserts and printing.

DELIVERY

Do I have to pay shipping costs?

For more information on delivery and shipping costs, please visit our delivery page.

When will I receive the ordered products?

We process all orders within 1 day and ship them through trusted and reputable courier companies.
Delivery times will vary based on your location. For more information about delivery times please visit our delivery page.

Do you offer same day delivery?

Unfortunately, not, however you can arrange for the goods to be collected from our Birmingham warehouse. Please contact sales@emartbuy.co.uk to discuss further.

PAYMENTS

How do I pay for my order?

You can pay for your order using credit cards (VISA, Mastercard, American Express). You can also use debit cards. We also accept payment by Bank Transfers. Bank details will be visible once you have completed the order and chosen Bank transfer as payment method.

What should I do if my payment doesn't get through or fails?

If your payment transaction fails, please contact our Customer Service Team immediately on 0121 2362322 or email us at sales@emartbuy.co.uk

Can we open a credit account?

Unfortunately, not. All prices on our site are based on payment at the time of ordering

ORDER STATUS & TRACKING

How do I know if my order has been placed successfully?

You will get an order confirmation email shortly after you place the order. If you do not get the order confirmation email, please get in touch with us immediately on 0121 2362322 or email us at sales@emartbuy.co.uk

How do I know if my order has been dispatched or not?

Once your order has been dispatched you will receive an email.

Can we collect our order?

Yes, you can collect your order from our Birmingham warehouse.

RETURNS & EXCHANGE

Can I cancel an order?

Orders once placed cannot be cancelled as we start processing the order as soon as it is received. Exceptions can be made at the sole discretion of Emartbuy. Please contact us quickly if you want to cancel, or modify your order. Any changes can only be made before the order is shipped.

RETURNS POLICY

We will accept any unused product in its original packing within 7 days of delivery. This does not apply to any Bespoke or custom products specially made for the customer.

What do I do if I have received the wrong item or a damaged item?

If you have received the wrong item or the item is damaged, please contact us on 0121 2362322 or email us at sales@emartbuy.co.uk

What is the returns procedure?

For more information about returns please visit our returns page.

Who pays the postal/shipping charges for the returned goods?

The customer pays the return shipping charges. We do not reimburse the shipping charges.

Terms & Conditions for Return:

• The final decision on whether a returned item will be approved or rejected lies completely with Emartbuy’s Quality Assurance Team.
• The returned items will only be accepted in their original packaging, which includes bags, tags, boxes, invoices, documentations, warranty cards (if any), all accessories, and all the things that were present when the item was delivered to you.
• The product you're returning must be unused, and in its original condition. If it is used, damaged, soiled or altered, the return won't be processed and the items will be sent back to you.
• Products in sets cannot be returned individually.
• If we are unable to send you a replacement of the item that you have returned, we will offer you a refund.
• Please note that products may look slightly different to what you see on the screen due to different monitors.