Help & FAQ

Customer care hours of operation

Our customer care team is here to help Monday to Friday 9am to 5pm. Please note we aim to respond to all queries within 24 hours.

Christmas Return Policy

To help you shop with confidence this season, our Christmas returns policy is valid from December 1st until the 8th of January. Any purchases excluding sale products made online or in-store between these dates can be returned up until the 8th of January 2024. Please note our standard 28-day returns policy is unaffected during this period.

Further Price Reductions after purchase

We are committed to providing our customers with the best possible prices on a wide variety of products. However, we are unable to make price adjustments after a transaction has been completed. This means that if you purchase an item before it is reduced in price, you will not be able to receive a refund for the difference in price.

In order to take advantage of a price reduction, you will need to return the item you purchased at full price and repurchase it at the discounted price. Please note that returns can take 3-5 days to arrive and up to 10 working days to process. This means that there is a possibility that the item you are interested in may not be available in stock by the time your return is processed.

We apologize for any inconvenience this may cause, but we appreciate your understanding. We are committed to providing our customers with the best possible shopping experience.

Can i speak to someone on the phone?

There are a few reasons why we only offer email-only customer service and do not take calls directly:

Email is more efficient. We can respond to email inquiries more quickly and efficiently than we can answer phone calls. This is because we can multitask and respond to multiple emails at the same time, while we can only handle one phone call at a time.

Email allows us to provide more detailed and comprehensive responses. When we respond to an email inquiry, we have more time to research the customer's issue and provide a thorough and informative response. This is not always possible when answering a phone call, as we may be limited by time or by the amount of information we can share verbally.

We understand that some customers may prefer to speak to a customer service representative directly. However, we believe that email is the best way for us to provide efficient, scalable, accessible, and comprehensive customer service.

Security Checks

We are obligated to carry out additional security checks on orders that are flagged by your bank. This is a standard procedure and may delay your order being dispatched. We cannot be held liable for these delays as this is a process of your banking provider to safeguard your personal information. If you have any concerns please use our online contact form and a member of our team will contact you within 24 hours.

Gift Cards

Gift Cards are valid for a total of 12 months from the date of purchase. You may apply a gift card to any product on our website apart from shipping charges. If the value of your gift card does not exceed the total, the remaining balance will need to be settled at the checkout. If your gift card does exceed the total balance the remaining monetary value cannot be refunded or exchanged.

Multiple Promo codes

Unfortunately, only one code can be applied at the checkout at any one time. You may not use a 10% welcome code in conjunction with another active code. This is also applicable to Promo codes and Gift Vouchers.

Can I amend or cancel my order?

You can Amend or Cancel your order providing it has not already been dispatched. We cannot make changes or cancel once your order has been received by the carrier.

Can I change the delivery address of my order?

Unfortunately w,e cannot edit your order once placed. Your bank has authorized your transaction based on the initial information provided. If you need to change the details let us know and we will cancel the order so you can replace it with the correct details provided your order has not already been dispatched.

Are orders sourced from your Boutiques?

Yes, it is possible that some of our products may have been tried in-store or been display models. We source our products from a variety of locations, including our high-street boutiques. As a result, there is always a chance that a product may have been handled or tried by another customer before you purchase it. 

Yes, it is possible that a product may have creases if it has been tried in-store or been a display model. Leather is a natural material and it is prone to creasing. However, creasing is not necessarily a sign of poor quality. In fact, many people believe that creases add character to a leather product.


How do I make a purchase?

Simply find an item you like and:

● Select the correct size

● Proceed to the shopping basket

● Review Items

● Proceed to Checkout

How do I return my order?

Simply visit our Returns Page and follow the step-by-step instructions, please include your invoice with your return as this can delay or void your refund.

Can I combine my returns?

If you have more than one purchase to return you can return under one label, however, you will still need to register each return to ensure you are refunded for the correct products/orders. Your invoices for each order must be contained within the package as this can delay or void your refund request if missing.

Combining your returns can reduce carbon emissions and help us limit the number of vehicles needed to move goods back and forth. We are taking steps to become carbon neutral and this is a small step towards that goal helping us and the environment

Do I need an account?

Anyone can shop with Embassy London simply decide if you would like to register or shop as a guest it’s up to you. However, if you register it will make future purchases more seamless with pre-saved address information.

I forgot my password?

Not to worry! We don't just sell shoes! we're here to help! use our online contact form specifying your name and email address associated with your account. We will then reset your password which you then update your password.

Track My Order

All orders are tracked via our carriers, upon being received our carriers will provide you a tracking number which can be used for tracking your parcel. If you have not been provided with this information please use our online contact form and a member of the team will respond within 1 business day.


Free returns

We have always offered free returns to our customers within the UK and recently within the EU. However, free returns can only be obtained by using our providers in your region. If you find the distance to a local drop shop is not convenient you are welcome to return by an alternative means, however, this is at your own cost and we cannot accept liability for nonreceipt of your order.