Help & FAQ

How do I make a purchase?

Simply find an item you like and:

● Select the correct size

● Proceed to shopping basket

● Review Items

● Proceed to Checkout

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’re here to help, if you have a registered account with us simply email customercare@embassylondon.co.uk specifying your name and email address associated with your account. We will then reset your password which you then change following the email link we send you.

What delivery options are available?

We have an array of options for you to choose from depending on your location and the urgency you want to receive your goods. Please see the link below for more information on cost.

How long will it take for my order to arrive (UK)

Orders within the UK can take between 3 and 7 working days to arrive and the average time is usually 3 working days. There can be instances where orders are delayed due to external factors outside of our control or due to security measures. If you find your order has not arrived within the time advertised, please contact our customer care team who will be able to assist you.

How long will it take for my order to arrive (EU)

Orders within the EU can take between 3 and 10 working days to arrive and the average time is usually 8 working days. There can be instances where orders are delayed due to external factors outside of our control or due to security measures. If you find your order has not arrived within the time advertised, please contact our customer care team who will be able to assist you.

How long will it take for my order to arrive (Rest of World)

Orders outside of the UK/EU can take between 7 and 25 working days to arrive and the average time is usually 15 working days. There can be instances where orders are delayed due to external factors outside of our control or due to security measures. If you find your order has not arrived within the time advertised, please contact our customer care team who will be able to assist you.

How do I return or exchange an item?

Follow the steps below to generate your return online

1. Click the link below to register your return

Embassy London Returns Form

2. After registering your return you will be presented a link to create a Free UK returns label with Royal Mail, once completed download and print.

3. Place your order within a secure box or mailing bag including all original packaging & Invoices and seal securely, Once done attach the printed returns label.

Own a Printer?
Please proceed to any local Post office or Delivery Office

Don't own a Printer?
Not a problem, you can contact Embassy London's customer care team Monday to Friday 9am to 5pm via email and request a label be issued in the post that can take up to 7 working days to arrive. Alternatively, you can take to any Royal Mail Delivery Office who can print your label on your behalf.


Rest of world
If your order is not 100% satisfactory you may return it within 28 days of receipt. It is recommended that orders are sent fully tracked to ensure your order arrives safely. 


Our returns address can be found on your invoice and for any further information please contact our Customer Care Team.


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 this information please contact us at customercare@embassylondon.co.uk

Will I be refunded the total amount of my order?

Orders within the UK under £50 - No refund of shipping fee Orders within the UK over £50 - Refunded in fall providing any discount applied has not reduced total value below £50 International Orders - No refund of shipping fee

Do you have sales?

We do not participate in seasonal sales but these dates can vary and cannot be confirmed ahead of time.

Customer care hours of operation

Our customer Care team are here to help Monday to Friday 10am to 5pm. Please note we aim to respond to all queries within 24 hours.

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 we cannot edit your order once placed. Your bank has authorised 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 with the correct details providing your order has not already been dispatched.

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 email us at customercare@embassylondon.co.uk

Will I be refunded the total amount of my order?

You will be refunded the total amount of purchase except for the shipping charges.

Promo codes & Gift Vouchers

Only one code can be used at anyone time. 

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.