Help & FAQ

Customer care hours of operation

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

EU-TAX

Customers shopping with us from within the EU will be subject to EU taxation.

This is a Tax that is applied by local customs authorities within each EU country. This can be around 20% of the value of the order but can vary by country, or you can visit our EU Store Click Here to avoid any taxation on importing goods.

If you would still like to shop our UK store we recommend checking with your local postal service to find out or visiting the following website to obtain a estimated import cost Click Here.

We have also placed additional information at the checkout to highlight the additional costs before placing orders via our UK store.

If you choose to refuse an order due to the import tax put in place by the EU we will be unable to issue a refund as the order will likely be disposed and destroyed by the local customs team.







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.

Will I be refunded the total amount of my order?

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

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.

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.

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

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.

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?

UK Returns

We want your Embassy London shopping experience to be an easy and enjoyable one. Of course we'd love for you be happy with your Embassy London shoes but if you do decide to return or exchange them simply do so within 28 days of the date of purchase.

All returns within the UK are FREE of charge but please bear in mind they can take 3-5 working days to arrive and up to 10 working days to process. To ensure your refund goes smoothly please ensure that all returns are unworn with original packaging and labels.

Returns that do not pass our quality control inspections will not be accepted.

Once your label has been created you will have 7 days to return your goods.


To create your return: CLICK HERE

Don't own a Printer?
No problem, simply contact the customer care team (Monday to Friday 9am- 5pm) via email and request a label, which will then be posted to you.

Please Note:
Collections, QR codes & Hermes Lockers are NOT supported services. It is important that only the labels provided by Embassy London are used. If you generate a new label instore or via alternative means it could result in your return being lost, voiding your refund or exchange request.


Rest of World Returns

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. For any further information please contact our
Customer Care Team.

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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

Do you have sales?

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

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.