Shipping Policy

This Shipping Policy explains how orders placed through emper.co.uk are processed, shipped and delivered. By placing an order, you agree to the terms outlined below.

1. Company Information

Emper Perfumes Ltd
Company number: 15072715
Registered office:
Swan Lane Mill, Higher Swan Lane, Bolton, England, BL3 3AQ
Contact email: contact@emper.co.uk

2. Order Processing Time

We aim to process all orders within 1–2 working days (Monday–Friday, excluding public holidays).

Notes

• During peak seasons (Christmas, Ramadan, Black Friday), processing times may extend by an additional 1–2 days.
• Orders placed after 1pm may be processed the following working day.
• Orders cannot be modified once they are being prepared for dispatch.

3. Shipping Methods & Delivery Times (UK Only)

We ship exclusively within the United Kingdom.

Delivery timeframes (after dispatch):

Standard Delivery

• Estimated delivery: 2–5 working days
• Handled by recognised UK couriers

Express Delivery

• Estimated delivery: 1–2 working days
• Available for orders placed before the daily cut-off time
• Not available during certain seasonal periods

Next-Day Delivery (when offered)

• Must be placed before the cut-off time
• Deliveries occur Monday–Friday only
• Orders placed on Friday after cut-off will arrive Monday

Delivery times are estimates and not guaranteed, as courier delays are outside our control.

4. Shipping Fees

Shipping charges are calculated automatically at checkout based on:

• Delivery method
• Order weight
• Shipping destination

Full costs will be shown before completing checkout.

5. Order Tracking

Once your order is dispatched, you will receive:

• A dispatch confirmation email
• A tracking number (if applicable)
• A link to track your parcel online

Tracking may take up to 12 hours to update depending on the courier.

6. Delivery Attempts & Missed Deliveries

If the courier is unable to deliver:

• A calling card may be left
• The parcel may be taken to a local depot or collection point
• You may be able to rearrange delivery through the courier’s portal

If the parcel is returned to us due to:

• Incorrect/incomplete address
• Repeated missed deliveries
• Failure to collect from depot

…then a re-delivery fee may apply.

7. Shipping Restrictions

Due to courier and safety regulations, we do not ship:

• Outside the United Kingdom
• To PO Boxes
• To addresses with restricted access unless arrangements are made

Perfumes are classed as flammable goods, meaning some couriers require special handling.
This can affect delivery availability to certain locations.

8. Damaged, Leaking or Missing Items

If your parcel arrives damaged, leaking or incomplete, you must notify us within 48 hours of delivery.

Please provide:

• Order number
• Photos of the parcel, packaging and item(s)
• A description of the issue

This allows us to investigate with the courier.

Outcomes may include:

• Replacement
• Refund
• Store credit

We cannot process damage claims submitted after 48 hours because courier investigations become invalid.

9. Lost Parcels

A parcel is considered “lost” only when the courier confirms it after a full investigation.

If your parcel hasn’t arrived:

• Contact us at contact@emper.co.uk
• We will contact the courier to open a formal investigation
• Investigations typically take 5–10 working days

Once the courier confirms loss, we will issue either:

• A replacement
• A full refund

We cannot issue a refund or replacement before the courier concludes the investigation.

10. Incorrect Address / Customer Error

Customers are responsible for ensuring delivery information is accurate.

If the address provided is incorrect and the order has already shipped:

• We cannot guarantee interception or redirection
• Courier re-routing charges may apply
• Parcels returned to us may incur re-delivery fees

If the parcel is delivered to the incorrect address due to inaccurate details, we cannot issue a refund.

11. Order Not Received but Marked as Delivered

If tracking shows “Delivered” but you have not received the parcel:

Please check:
• Neighbours or household members
• Secure locations around your property
• Building reception or parcel rooms

If still not found, contact us within 48 hours, so we can:

• Open a GPS delivery check
• Request courier proof of delivery
• Begin an investigation

Failure to report within 48 hours may invalidate any claim, as couriers do not retain data indefinitely.

12. Weather, Seasonal and Unexpected Delays

Courier delays due to:

• Extreme weather
• High seasonal volume
• Strikes
• Road closures
• Security concerns

…are outside our control. Delivery guarantees are suspended during such events.

We will always monitor and support where possible.

13. Pre-Orders (if applicable)

If purchasing a pre-order item:

• Estimated dispatch dates will be shown on the product page
• Orders containing both in-stock and pre-order items may be shipped together
• Pre-order dates are estimates and can change based on supplier and logistics conditions

14. International Shipping

We do not currently offer international shipping.

If this changes, the policy will be updated with relevant customs and export information.

15. Contact Information

For any shipping-related questions or concerns:

Email: contact@emper.co.uk

We aim to respond within 1–2 working days.