shipping & returns

SHIPPING

MY ORDER HASN'T ARRIVED ON TIME

  • WE ALWAYS AIM FOR OUR ORDERS TO REACH YOU WITHIN THE SPECIFIED DELIVERY DATE BUT ON THE ODD OCCASION, THERE MAY BE CIRCUMSTANCES OUTSIDE OUR CONTROL WHICH MAY AFFECT THE DELIVERY. PLEASE ALLOW EXTRA TIME FOR DELIVERY IF YOU ARE ORDERING IN THE FESTIVE PERIOD.

    IF YOUR PRODUCT IS DELAYED, PLEASE CONTACT US ON ORDERS@EMACTIVE.COM PLEASE MENTION YOUR ORDER NUMBER IN THE SUBJECT LINE.

HOW DO I KNOW MY ORDER HAS BEEN SHIPPED?
  • ONCE YOUR ORDER HAS BEEN PLACED AND YOUR PAYMENT HAS REACHED OUR ACCOUNT, YOU WILL RECEIVE A SHIPPING CONFIRMATION EMAIL
WHAT IF I AM NOT IN WHEN DELIVERY IS ATTEMPTED?
  • IF NO SIGNATURE IS REQUIRED, THE ITEMS MAY BE LEFT IN A SAFE PLACE, OTHERWISE YOU MAY RECEIVE A SLIP TO GO AND COLLECT YOUR ITEM - IN THIS INSTANCE, PLEASE MAKE SURE YOU COLLECT THE ITEM AS SOON AS POSSIBLE, OR IT MAY END UP BEING RETURNED TO US.
HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?

  • WE OFFER A STANDARD AND AN EXPRESS DELIVERY OPTION.

    STANDARD DELIVERY TIMES ARE:

    UK: 3-5 WORKING DAYS

    IRELAND: 3-7 WORKING DAYS

    EXPRESS DELIVERY TIMES ARE:

    UK: 1-2 WORKING DAYS

    IRELAND: 2-5 WORKING DAYS

    WE CANNOT GUARANTEE DELIVERY TIMES ON A BANK HOLIDAY SO PLEASE EXPECT YOUR DELIVERY ON THE NEXT WORKING DAY. DURING BUSY TIMES SUCH AS THE CHRISTMAS PERIOD, DELIVERY TIMES MAY TAKE SLIGHTLY LONGER DUE TO CIRCUMSTANCES OUT OF OUR CONTROL.

HOW MUCH ARE YOUR SHIPPING COSTS?

  • STANDARD SHIPPING COSTS:

    UK & N. IRELAND: FREE DELIVERY

    EXPRESS SHIPPING COSTS:

    PRICES MAY VARY ACCORDING TO THE PRODUCT AND SHIPPING DESTINATION. SHIPPING COST WILL AUTOMATICALLY BE ADDED DURING THE CHECKOUT PROCESS.

    YOUR ORDER WILL BE POSTED WITH A COURIER FOR A SAFE AND TRACKED DELIVERY.

    SHIPPING TERMS & CONDITIONS

    1) POSTAGE: OUR PREFERRED DELIVERY METHOD IS VIA COURIER, AS ITEMS ARE SIGNED FOR AND CAN BE TRACKED IF LOST OR DELAYED. THIS PROTECTS US, THE SELLER, AND THE CUSTOMER. A RECEIPT IS OBTAINED FOR ALL ITEMS SENT BY RECORDED SERVICE, AND CAN BE PROVIDED AS PROOF OF POSTAGE IF AN ITEM IS LOST.

    2) LOST ITEMS: AS MENTIONED ABOVE, WE OBTAIN PROOF OF POSTAGE ON ALL ITEMS SENT, AND THESE CAN BE PROVIDED IF THE POSTAL SERVICE HAS LOST THE ITEM. WE WILL DO ALL WE CAN TO WORK WITH YOU TO TRACK A LOST ITEM WITH THE COURIER, AND WILL STAY IN CONTACT WITH YOU FOR THE DURATION OF THE SEARCH UNTIL AN OUTCOME IS REACHED.

SHIPPING POLICY

ANY PURCHASES MADE ON OUR WEBSITE ARE COVERED BY CONSUMER CONTRACTS REGULATIONS, UNDER WHICH YOU HAVE 14 DAYS TO CANCEL YOUR PURCHASE IN WRITING. IF YOU WISH TO CANCEL YOUR CONTRACT, YOU WILL NEED TO SEND US NOTICE OF YOUR CANCELLATION VIA EMAIL ON ORDERS@EMACTIVE.COM. RETURNING THE ITEM WILL BE AT YOUR OWN COST AND NEEDS TO BE SENT TRACKED.

DELIVERY

OUR UK DELIVERY POLICY INCLUDES ENGLAND, SCOTLAND, NORTHERN IRELAND AND WALES, INCLUDING THE SCOTTISH ISLES. ACCURATE DELIVERY COSTS FOR THESE LOCATIONS PLUS DELIVERY FOR THE REPUBLIC OF IRELAND AND THE CHANNEL ISLANDS CAN BE FOUND BY ADDING THE REQUIRED ITEMS TO YOUR CART AND CONTINUING TO THE CHECKOUT PAGE.

OUR PREFERRED DELIVERY METHOD IS VIA EXTERNAL COURIER, AS ITEMS ARE SIGNED FOR AND CAN BE TRACKED IF LOST OR DELAYED. THIS PROTECTS US, THE SELLER, AND THE CUSTOMER. A RECEIPT IS OBTAINED FOR ALL ITEMS SENT BY RECORDED SERVICE, AND CAN BE PROVIDED AS PROOF OF POSTAGE IF AN ITEM IS LOST.

LOST ITEMS

AS MENTIONED ABOVE, WE OBTAIN PROOF OF POSTAGE ON ALL ITEMS SENT, AND THESE CAN BE PROVIDED IF THE POSTAL SERVICE HAS LOST THE ITEM. WE WILL DO ALL WE CAN TO WORK WITH YOU TO TRACK A LOST ITEM WITH THE COURIER, AND WILL STAY IN CONTACT WITH YOU FOR THE DURATION OF THE SEARCH UNTIL AN OUTCOME IS REACHED.

PLEASE NOTE THAT IT IS YOUR RESPONSIBILITY TO ENSURE THAT THERE IS SUFFICIENT ACCESS TO DELIVER YOUR PARCELS TO THE PREFERRED ADDRESS. PLEASE BEAR THIS IN MIND WHEN ORDERING LARGER ITEMS.

return

HOW LONG WILL IT TAKE FOR MY REFUND?
  • PLEASE ALLOW US 7 WORKING DAYS TO PROCESS YOUR REFUND. WE AIM TO PROCESS REFUNDS AS QUICKLY AS POSSIBLE, ONCE WE HAVE DONE THIS, WE WILL RETURN THE REFUND TO YOUR ORIGINAL PAYMENT METHOD, WHICH MAY TAKE BETWEEN 3-5 WORKING DAYS TO APPEAR ON YOUR BANK ACCOUNT.
HOW CAN I RETURN MY ORDER?

  • WE ALWAYS WANT YOU TO BE HAPPY WITH YOUR ORDER. IF YOUR ITEMS ARE UNUSED, WE WILL ACCEPT RETURNS WITHIN 14 DAYS OF RECEIPT.

    PLEASE EMAIL US ON ORDERS@EMACTIVE.COM WITH YOUR ORDER NUMBER IN THE SUBJECT LINE AND LET US KNOW THAT YOU ARE RETURNING THE ITEMS AND ANY REASON FOR RETURNS. ITEMS NEED TO BE RETURNED UNUSED AND IN THEIR ORIGINAL PACKAGING. PLEASE USE A RECORDED MAIL SERVICE FOR YOUR RETURNS TO MAKE SURE THAT THEY ARE COVERED IN THE EVENT THAT THEY GO MISSING.

WILL MY RETURN POSTAGE BE REFOUNDED?
  • UNFORTUNATELY IF YOU WISH TO RETURN YOUR PRODUCT THEN WE CANNOT REFUND YOUR POSTAGE. YOU WILL NEED TO SEND THE ITEM USING A RECORDED DELIVERY SERVICE TO ENSURE THAT IT REACHES US SAFELY.
I HAVE RECEIVED THE WRONG PRODUCT

  • WE'RE SO SORRY FOR OUR MISTAKE, WE AIM TO PUT AS MUCH CARE AND PRECISION INTO OUR ORDERS AS POSSIBLE.

    PLEASE EMAIL US ON ORDERS@EMACTIVE.COM WITH YOUR ORDER NUMBER AND LET US KNOW WHICH ITEM YOU RECEIVED. WE'LL GET IT SORTED FOR YOU AS QUICKLY AS POSSIBLE.

CAN I EXCHANGE MY ITEM?

  • WE ACCEPT EXCHANGES FOR UNWANTED ITEMS; HOWEVER, THE ITEMS MUST BE UNUSED AND WITHIN 14 DAYS OF RECEIPT. PLEASE SEND YOUR ITEMS USING A RECORDED DELIVERY SERVICE TO MAKE SURE THAT IT IS RETURNED TO US SAFELY.

    EMAIL US ON ORDERS@EMACTIVE.COM WITH YOUR ORDER NUMBER AND THE NAME OF THE ITEM THAT YOU WISH TO EXCHANGE. IF THE VALUE OF THE PRODUCT IS DIFFERENT TO THE ONE THAT YOU ORDERED, WE WILL NEED TO ISSUE YOU AN INVOICE OR A PARTIAL REFUND FOR THE DIFFERENCE IN VALUE.

    UNFORTUNATELY, WE ARE UNABLE TO REFUND DELIVERY COSTS.

MY PRODUCT IS FAULTY
  • ALL OF OUR PRODUCTS UNDERGO THE STRICTEST QUALITY CONTROL AND QUALITY ASSURANCE PROCEDURES SO WE HOPE THAT YOU NEVER HAVE AN ISSUE WITH YOUR ORDER. IF YOU DO HAVE ANY PROBLEMS, PLEASE EMAIL US AT ORDERS@EMACTIVE.COM WITH A DESCRIPTION AND PHOTOGRAPH OF THE PROBLEM SO WE CAN HELP. FAULTY ITEMS MAY BE RETURNED FOR EXCHANGE OR REFUND WITHIN 30 DAYS OF RECEIPT.

RETURNS & EXCHANGES

ITEMS MAY BE RETURNED FOR EXCHANGE OR REFUND IF THEY ARE SENT WITHIN 14 DAYS OF RECEIPT. THE ITEMS MUST BE RETURNED UNUSED AND IN THE ORIGINAL CONDITION. ANY ITEMS RETURNED WITHOUT THE ORIGINAL BOX WILL BE REFUNDED MINUS 30% OF THE ORIGINAL PURCHASE PRICE.

IF YOU CHOOSE TO RETURN OR EXCHANGE YOUR ITEM, WE CANNOT COVER ANY DELIVERY CHARGES. PLEASE RETURN THROUGH A TRACKED POSTAGE SERVICE; THIS WILL PROVIDE COVER FOR ANY ITEM THAT IS LOST OR DAMAGED IN TRANSIT. IF YOU RETURN THE ITEM WITH A NON-TRACKED SERVICE, WE CANNOT ACCEPT RESPONSIBILITY IF THE ITEM IS LOST OR DAMAGED.

WE REQUIRE 7 WORKING DAYS TO PROCESS A REFUND AND 3-5 WORKING DAYS FOLLOWING THAT FOR THE FUNDS TO APPEAR IN YOUR BANK ACCOUNT. THE REFUND WILL BE RETURNED TO THE ORIGINAL PAYMENT METHOD.

PLEASE NOTE, OUR STRICT QUALITY CONTROL AND QUALITY ASSURANCE PROCEDURES SHOULD MEAN THAT YOU NEVER RECEIVE A FAULTY PRODUCT. SHOULD THERE BE AN ISSUE WITH THE PRODUCT RECEIVED, PLEASE SEND US A PHOTOGRAPH AND DESCRIPTION OF THE FAULT. ITEMS CAN BE RETURNED FOR EXCHANGE OR REFUND WITHIN 30 DAYS OF RECEIPT.