FAQ
Where can I find Emma Wallace clothing for sale?
You can find our collection online and at our standalone store located at No. 2 Po Hing Fong, Hong Kong. You can also find our collection at Wolf & Badger online and King's Cross store in London.
Some selected items are also available at Wardrobista, Hong Kong.
What sizes do you carry?
We follow UK sizing from UK 6 to UK 14. To see our size chart click here.
Can’t find your size or want to order a custom size? Drop us an email at info@emma-wallace.com and we can assist you.
If an item is out of stock can I still order it?
Depending on the style it is often possible to order an out of stock item. Please email info@emma-wallace.com which style you would like and we can advise the possibilities.
I have a PR enquiry, how do I get in touch?
For press enquiries, please contact;
Emma Wallace Head Office Team (Asia)
info@emma-wallace.com
Mischa from MJ-PR (UK, Europe & Middle East)
mischa@mj-pr.co.uk
How can I apply for a career or internship?
For job openings and internships enquiries please email info@emma-wallace.com
Do I need to set up an account to place an order?
You can shop at emma-wallace.com without creating an account. However, setting up an account with us is easy and can speed up your check out time, saves you from typing out your address every time you shop with us.
Do you ship worldwide?
Yes we do, simply select your address in the delivery section. For more details on shipping click here.
How much duties and taxes will I have to pay?
Our shipping policy is a DDU (Delivery Duty Unpaid) service, meaning that the product prices displayed are exclusive of all taxes and duties. So once your order arrives at its destination you will be required to pay all import duties, customs and local sales taxes levied by the country you are shipping to, in order to release your order from customs. Unfortunately we are not able to refund local tax and duties paid.
How can I track my order?
When the item is dispatched, you will receive an email with the name of the courier company that is delivering your shipment alongside with your tracking number. This should help you to find out the most updated status of your shipment. For more shipping details please click here.
Can I return an item?
Item(s) purchased both online or in store may be returned or exchanged within 7 days of receipt, provided that the item(s) to be returned or exchanged meet SELLABLE CONDITION and is with the original packaging. Jewellery and discounted items cannot be exchanged or refunded, this does not include those on introductory offer. For online orders, your order will be sent on a DDU country basis (taxes and duties collected by local customs and courier), taxes and duties are non-refundable from Emma Wallace.
How do I return an item?
Within 7 days of receiving your order, you may return any item(s) by posting the items back to us or drop off at our store (Hong Kong only).
Returns Address:
Emma Wallace - Returns
Shop A, G/F Po Hing Mansion 2 Po Hing Fong
Sheung Wan
Hong Kong
Tel: +852 2336 6798
Returns by post:
HONG KONG & CHINA: Use the pre-addressed SF Express label included in your order for complimentary return shipping. Please make sure you fill in the returns form and the item(s) are in their original condition. Remember that returned items must be shipped back to us within 7 days of receipt of the products.
REST OF THE WORLD:
Book your complimentary collection with DHL and using the returns printed airway bill, that is enclosed with your purchase, send your items back to us.
Please following the steps below:
1.Circle the item that you wish to return on the printed invoice, that is enclosed with your purchase, and insert into your returned item(s) parcel.
2.Book your collection with your DHL office http://www.dhl.com/en.html
We prefer that items are returned to us via our own service so that they are protected and insured. You can return item(s) using any secure means, but we may not accept liability and will not cover alternative shipping method charges. Please email info@emma-wallace.com if you intend to use an alternative shipping method
Returns in store:
Customers in Hong Kong who bought item(s) online are welcomed to return or exchange items in our store. Bring the respective item(s) with the completed Return Form found in your original order packaging. Please note we only accept returns in store for orders purchased in Hong Kong. For map location of our store please click here.
When do I get a refund after returning an item?
Refunds will usually be credited to the original payment method within 7-14 days after we receive back the refunded item(s). Please note that processing time for refunds is subject to the respective bank or individual card issuer's internal procedures, which is outside our control. For more details on our returns policy please click here.
How do I contact customer care?
Contact our Customer Care Team by emailing info@emma-wallace.com or calling +852 23366798.
Our customer services hotline opening hours (Hong Kong Time Zone):
Monday to Friday 10 am – 7pm
Saturday and Sunday: 11am – 8pm
Please note we are closed on HK public holidays.
How can I sign up to Emma Wallace’s newsletter?
Be the first to know about the latest fashion news and get notified with exclusive offers and more! Simply register online by clicking here.
Do you offer rental service?
At the moment we do not offer rental services, however if you are based in Hong Kong we do work in partnership with Wardrobista HK, where you can find selected items from our collections to rent. To see our Wardrobista selection click here.
If you have any further questions or enquiries please contact us at info@emma-wallace.com