FAQ

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.

We follow UK sizing from UK 6 to UK 14.

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.

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.

Contact our Customer Care Team by emailing info@emma-wallace.com or calling +852 23366798.

Our customer services hotline opening:

Mon-Wed, Fri-Sat 10am-7pm

Please note we are closed on HK public holidays.

For any press enquiries, please drop us a message at:

info@emma-wallace.com

Be the first to know about the latest fashion news and get notified with exclusive offers and more! Simply register online by clicking here.

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

Yes we do cover most of the countries but also with some exceptions, we are delivering to:

• Hong Kong SAR
• China
• Singapore
• Thailand
• South East Asia
• UK
• Europe
• Australia
• USA
• Rest of the world

Unfortunately we are not able to ship to Russia at the moment.

Simply select your address in the delivery section at checkout.

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.

Should you have any questions, please don't hesitate to contact us, we are more than happy to assist.

Free of Charge for all items – delivery in 2-3 days (by S.F. Express)

For any purchase of £200 or over:

• Free 7-14 days standard shipping (by e-Express)
• or £25 for 2-4 days fully tracked express shipping (by SF Express or Speedpost depending on country of destination)

For purchase of garments below £200 :

• £10 for 7-14 days standard shipping (by e-Express)
• or £25 for 2-4 days fully tracked express shipping (by SF Express or Speedpost depending on country of destination)

For purchase of jewellery and small accessories only & below £200 :

• Will be delivered in bubbled bag
• Free 7-14 days standard shipping (by e-Express)
• Or £20 for 2-4 days fully tracked express shipping (by SF Express or Speedpost depending on country of destination)

For any purchase of £200 or over:

• Free 7-14 days standard shipping (by e-Express)
• Or £50 for 3-5 days fully tracked express shipping (by Speedpost/ Royale International/ Aramex, depending on country of destination)

For purchase of garments below £200:

• £30 for 7-14 days standard shipping (by e-Express)
• Or £50 for 3-5 days fully tracked express shipping (by Speedpost/ Royale International or Aramex, depending on country of destination)

For purchase of jewellery and small accessories & below £200 :

• will be delivered in bubbled bag
• £6 for 7-14 days standard shipping (by e-Express)
• Or £30 for 2-4 days fully tracked express shipping (by SF Express or Speedpost depending on country of destination)

For any purchase of £200 or over :

• Free 8-17 days standard shipping (by e-Express)
• Or £50 for 5-7 days fully tracked express shipping (using Aramex)

For purchase of garments below £200:

• £36 for 8-17 days standard shipping (by e-Express)
  
• Or £50 for 5-7 days fully tracked express shipping (by Aramex)

For purchase of jewellery and small accessories & below £200:

• will be delivered in bubbled bag
• £8 for 8-17 days standard shipping (by Air Registered Packet)
• Or £36 for 3-5 days fully tracked fast shipping (by Speedpost or e-Express depending on country of destination)

After placing your order we will take approx. 2-3 days to process and pack your items.

You will receive an email containing your Tracking Number once your package has been shipped from our Hong Kong warehouse and you can start tracking your items with the related courier service, approximately 24 hours after they are sent.

• Our warehouse is closed on HK public holidays, every Thursdays and Sundays.
  Please plan accordingly as orders will not be shipped out on these dates.
• All orders are processed automatically and we are unable to expedite or delay shipping times.
• Unfortunately we do not ship to PO boxes.

Our shipping policy is a DDU (Delivery Duty Unpaid) service, meaning that the product prices displayed are exclusive of all taxes and duties. All orders and shipping costs exclude local taxes and fees and will not be covered by Emma Wallace Co Ltd.

Customers are responsible for paying all local taxes and fees incurred and we are not able to refund local tax and duties paid.

For all orders placed in Hong Kong we also offer “In-store Pickup” option. You can come to our retail store to pick up your items and exchange sizes or styles.

We are always happy to assist through your shopping journey at Emma Wallace, drop us a message anytime at info@emma-wallace.com ,our customer service representatives will be in contact with you soon as we can.

You can return the item you've purchased if you are not happy with it. We accept domestic and international returns of full price garments within 7 days after your order has arrived. To start a domestic or international return please contact us at info@emma-wallace.com.

Before returning your items, please make sure it must be unused, unworn, unwashed, unaltered, and undamaged with all tags and original packaging included. It must not have been used for personal or promotional purposes in photography shoots, social media, or commercially. Otherwise we might not be able to proceed a return.

Return approval is at the discretion of Emma Wallace Co Ltd and we reserve the right to deny responsibility for any item that is outside of the aforementioned policy. 

All jewellery and accessories, sale/discounted merchandise are non-returnable/non-refundable.

Customers are recommended to use a courier of their choice, but a courier that will provide you with a tracking number is more preferable as Emma Wallace Co Ltd is not responsible for lost or stolen shipments. 

An administration fee of £10 per order will be charged, unless the return is due to an error on our part (e.g., wrong item shipped, damaged item etc.).

If your order has been sent on a DDU destination basis (i.e. taxes andduties collected by local customs and courier), taxes and duties are non-refundable from Emma Wallace Co Ltd.

Please fill in the return address with:
Emma Wallace - Returns
Shop A, G/F Po Hing Mansion
2 Po Hing Fong
Sheung Wan
Hong Kong
Tel: +852 23366798

Items bought in Hong Kong either instore or online can be returned in person to the Emma Wallace Sheung Wan store to get a refund without extra charge.

Please visit our HK flagship shop at:

Shop A, G/F Po Hing Mansion
2 Po Hing Fong
Sheung Wan
Hong Kong
Tel: +852 23366798

Our opening hours:

Mon-Wed, Fri-Sat 10am-7pm HKT
(excluding HK public holidays)

Refunds will usually be credited to the original payment method within 7-14 days after we receive the refunded item(s).

Delivery fees will not be refunded for any return or exchange.

Please note that processing time for refunds is subject to the respective bank or individual card issuer's internal procedures.

If you have further enquires, don't hesitate to contact us, we will be more than happy to assist.

For job openings and internships enquiries please email info@emma-wallace.com