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.

Pre-Orders

We are now offering pre-orders on some product lines to help our customers secure the latest trends ahead of time. However, please note that durations can vary and typically take between 2-5 weeks to arrive at your do

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.

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

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.

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.

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.

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.

What delivery options are available?

We have a standard EU DPD service taking between 3-5 days on average to arrive.

How long will it take for my order to arrive (EU)?

Orders within the EU can take between 3 and 5 working days to arrive and the average time is usually 5 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?

We want to make your shopping experience as seamless as possible. Why not try your purchase in the comfort of your home and return or exchange it if you need to within 28 days.

All returns within the EU are free of charge and can take between 3-6 working days to arrive and up to 10 working days to process. Please ensure that all purchases are unworn with their original packaging and labels. Returns that do not meet our quality control inspections will not be accepted.

 Complete our online returns form before sending your order.

1. Click the link below to register your return
Embassy London Online returns Form
2. Place your order within a secure box or mailing bag including all original packaging & Invoices and seal securely, Once done attach your free returns label provided with your order.
3. Find your local parcel shop by clicking the link below and entering your Postal or Zip Code to find your closest drop point.
DPD Parcel Shop Locator

4. Drop you package off and it will safely be transported back to our headquarters to be processed.

For any further information please contact our Customer Care Team.

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

Will I be refunded the total amount of my order?

Orders over €50 will be refunded in full excluding shipping charges if applicable to the order.

Do you have sales?

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

Will I be refunded the total amount of my order?

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