FAQ
MY ORDER HAS ARRIVED DAMAGED, WHAT NOW?
We take the utmost care in packing and shipping your products, although unfortunately some items can, on rare occasion, get damaged in the post. Please contact us immediately using the form on our contact page if your order has arrived damaged, making it clear whether you would like a refund or replacement.
In most cases we will request that you return the damaged item to us through our returns process, however if the product is not in suitable condition to do this if you are able to email a picture we may be willing to waive this requirement.
For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can
HOW DO I USE A PROMOTIONAL CODE?
Whether you've received a promotional code on one of our newsletters, spotted an offer on our Facebook page or have won a competition, the good news is these are easy to use.
So how do you redeem it? Just follow these steps...
- When you finish shopping and all of your items are in your basket, click Shopping Bag at the top right hand corner
- Review your order and select Checkout
- Enter your code into the 'Offer Code' box that appears and click 'Redeem'
- The page will refresh and the voucher code will be activated
For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.
ARE YOUR PRODUCTS THE SAME AS YOU'D FIND ON THE HIGH STREET?
Please rest assured that at emmahardie.com, we pride ourselves on selling high quality products. We do not retail on eBay or via any other third party distributors.
We are committed to provide the best service possible to our customers and welcome any feedback positive or negative and welcome your comments.
For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.
ARE ALL PRODUCTS AVAILABLE FOR SALE IN ALL COUNTRIES?
Unfortunately our products are not available for sale in all countries, however we are striving to work with online retailers and distributors across the world. For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.
If you would like to see which countries stock Emma Hardie, check our stockists page.
HOW DO I CHANGE MY ACCOUNT DETAILS?
It is easy to update or change personal details by clicking the 'My Account' or 'Sign In' link at the top of our website, login to your account if not already logged in and then you are able to amend your unique profile settings, preferences, payment methods and address book etc...
For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.
I AM HAVING DIFFICULTIES USING THE EMMAHARDIE.COM WEBSITE?
If you are having problems with the operation of the website please contact us using the form on our contact page or contact our customer services team and we will be happy to help.
Please state the type of device, which operating system and the name of the browser you are using and we should be able to resolve the problem right away.
For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.
WHICH PAYMENT METHODS DO YOU ACCEPT?
We accept Visa, MasterCard, American Express, Solo, Maestro, Delta , Electron and PayPal.
I HAVE FORGOTTEN MY PASSWORD, WHAT DO I DO NEXT?
If you have forgotten your password please contact us to request a new password.
For further information or assistance please contact us using the form on our contact page and we will respond as soon as we ca
For further information or assistance please contact us using the form below and we will respond as soon as we can.
IS IT SAFE TO SHOP ONLINE?
It is very safe to shop online with emmahardie.com
We use one of the most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible level of security.
We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:
Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure
Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server
Data Integrity - this checks the data being transferred to ensure it has not been altered
In the unlikely event that there is unauthorised use of your card you must report the incident immediately to your credit card provider in order to qualify for security protection.
For further information or assistance please contact us using the form below and we will respond to you as soon as we can.
CAN I GET AN ALLERGIC REACTION FROM EMMA HARDIE PRODUCTS?
All Emma Hardie products have been dermatologically tested and approved as suitable for sensitive skin and kind to skin. Although allergic reactions to Emma Hardie products are very rare indeed we suggest that if you are using the Emma Hardie range for the first time you test it in the crease of your elbow or just behind the ear before applying to the face.
If you think you have suffered from an allergic reaction, please stop using the product. It is possible to be allergic to pretty much anything including essential oils and other natural ingredients.
WHAT IF I HAVE AN ALLERGIC REACTION TO A PRODUCT?
Very occasionally people have reactions to certain products they haven't used before. Please read our ingredients listing which can be found on the back of our cartons.
In all cases we recommend you visit your doctor in the first instance. We have a special form that needs to be filled in if you do have a reaction to any products so we can advise the manufactures of the symptoms and problems occurred.
For further information, a copy of the required form or for further assistance please contact us using the form on our contact page and we will respond as soon as
THE ITEM I WANT IS OUT OF STOCK, WILL YOU BE GETTING MORE STOCK?
Should we "sell out" of a product that we expect to take delivery of in the coming days or weeks you will be offered the opportunity to enter your email address so as to be informed when we receive our next delivery.
Alternatively you can contact our customer service team on +44 (0)20 3874 3040.
PLEASE CANCEL MY ORDER
If you should wish to cancel your order please use the contact form below immediately, detailing your order number.
If you have contacted our Customer Services team within our working hours (Monday to Friday 09:00 to 17:30 GMT) there is a possibility we may be able to intercept your order, however we work very hard to ensure that we pick, pack and despatch orders very quickly, so it is possible you may already be too late.
For further information or assistance please contact us using the form on our contact page and we will respond as soon as we can.