Who are emma & louise?
We are an on-line marketplace for unique and one-of-a kind objects made in the British Isles by craftswomen and designers.
What makes emma&louise different?
All of the beautiful creations we curate are:
- Handmade in the British Isles: we look to offer an eclectic collection of inspirational objects that are made locally.
- Made by women for women: we strive to create a collection of handcrafted objects made by women, with women in mind.
- Supporting the creative talent of craftswomen: we engage daily with inspired, talented craftswomen who care about quality, creativity and style as much as we do.
- For a life less ordinary: we specialise in original and carefully selected objects and bring you a wide choice of unique and one-of-a-kind home wares and accessories.
How do I subscribe to your newsletter?
Our newsletter will bring you up to speed on the latest designers joining our team, offers and sales, as well important news we want to share with you. Don’t worry, we will only reach out periodically and always keep it short. Follow this link, to sign up.
Where do your products come from?
Our products are entirely sourced and made in the British Isles; this includes England, Wales, Scotland and Ireland.
Why do you choose products made only in the British Isles?
We feel that there is a bounty of talent and untapped creativity within England, Wales, Scotland and Ireland. From the start, we set out to support these artisans and bring their amazing creations to a wider audience.
Why do you choose products made by women only?
At emma&louise, we certainly do not wish to discriminate but we feel that women represent a large part of the talent pool of artisans, makers and designers. We strongly wish to support them and champion their creativity and talent.
It appears that I cannot order any item in big quantities, why is that?
We will do our utmost to accommodate large orders. Our products are handmade and at times, made-to-order, which makes each creation unique and special. It is for this reason that our craftswomen and designers might not hold a lot of stock. Please get in touch and we will do our best to help out.
Do I need to set up an account with emma & louise to place an order?
You do not need an account to place an order with emma & louise. However, we do suggest signing up to the emma & louise mailing list in order to hear first about our latest news, products, seasonal sales and special offers.
How do I place an order on your website?
We aim to make your online shopping experience as smooth and as enjoyable as possible. We encourage you to look at the categories at the top of the page to browse items of interest, or use our filters on our product pages for tailored suggestions. Once you’ve chosen an item, select any colour or sizing options from the drop-down list and click the ‘add to basket’ button. You can checkout or review the items in your basket at any time by clicking on the ‘basket’ tab in the top right hand corner. Then simply adjust quantities, add shipping and click ‘checkout’ to complete your order.
How do I cancel or amend my order?
We can change or cancel an order up until the time it is dispatched. Please contact us if you wish to do so.
How soon can I get my order and how much will it cost?
For details on delivery and shipping charges to your destination, please consult the ‘delivery & returns’ pages specific to your maker or designer. Depending on the item, some will be dispatched via regular post, others will be sent via courier service.
Why do you need my phone number and email?
We need a valid email address and telephone number to contact you should any issues arise with your delivery. Failure to provide these details could affect your delivery time. Should you have any concerns about how this information is used or stored, please visit our privacy page.
Where is my order?
We aim to dispatch all orders within 2-3 days. You will receive an email confirmation once your order has been dispatched and it should be delivered to you within 2-5 working days.
How will I know that you have received my order and when will payment be deducted?
After placing your order, you will be sent an email confirming that it has been received.
Can I track my order?
You will receive an email confirmation once your order has been dispatched. It should be delivered to you within 2-5 working days following this email. Should any problems arise with your delivery, please contact us immediately.
What payment methods do you accept?
We accept Visa, MasterCard, American Express, Maestro and JCB cards. All payments are processed through a secure checkout system provided by Stripe Ltd.
How long will it take for my order to arrive?
Our designers and makers aim to dispatch your order within 5 business days. Most items are individually made and could take a little longer. This will vary depending on the designer and you will be notified via email straight away.
How much will delivery cost?
More than half of our designers and makers offer free shipping. Due to the size and weight of some accessories and homeware, some designers charge a small delivery fee. Shipping cost is based on the size and weight of your order and we use couriers or Royal Mail Signed For Delivery to deliver our parcels to you.
We have kept the cost breakdown as simple as possible.
under 1kg £3.00
1kg to 3kg £5.00
3kg and over £10.00
Does emma & louise ship to multiple addresses?
We can currently only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, we suggest that you place a separate order for each destination.
Do you do giftwrapping?
We currently do not offer a giftwrapping service. Each maker and designer will take the utmost care in wrapping your order in their bespoke packaging.
One or several of my products are damaged, what should I do?
Please consult the delivery & return pages specific to your maker or designer. In the unfortunate event that your product is damaged upon arrival, please contact your maker or designer directly.
How do I return or exchange an item?
We hope you will be delighted with your order when it arrives but we also understand that sometimes things aren’t quite as you had imagined. We will issue a full refund on items that are returned to us within 14 days of being received by you, providing that they are in an unused condition and in original packaging.
It is essential that you do the following:
– Please do not use the items or damage the packaging. Goods must be returned in their original packaging and in saleable condition.
– Please email us immediately at firstname.lastname@example.org, letting us know that you intend to return an item/items. This terminates the Purchase Contract.
– We will refund the full amount that you paid for the goods but please note: delivery costs are non-refundable. The original delivery charge and the cost of returning unwanted goods is your responsibility.
– Please also make sure that you obtain ‘proof of postage’ from the Post Office when returning anything to us.
If you use the product or if the maker’s packaging is damaged, unfortunately we cannot provide a refund.
Will you pay for return shipping costs?
In case of returning or exchanging items, you will be responsible for all shipping costs.
How long do I have to return the item to you?
After notifying us, products must be returned to the maker or designer within 14 days of delivery, preferably in its original packaging.
How should I re-package my order?
Please ensure all items are returned in their original packaging to ensure that it is processed as quickly as possible.
How long does the returns process take?
It can take up to 10 days for your return to be delivered back to the designer or maker, depending on which postal service you use. You will be notified by email as soon as your return has been received and processed.
Will I be refunded the full value of my order?
Any refund will be credited to the original purchaser’s card and will be exclusive of shipping costs (these are covered for faulty products only).
How long will it take for the money to be credited to my account?
This typically takes up to 10 working days, dependent on your bank or card issuer.
Will you refund my delivery charge?
Any refund will be credited to the original credit card used.
How do I know if you have received my returned items?
You will be notified by email as soon as your return has been received and processed.
How can I contact the customer service?
If you have any urgent queries, please get in touch with us via email: email@example.com. We will aim to get back to you as soon as possible and promise not to make you wait more than 24 hours.
Do you have a shop?
While emma&louise is primarily an online shop, we do open a pop-up shop from time to time. To stay informed about upcoming pop-up events, sign up to our mailing list. We welcome the opportunity to meet you.
Does emma&louise hold seasonal sales?
Yes, we do. We encourage you to sign up to our mailing list to be notified when our sales start and when we offer special promotions.
I’d like to place a large order and have multiple questions. Can you help?
Of course – please drop us an email at firstname.lastname@example.org. Our team are on hand to answer any questions you might have.
Is it safe to use my credit card online at emma&louise?
We take your personal online security very seriously. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems and all orders are processed through a secure checkout system provided by Stripe Ltd. Additionally, for your safety and protection, we will confirm that the billing address you provide matches the address on file with your credit card company. You can also choose to securely store your card details with us. This means you will not have to enter them again during future purchases, making it quicker and simpler to shop at emma&louise. If you would prefer to place your order by telephone, please feel free to contact us – we would be more than happy to help.
Is my personal information kept private?
emma&louise fully respects your right to privacy and will not collect any personal information on this website without your clear permission. We do not require you to provide personal information unless you explicitly wish to avail of our features or services. We understand that your privacy is important and we will treat any personal information you provide us as confidential. All such information will only be used and recorded in accordance with the Data Protection Acts. At no point will we rent or sell this personal information. We will treat as confidential all of the personal information you give to us when you register with us using the facility on this website. This includes your name, address, email address, telephone contact number(s), gender, date of birth and banking details. You have a right at any time to request us to stop sending you information on our news and latest arrivals. Just email us and we will unsubscribe you from our mailing lists. If you would prefer not to receive these updates, you can unsubscribe in the link at the bottom of these emails.
Still need help?
We’re very friendly and love to speak to our customers – just drop us an email at email@example.com and we’ll get back to you as soon as we can.