CONTACT

HOW CAN I CONTACT EMPERIO STUDIOS?

If you have any questions, please do not hesitate to contact us, we are happy to help. Our experts are available 7 days a week to answer all your questions.
Contact: info@emperiostudios.com or click here

HOW LONG WILL IT TAKE FOR ME TO GET AN ANSWER?

We always strive to answer any question within 48 hours.

ORDERS & PAYMENTS

WHAT PAYMENT METHODS DO YOU USE?

We accept all major credit cards

HOW CAN I CANCEL MY ORDER?

Unfortunately, we cannot change the details of your order after it has been placed, as we process and package your order as quickly as possible.
Doesn't the item fit? If so, please return it to us for the correct size.

WILL I RECEIVE AN ORDER CONFIRMATION?

You will receive an order confirmation email immediately after placing your order.

I ENTERED THE INCORRECT ADDRESS INFORMATION, CAN THIS BE CHANGED?

Unfortunately, we cannot change the details of your order after it has been placed because we process and pack your order as quickly as possible. To be safe, please contact our customer service team to discuss solutions.

SHIPPING

WHAT COUNTRIES DO YOU SHIP TO?

We ship our products worldwide.

WHAT IS THE DELIVERY TIME?

All information about the shipping times and rates we charge can be found here.

WHAT ARE THE SHIPPING COSTS?

In the UK, shipping costs are free, but other countries are subject to additional charges. These costs are calculated at checkout.

HOW CAN I TRACK MY ORDER?

Once your package has been shipped, we will send you an email with a Track and Trace. Here you can find the status of your order and give additional instructions to the delivery service if necessary.

I HAVE NOT RECEIVED MY ORDER, WHAT SHOULD I DO?

Have you not received your order? After placing your order, you will receive an order confirmation with the order number. Here you will receive an email with a track & trace to follow the package. Did you not receive this email or is the status of your package unclear?

Contact us: info@emperiostudios.com

MY TRACK & TRACE INDICATES THAT MY ORDER HAS BEEN RETURNED, WHAT SHOULD I DO?

Please contact us at info@emperiostudios.com. One of our customer service representatives will investigate what happened and come up with a solution as soon as possible.

PRODUCTS

HOW DO I FIND THE RIGHT SIZE?

We recommend that you consult the size chart on the product page. That way you will find the perfect size for you.

THE PRODUCT OR SIZE I WANT IS OUT OF STOCK, NOW WHAT?

You can leave your e-mail address on the corresponding product page. You can do this by clicking on the button “Size not in stock?” when selecting the size. You will automatically be notified as soon as the item is back in stock.

HOW DO I REDEEM MY VOUCHER OR GIFT CERTIFICATE?

To redeem a voucher, you can add the voucher code in the first section of the checkout. After you have done this, the value of the voucher will be deducted from the purchase amount.

RETURNS AND REFUNDS

WHAT ARE THE RETURN CONDITIONS?

The order must meet the following conditions:
  1. The order still contains all the necessary parts, components and the packaging arrived exactly as the product.
  2. Normal handling of the product has proven, breakage due to careless handling is excluded.
  3. Products where hygiene is important have been thoroughly cleaned before the return process begins.
  4. The product is found to be defective immediately upon receipt. We are entitled
  5. Charge shipping costs to the customer. 
  6. A return will be processed within 7 business days and if the conditions are met, the return will be officially acknowledged within this period.
*We reserve the right to refuse returned items if we suspect the items have been used or damaged through no fault of our own.

WHAT ARE THE RETURN COSTS?

Returns are at your own expense and depend on the courier and the country from which you are returning the package.

HOW TO RETURN OR EXCHANGE MY ORDER

If your order meets the above conditions, please do the following to start the return process.

Send an email to: info@emperiostudios.com

Make sure the email includes the following:
- Order number
- Reason for return request
- Photo of the product at break First name + last name of customer
- Customer's address

We will then contact you and give you the return address.

Never send the return to the sender, we will send you the correct address after you ask us. You, the customer, are responsible for the shipping cost of returning the product.

HOW LONG DOES IT TAKE TO RETURN?

After your return is received by our warehouse, we will process your return within 10 days. In most cases, your exchange request will be fulfilled within a few days. You will always receive a confirmation email with a tracking code once your new order is fulfilled.

WHAT CAN I DO IF MY RETURNED PRODUCT IS NO LONGER AVAILABLE?

Ask our customer service about the possibilities. We will give you an update on when we expect to be able to deliver the product. If you have already created your return and the product is sold out, we will contact you and find a solution together.

WHERE CAN I FIND MY ORDER NUMBER TO REPORT MY RETURN?

You can find your order number in the confirmation email you received after placing your order. This is a five-digit code. If you have not received this email correctly, our customer service will be happy to help you.

WHAT SHOULD I DO IF A PRODUCT IS DELIVERED DEFECTIVE OR DAMAGED?

Unfortunately, it sometimes happens that a product is damaged during shipping or production. We would of course be happy to resolve this with you. Send a message to info@emperiostudios.com with a photo of the complaint. Our customer service will work with you to find a solution as quickly as possible.

WHAT SHOULD I DO IF I WANT TO RETURN MY ORDER OUTSIDE THE RETURN PERIOD?

We have a return period of 30 days within which the customer may return his or her package without giving a reason. These 30 days start from the moment the package is received. Please note that the return must be sent back to us within these 30 days. If this does not work, we offer you the option to exchange the product for a replacement product or a voucher. Ask our customer service about the possibilities.

HOW LONG DOES A REFUND TAKE?

We do our best to process returns as quickly as possible. After receiving your return shipment in our warehouse, we will process it within 10 working days. You can see when the package arrived to us on the track & trace that you receive with your return. The 10 working days start from that moment. You will receive a message after the refund has taken place. Please note that it may take up to 3 days for the refund to appear in your bank account.