FAQ
Ordering
Will I receive a confirmation of my order?
Every successfully placed order is confirmed via an order confirmation email. If you have not received anything, please contact our customer service team at info@emily-wellington.nz and we will help you!
What payment options are available?
At Emily Wellington, you have a variety of payment options to choose from. In our online store, we offer the following payment methods: Credit card, American Express, Apple Pay, Google Pay, and Shop Pay.
I have not received an order confirmation, now what?
We recommend you check your spam box. If the mail cannot be found here either, please contact our customer service team at info@emily-wellington.nz. We will assist you further.
What size should I order?
We recommend you always check the size chart on the product page. If, after viewing the size chart, you are still in doubt, we recommend you order one size bigger than your current size. Should you find out later that the size is not right after all, you can use our exchange service.
What can I do if I encounter problems during the payment process?
If you experience problems making a payment, while you have already added the product to your basket, we recommend clearing your browser history (click on 'history' at the top right of your internet browser, select 'clear history'). You can then add the product to your basket again and complete the payment. If you are unsuccessful, please let us know!
Is shopping safe at Emily Wellington?
At Emily Wellington, security is paramount. Your data is transmitted fully encrypted via SSL servers and thus protected from unauthorised access. This means that your personal information is encrypted and cannot be viewed by others.
We comply with all requirements of privacy laws and other legal regulations. Your personal information is never disclosed to third parties without your consent.
Shipping, Returns & Exchanges
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
How much are the shipping costs?
Great news! We provide free shipping throughout New Zealand. No additional charges, ensuring a worry-free shopping experience for you.
What is the delivery time?
We strive to ensure that you can enjoy your new purchase as quickly as possible. Our processing time typically ranges from 24 to 72 hours. On average, deliveries take between 5 to 10 working days.
Can I track my order?
Yes, you can track your order using Track and Trace. Click on the 'Order Status' page in the main menu, and enter your Track & Trace or order number here.
Within what period can I return?
You can return your product without giving a reason within 14 days of receipt. Please contact our customer service team at info@emily-wellington.nz
Can I cancel an order?
Cancellation is possible within 24 hours of placing your order. Please send an e-mail to info@emily-wellington.nz stating your name, order number and order date. If your order has already been processed, you can only cancel it by returning the package.
Get in touch
Still have questions? Our customer service team is at your service every day!