Frequently Asked Questions – EMMA GO SHOES

FAQ


GET IN TOUCH

HOW CAN I CONTACT EMMA GO?

Get in touch with us on info@emmago.com or call our office in Copenhagen at +45 35 859 859. For job opportunities please see the different section.

SIZE & FITTING

HOW TO PICK THE RIGHT SIZE?

All our shoes are true to EU sizing unless we have noted it on the product page. If you need a wider fit, we would suggest you to size up. To order the right size, we recommend you to measure your foot and use the size chart hereunder. The optimal way to measure your foot is to place your heel against a wall on a sheet of paper, and to draw your foot’s outline with a pen. Then you can measure the outline from the heel to your longest toe, which will correspond to the dimensions of the inside of the shoe.

HOW DO I CONVERT YOUR SIZE TO US/UK SIZING AND CENTIMETER? / SIZE CHART

ORDER

WHERE CAN I PURCHASE EMMA GO?

We primarily sell through our website but you can also find our shoes in many different countries including Belgium, France, Germany, Greece, Japan, Spain, Switzerland, United Kingdom and USA. Please write us on info@emmago.com to find your nearest store!

WHAT CAN I DO IF THE PRODUCT OR SIZE THAT I WANT TO PURCHASE IS NOT AVAILABLE?

If the items you wish to order are out of stock, please sign up to our newsletter to stay updated about our new arrivals and replenishment. The newsletter will also inform you of any special offers and give you access to our pre-sale. You can sign up on the following link: Newsletter Signup Alternatively send us an email or try and search the internet as one of our retailers may still have availability.

WILL I RECEIVE A CONFIRMATION FOR MY ORDER?

Yes, you will receive an automatic order confirmation once you have placed and paid your order. If you have not received please check your spam folder or contact us.

CAN I CANCEL OR MODIFY AN ORDER?

As our fulfilment and shipment is automated you will need to write us immediately if you wish to cancel or modify your order. We will then let you know as soon as possible if it’s possible or not.

HOW DO I PAY?

We only accept credit card payments through our secure website www.emmago.com. We accept the following cards: VISA/Dankort, EURO/MASTERCARD, MAESTRO and VISA/Electron. We will authorise the payment when you order and then charge the authorised amount when your new shoes leave our warehouse.

WHAT CURRENCY DO YOU CHARGE IN?

Some prices will be shown in your local currency but all final charges will be made in EUR (Euro) when you finalise and confirm your order. The exchange rate is the current conversion rate through our credit card company.

HOW CAN I USE A DISCOUNT CODE?

You can enter your discount code on the right of the page, when you go to your cart, after you selected the items you would like to purchase.

SHIPPING & DELIVERY

WHERE DO WE SHIP?

We ship our shoes all around the world. You will be able to see your final shipping cost during checkout or the general rates below.
I CANNOT ORDER TO MY COUNTRY?
Please contact us and let us know and we will get back to your with a price. When you write us please let us know what style and size that you want along with your postcode and country.
WHAT ARE THE GENERAL SHIPPING RATES?
Shipping within the European Union is free except for remote areas. Shipping to USA, Switzerland, Norway and Canada is free for purchase above 100€ whereas a 25€ shipping fee is charged for purchases below 100€. Shipping to Australia is free for purchases above 150€ whereas a 25€ shipping fee is charged for purchases below 100€. Please contact us for shipping information if your country is not listed above or show up during check out.
WILL I BE CHARGED CUSTOMS AND SALES TAX/VAT?
If your order is placed from an EU country sales tax/VAT is included in the price. If, however, your order is placed outside the EU you might be charged additional tax and duties when the shoes arrive at your destination. EMMA GO is not responsible for these or for any fees charged by customs. The carrier will contact you in case of any extra charges or customs clearance. Please be advised that it is your responsibility to pay for such extra charges so please check your local legislation before ordering or ask us for help on info@emmago.com.
HOW LONG DOES THE SHIPPING GENERALLY TAKE?
All shoes are shipped from our warehouse in Denmark. Shipments to mid and northern EU countries usually take 3-5 working days to arrive whereas shipments to Italy, Spain and Greece usually take 1-2 days longer. Shipments to USA, Switzerland, Norway and Canada usually take 3-5 working days to arrive depending on destination. Please note that during sales and holiday periods deliveries might take longer.
IS IT POSSIBLE TO HAVE A FASTER DELIVERY?
Unfortunately, we currently do not offer express deliveries within EU. Shipments outside the EU is already shipped with fastest possible service.
CAN I TRACK EMMA GO ORDERS?
All shoes are send with a tracking ID by UPS, DHL Express, GLS and Bring. During shipment the package is insured and we kindly ask you to verify the content upon delivery. Should the package be visible damaged upon arrival please report it to the courier immediately or refuse to accept delivery. We always pack everything carefully, thereby minimizing possible damage but if you have accepted a damaged package we will not be able to assume responsibility.
WHAT SHOULD I DO IF IT TAKES LONGER THAN EXPECTED TO BE DELIVERED?
If you experience a longer delivery time than expected, try to locate your parcel by check its tracking number, as it may be waiting for you in a pickup store. Alternatively the courier may need to get in contact with you in order to make the delivery. If something look odd or if you have questions that the courier cannot answer please contact us.
WHAT SHOULD I DO IF THE ITEMS I ORDERED ARE DEFECTIVE?
All merchandise supplied is covered by The Danish Sale of Goods act, giving you 12 months of warranty along with an additional 12 months of claim period for any production fault or other defects. However, our warranty does not cover defects, deficiencies, or wear and tear due to negligent use, lack of maintenance, or simply because of normal wear and tear. In case of a defect or question please contact us.
PRODUCTION & QUALITY

WHAT ARE EMMA GO SHOES MADE OF?

All Emma Go shoes are made of natural premium leather. We never use synthetic leather.

WHERE IS OUR MATERIALS FROM?

Our leathers come from tanneries located in Italy, Spain and Portugal. European tanneries are under strict environmental control, which allows us to ensure that our products respect environmental and quality norms. For heels, soles, buckles and zippers we are working with local sub-suppliers limiting our CO2 footprint and investing in the local community.

WHERE ARE EMMA GO SHOES MADE AND BY WHOM?

We hand make each and every pair in Elda near Alicante in Spain. The region has a long tradition for the quality and craftsmanship that we demand. No sweatshops exist and the people making our shoes receive a fair salary and are all proud and experienced craftsmen and women. Our local suppliers also enable us to ascertain that our leathers are chrome free which is not only a relief for the environment but also our clients’ feet.

We also have our own production office in Elda with local employee's to ensure a consistent quality and superior production.

WHERE ARE EMMA GO SHOES DESIGNED?

Our design studio and most of our customer service is taking care of from Copenhagen where our founder Martin is also present when he is not traveling for new ideas, materials, development and to spread the word and love of our brand Emma Go. If you have a problem or suggestion that you think Martin should know about you can write him directly by email. His address is just his first name added to our website address but please expect a somewhat slower reply than from our general customer service email as he is quite busy at times.

RETURN & EXCHANGE

RETURN & EXCHANGE POLICY

We hope you will love what you have ordered from us, but if you are not fully satisfied, we are happy to accept returns. You have 14 days, from the date of receiving your order, to return them. Whether they are on sale or not we will give you a full refund by the same method that you used to pay.

We do ask that the items are returned clean and unworn so please try shoes with leather soles on a carpet or other soft surface to leave them unmarked and in a sellable condition.

Find all the information on our return form that you also find on the the following link RETURN FORM

EXCHANGE

To exchange an item to another style or size please return the shoes that you would like to exchange to us and re-purchase the correct size or style. If you received the shoes as a present or have any questions please get in touch with us before returning for an exchange.