Frequently Asked Questions
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.
WHAT TO DO IF 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?
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 email@example.com.
HOW LONG DOES THE SHIPPING GENERALLY TAKE?
All shoes are shipped from our warehouse in Denmark. Shipments to mid/north 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 MY EMMA GO ORDERS?
All shoes are sent with a tracking ID by UPS, DHL Express or GLS. During the shipment the package is insured and we kindly ask you to verify the content upon delivery. Should the package be visibly damaged upon arrival please report it to the courier immediately or refuse to accept delivery. We always pack everything carefully, thereby minimising 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 checking 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 you have questions that the courier cannot answer please contact us so that we can help you with your order.
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.
You are free to return you order for up to 14 days after receiving
them. Returns is also accepted during sales or other promotions unless
To be eligible for a full refund, your item must be unused and in the same condition that you received it in. It must also be in the original undamaged packaging.
To complete your return, please fill out the shipment note. Place the form in the package and we will refund as soon as possible after receiving them.
If you need to exchange to another size please send the item back to us and repurchase the correct one. You’re very welcome to send us an email if you need help with the procedure
We replace used items if they are defective. If you think that you have received a defective item please send us an e-mail with a description along with a photo of the problem.
If you live outside of the EU, Denmark, Switzerland and Norway, you will be responsible for paying the shipping cost of the return.
Please send the shoes to our office in Denmark; Make sure that you mark the parcel as a return and submit a copy of your order for custom clearance. If you have any questions please write us at: firstname.lastname@example.org
Shipping cost separately charged at purchase is also non-refundable. If we are charged any customs, duties or any additional fees when or after receiving a return such costs will be deducted from your refund.
If you choose not to use the return options we provide, or live outside of the zones mentioned above, we suggest that you use a traceable shipping service or purchase shipping insurance in order to ensure that your return is not lost on the way back to us.
If you refuse to receive an order or don’t respond timely to our carrier’s messages a restocking fee reflecting the shipment costs both ways will be deducted from your refund when we receive the items back.
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 MY SIZE?
WHAT ARE EMMA GO SHOES MADE OF?
All Emma Go shoes are made of natural premium leather. We never use synthetic leather.
WHERE ARE 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 around our factories in Spain.
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 taken care of from Copenhagen where our founder Martin is also present when he is not travelling for new ideas, materials, development and to spread the word and love of our brand, Emma Go. If you have a problem or suggestion to share with the Emma Go team, please contact us by email, and we’ll be very happy to hear from you!
WHERE CAN I PURCHASE EMMA GO?
We primarily sell through our website and through our Copenhagen Store. However, 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 to email@example.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 re-stocks. 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 contact our retailers that are closest to you.
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 anything, 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 the cancellation is possible and how to proceed if 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.
HOW CAN I USE A DISCOUNT CODE?
You can enter your discount code when you go to your cart and continue to check-out.
HOW CAN I CONTACT EMMA GO?
Write us through the contact section in the menu on the right or call us on +45 35 859 859