FAQs

Ordering and Payment.

Do I have to have an account to order?
You don't have to have an account to order, just select checkout as guest. However, we occasionally send special offers to account holders who are signed up to our mailing list so you might miss out on some great deals and don't worry, we hate spam too so we only email you when we've got something really special to share with you.
 

What payment methods do you accept?
We accept all major credit and debit cards through the website's payment system. You can also choose to pay by Paypal, ShopPay, ApplePay and GooglePay. You can also choose to spread the cost through Klarna Pay in 3 service.
 

Do you accept any other payment methods?
If you are local to us and would like to pay cash, we're happy to arrange that with you. We can also accept bank transfers. For either of these methods, please send us a message.
 

Delivery.

How long will my items take to arrive?
Ready to ship items will be posted within 1-3 working days, shipping time depends on your location. As an estimate, U.K orders are usually delivered next working day. For Europe, it's approx 3-7 working days, for the rest of the world 7-14 working days. Made to order items will be ready to ship within 7 working days.

If you would like anything for a particular date, please drop us a line and we’ll do everything we can to help.

What are your delivery charges?
For U.K customers, shipping is free for orders over £100. Shipping is £3.95 for orders under £100. For international customers, shipping is free for orders over £200 with a shipping charge of £7.95 for orders under £200.

For full details on delivery, please click here.

Cancellations.

Can I cancel an order? 
Yes, you can cancel an order up until we’ve shipped it to you. For custom orders, you may cancel up until we begin to make your order for you. Custom orders cancelled after we start work, may be subject to a surcharge. 

 Returns.

Can I return an item? 
Yes. You can return any item, except custom items, and as long as your item is unworn and in the same condition as it was sent with tags attached and original packaging. For our full returns policy, click here

Sizing.

What sizes to you do? 
Sizing on our capsule collection is available in sizes 4-26 as standard. 

Can I get other sizes?
Size inclusion is very important to us. Whilst we can't offer every size as standard, we can make any of our collection pieces in pretty much any size, where possible, we will do it for the same price. 

Custom Items.

Can I order a custom item?
Yes, and we love making them too! We are happy to customise any item in our capsule collection for you in another colour, size or cut. Just share your ideas with us and we’ll be happy to help. 


What about something completely bespoke? 
Yep, we can do that too. We offer a full bespoke service, whether it’s your wedding outfit, a theatrical production or just a really special piece to cherish. We specialise in recreating items from vintage pieces.

Klarna.

Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 3 interest-free instalments work?
Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Emily McNair and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

Am I eligible for Pay later in 3 interest-free instalments?
To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?
Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.  

Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Emily McNair run credit searches against you that could impact your credit rating.,/br>

Why have I not been offered Pay later in 3 interest-free instalments?
Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

What are my payment options with Klarna?
Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

What happens if I cancel or return my order?
As soon as Emily McNair have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?
Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Emily McNair from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?
You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by Emily McNair. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?
Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Have you received my payment?
Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

What happens to my statement, when I've returned the goods?,br> Once Emily McNair has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

I've received a statement, but I've not yet received my goods.
In the event that your goods have not been received please call Emily McNair to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have asked for a refund. How will I be refunded?
Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

I haven’t received an email with my statement/payment information.
You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?
Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.