Contact Us
If you've got a question about a piece, sizing, or your order, I'm here to help.
The fastest way to reach me is Live Chat on the site, or a DM on Instagram at @emorla.co.uk. I usually reply within 2–3 working days during the school holidays, but every email is read and replied to personally.
You can also email me at hello@emorla.co.uk. Pop your order number in if it's about an existing order, and I'll get back to you as quickly as I can.
A quick note: some email providers tuck my replies into junk or spam, so if you're waiting to hear back, have a look there first.
Emma
Before you message, these are the most common questions
Where is my order?
You can track your order by logging into your account.
If your order hasn't been dispatched yet, this may be because of cut-off timing or it's a pre-order.
Dispatch
Please allow 2–3 working days for dispatch during the school holidays.
Pre-orders
If you ordered a pre-order piece, the estimated dispatch date is shown on the product page. Once your order is on its way, you'll get a tracking link by email.
Will my order arrive in more than one parcel?
Occasionally we send orders in more than one parcel, usually to meet Royal Mail's size and weight limits, or to get your items to you as quickly as possible.
This is completely normal and there's no extra charge. Each parcel has its own tracking, so please check your emails for more than one tracking notification. Parcels can also arrive on different days.
See our Shipping page for more detail.
My estimated dispatch date has passed
If your pre-order date slips, I'll always email you with an updated date as soon as I know. Usually it's a small delay at customs or with the courier, both of which are outside my control, but I'll keep you in the loop the whole way through.
Have you received my return?
I'll email you once your refund has been processed, rather than when your return arrives back with me.
Once your returned item is received, I aim to inspect and process refunds within 2–3 working days. Refunds are issued to your original payment method, and you'll get a confirmation email once it's done.
How do I return an order that arrived in multiple parcels?
Please return everything you no longer want, even if your order arrived in separate parcels. Each return parcel needs its own valid return label, and refunds can only be issued for items we've actually received back.
Please keep proof of postage for every parcel in case we need to raise an investigation with Royal Mail for a missing or delayed return.
Full details are in our Returns policy.
Need further help?
The quickest way to reach me is Live Chat on the site. You can also email hello@emorla.co.uk — please pop your order number in so I can help quickly. I aim to reply within 2–3 working days during the school holidays, though every email is read and replied to personally.