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FREE EXPEDITED SHIPPING on orders over US$59
US$5 OFF YOUR FIRST ORDER
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SHOPPING FAQ

  • + Account

    1. How do I register?
    We recommend that you use your email address as your username, this makes it much easier to remember. Please make sure that your password is at least 6 characters in length. You can easily create your own EMMIOL profile by clicking here to register.

    2. I did not receive the activation email.
    Please click the “Resend Activation Email” button after logging in. Check your mailbox including your spam folder. If this does not work, add “[email protected]” to your white list (safe senders) and resend again. If you are still unable to receive the activation email, please email us at [email protected] to resolve this issue.

    3. I cannot log in to my account.
    Check your login details carefully. Make sure the email address is the same as the one you used for registration, and the password you entered is correct. Please make sure that your web browser accepts cookies. It might be a problem caused by EMMIOL system maintenance; please wait 15 minutes and try again. If you are still not able to access your account, please email us at [email protected] and outline the problem.

    4. I forgot my password.
    If you forgot your password, just click the "Forgot your password?" link on “sign in” Page and we will send you an automated email with information on how to reset your password.

    5. How can I change my password?
    Log in to your account. Locate the “Change Password ” option on the left corner and click it to reset your password.

    6. Can I change my email address into another one?
    We will offer this function in the near future.

    7. What is the difference between the billing address and the shipping address?
    The billing address should be the same address you provided to your bank when you applied for your credit/debit card; the shipping address is the one you want us to ship the order to.

  • + Member Center

    • 1. How do I use my coupons?
      Make sure the coupon has not expired (most will show the expiry date in your account). During the checkout process, go to your shopping cart. Enter the full promotion code and click "APPLY". You can only use one coupon code per order.

      2. How can I get more points?
      You can get E Points in a number of ways: by confirming your email address, writing reviews, uploading images, purchasing products, participating in some of our special promotions, and other methods.

      3. How do I use my points?
      You can use E points at the checkout page: First, sign in to your account, and add all the items you want to your shopping cart. Then click “PROCEED TO CHECKOUT”. When you go to the “Place Your Order” button, our system will show you how many points you can use for this order. Please note you require a minimum of 50 E points.

  • + Order

    1. Can I order by phone?
    Yes, you can visit our mobile website on your smartphone by simply entering http://www.emmiol.com on the search bar of your browse.

    2. How long can items be stored for in my shopping bag?
    The shopping bag your account is linked to will retain its contents up to 30 days. This applies to all customers.

    3. An item added to my shopping bag was sold out.
    The item is only reserved once your purchase is completed during the checkout process. If an item is extremely popular and in limited stock, it might be sold out once you reach the checkout. An item added to your shopping bag is saved for a total of 30 days, however stock availability cannot always be guaranteed. You are therefore encouraged to submit payment as soon as possible.

    4. How do I know what size to choose?
    You can check the handy Sizes Guides on the product page and view our Size Charts for easy reference.

    5. Can I cancel/make changes to the order I just placed?
    It is only possible to make a change to your order within 24 hours of placing it and if the order has not been processed. We process orders very quickly, so changes and cancellations cannot always be fulfilled. You must immediately email us at [email protected] (within the 24 hours) with your change/cancellation request details included.

  • + Order Status

    Once we receive your payment, your order will go through several steps before being “shipped out”.
    Please refer to the different order statuses and their meanings below:
    1)Pending: You have attempted to pay us via PayPal e-check. At this time we haven’t received your payment yet, please check your Paypal account or bank account balance and confirm whether your funds are sufficient. If the payment has been completed successfully, please send us the transaction ID or payment proof to speed up the process.
    2)Paid: You have just paid for your order, our server will upload your order shortly and we will start to process your order. Thank you for your patience.
    3)Processing: EMMIOL will typically process orders 3-10 business days upon payment. Your processing order will go through the following phases.
    1- Receiving and allocating items to your order.
    2- Inspecting the quality of your item.
    3- Packing and printing shipping labels.
    Once these 3 phases have been done, we will dispatch your order.
    *For more information about our dispatch time for your specific item, please refer to the product page and see i.e "Dispatch: Ships within 5-10 business days.”
    4)Shipped Out: Your complete order has been sent out and is now on its way to you. Please follow up on the delivery in your account and track the item online.
    5)Cancelled: Your unpaid order is canceled. Please feel free to replace an order anytime.
    6)Refunded: Your order has been refunded on our side. For Paypal payment, please allow 3-7 working days for the transaction to be completed on your account. For credit card payment, it will take 7-25 working days depending on your credit card merchant.

  • + Payment

    1. What kinds of payment are accepted?
    We accept the following forms of secure payment:
    • PayPal
    • Credit card via PayPal (Visa, MasterCard, Discover etc.) For USA customers only at the moment.
    • Credit Card Directly

    2. What currencies can I pay?
    We accept several currencies. Kindly note different payment methods support different currencies when checking out.

  • + Shipping

    1. Do you ship to my country?
    Please check the dedicated “Shipping Info”.

    2. How much does the shipping cost?
    Generally speaking, the total shipping cost will depend on the following factors:
    The shipment method you choose (we offer Expedited Shipping); The destination country that the package ships to; The number of items you order, as well as the total weight and volume (size) of the package.
    Our advice is to log in to your account, add the items to your cart, and then view the shipping fee which will be automatically calculated and displayed.

    3. How do I know if the item has free shipping?
    For Expedited Shipping, you can enjoy free shipping on orders over US$59. You can refer to our Shipping Info for more details
    Besides, we have free shipping site-wide promotions every month, please stay updated with us and don't miss the big chance!

    4. How long will it take to receive my order?
    Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.)
    You can refer to the related information here for more details.

    5. How can I track my order?
    As soon as we are ready to ship your order, we will send you an email with the corresponding delivery information. After that you will be able to track your order under “My Orders” when you log in to your EMMIOL account or by clicking the tracking link in your shipping confirmation email. Please allow up to 24 hours for tracking to activate.

    6. What is Insurance?
    The insurance covers accidental damage and/or missing item(s) during the shipment process. Due to the nature of international shipping, damage, and/or missing items during transit cannot always be entirely avoided or predicted. Should such a situation occur, and provided you have paid for insurance during the order checkout, we may contact the shipping company directly on your behalf to claim financial compensation.

  • + Return & Exchanges

    How do I return or exchange an item?

    Please understand that we do not accept returns or exchange without a prior return authorization. Therefore if you need to return your order for some reason, please contact our Customer Service staff first to confirm. Once you are authorized to return the item(s), please follow all of the instructions provided.

    We recommend that all returns be sent via a traceable carrier. Keep the Return Tracking Number associated with the package you are returning to ensure that the package is returned to our warehouse. EMMIOL.com is not responsible for packages sent with a return label not provided by us, or without the original packing slip. Also, EMMIOL.com do not accept C.O.D. deliveries.

    Please note the following product return requirements:
    Merchandise must be returned within 30 days of receipt;
    Merchandise must be unworn and unwashed;
    Merchandise must have all tags, original packaging, accessories and embellishments fully intact;
    Gift cards, jewelry, underwear and bodysuits merchandise may not be returned.

  • + Refunds

    Refunds will be processed within approximately 7-10 business days after we receive your return. The exact time may vary and is subject to the individual payment provider. Once refunds have been processed, we recommend contacting your payment provider for updates. All original shipping charges are non-refundable.

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