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FREQUENTLY ASKED QUESTIONS
We want to prevent any issues that may come up as you browse through our products. That’s why we’ve provided comprehensive answers to some of our most frequently asked questions, which are listed below.
WHAT IS YOUR RETURNS POLICY?
We are happy to accept any returned items so long as they are unworn, still have all original tags attached and are returned in the original bag. Please note: all returns must be sent back to us within 7 days from the date of delivery.
DO YOU OFFER FREE RETURNS?
Unfortunately, we are not able to offer free returns due to the small nature of this product launch.
HOW DO I RETURN AN ITEM FROM MY ORDER?
If you wish to return an item from your order, before sending it back please first contact our customer service at shopwithempower@gmail.com and advise which item/s you are returning and why.
Once we have received and acknowledged your email, we will formally accept the request and confirm the return address and details.
Please send it back to us ensuring your name, purchase email address and order numbers are all included on a note within the package.
We recommend using a tracked service for your return and that you obtain proof of postage. Please note: we do not accept responsibility for any items lost or damaged in transit.
A refund will take approximately 21 days to be processed once we have received the returned item. If after 21 days you have still not received your refund, please email shopwithempower@gmail.com
DO YOU OFFER EXCHANGES?
Unfortunately, we are unable to guarantee exchanges due to stock levels. You can return your item to us and place a new order to receive the correct item of your choice. The original purchase will be refunded as per our normal refund policy stated above. For any other exchange queries please email shopwithempower@gmail.com
WHERE IS MY DELIVERY?
You should have received a dispatch email, so please make sure you double check your junk/spam folders just in case. If you haven’t yet received this, then your order is still in our loving hands! Please be mindful that it can take up to 5 working days to receive a shipping confirmation following our launch, however our aim is to get it sent out to you as soon as possible!
All UK deliveries will be sent out with 48 Hour Tracked Service for peace of mind. If your order has not arrived after 15 working days then get in touch with us by emailing shopwithempower@gmail.com with your order details.
For delivery outside of the UK, the correct delivery charge must be selected. Unfortunately, we are not able to offer subsidised delivery charges due to the small nature of this product launch.
We reserved the right to refund and cancel your order if you have not selected the appropriate delivery charge.
*PLEASE NOTE: Due to scheduled Royal Mail strikes in November, deliveries may be affected and slightly delayed! We will continue to dispatch on our end as quickly as possible as stated, but the delivery process might be longer than anticipated because of this.
WHAT DO I DO IF I’VE RECEIVED THE WRONG ORDER/INCORRECT/FAULTY ITEM?
We are very sorry if you have any issues with your order or our products. Please contact us at shopwithempower@gmail.com and provide us with as much information as possible and we will endeavour to get it sorted for you as quickly as possible.
HOW DO I CANCEL MY ORDER?
Unfortunately, once an order has been placed, it cannot be cancelled as we endeavour to start processing orders as soon as we receive them. If you decide you would like to return the products when they arrive, please see the returns information above on this FAQ form.
CAN I ADD TO MY ORDER?
Unfortunately, once an order has been placed, it cannot be amended as we endeavour to start processing orders as soon as we receive them. If you decide you would like to order additional items, you’ll need to place another order.
I DIDN’T RECEIVE AN ORDER CONFIRMATION.
You should have received a dispatch email, so please make sure you double check your junk/spam folders just in case. If you haven’t yet received this, then please email us at shopwithempower@gmail.com and we will look into this for you as soon as we can.
WHAT SHOULD I DO IF I HAVE ORDERED TO THE WRONG DELIVERY ADDRESS?
If you have entered the incorrect delivery address, then please email us at shopwithempower@gmail.com and let us know as soon as possible. We cannot guarantee that the delivery address can be changed, as we endeavour to start processing orders as soon as we receive them but we will do our best to amend it in time!
CUSTOMS AND IMPORT DUTY
If you order products from our site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
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Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.
*PLEASE NOTE WE RESERVE THE RIGHT TO ISSUE YOU WITH A FULL REFUND WHEN APPLICABLE, IF THE OPTION FOR EXCHANGE OR REPLACEMENT IS UNAVAILABLE. THIS DECISION LIES WITH EMPOWER AND WE WILL CONTACT YOU VIA THE APPROPRIATE CHANNELS TO INFORM YOU IF THIS IS APPLICABLE.
