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Frequently Asked Questions (FAQs)

We offer a diverse range of products - some are specifically made for you. Naturally, your questions will be quite varied. Please refer to the categories below: General FAQsCustom Printed Products FAQs, and Payment FAQs

GENERAL FAQs

Delivery time is important to you and us. We understand and strive to offer you the fastest order processing and safest trackable shipping times available. As soon as your order is entered at checkout it’s immediately processed into our system and forwarded to the manufacturer. This process may take from 1-3 days as it passes through each check point for accurate confirmation and fulfilment.

Why 1-3 days to process orders?

While data processing is a 24/7 automated function, subsequent order processing is not. Personnel well-being and work schedules are important. We don’t support ‘sweat shop’ labour practices and hope you will agree with us.

Depending on manufacturer location, warehousing and delivery to the closest shipping company, picking, packing and fulfilment can take from 2-5 days before final shipment, regardless of robotic automation.

Why 2-5 days for out-bound shipment?

As a global business, time zones play a key role in this process. An order placed over a weekend in one country, may not be processed until the following Monday in another time zone.

How will I know my order has Shipped?

We do our best to source quality suppliers with the best track-record to ensure you get your orders as fast as possible. We will send you an email to let you know the following:

(a) Confirmation of your Order

(b) Confirmation of your Order Fulfilment and readiness to ship

(c) Confirmation of your Package Shipment and as applicable, it’s *Tracking Number

*subject to the information approved by you on your checkout order form showing your elected shipment method, delivery destination and whether tracking services are available throughout this process.

Shipping Fees vary at our discretion and are clearly shown for you. Some products on sale or on promotion may also have Free Shipping over a certain value.

Please note that Shipping and Handling costs are non-refundable once your order is shipped.

Depending on the products you order, your package should normally arrive within 7-12 business days after we ship it. Some products can take between 12-20 days or even more, subject to shipping from different sources and the speed of handling in destination countries; unfortunately, we have no control over this. We generally list the expected delivery times against each product for your convenience.

Why the difference in delivery times?

Every manufacturer has different logistics subject to their manufacturing, warehousing and distribution location and these handling multiples can take extra time Public or festive holidays may occasionally cause minor delays in either supply or destination country. Please be patient! This is the only way we can provide such a wide range of quality products at such a reasonable price. Depending on the safest available method of shipment to your destination, some logistics may take longer than others

In any event, your Tracking Number where available, will help you trace your package throughout its journey. If you encounter any unexpected delays you should contact us and we can assist you to locate your package and its anticipated delivery time. 

Some countries may charge import duties or other random fees on certain items. Sorry, we have no control over this and it's your responsibility to pay for any fees. We do place the value of your item(s) at the exact amount you paid for them at our checkout, to help you avoid any issues at your end.

Orders will be sent to the exact address given to us for shipping. We are not responsible for the cost of lost or returned packages due to a wrong address. Nor are we responsible for lost or stolen packages once they are shipped.

Why do you abrogate responsibility for lost parcels?

Shipping, couriers and postal services are not a process in our control It is your responsibility to ensure you give a clear and exact shipping address (no mistakes) as once the goods are shipped, the location address cannot be altered. It is then your responsibility to follow up with your local postal authority if you have made an addressing mistake.

We do understand that mistakes can accidentally happen, so please contact us immediately for assistance if this has occurred.

We cannot re-direct deliveries. If your parcel is delivered and you are not there to receive it, a notification is often left for you and a re-attempt may occur. If no one is there once again, the package may be returned to us as ‘undeliverable’. If we have to send it again, you will be charged for re-shipping.

We try to keep our Returns and Refunds Policies clear and simple but owing to the diversity of our catalog we have two different policies for products that have different conditions attached - such as custom printed items. You can refer to these policies here – Refunds & Returns and Custom Printed Product Returns

CUSTOM PRINTED PRODUCTS FAQs

How do I place my order?

Ordering has been designed to make the process really fast and simple for you. Just choose your product, style, design, size and quantity from our easy drop-down menus on the product page and click “ADD TO CART” then follow our simple steps to complete your order. We’ll prepare this and let you know when it's on its way!

(a) When will I receive Tracking Information and

(b) How do I check the Status of my Order?

Tracking numbers to destinations where they are available, will be automatically sent to you via the email provided on your Order and according to the order processing times shown immediately below. You may enter your Order information on the Order Page to track its status. Tracking numbers for the printed products listed below will be available only after an order has been processed by us and within the following wait times for each product:

Slip-on Shoes:                          5-7 days after order processing.

Sneakers:                                  5-7 days after order processing.

Men’s Casual Shoes:             5-7 days after order processing.

Women’s Casual Shoes:      5-7 days after order processing.

Slippers:                                     5-7 days after order processing.

Backpacks:                                5-7 days after order processing.

Bedding:                                    5-7 days after order processing.

Faux Fur Boots:                       5-7 days after order processing.

Pillow Covers:                         7 days after order processing.

Cloth Tote Bags:                     7 days after order processing.

Crew Socks:                              7 days after order processing.

Art on Canvas Sets:               7-10 days after order processing

Premium Suede Boots:        7-10 days after order processing.

Leather Tote Bags:                7-10 days after order processing.

Shoulder Handbags:             7-10 days after order processing.

Canvas Saddle Bags:             7-10 days after order processing.

Canvas Shoes:                         7-10 days after order processing.

Delivery time guarantees for orders placed during the festive run-up of November and December, or Chinese New Year will only apply to orders using Express Line Shipping products (refer to Express Line Product Information below). All other orders placed with standard shipping will not be eligible for replacement or refund until 60 days has elapsed. We encourage all customers to utilise our Express Line Shipping for a small incremental charge to avoid potential delays during Holiday Seasons. Please always allow yourself an additional time buffer for any orders you may place for special gifting.

Why isn’t my Tracking data showing on my Tracking Number?

For US orders, the tracking numbers and data may take up to 7 days to show after an order has been processed.

International orders may take up to 10 days to show. Please be advised that international orders without EMS Tracking capabilities (see below), are non-refundable once shipped and they will not show destination delivery data. If a tracking number is not showing tracking data and it has been more than 10 days since the order was processed you may request a refund or request to have the order be re-sent (NOTE: Reshipment times are the same as regular orders). For Tracking Information, please visit the tracking website here

If a tracking number shows your product as having been successfully delivered to the address you provided but you have not received the package, we recommend you contact your local courier from where it was delivered or try to reschedule another delivery attempt. No replacements or refunds will be issued on items that show as successfully having been delivered. MyEmporium.com is not liable for incorrect address information provided to us by you, nor missed delivery attempts by couriers.

For International orders placed outside of EMS or epacket countries that have no final destination tracking and you claim to have never received your order, we may resend the order or refund you at our discretion after 45 days has elapsed.

What are the estimated delivery times on my orders?

Estimated Delivery times for the following custom printed products listed here, are from 10-25 days with EMS Destination Tracking and 2-4 weeks with China Post: Art on Canvas Sets, Pillow Covers, Bedding, Boots, Crew Socks, Cloth Tote Bags, Leather Tote Bags, Shoulder Handbags, Canvas Saddle Bags, Canvas Shoes, Slip-on Shoes, Sneakers, Women’s/Men’s Casual Shoes, Slippers, Backpacks, Faux Fur Boots.

Express-Line Products and Shipping via DHL

Express-Line products are manufactured within 3-7 Business Days with an ADDITIONAL 3-4 Business Days Shipping via DHL. You will receive your orders in 10-14 Business Days after it is Processed. See also Shipping & Delivery.

What does EMS Tracking mean?

Express Mail Service (EMS) is an international express postal service offered by postal-administration members of the Universal Postal Union (UPU). The major EMS countries with guaranteed Tracking are as follows:

United States, Australia, Canada, France, United Kingdom, Israel, Germany, Austria, Belgium, Brazil, Switzerland, Denmark, Spain, Finland, Greece, Hungary, Ireland, Italy, Japan, Korea (South), Luxembourg, Mexico, Myanmar, Netherlands, Norway, New Zealand, Poland, Portugal, Russian Federation, Sweden, Singapore, Turkey, Ukraine. For all other countries unless otherwise specified, we use China Post (which does not include Final Destination Tracking as part of their services).

What if I have received a flawed, damaged or incorrect order?

In the event of any or all of the above, please take pictures of the product and send them to us for inspection so that we can take the most appropriate remedial steps for you by way of a replacement order or refund on the affected items.

I have changed my mind now so can I cancel or modify my order?

When you place an order, you have 24 hours to contact our customer service team and request a cancellation, modification or place it as Pending or On Hold. After 24 hours, we will have already started working on your order so it’s too late to cancel or modify it.

To cancel an order within 24 hours, please provide all the details concerning the items you want to cancel as well as your Order Number.

To modify or put an order on Hold within 24 hours, please include all the details of your order: Order Number, Style, Size and Color, then specify the item you would like to modify or exchange it for in your email and we’ll do our best to help you!

I placed my order, but I have not received my confirmation email yet.

First, double check your spam folder and other email accounts. If you still can’t find it, don’t worry, you can simply contact us and one of our customer representatives will help you!

Returned to Sender

If your package is returned to us as ‘Returned to Sender’ due to incorrect or incomplete address information, or delivery was missed after two attempts by couriers, you may request a re-shipment attempt but will be responsible for any additional charges this will incur. We cannot accept liability for any incorrect information provided to us or repetitious courier attempts to deliver to you.

Orders Seized by Customs

Monetary losses arising from orders seized by Customs Officers are the responsibility of customers in that country to investigate as to the reasons for such a seizure. We are not liable for any fees, claims or damages sustained through any such occurrence.

What manufacturing materials are used?

We access high-quality products using premium eco-friendly materials designed and manufactured for their comfort, quality, durability and visual appeal so you can feel the unique vibe when you wear them! For further information on the materials we use, return to the specific Product Page.

I’m not sure which size to choose?

Need help finding the perfect size to fit you? Please use our sizing chart information provided on our Product Pages to ensure you select the most appropriate size for you.

My shoes don’t fit – what now?

In the event that your shoes are too large or too tight, we may process a free exchange of the same, limited to once per order. Refunds will not be issued for sizing disputes as we have provided specific sizing charts on our product specifications pages of our website to ensure you get the size exactly as you have ordered. We recommend you carefully order and allow additional ‘breathing room’ for your feet or sock thickness as you would when trying on shoes in a regular bricks and mortar store. Size exchange requests that differ by 2 sizes or more will be considered as your own input error and will not be eligible for exchange.

100% Satisfaction Guarantee

All of our products are carefully inspected for quality and we will reprint any flawed product free of charge. Please see our Refunds & Returns policy for further details.

How does My Emporium offer such competitive pricing?

MyEmporium.com is an online retailer with an exquisite range of quality and custom designed products and apparel with no bricks & mortar overhead. Within our catalog, we supply a unique range of printed and manufactured on-demand products, then ship our products directly from the source to you. With no excess over-stocks to cost in or middlemen to add on mark-ups, you get the highest quality products with incredible prices and faster turn-around times. For more information on MyEmporium.com click on About Us.

When can I expect to receive my package?

As detailed above, standard shipping times are from 10-25 days with EMS Destination Tracking to EMS countries, and 2-4 weeks with China Post and no international destination tracking to non-EMS countries. Every single item you purchase on My Emporium is custom manufactured and printed just for you. It takes about 7-10 business days to process, manufacture, print and QC prior to shipping, to ensure your order is everything you hoped it would be.

It is important to note that some of our catalog items are so popular that manufacture and shipping times may take a little longer than the estimates given – especially at peak holiday seasons. Additionally, over Chinese New Year the country basically shuts down for around two weeks.

Can I track my package?

A Tracking Number will be sent to you by email a few days after your order has been placed. If you haven’t received your tracking number within the time frames detailed, please contact our support team here and we’ll be happy to assist!

Please note: 
It may take more than 24 hours for your package to show up in the forwarder's tracking system. 
For International orders to non EMS /epacket destinations, tracking information is available until the package leaves its country of origin. After that, there is no further tracking.

I never received my package, what should I do?

After having ordered, if your item has not arrived within 30 days for apparel products and 45 days for pillow covers, shoes, bedding and bags, please contact our support team here and we will do our best to help you!

How much is shipping?

Once you’ve clicked through to Secure Checkout, you can enter your delivery address and continue to the shipping method. Our shipping cost is then added on to your subtotal at the bottom of the page.

What about Customs for International buyers and will I be charged for customs duties or import taxes when my package arrives in my country?

Import duties, taxes, and charges are not currently included in the item price or shipping cost and these charges if any, may vary from one country to another. These are the buyer's responsibility so please check with the customs office in your country to determine if there are any additional costs. 

I ordered the wrong size or color, what should I do?

As every single printed item is customized and made to order, we can’t exchange your product after 24 hours from ordering.  But, your satisfaction is our priority and we will do our best to find a solution that will make you happy!

Please contact us for assistance.

I’m not satisfied with the printing quality, what should I do?

All of our products are carefully inspected for quality and we will reprint any flawed apparel, free of charge.

Please see our Refunds & Returns  policy for further details.

I received the wrong item, what should I do? 

In the event of a wrong order being shipped, we apologise for any inconvenience this may cause. We would be delighted to help you right away by offering a free replacement order. Please see our Refunds & Returns policy for further instructions.

At MyEmporium.com, we really value our customers and their feedback as we constantly strive to find ways to improve our offering and their shopping experience with us. If none of the FAQs above have answered your questions, please feel free to contact us and we will reply to you as fast as possible.

PAYMENT FAQS

What type of payments do you accept?

We accept PayPal and all popular credit cards through their payment gateways.

When will my card be charged?

When your order has been successfully placed.

What is the currency on your store?

We use a Currency Converter at the top of our Site. You can convert to a currency convenient to you. Our base currency is in US Dollars, the standard international exchange and transactional currency of China manufacturers.

How secure is my personal information?

MyEmporium.com adheres to the highest industry standards to protect your personal information when you purchase and check out from our online store.
Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored – see our Secure Shopping and Privacy Policy.

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