Covid 19 Information for UK deliveries
Please be assured that EMS is open for business and Royal Mail & DPD are still making deliveries.
DPD next day and Saturday delivery services are still operating normally, but Royal Mail deliveries have been delayed in some areas by several days.
The DPD 'Pick Up Shop' network is temporarily closed. This won't effect normal deliveries, but there won't be an option to collect from your local DPD pickup point.
Stock levels are posted on each product page and at the moment there’s no supply issues reported by most brands.
In compliance with Government Guidelines we have reduced our active staff to just one person working alone to process orders. Other members of staff are still working from home to answer email and phone enquiries.
Covid 19 Information for international deliveries
All international shipments are sent via DHL couriers. DHL are operating normally and without disruption to most locations although deliveries may take up to two days longer to arrive than usual.
EMS shipping information
All orders placed before 3.00pm Monday to Friday will be shipped the same day.
Orders placed after 3.00pm will be shipped the next business day.
Orders placed after 3.00pm Friday will be shipped on Monday.
No orders are shipped on Weekends or Bank Holidays.
EMS is a Plastic Free Retailer
From 1st June 2019 no new plastic will be used in any order shipments.
We now use recycled craft paper wadding, paper based adhesive tape, card boxes and double wall paper bags for all our order shipments. No new plastic is used at all.
We'll continue to reuse the bubble wrap and other plastic packing materials our suppliers send to us as reusing is still better than recycling.
Shipping Cost UK - Mainland:
All UK orders with a value of £50.00 or more are delivered FREE via 2nd Class post and should arrive in three to five working days.
For small orders of £49.99 or less we charge a very reasonable flat rate of just £3.95 and ship via 2nd Class post which should arrive in three to five working days.
Premium Shipping Service Options:
If you would like your order delivered quickly via a premium service several options will be available at checkout.
1st Class costs £4.50. - Delivery usually takes one to three working days.
Next Day Courier Service costs just £6.00. - Your order is tracked and will arrive next Business day.
All UK Mainland orders over £175 are delivered FREE via Next Business Day Courier. (Some Scottish Highland and offshore postcodes may be excluded and delivery to remote areas may take longer, but the delivery service will still be free of charge).
Shipping UK - Offshore:
If your order has a value over £50 then you still qualify for free shipping but there is not a next business day courier option. Please allow two to four days for all deliveries.
Shipping costs - E.U. and Rest Of World
The EMS website now has ‘Smart’ currency and sales tax (V.A.T.) function which automatically displays the most appropriate currency for your location and includes the V.A.T. for UK and European Union delivery destinations, but removes the V.A.T. for all ‘Rest of World’ delivery destinations (including Channel Islands).
You can also manually select your preferred currency from the selector button at the top right corner on every page.
For the most up to date shipping prices please add your items to the basket and proceed to the checkout where you will be able to enter your country.
If you can't find your country in the drop-down list please contact us for more information.
Typical Shipping Cost Examples:
Belgium up to 20Kg £15 – Product price displayed includes V.A.T for E.U. delivery.
Finland up to 2Kg £15 – Product price displayed includes V.A.T for E.U. delivery.
Australia up to 2Kg £25 – Product price displayed has V.A.T. removed for export. (Please note you might have to pay import duty if your order’s value exceeds the import allowance for your country).
Out Of Stock Items:
Out of stock items are marked as out of stock on the product page, however on very rare occasions situations beyond our control may result in an item(s) being temporarily unavailable.
For Items that are no longer available we endeavour to remove from our website as quickly as possible.
You will be contacted by email or telephone concerning any item(s) we are unable to supply. Out of stock items marked to follow will be sent automatically when they become available. We do not make additional charges for this service. In any case, we aim to deliver goods within a maximum time frame of no more than 7 days from receipt of order. If we are unable to do this, you will be contacted to make arrangements for any necessary refund to be issued.
Question: What is the EMS returns policy?
Answer: If you don't like it send it back for a refund.... no problem!
Please read on for terms and conditions.
In line with current health and safety guidelines, we reserve the right to refuse any items that are (for whatever reason) not returned to us in a clean and hygienic condition.
Faulty goods can be returned for a full refund (including delivery and standard return postal charges of up to £7.50) if the item, after later inspection by us, is proven to have been faulty and returned to us within 30 days from the date of purchase.
Please email or call and ask us which return service to use as we can only refund for the service we recommend.
Please note that inflatables such as sleeping mats are not considered to faulty if they become punctured and are not covered by the manufacturers warranty in this event.
If the goods have been supplied as requested but are unwanted they can be returned within 30 days from receipt of goods for a full refund provided they have not been used and are in a resalable condition with all of the manufacturer's labels and packaging intact.
If you would like to exchange for an alternative size we will supply replacements subject to stock availability. You will have to pay to have the goods sent back to us, but we won’t charge you any shipping for your first replacement item.
All items returned must be unused and with their original labelling and packaging intact (unless faulty).
How To Send Returns.
1). You will need a returns number and a returns address. Please use the 'Contact Us' form from the 'Contact Us' page (found at footer of this page). Send us your order number and reason for return. We will issue a returns number and returns address for one of our UK warehouses. Please Don't ship your returns to our office address in Cheltenham as we don't keep any stock there and there might not always be someone there to sign for your package.
2). Then fill out the return slip supplied with your order with the returns number. If you don't have a returns slip, just write a note with your order number and the returns number and reason for return.
3). For new and Unused returns please include all the Manufacturer's Packaging and Labels, otherwise we cant return the item to stock.
4). Carefully pack the product for its so it survives its journey and send it to the address we provide. We recommend a postal service with a signature on receipt.