FAQ
Frequently Asked Questions
Please find some of our most commonly asked questions answered below.
How can we help?
SHIPPING
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All of our parcels are sent on a 48 hour service and you will be sent full tracking information to the email used when you checked out.
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Emery’s Playhouse is pleased to provide simple and affordable flat rate shipping options to all U.S. States. Domestic ground shipping is free for orders over $50 and the item (s) being ordered all must be able to ship via traditional ground shipping for this promotion to apply. Unfortunately we cannot offer free shipping currently internationally. Orders that ship internationally will be charged a fee due to different countries currency rate.
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Yes, our store ships internationally. Please see (How I will be charged for shipping section).
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Of course! Once you are local in the area, just select the Local Collection option at checkout. You will receive our standard dispatch email when your item is ready to collect.
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Utilize the tracking number provided in your confirmation email to monitor your delivery on the couriers website. If your tracking number states that your package was delivered but you are not able to locate the package, we are happy to help. Before reaching out to us though, please review the list below for helpful tips:
Check the tracking number to confirm that the package was delivered to your address and not a nearby Access Point.
Confirm that there are no activity log updates on the tracking number that states the item was returned to the sender.
If you live in a house, please check around your property throughly. Couriers will occasionally leave items in a discreet area to minimize the risk of package theft. It is often also helpful to check with neighbors.
If you live in a building with a concierge/mail room, confirm with them that they do have your package.
If you are still unable to locate the package after completing the above checks, please reach out to customercare@emerysplayhouse.com noting that after completing these checks, you are still unable to locate the package. Please be sure to include your order number and the tracking number of the shipment that is missing. Our team will do their best to help with your order!
Please understand that if a package was shown and stated as being marked delivered we do not offer refunds. We will try our best to work with you on getting your lost item resolved.
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Our return policy is designed to be as hassle free as possible; however, if you have any questions, please let us know and we’ll be glad to help. Note: That a flat fee of $5.00 will be charged for each return shipment. Please note that some items are not eligible for returns.
Please see The Returns Guide for complete details.
PRODUCTS
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Official sizing guide can be found here
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Please sign up to receive our in stock notifications, and as soon as it comes back in stock, you’ll be the first to know!
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We try to have a full range available in our shop, but at times we can’t have every item available in store. If you are looking for an exact item, please let us know beforehand and we will make sure it’s in store for you.
ORDERING
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Yes! Get 15% off your first order of $100 when you sign up, plus be the first to know about our wonderful sales & new items
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Due to our marketplace model, we cannot guarantee any cancellations or changes once your order has been completed. But we are sometimes able to make changes to orders that have not yet been shipped. Orders that have already shipped cannot be changed or canceled. If your order has already been dispatched, our support team will be happy to set up a return for you. Please note that we will not be able to accept a return for any items marked as Final Sale or that is outside our official return window.
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Ordering with us gives you the option to add gift wrapping to your purchase. This can be done when you add items to your basket. Please note gift wrapping is a flat fee of $5.00.
Online & In-Store
Our team will carefully present your items in our gift wrapping, topped with a ribbon, along with an addition for a personalized message written by you at checkout. If you’d like to have your items gift wrapped in-store, please speak to one of our staff members who’ll be glad to assist.
PAYMENT METHODS
Which payment methods are accepted?
Visa I Discover I Mastercard I American Express
RETURNS GUIDE
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At Emery’s Playhouse, we want you to love what you purchase from our site and store, and if you don’t we offer easy returns for eligible products within 30 days of the purchase date. A flat return $5.00 per shipment will be applied for all returns regardless of reason. You will receive an email once the return is completed.
To get started with a return, click here.
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Items marked as Final Sale
Items 30 days past the purchased date
Items sold “As Is” or in “Open Box” condition
Items that have been worn, washed, assembled, or otherwise fully unpackaged
Items that do not include their attached original tag
Items with damaged packaging (excludes damages from shipping) or items missing original packaging
Swimwear that has been used or worn
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While Emery’s Playhouse does not offer exchanges, you can send back your current item for a $5.00 return fee per shipment, and we will provide free shipping on the replacement order. A full item refund of the original item will be issued to your method of payment once the current item is received in new and unused condition.
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Upon receipt, your refund will be processed to your original payment method and can take 7-10 business days to post depending on the speed of your bank or payment method.
Please Note: Your refund will only reflect the amount you paid after any promotions or discounts. Shipping fees will not be refunded.