CONTACT

HOW CAN I CONTACT EMPERIO STUDIOS?

If you have any questions, please do not hesitate to contact us, we will be happy to help you. Our experts are available 7 days a week to answer all your questions.
Contact: emperiostudios@gmail.com or click here

HOW LONG WILL IT TAKE BEFORE I GET A REPLY?

We always aim to answer every question within 48 hours.

ORDERS & PAYMENTS

WHICH PAYMENT METHODS DO YOU USE?

You can pay with Amex, Apple Pay, Bancontact, Google Pay, Maestro, Mastercard, Shop Pay, Union Pay and Visa.

HOW CAN I CANCEL MY ORDER?

Unfortunately, we cannot change the details of your order once it has been placed, as we process and package your order as quickly as possible.
Does the item not fit? Then send it back to us for the correct size.

WILL I RECEIVE AN ORDER CONFIRMATION?

You will receive an order confirmation by email immediately after placing your order.

I HAVE ENTERED THE INCORRECT ADDRESS DETAILS, CAN THIS BE CHANGED?

Unfortunately, we cannot change the details of your order once it has been placed as we process and pack your order as quickly as possible. To be sure, please contact our customer service to discuss solutions.

SEND

WHICH COUNTRIES DO YOU SHIP TO?

We ship our products worldwide.

WHAT IS THE DELIVERY TIME?

All information about the shipping times and rates we use can be found here .

WHAT ARE THE SHIPPING COSTS?

Shipping costs are free in NL & BE, ​​but costs will be added to other countries. These costs are calculated at checkout.

HOW CAN I TRACK MY ORDER?

Once your package has been shipped, we will send you an email with a Track and Trace. Here you can find the status of your order and, if necessary, provide additional instructions to the delivery service.

I HAVE NOT RECEIVED MY ORDER, WHAT SHOULD I DO?

Have you not received your order? After placing your order you will receive an order confirmation with the order number. Here you will receive an email with a track & trace to follow the package. Have you not received this email or is the status of your package unclear?

Please contact us at: emperiostudios@gmail.com

MY TRACK & TRACE INDICATES THAT MY ORDER HAS BEEN RETURNED, WHAT SHOULD I DO?

Contact us at emperiostudios@gmail.com. One of our customer service representatives will investigate what happened and provide a resolution as quickly as possible.

PRODUCTS

HOW DO I FIND THE RIGHT SIZE?

We recommend that you consult the size chart on the product page. This way you will find the perfect size for you.

THE PRODUCT OR SIZE I WANT IS OUT OF STOCK, WHAT NOW?

You can leave your email address on the relevant product page. You can do this by clicking the 'Size not in stock?' button when choosing the size. to click. This way you will automatically be notified as soon as the item is back in stock.

HOW DO I REDEEM MY VOUCHER OR GIFT CERTIFICATE?

To redeem a voucher, you can add the voucher code in the first part of the checkout. After you have done this, the value of the voucher will be deducted from the purchase amount.

RETURNS AND EXCHANGES

WHAT ARE THE RETURN CONDITIONS?

The order must meet the following conditions:
  1. The order still contains all necessary parts, components and the packaging arrived exactly as the product.
  2. With normal handling of the product, breakage due to careless handling is excluded. 3. products where hygiene is important have been thoroughly cleaned before the return process begins.
  3. The product appears to be defective immediately upon receipt.
  4. We are entitled to charge shipping costs to the customer.
  5. A return will be processed within 7 working days and if the conditions are met, the return will be officially recognized within this period.
*We reserve the right to refuse returned items if we suspect that the items have been used or damaged through no fault of our own.

WHAT ARE THE RETURN COSTS?

Returns are at your own expense and depend on the courier and the country from which you are returning the package.

HOW CAN I RETURN OR EXCHANGE MY ORDER

If your order meets the above conditions, you will need to do the following to start the returns process.
Send an email to: emperiostudios@gmail.com
Make sure the email contains the following:
- Order number
- Reason for the return request
- Photo of the product in case of break first name + last name of the customer address of the customer
We will then contact you and give you the return address.
Never send the return to the sender, we will send you the correct address after you ask us. You, the customer, are responsible for shipping costs for returning the product.

HOW LONG DOES IT TAKE TO RETURN?

After your return has been received by our warehouse, we will process your return within 10 days. In most cases, your exchange wish will be carried out within a few days. You will always receive a confirmation email with a tracking code once your new order has been processed.

WHAT CAN I DO IF MY RETURNED PRODUCT IS NO LONGER AVAILABLE?

Ask our customer service about the possibilities. We will give you an update on when we expect to be able to deliver the product. If you have already created your return and the product is sold out, we will contact you and find a solution together.

WHERE CAN I FIND MY ORDER NUMBER TO REPORT MY RETURN?

You can find your order number in the confirmation email you received after placing your order. This is a five-digit code. If you have not received this email correctly, our customer service will be happy to help you.

WHAT SHOULD I DO IF A PRODUCT IS DELIVERED DEFECTIVE OR DAMAGED?

Unfortunately, it sometimes happens that a product is damaged during shipping or production. We would of course be happy to resolve this with you. Send a message to emperiostudios@gmail.com with a photo of the complaint. Our customer service will work with you to find a solution as quickly as possible.

WHAT SHOULD I DO IF I WANT TO RETURN MY ORDER OUTSIDE THE RETURN PERIOD?

We have a return period of 30 days within which the customer may return his or her package without giving a reason. These 30 days start from the moment the package is received. Please note that the return must be sent back to us within these 30 days. If this does not work, we offer you the option to exchange the product for a replacement product or a voucher. Ask our customer service about the possibilities.

HOW LONG DOES A REFUND TAKE?

We do our best to process returns as quickly as possible. After receiving your return shipment in our warehouse, we will process it within 10 working days. You can see when the package arrived to us on the track & trace that you receive with your return. The 10 working days start from that moment. You will receive a message after the refund has taken place. Please note that it may take up to 3 days for the refund to appear in your bank account.