FAQs
Customer FAQs
1. Ordering
Why are some products unavailable to buy online?
Many of the products we have on our website are manufactured in our Livingston factory. Because these are made-to-order, meaning your products are specifically made for you and your needs each time, we unfortunately cannot offer a one-size fits all price due to further considerations at the planning phase. We can however offer a no-obligation quote if you get in touch with our team.
Can I pay over the phone?
Yes, just contact our customer service team on 01506 430 309
2. Delivery
How long does delivery take?
Unfortunately we cannot provide a standard length of time due to the products size and products often being made to order, however we can provide a lead time upon enquiring with our team. These tend to differ depending on the product.
How can I check the progress of my order?
Simply contact our customer service team on 01506 430 309 or email info@emtez.co.uk and they will be happy to help.
Do you provide proof of delivery?
Yes, we can provide it on request.
How much does delivery cost?
All our web prices include delivery to a mainland UK address. If a product requires you to get in touch, a quote on that products price & the delivery charge will be provided.
If my order does not arrive, is lost in transit or damaged what should I do?
Contact our customer service team on 01506 430 309 or email info@emtez.co.uk as soon as possible and we will work with you to resolve the situation.
Where do you deliver to?
Online orders can only be placed for delivery to a mainland UK address. For other destinations, including international, please contact our customer service team on 01506 430 309 or email info@emtez.co.uk
3. Returns
Can I amend or cancel my order?
In the first instance please contact our customer service team on 01506 430 309 or email info@emtez.co.uk stating your reasons for wishing to cancel your order. Generally, providing your order has not been processed, we will be able to offer you a full refund or credit note.
Can I return my order?
Please contact our customer service team on 01506 430 309 or email info@emtez.co.uk clearly stating your reasons for wanting to return the item(s). We treat each case on its own merits and will work with you to see if a return is possible.
4. Security and Privacy
How are payments processed?
This website processes payments securely with PayPal. PayPal delivers one of the most secure payment platforms in the world and is one of the most popular payment gateways. Your credit card details are not stored on our transactional system therefore each new transaction requires you to re-enter your credit card details.
Will any of my information be passed on to any other companies?
No, we do not store credit card details nor do we share customer details with any 3rd parties.
5. Accounts
Do I need an account on the web to place an order?
No, however creating an account will allow you to save your details, store records of previous orders and speed up future orders.
