Shipping policy

Here's the whole trip your order takes, step by step, from the moment you check out with Emma Plum® to the day it turns up at your door.

Just find the point you've reached on the timeline below. Each step explains what's going on and whether there's anything you need to do.

  • 1–5 business days for us to get it shipped
  • 7–20 business days on the road within the US
  • 10–25 business days on the road to an international address

Your order, step by step

1. Day 0: checkout

We've got your order

Your order confirmation email comes through right away. If you were shown a delivery date at checkout, that email confirms it, and the date in your confirmation email is the one we go by, not the estimate you spotted while you were browsing.

2. Days 1–5: packing

We pack it up and pass it to the carrier

Every order leaves us within 1 to 5 business days of the day you placed it, and lots go out sooner. As soon as it's on its way, we'll email your shipping confirmation and tracking number to the address you used at checkout.

You don't need to do a thing during this part. When we say business days, we mean Monday to Friday, so weekends never count toward any of the timeframes on this page.

3. Day 5: no tracking email yet

Have a peek in your junk folder

If the 5th business day has come and gone without a tracking number, there's a good chance it's hiding in your junk or spam folder. Shipping emails get caught by filters all the time.

It's worth searching your inbox for “Emma Plum®” as well. If it really isn't there, drop us a line at support@emmaplum.com and we'll hunt it down and send it again.

4. Day 6: still hasn't shipped

We're already on it

If your order still hasn't shipped by the 6th business day, our team already knows about the delay and has passed it up to our fulfilment team. There's no need to chase us.

Please give us 3 more business days from there. During that time we'll email you with an update and your tracking number.

5. In transit: the quiet stretch

Tracking may go quiet for a while, and that's okay

As long as you're within 7–20 business days for a US order or 10–25 business days for an international one, a tracking page that isn't updating is normal, not a problem. Here are the four usual reasons:

    1. The first scan comes late. Quite often it doesn't happen until your parcel reaches a regional hub close to you. In busy peak periods carriers handle parcels in bulk, so this can take some time, and until that first scan the carrier hasn't officially confirmed it has your parcel.
    2. The first scan is the delivery scan. On certain routes, that's the only scan your parcel will get.
    3. The tracking system is running behind. Its record updates later than where your parcel really is.

Some parcels can't be tracked at all. You'll see this most with Standard International. Your order is still heading your way and will reach you by the 20th or 25th business day at the very latest.

 

5. After day 20 (US) or day 25 (international)

Give it five extra business days

If tracking still hasn't moved once you're beyond that window, please allow another 5 business days. Orders that take longer nearly always turn up on or shortly after the 20th or 25th business day.

6. After day 30 (US) or day 35 (international)

Now it's our job to chase

We really don't want you worrying about your order. We have a team keeping an eye on delays this long, and at this stage your order goes to our fulfilment manager to sort out.

We'll ask you to bear with us while we look into it, and you'll hear back from us by email within 2 to 5 business days.

Separate from the timeline: if 30 days from purchase have gone by, your order hasn't arrived, and tracking doesn't show it as delivered, you're entitled to a free replacement. You'll find the details in our refund policy.

Track your order

All the timeframes in one spot

Every figure here is in business days, counted from the day your parcel ships.
Stage or service US International
Before it ships every single order 1–5 days
Standard delivery 7–20 days 10–25 days
Free shipping 7–25 days
Expedited if we offer it 7–15 days 10–20 days

Free and expedited shipping

  • Free shipping. Arrives within 7 to 25 business days. So we can keep it free, we process and send these orders by the most cost-effective routes out there, which means they can wait a little longer before they start moving. If yours hasn't shipped yet, please don't worry. It'll still get to you inside that window.
  • Expedited shipping. We don't offer this very often, because keeping your item as affordable as possible depends on not sending everything this way. When it is available, you'll spot it on the shipping step at checkout, and delivery takes 7 to 15 business days in the US or 10 to 20 business days internationally.

How we work out your delivery date

We take the projected shipping date and add the transit time on top. That's really all there is to it.

  • Your transit time depends on the shipping speed you pick.
  • Transit is counted in business days, so Saturdays and Sundays are left out, unless you were offered a weekend delivery option at checkout.
  • We take holidays into account too.
  • If you see an “order within” countdown, that's how long you have to order to get delivery by the date shown. That date can still change before you complete your order.

Worth remembering: your order confirmation email includes your confirmed delivery date. If any estimate you see elsewhere says something different, go with the confirmation email.

Still need a hand?

Send us an email at support@emmaplum.com with your order number, and we'll take it from there.

Take care, Claire Bennett, Customer Care Lead at Emma Plum®