Shipping Policy

Last updated: 4 August 2026

This Shipping Policy explains how orders placed through emae.design are produced, dispatched and delivered.

If you have a question about an order, contact:

customerservice@emae.design

Products made to order

emaé design products are produced individually after an order is placed.

Your estimated delivery time consists of two stages:

1. Production and fulfilment—the time required to print, finish, inspect and package your order.

2. Shipping—the time required for the carrier to deliver the completed product.

Production times may vary depending on the product, size, framing option, order quantity, destination and current production capacity.

Local and international production

We work with a network of professional production partners that can manufacture and dispatch products from multiple countries.

Where suitable production capacity is available, orders are normally routed to a production partner located near the delivery destination. This can reduce shipping distance, delivery time and the likelihood of customs charges.

Local production cannot be guaranteed for every product or order. Factors including product availability, specialist formats, material availability and production capacity may mean that an order is produced in another country.

Products in the same order may be produced at different facilities.

Delivery destinations

We aim to deliver to customers in the United Kingdom, France, the European Union, the United States and a range of other international destinations.

Available products, delivery methods and shipping charges may vary by destination.

If a product cannot be delivered to your address, this should normally be identified during checkout. We may also contact you after an order is placed if an unexpected production or delivery restriction is discovered.

Delivery estimates

The delivery estimate displayed during checkout or provided in your order confirmation includes anticipated production and shipping time.

Delivery estimates depend on:

• Product type and format

• Framed or unframed selection

• Order size and quantity

• Delivery destination

• Available production location

• Production capacity

• Selected shipping method

• Carrier network conditions

• Customs clearance where applicable

Delivery dates are estimates rather than guaranteed appointment dates unless we expressly confirm otherwise in writing.

We recommend ordering well in advance if artwork is required for a birthday, holiday, event or other particular date.

Shipping methods

Available shipping methods are displayed during checkout.

Depending on the product and destination, these may include:

• Standard or economy delivery

• Express or expedited delivery

• Tracked delivery

• Untracked postal delivery

Not every method is available for every product or location.

Selecting express delivery normally expedites the carrier stage, but it may not eliminate the production time required to manufacture the product.

Shipping charges

Shipping charges are calculated and displayed before you confirm payment.

Charges may depend on:

• Delivery destination

• Product dimensions and weight

• Framed or unframed format

• Number of products

• Production location

• Selected shipping method

Any delivery promotion, such as free shipping above a specified order value, will be shown on the website and may be subject to destination, product or promotional restrictions.

Order confirmation

After placing an order, you should receive an order-confirmation email at the address supplied during checkout.

Please review the confirmation carefully and contact customerservice@emae.design immediately if any information is incorrect.

Production may begin shortly after checkout, so we cannot guarantee that an address, product or delivery method can be changed after an order has entered production.

Delivery addresses

You are responsible for providing a complete and accurate delivery address.

Please include, where relevant:

• Recipient’s full name

• House number and street

• Apartment, unit or building information

• Town or city

• County, state, province or region

• Postal or ZIP code

• Country

• Valid telephone number where requested

For deliveries to China, Japan or South Korea, the delivery address may need to be entered in the destination’s local language to meet carrier requirements.

We cannot guarantee successful delivery where an address is incomplete, incorrect or unsuitable for the selected carrier.

If you notice an error, contact us immediately. We will try to correct it, but changes may no longer be possible once production or dispatch has begun.

Tracking

Where tracking is available, we will send tracking information when the order has been completed and transferred to the carrier.

Tracking may not become active immediately. It can take time for a carrier to collect and scan a parcel.

Some delivery methods do not include full tracking. If no tracking link is provided, this does not necessarily mean that the order has not been dispatched.

Tracking can also pause temporarily while a parcel:

• Transfers between carrier networks

• Travels between countries

• Passes through customs

• Awaits a scan at the destination depot

Separate deliveries

Items from the same order may arrive separately because:

• Products require different production methods

• Framed and unframed products are produced at different facilities

• Items are available from different regional partners

• Separate packaging is safer for the products

• Part of the order is ready before the remainder

If an order is divided into multiple parcels, you may receive more than one dispatch notification or tracking link.

You will not be charged additional shipping after checkout merely because we divide an accepted order into separate parcels.

Packaging

Prints and frames are packaged according to their size, format and destination.

Unframed prints may be supplied flat or rolled in protective packaging. Framed products are packaged separately using materials intended to protect the frame, glazing and printed surface.

Please open packaging carefully. Avoid using a blade close to the artwork or frame.

If the packaging or product arrives damaged, retain all packaging and follow the damaged-order procedure below.

Customs duties and import charges

We aim to produce orders close to their delivery destination where suitable production is available. However, some orders may cross an international border.

Customs duties, import taxes or carrier-handling fees may apply depending on:

• The destination country

• The production and dispatch location

• The type and value of the products

• Local customs regulations

Where these charges are collected at checkout, they will be shown before payment.

Where they are not collected at checkout, the recipient may be required to pay them directly to the carrier or customs authority. Such charges are determined by local authorities and are outside our direct control.

If you are uncertain about possible import charges, contact us before ordering.

Delayed orders

Delivery estimates are based on information available from production and carrier partners. Delays can occasionally occur because of:

• High seasonal demand

• Production-capacity constraints

• Severe weather

• Carrier disruption

• Customs processing

• Industrial action

• Public holidays

• Incorrect or incomplete addresses

• Events outside our reasonable control

If the estimated delivery date has passed, check the tracking link for recent updates.

If tracking is still updating, the parcel is normally continuing through the carrier network.

If there have been no updates for several working days, or the product has not been dispatched after the estimated date, contact customerservice@emae.design with your order number.

We will investigate with the relevant production and delivery partners.

Nothing in this policy limits your legal rights concerning substantially delayed or undelivered products.

Lost orders

If you believe an order has been lost, please:

1. Confirm that the delivery address in your order confirmation is correct.

2. Review the tracking information and delivery notices.

3. Check safe places around the delivery address.

4. Ask other household members, neighbours, reception staff or building management.

5. Contact the local carrier or delivery office where possible.

If the parcel still cannot be found, contact customerservice@emae.design promptly and, where possible, within 30 days of the estimated delivery date.

We may need to confirm the parcel’s status with the carrier.

Where an order is confirmed as lost in transit, we will provide an appropriate replacement or refund.

Orders marked as delivered

If tracking shows that a parcel was delivered but you cannot locate it:

• Check the delivery location shown by the carrier

• Look for a delivery photograph or notice

• Check safe places and entrances

• Ask household members, neighbours, reception or building management

• Contact the carrier promptly for delivery details

Then contact customerservice@emae.design with your order number and any information supplied by the carrier.

We will review the circumstances and assist with an investigation. A delivered tracking status does not automatically prevent us from considering the available evidence or your applicable consumer rights.

Failed delivery, rejection and non-collection

A carrier may leave a parcel at a collection point or make additional delivery attempts if nobody is available to receive it.

It is the recipient’s responsibility to monitor available tracking and collect a parcel within the carrier’s stated period.

A parcel may be returned, destroyed or otherwise disposed of by the carrier or production partner if:

• The supplied address is incorrect or incomplete

• Delivery is repeatedly unsuccessful

• The recipient rejects the parcel

• The parcel is not collected

• The carrier cannot access the property

Contact us if tracking shows that a parcel is being returned.

Where the delivery failure results from incorrect information supplied by the customer, rejection or failure to collect, the customer may be responsible for reasonable redelivery or reproduction costs where legally permitted.

If the failure was caused by emaé design or our delivery arrangements, we will provide an appropriate remedy without additional charge.

Damaged or incorrect deliveries

If an order arrives damaged, defective or incorrect, contact customerservice@emae.design as soon as reasonably possible.

Please provide:

• Your order number

• A description of the issue

• A photograph of the complete product

• Close-up photographs showing the damage or error

• Photographs of the outer packaging

• Photographs of the internal packaging and protective inserts

• A photograph of the delivery label where relevant

Keep the product and all packaging until we confirm that they are no longer required.

Validated damaged, defective or incorrect orders will be handled in accordance with our Returns and Refunds Policy and your statutory rights.

Changes after dispatch

We cannot normally change the delivery address or shipping method after a parcel has been dispatched.

You may be able to arrange an alternative delivery date, safe place or collection point directly with the carrier, depending on the delivery service. Any such arrangement is between you and the carrier, although we will provide reasonable assistance where possible.

Business days and holidays

Production and delivery estimates normally refer to working or business days and may exclude weekends and public holidays.

Public holidays differ between production locations, carrier locations and destination countries. This can affect both production and delivery.

Additional time should be expected during high-volume periods such as November, December and major promotional events.

Contact us

For shipping, tracking or delivery enquiries, contact:

Email: customerservice@emae.design

Postal address:

emaé design
19 Hannah Crescent
Ipswich
Suffolk
IP3 9WL
United Kingdom.