We hope that your experience with EmpireLanes as pleasant as possible, however from time to time we do get ask some questions. Here are the most popular ones answered.
Do you offer free shipping?
Yes! Being an international company will suppliers all over the globe, to keep things simple we offer free shipping to everyone!
Where is my order?
This is a question we get asked quite frequently so here is our shipping guide. If you have any further questions on this please contact us here.
Do I Have To Pay Customs Charges?
All our orders are subject to customs charges, which are relative to the country of delivery. We recommend you check your countries policy on this prior to ordering. If any charges are due you will be notified by the local courier, and your item will not be delivered or be available for collection until the charge has been paid. The courier will hold your item for approximately 3 weeks before returning back to us. Unfortunately we are unable to refund any custom charges.
My order is missing an item?
We work with several different manufacturers and sometimes your items will be shipped separately to ensure you receive them as soon as possible. Please refer to our shipping guide for delivery guidelines. If you still do not receive your item within the quoted time please contact us.
How do I cancel my order/ make a change?
If you wish to cancel your order please contact us as soon as possible, unfortunately we are not able to refund any orders after your items have been despatched until you have returned them back to us. Any cancellations received before despatch will be refunded in full.
Please make sure you double check the delivery address of your order as we cannot refund orders delivered to an incorrectly inputted address.
What is your return policy?
Our return policy is 30 days from the date of delivery. If you are unhappy with your order or you have received a faulty item, please reach out to us at firstname.lastname@example.org and we will be able to assist you.
Unfortunately we cannot cover any return shipping costs and we advise the use of a trackable service as we cannot cannot the reliability of courier services.