Frequently Asked Questions – Buyer

1. Assortment, Product Info & Condition Rating

I’m not ready to buy yet — can I reserve a product?

Emmy adds thousands of new items every week, so our assortment changes constantly. With the exception of outlet batches and a few special cases, most items are single pieces in a single size. The most sought-after brands often sell very quickly right after publishing. If you see something you like and need, we recommend acting fast.

Once you receive your parcel, you have a 14-day return right, so you can try items on at home in peace. Returned items must be resalable, i.e., in the same condition as at the time of sale. Do not remove the product tag, and do not wear, wash, or alter the item before returning.

A return shipping fee of €6.90 per return is deducted.

Due to the large number of items, we can’t list every single feature or measurement for each product. For example, the best way to check shoe fit is by trying them on. If some information you need is missing, our customer service is happy to help.

Adding an item to the shopping cart does not reserve it; the item is yours only once the order is paid.

We encourage considered purchases and avoiding unnecessary returns. That way, together we reduce the environmental impact caused by back-and-forth shipping.

What product information is available?

We record as much purchase-helpful data as possible: measurements, materials, fabric quality, and model. Sometimes this information isn’t available on the product itself anymore, in which case we can’t provide exact material details.

Measurements are taken with the garment lying flat and don’t account for stretch. Compare with similar items you already own in similar fabric and cut.

How reliable is the condition rating?

Condition is assessed objectively by trained, experienced Emmy staff. We inspect each item carefully and aim to record all factors affecting condition. You can find real gems even in the “Good” category!

Our condition scale:

• New: Unused; product and price tags attached.
• Like New: Looks new; tags removed. No visible signs of wear. May be name-labeled.
• Good: In good condition. No stains, heavy pilling, or major wear. May be name-labeled.

• Wearable: May show pilling, wear, or small stains. Details affecting condition are noted in the product description. May be name-labeled.

2. Payment & Delivery

Which payment methods can I use?

You can pay with:

• Cards: Visa, Visa Debit, Visa Electron, Mastercard, Debit Mastercard, American Express (Paytrail Oyj appears as the payee and forwards your card payment to us).
• Mobile payments: MobilePay, Siirto, PayPal, Apple Pay.
• Online banking: All Finnish banks’ online payment buttons (Paytrail Oyj appears as the payee and forwards the payment to us). You’ll be directed to your bank to pay securely.
• Invoice & installments: OP and Walley.
• Emmy Gift Card: Buy in our online store for yourself or as a gift.
• Emmy Credit: As a seller, you can take your sales proceeds as Emmy Credit and use it at checkout.
  
  

Can I use multiple discount codes on one order?

In general, you can use one discount code per order. A free-shipping code can be combined with one other discount code.

Enter the code in the cart and click “Apply”. Please make sure there are no extra spaces before or after the code.

You can use multiple gift cards on a single order, and you can also use them partially. The cart will deduct gift card amounts first.

You can use a discount code and gift card(s) together — enter the discount code first, then the gift card code(s).

What are the shipping costs and delivery times?

Delivery options:

• Posti Parcel: €5.99; free for orders over €99.
• Budbee Box (parcel locker): €6.09; free for orders over €99.
• Posti Home Delivery: €13.99. Delivered to your home; the carrier will contact you to schedule delivery.
• Budbee Home Delivery: €10.99. Available in selected postal areas. Weekday deliveries to your door between 16:00–22:30.
• Pickup from Lohja location: Free. You’ll be notified when your order is ready for pickup.

Average processing time is 2–5 business days. During campaigns, processing may take a bit longer.

Can I choose the pickup point?

At checkout you can select your preferred Posti or Budbee pickup location. If you choose “Posti Parcel,” Posti may route the shipment to the nearest available pickup point or locker. Home delivery via Budbee or Posti is also available.

Please ensure your order details are correct.

3. Exchanges & Returns

Can I exchange an item?

Because almost all items at Emmy are one-of-a-kind, exchanges (e.g., for a different size or color) aren’t possible. You can return the item and choose a refund as Emmy Credit, then purchase another item with that credit.

Submit a return request, select Emmy Credit as the refund method, and return the item according to the instructions.

We do not charge a return fee when the refund is paid as Emmy Credit.

How do I return a product?

You may return all or part of your order within 14 days of receiving it. The return right also applies to pre-owned items, but they must be returned resalable — in the same condition as at the time of sale. Do not remove the product tag, and do not wear, wash, or alter the item before returning.

Read the exact return instructions here.

Returns are processed within 1–5 business days after they arrive.

• If you paid with a gift card, the refund will be issued as Emmy credit to your Emmy account.
• For card, PayPal, and online bank payments, we refund the original payment method after processing.
• If you used a Walley or OP invoice, the invoicer will credit your open invoice. If you’ve already paid in full, any overpayment will be refunded per the invoicer’s terms.
  
  

I’m sending a seller consignment — can I include a return in the same parcel?

No. Returns and consignments follow different processes with different timelines, so they must be shipped separately.

Do returns cost anything?

The return shipping fee is €6.90 per return. If you choose a refund as Emmy Credit, no return fee is charged.

If you return only part of your order and, after the return, your order total falls below €99 (or below the free-shipping threshold valid at the time of order), we will also deduct the original shipping cost from the refund. If you already paid the shipping at checkout, it won’t be further deducted.

Note: Returns are free if they are due to a claim caused by a product or delivery error (e.g., defective or incorrect item, wrong size label, or incorrect condition rating).

Didn’t find what you were looking for?

Contact our customer service — we’re happy to help!

• Email: info@emmystore.com
  
• Phone: +358 50 467 8628
• Hours: Mon–Fri 9:00–15:00 (EET)