Frequently Asked Questions

Frequently Asked Questions (FAQ)

emma-andrew – Your Style, Your Way We’re here to make your shopping experience simple and enjoyable. Whether you are eyeing our signature Cowboy Boots or picking out a new accessory, we want you to shop with confidence.

1. Where do you ship?

We currently offer shipping services exclusively within South Africa. We are dedicated to delivering your favorite styles right to your doorstep.

2. Do you charge for shipping?

No! Shipping is always free on all orders—no minimum purchase required.

3. How long will my order take to arrive?

Expect your order to arrive within 5–10 business days. The timeline is broken down as follows:

  • Order Cut-Off: 5:00 PM (SAST). Orders placed after this time will begin processing the next business day.

  • Processing: 1–3 business days (Monday – Friday).

  • Transit: 4–7 business days (Monday – Friday).

4. Can I track my order?

Yes! Once your order ships, you will receive a confirmation email with a tracking number. Please allow up to 48 hours for tracking updates to appear on the carrier’s website.

5. Can I change or cancel my order?

Because we process orders quickly to ensure fast delivery, we generally cannot modify or cancel an order once it is placed. If you made a mistake, please contact us immediately at support@emma-andrew.com, and we will do our best to assist you before it ships.

6. What is your return policy?

  • 30-Day Window: Returns are accepted within 30 days of delivery for unused and unworn items in original packaging.

  • Shipping Costs: Return shipping costs are the responsibility of the customer if the return is due to personal preference (e.g., wrong size or style).

  • Refunds: Once inspected, refunds are processed within 10 business days to your original payment method.

7. What payment methods do you accept?

We accept secure payments via:

  • Credit & Debit Cards: Visa, MasterCard, American Express (Amex), and Maestro.

  • All transactions are processed in ZAR (South African Rand).

8. Is my personal information safe?

Absolutely! We use industry-standard SSL encryption to protect your data. Your payment details are never stored on our servers.

9. Do you offer gift cards?

Not yet, but we are working on it! Stay tuned for the launch of our digital gift cards soon.

10. How can I contact customer support?

We are here to help! Reach out to us via:

Trade name: emma-andrew
Business name: MIDDLETON LIMITED

Phone number: +32495341349
Email: support@emma-andrew.com

Business address: 
Flat 5, 4/F,
Won Hing Building,
74-78 Stanlet Street,
Central,
Hong Kong

Business Registration number: 80285400
License number: TC000807

Business Hours: Monday – Friday | 9:00 AM – 5:00 PM (SAST)