Help Center - Search or browse below

Creating an account for our star rewards is simple, all you need is an email account and a password to go along with it!

If you've already registered an email account and password with us (for example when buying online) then you'll already be added to the rewards program as it integrates with any existing emporium account. If you're not sure whether or not you have an account already please see *this* guide.

To get started making an account, look for either the "Log In" button OR the Star Rewards icon on the bottom right of your screen.

(It looks like this)

Once you find one of those, click it and you'll be taken to either our login page, or the star rewards pop-up will appear. You should then be able to see a link that says "Create Account". Click that and you'll be presented with our registration page, you'll be prompted to provide your first and last name, your email address and a password of your choosing. Once all that's been entered, hit the "Create" button to finish. You may be prompted to complete a Captcha, this is just a feature that helps us prevent bots from making fake accounts.

Now you're all set!

If you think you might already have an account, checking is easy.

Follow the steps in the "How do I create an account" guide until you navigate to the registration page. Next try creating an account using the email address you suspect is registered. Once you complete the process, if the account is already registered, you will be redirected to the registration page and the message "This email address is already associated with an account. If this account is yours, you can reset your password" will appear.

From here, if you think you know your password you can go back to the Log In page, and log in as normal. If you've forgotten or would otherwise like to change your password, click on the "Reset your password" link, and follow the instructions on screen.

Before you can spend your stars, you need to know if you have enough to spend! Checking your balance is easy, just follow the steps below.

• Log in as described in our Log In/Create Account guide.
• Click the rewards icon.
• The rewards widget will pop up with your current balance, and the amount of stars you need to reach the next voucher tier!
  

Once you decide you're ready to spend your stars, log in and open up the rewards widget. Stars are redeemable in 3 tiers of reward voucher: 200, 500 and 1000 stars for a £10, £25 and £50 voucher respectively.

_{(Note that there is a minimum spend of £40 for the £10 and £25 voucher, and a £50 spend for the £50 voucher.)}

To use your stars, you need to redeem them for a voucher:

• Open the rewards widget
• Click the Redeem Stars tab
• Select a voucher and use the Get Reward button on the right to redeem the code. Select Yes when asked if you're sure you want to redeem.
  
• Once you redeem, the widget will switch tabs to the Discount Codes tab. If it doesn't automatically, you may need to manually switch.
• On the Discount Codes tab, find the code you wish to use and press the Copy to clipboard button. Once you have enough to meet the minimum spend in your cart and are ready to check out, head to the cart page.
• Paste the code into the discount box and press Apply. (On a PC, press CTRL+V keys, or right click and press paste. For Mac, use CMD+V keys or right click and press paste. For tablets and other mobile phones tap and hold the discount box until a prompt appears with the paste option.)
• The code is now applied to your cart and you're ready to proceed with the rest of the checkout process!
  

As part of our star rewards program, you can earn 200 stars on your birthday. However,  you first need to set your birthday on your account.

• Log in as you would to check your balance/redeem vouchers etc.
• Open the rewards widget.
• On the Earn Stars tab, you will see an entry in the table that reads "On Your Birthday" and a button in the same row that reads "Save Date".
• Click the Save Date button and you will be prompted to enter the month and day of your birthday.
• Once that's done, hit "Save Date" at the bottom of the widget and your birthday is saved! You'll now receive 200 stars to your account on that date.
  

Need to bring something back ? If you do, you'll be refunded by your chosen payment method and the stars you earned for that purchase will be removed. Any items in an order that you don't return will retain their stars earned!

Referring a friend is a great way for both you and your friend to get a little stars boost!

In order to be able to refer a friend, the friend you wish to refer must not have shopped with us before (i.e. they're not already on our shop system) or be already signed on to our rewards program. 

If that's the case, referring is as easy as sharing a link!

• Log in as normal
• Open the star rewards widget
• Find the "Refer a friend" row on the Earn Stars tab. It looks like this: 
• Click on the "Share Link" button, you will then be taken to your unique referral link and given the option to copy the link to your clipboard:

https://cdn.shopify.com/s/files/1/1600/0853/files/referral_link.png?v=16219

• Hit the "Copy to Clipboard" button and then paste that link in a chat (FB messenger, whatsapp web etc) with the friend you wish to refer! 
  
• When your friend clicks on the link they will be taken to a special version of the website, they then need to make an account and purchase something for you to receive your 200 referral stars! (Your friend will receive both the 200 sign up stars as well as 200 for being part of the referral!)
  

Absolutely! Just get in contact with our tech team and provide them with the two accounts, and specify which one you'd like to become your main. They can then close the other account to save any further confusion!

Unfortunately no, we are unable to add the birthday stars on once the date has passed.

Please note this policy is in place during the COVID-19 pandemic and is subject to change.

Returns & Exchanges

Online Purchases

We are happy to refund items bought online if they are returned within 14 days.

To be eligible for a return, your item must be unused and in the same condition that you received it.

To complete your return, we require proof of purchase. Please place the order slip you received back in with your return package.

If preferred, you can return items ordered online to us in person in-store.   

Please do not send your purchase back to the manufacturer. 

There are certain situations where only partial refunds are granted:
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

In-Store Purchases

*COVID-19 UPDATE*

In line with the government guidelines, we are currently not allowing customers to try on clothes in-store. Due to this we are offering a full refund if the items do not suit.

Purchases Made From 01/11/2020 - 26/04/2021
Returns on purchases made between these dates should be back with us by 10/05/21 in order to be refunded.

Purchases Made After 26/04/2021 (Shop re-opening date)
All purchases made after this date are subject to our 14 day returns policy.

Please note if you pay by cash, we can only offer you a cash refund if goods are returned in-store; in person. If that is not possible, our only option would be to offer a refund on to a gift card, as we are unable to send cash by post.

Return Postage

To return items, please send them to:

Emporium Boutique
88 Main Street
Prestwick
South Ayrshire
KA9 1PA

You will be responsible for paying for your own postage costs when returning your item. Unfortunately postage costs are non-refundable unless items are faulty.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are posting an item over £75, consider using a trackable delivery service. We cannot guarantee that we will receive your returned item.

If preferred, you can return items ordered online to us in person in-store.  

Non-Returnable Items

•  Items that have been worn. (Tags must be kept on. Footwear must be tried on inside).
•  Items that have been washed.
•  Items that have been altered.

We are happy to refund any items bought online provided they are returned within 14 days.

To be eligible for a return, any items to be returned must be unused and in the same condition it was received.

To complete your return, we require proof of purchase. Please place the order slip you received back in with your return package. Then post your return to:

Emporium Boutique

88 Main Street

Prestwick

KA91PQ

If preferred you can return your items to us in-store personally.

Please don't try and return your items to the original manufacturer.

Unfortunately in some situations we will only be able to offer partial refunds.

We are happy to refund any items bought in-store provided they are returned within 14 days.

To be eligible for a return, any items to be returned must be unused and in the same condition it was received.

To complete your return, we require proof of purchase. Please place the order slip you received back in with your return package.

During the pandemic we are currently unable to let customers try on clothes in-store. As such we are currently offering a full money refund if your chosen items do not suit.

Once that's all ready, bring your item(s) back down to the shop and we will be able to refund you on to the payment method you used. Please note there are some cases (e.g. where deals and offers have been applied) where we may have to refund part of the payment to a gift card.

If you are confused by or disagree with the amount you have been refunded after a purchase do not hesitate to get in contact with one of our team who will be able to explain.

In general our system refunds the amount proportionate to each payment method used exactly as it was when you purchased. However in some cases (i.e. when certain deals or offers have been applied) it splits the discount provided by the offer across each payment method equally. This can cause some confusion when it returns a lower than expected amount.

Currently we are unable to offer a tracking service for your orders.

We deliver through Royal Mail, and the service we use does not provide us any more detailed tracking information than "accepted at post office", "in transit" and "delivered" with signed delivery proof.

Firstly, if you're still waiting on an order, sorry about the delay!

There could be many reasons as to why your order has been delayed:

• There may be a large backlog of orders we need to work through. Our team is still quite small and during our busiest times we may struggle to keep up with packing and shipping.
• Check your chosen delivery method, we have had incidents of customers accidentally choosing to click and collect (for example when using express checkout, it saves the last delivery option chosen) and not realising they haven't chosen delivery (and vice versa, if you're waiting on a pickup notification).
• Similarly to above, check that the delivery address is the correct one.
• There may be an issue at the post office. We use Royal Mail to deliver our parcels and during this pandemic period they have faced issues with limited opening hours and large order backlogs. Once the parcel is with them it is out of our hands and as such it is difficult to provide an update on the package's status due to the limited tracking info. We would ask that you please bear with us and be mindful of the difficult conditions during this period.
  

Long Answer: During lockdown we operated a local delivery service (in conjunction with live product shows) where our own staff would make delivery runs, as delivery services were swamped. This also helped customers that were less comfortable with online ordering to still be able to shop for all their favourite items via the phone!

Now as we emerge from lockdown and people are able to get back in to the shop we cannot spare the manpower to offer the local delivery service as we're too busy serving all you lovely people in-store!

Just the same as a click and collect! Local pickup is just our system's way of describing it.

Simply place your order, make payment and we will notify you when your order is ready to be collected. We aim to have your order packed ASAP but this can vary during busier periods.

To use your gift voucher, simply copy the code from the card and paste it into the gift card discount box that appears towards the end of the checkout process (it's the one on the same page as the shipping info).

The box you want:

The box you don't want:

Please note that the payment methods highlighted have caused issues in the past with customers being taken past the shipping info screen and have thus not been able to use their gift cards.

If you've won a giveaway voucher during one of our live videos, or any other giveaway that we do, congratulations!

You use these vouchers just as you would a gift card, by entering the code into the gift card box at the end of the checkout, where the shipping info page is.

Take care if using any payment methods like Paypal as these can sometimes skip you past the shipping info page, as they usually store your delivery details for faster checkout.

If you're having an issue with one of our vouchers, don't hesitate to get in contact with our support team.

Be sure to also give these common troubleshooting tips a try:

• Ensure you're entering the code into the correct box - gift cards and giveaway vouchers you've won will go in the box near the end of the checkout, one-time vouchers and other promotional discount codes will go in the discount box in the cart page.
• Sounds simple, but it goes wrong more than you'd think: make sure you're typing/copy and pasting the code in correctly!
• Try using a different browser: Firefox, Chrome, Safari etc, sometimes this makes a difference to the computer gremlins.
• If you're trying to use offers in conjunction with each other, be aware they can sometimes cause each other to not meet their required conditions. For example a customer trying to combine a discount voucher, with an order that grants a free item past a minimum spend. If the discount voucher brings the cart value below the minimum spend required, the customer will not be able to receive the free item.

It depends on the code, things like the star rewards vouchers have a 2 year timer before they expire, built into them by the system we use to provide them.

Other offers we do may have a time limit, and it will be explicitly stated before you receive the offer.

Simple! Just hit the "Log in" button on the top right of the header bar.

Next, look for the "Create Account" link underneath the sign-in button.

You'll be taken to the registration page where you will be prompted to enter your first and last name, along with an email address and a password to create the account.

Once you've done that, hit "Create". You may be prompted to complete a Captcha, which is just a little test robots and computer algorithms can't complete, it's there to make sure it's a real person creating the account!

To reset your password, head over to the "Log in" page, once you're there look for the "Forgotten your password ?" link between the login text fields and the sign-in button.

Click that link, and you'll be prompted to enter your account's email address.

Once you've done that, hit the "Submit" button and you'll be emailed instructions and a link to change your password.

Enter your new password and repeat to confirm, then submit.

There's two ways you can join our mailing list:

Method one is to scroll to the bottom of the home page, and find our sign up box for the list. Once you have it, enter your email address, press the arrow to the right of the text box, then complete a Captcha. Once that's all done hit submit and you're signed up!

Method two is to proceed with shopping as you normally would, but once you get past the cart page look for the "Keep me up to date" checkbox. It looks like this:

If you're no longer interested in hearing from us, you can unsubscribe from our mailing list by opening one of our emails, scrolling to the bottom and clicking the "Unsubscribe" button.

It will be part of the small print near the bottom.

To change your saved details like names and addresses, simply log in as usual. You will then be taken to your account page.

On the left hand side of the page there will be a link that reads "View Addresses".

If you need to get in touch, you can do so through the following channels:

• The help centre live chat box on this page!
• Facebook Messenger: Our shop's facebook page.
• Email: send your questions to hello@emporiumboutique.co.uk
• If you're not a fan of conversations over text, you can phone us on 01292 677 991 (note that we might not always be able to answer your calls, please leave us a message!)
• Message our instagram account: Emporium Prestwick

You don't need to create an account to shop with us, no, but you will still need an email to check out as a guest in order to receive your order confirmations/pickup and delivery notices.

Our system will keep a record of your purchases that lets us find what you've purchased and so on. If you ever decide you want to make an account, simply use the same email address youve been using for guest purchases and you'll be able to see those past orders.

This also applies to any stars you may have earned when checking out as a guest, so there's a great reason to get making an account!

There's many reasons your page might not be displaying correctly, too many to mention them all here, but here's a short troubleshooting list of the most common solutions:

• Try refreshing your page. Sometimes things get a little hung up when trying to load and not everything displays correctly. Might happen if you're trying to view on an older device.
• Try a different browser. If you're using Firefox, give Chrome a try, etc. It's rare but some sites have trouble displaying properly on some browsers.
• Check your pop-up/cookie/adblocking settings. Sometimes one of these can cause things to display incompletely or not at all.
• Restart your browser/device. Either of these can work, usually inexplicably.
• If your browser or operating system needs an update, do it. This is a bit more of a long shot, but worth a try.

Generally, we can't say for certain whether or not an item will be restocked. Especially during the pandemic we're ordering smaller amounts and seeing how they perform so we don't overstock!

We're also limited by what our suppliers are able to provide to us during this period.

Yes you can!

During this pandemic period our exchange policy is the same for in-store and online, as people being unable to try items on complicates the process.

We recommend that you order the replacement size online as all our stock is live (messaging to ask for an item kept aside won't necessarily guarantee you the item, as it could be bought before someone can put it aside for you.) We can then refund you when we receive your return.

Unfortunately we can't, no.

We buy from our suppliers in set packages and are therefore unable to order specific sizes/colours of items. However if you leave your contact details with us we can let you know if an item you were interested in will be coming to the shop!