Frequently Asked Questions
Quick answers to the questions our customers ask most. Cannot find what you need? Email [email protected] — we typically reply within four working hours, in any of 19 European languages.
Ordering
How do I place an order?
Browse the catalogue, add items to your cart, and proceed to checkout. You can check out as a guest or sign in to your Emporiqa account to use saved addresses and order history. The site is available in 19 European languages — switch via the language selector in the footer.
Can I change or cancel an order after placing it?
Contact us as soon as possible at [email protected] with your order number. Most orders are dispatched within a few hours, so we cannot guarantee changes once a label has been printed. If the parcel has already left our warehouse, you can refuse delivery or use the standard 30-day return process — see our Return Policy.
Do you sell to businesses?
Yes. Add a valid EU VAT identification number at checkout to receive a reverse-charge invoice for intra-Community supplies. For volume orders, see the Wholesale Program.
Can I get an invoice with my company name on it?
Yes. At checkout, tick Business order and enter your company name, billing address and VAT identification number. A compliant electronic invoice is generated for every order and is available in your account under My Orders. See our Billing Policy for details on VAT and invoicing.
Shipping and delivery
How long does shipping take?
Standard shipping within the EU/EEA takes 3–6 business days, express 1–3 business days, and priority next-day where available. UK and Switzerland take 4–7 business days under DDP terms.
Do you ship to my country?
We ship to all EU and EEA countries, the UK, Switzerland and many worldwide destinations. The full list and rates appear at checkout once you enter a delivery address.
How do I track my order?
You will receive a tracking link by email when the parcel is dispatched. You can also follow shipments from the My Orders page in your account. Tracking notifications and customer support are available in 19 European languages.
Will I have to pay customs fees?
Within the EU/EEA there are no customs duties at all — these are intra-Community shipments. For UK and Swiss deliveries we prepay duties and import VAT under DDP (Delivered Duty Paid) terms, so there are no surprise fees on delivery. Other worldwide destinations may incur local import charges payable on delivery.
What if my parcel is delayed or never arrives?
If we cannot deliver within the agreed period, EU/EEA consumers may set us an additional reasonable period and, if that also passes, cancel the contract for a full refund (Art. 18, Directive 2011/83/EU). Contact [email protected] with your order number and we will sort it out.
Returns, refunds and warranty
What is your return policy?
You have a statutory 14-day right of withdrawal as an EU consumer (Directive 2011/83/EU), which we extend to 30 days as a goodwill gesture for most products. See the Return Policy for full details.
How long do refunds take?
We refund within 14 days of receiving the returned item, typically 3–5 business days. Funds appear on your statement within a further 1–10 days depending on your bank. See the Refund Policy for the full timeline.
How long is the warranty?
All products sold by Emporiqa carry the EU 24-month legal guarantee of conformity under Directive (EU) 2019/771. Many manufacturers also offer additional voluntary warranties, listed on the product page.
Do you offer extended warranty?
Yes. For eligible electronics we offer Emporiqa Care extended-warranty plans of 12, 24 or 36 months on top of the statutory guarantee. Plans are shown on the product page and at checkout, and can be cancelled at any time from your account in a single step.
What if my product needs repair?
Our in-house repair partner network handles common phone, laptop and headphone fixes across Europe with 5–10 day turnaround. From 31 July 2026, EU consumers also benefit from new rules under Directive (EU) 2024/1799 (Right to Repair) strengthening the right to have goods repaired during and after the legal guarantee period. See the Sustainability page for our repair commitments.
Payment and security
Which payment methods do you accept?
Visa, Mastercard, American Express, Maestro, PayPal, Apple Pay, Google Pay, SEPA Direct Debit, SOFORT, iDEAL, Bancontact, Giropay, EPS, Przelewy24, Klarna (Pay in 3, Pay in 30, Financing) and Emporiqa gift cards. Available methods depend on your country.
Is checkout secure?
Yes. All payments use TLS encryption and PSD2-compliant strong customer authentication (3-D Secure). We never store full card numbers — payments are tokenised through PCI DSS Level 1 providers.
Can I split a payment over time?
Klarna Pay in 3 and Klarna Financing are available at checkout in most EU countries, subject to credit assessment.
Account and orders
Do I need an account to shop?
No — guest checkout is fully supported. Creating an account lets you track orders, save addresses and reorder previous items.
I forgot my password — what now?
Use the Forgot password? link on the sign-in page. We will email a secure reset link valid for 30 minutes.
How do I update my email address or shipping addresses?
Sign in, open Account settings and edit the relevant section. Email-address changes require confirmation through a verification link sent to the new address.
How do I delete my account?
Email [email protected] and we will erase your account in line with GDPR Article 17, keeping only legally required transaction records (10 years for invoices under HGB §257). See our Privacy Policy for retention details.
Discounts and gifting
Do you offer a student discount?
Yes — 10% on full-price products and 5% on already-discounted laptops, tablets and smartphones, year-round and verified through a third-party partner so we never see your raw documents. See Student Discount.
Do you sell gift cards?
Yes. Digital and physical gift cards are available from €25 to €500, valid for 24 months from purchase (we extend to 5 years as a customer-friendly default). See Gift Cards.
Sustainability and recycling
Can I recycle my old device?
Yes. Through our circular trade-back programme you can send eligible devices back for free and receive store credit, or hand them over to your local WEEE collection point under Directive 2012/19/EU. See Sustainability for our full programme.
Accessibility
Do you support accessibility needs?
Yes. The site targets WCAG 2.2 AA. We also offer text-relay support, German Sign Language video calls and simplified-language replies. Mention your preferred channel in your first message and we will arrange it.