Frequently Asked Questions


What payment methods do you accept?

We currently accept payments with Visa and MasterCard as well as PayPal.

If you have our gift card, you can use it for a full or partial payment of your order, however, you cannot use multiple gift cards at the same time.

My credit card was declined, why?

In rare cases credit cards can be declined, often due to a mistake while typing in your card details. Make sure you enter your card details correctly as they appear on your card. Do not use any special characters. (for example, ā, č, ē, ī etc.)

Other common reasons:
> Reaching the account spending limit
> Entering the wrong card number
> Entering the wrong expiration date
> Entering the wrong CV2 security code
> Having a security setting in place to block online purchases

If you are still not able to pay for your order, please contact our customer service team, and we will be able to help you with your issue.

What currency are your prices in?

All prices on EMPEROZ are stated in EUR and inclusive of all the taxes. Currently there is no option to switch to other currency. The credit card transactions are always charged in EUR, so if your card is in another currency, your bank will automatically convert upon payment. You should contact your bank about exchange rates.

What is your refund policy?

We offer 30 days refund guarantee. We want to make sure that you always have exactly what you want. If you decide that a product you ordered isn't what you need and you haven't opened it, we can issue a refund, exchange or issue store credit equal to the price of the product. What you choose is completely up to you.

Please see our "Refund Policy" help section for more detailed information.

Ordering & Order Status

How to place an order?

Making an order is very easy and consists of these steps:

1. Simply go through the products listed at our site, either by category, browse all or search by keyword.
2. When you come across something you wish to buy, simply add the product to the cart, after selecting product options where appropriate if any.
3. Once you are ready to finalize your order, click the checkout button and follow the steps presented on the checkout page. The choices offered there may vary slightly depending on the country you wish your purchase to be delivered to, like shipping method, payment options etc.
4. Before submitting, you will have the chance to review your order and delivery details, please make sure that all information is correct there, make edits if needed.

Our site is set up so that only items that are in stock can be purchased from our site, so as soon as you checkout you can be assured that we will be getting your order ready for dispatch straight away. Please note that on a rare occasion there may be a reason why we can't get your order ready straight away, but if this happens, we will contact you immediately.

Can I check out without creating an account?

Yes! You can purchase products without creating an account. It's super easy and doesn't require any additional information other than the one needed for your order. No login, no creating a profile, just simply buy and go!

Note that creating an account does bring some benefits, like order history, order tracking, saving of addresses for faster future order checkouts.

Can I place the order by phone?

All orders have to be placed online. However, you are always welcome to call us in case you need any guidance or help with placing an order.

I have not received order confirmation email!

Order confirmation email is sent automatically as soon as the order is placed and should be delivered to your inbox almost instantly. Before anything, please check your spam and junk folder as some email filters can trap such transactional emails there. If the email is not there, then the problem could be due to some technical issues. You can always view your order and check its current status in the customer account, but if you ordered as a guest without creating an account, please, contact us and we will resend order confirmation for you.

My order has not arrived yet!

Delivery delays are a rare occasion, and usually quickly resolvable as most of the packages we send are trackable.

Most of the time, when delays occur, they are for reasons beyond our control (for example, due to holidays or very bad weather ), which affect the delivery time. If your order status has changed to "FULFILLED" and you still have not received it after the estimated delivery date, please contact us and we will do everything we can in order to help you.

My package has been returned to you, what now?

If you somehow did not manage to pick up your package on time it will be returned to us. If that happens we can send the package back to you, or refund your order, and you can place the order again. You may be liable to pay return shipping expenses, please, refer to our return policy or contact us for more information.

How can I check my order status?

Sign in to your customer account to view your current order status or past order history. From there you can view current status of your order and find tracking information if order is already sent. You can track your order here for DPD.

What do the different order statuses mean?

There are multiple statuses for your order depending on which stage of processing it is at. Below is a list of the statuses you will see when checking your order's progress.

Pending - each new order placed will enter the system with this status. This status means that additional input is needed in order to further process the order. If you chose to pay by Bank transfer, this is the status you will see until we receive and approve your payment.
Unfulfilled - this status means that the order is fully paid for and currently being prepared so that it can be shipped.
Fulfilled - your order has been shipped and will arrive with you in the specified time frame. Please note, your order cannot be amended at this stage.
Canceled - your order has been canceled due to your request or automatically if payment has not been received within 3 working days.

Please contact us if you believe that your order is in wrong status or status has not progressed in timely manner.

Can I cancel my order after I have placed it?

There is a limited time window in which you can cancel or alter your order. Please log into your customer account and check the current status of your order. If the status shows Pending or Unfulfilled we might be able to cancel or alter your order – please contact us, but if status shows Completed, then unfortunately its too late to make any changes.

You can always return your order to us once you've received it. For more information on how to return your order click here.

I ordered the wrong product!

Please contact us as soon as you discover mistake in your order. If your order is in processing stage, we might be able to make required changes, but as soon as we complete and ship your order, it cannot be amended anymore.

You can always return your order to us once you've received it. For more information on how to return your order click here.

Can I change shipping method or address?

Once the order is placed, you cannot change its delivery details by yourself. There is a limited time window in which you can cancel your order, but you must contact us as soon as possible. If order is already processed and shipped then, unfortunately, it’s too late even for us to make any changes. In this situation, we can ask delivery company to return package back to us and resend it as soon as we receive it. You will be liable to pay return-shipping fees in this situation. Please, refer to our return policy or contact us for more information.


Which countries do you ship to?

Currently, we can ship to the European Union (excluding the Canary Islands). Unfortunately, we won't be able to deliver if your destination is outside the EU.

What are the shipping costs?

We are based in and our primary market is Baltic States, so naturally deliveries to Estonia, Latvia and Lithuania will be the quickest and least expensive, but we always try our best to offer attractive and competitive shipping prices to all other destinations within EU.

The following information shows the estimated shipping costs and delivery time:

Latvia - €2.90 - 1-3 business days
Rest of the EU - €5.00 - 3-7 business days

*Orders above 100€ receive free shipping!

Please note that shipping costs are based on a number of factors such as shipping method you choose and the weight of the parcel.

Exact shipping costs are calculated during the checkout.

When will I receive my order?

Once the order is sent out from our warehouse, you will receive a notification with a tracking number.

Shipping table shows current delivery times. You can also login to your account to check the status of your order.

Latvia - 1-3 business days
Rest of the EU - 3-7 business days

Please note that while we do our best efforts to deliver your purchase within the estimated timeframe, despatch and delivery times are estimates only and are not guaranteed. Stated delivery time excludes weekends and public holidays.

What is my tracking number?

When we will process the order you will receive a track & trace number with ‘Shipping Confirmation’ email and SMS or email. There you'll also find a link that you can use to view the tracking information.

Please note, that in some cases it can take up to a day before you are able to see the tracking number online. However, sometimes an error may occur due to the carrier. Therefore, we advise you to contact us if you are not able to track your shipment with provided track & trace number even 24 hours after dispatch.