FAQ's
Cant find the answer you're looking for? Email me at contact@helloemu.co.uk or fill out the contact form here
General
What is Hello Emu?
Hello Emu is a small business established in 2020 by designer and creator Emma (aka Emu). We are based in the Cotswolds, UK, and specialise in both jewellery and knitwear, pastel colours and fun prints!
Can I find out more?
Sure you can! I have put together a small "About Emu" page here that you can peruse at your leisure.
Seen something at a market which isn't online?
You can still order it! A lot of my pieces are spur of the moment makes/designs which haven't made their way online yet. Describe the product you have seen in an email to contact@helloemu.co.uk or a message here, and I can set up a custom product order for you!
Do you sell wholesale?
Yes! I sell wholesale and I am always looking for new shops which want to stock Hello Emu! Email me at contact@helloemu.co.uk or fill out my form here so I can send you my wholesale information!
Are you sustainable?
Here at Hello Emu, I strive to be as sustainable and environmentally friendly as possible. All my products are made to order which cuts down on waste and goes against fast fashion. All of my products are made to last forever and not fall within fast fashion trends.
I have taken great care to ensure that my packaging is either reused or recyclable and I create as little waste as possible. All cardboard and paper can be recycled, and if plastic is ever used (which is very rarely and as sparingly as possible) it is either sourced from orders I receive or high street stores who would otherwise throw it away.
Design Rights and Intellectual Property
I own all of the design rights and intellectual property for all of my designs, imagery and text found on this website. Purchasing with Hello Emu does not provide the buyer with any rights to the design of the piece.
Jewellery
What is it made from?
My jewellery is made from a variety of materials including polymer clay, pearls and gemstones. The metal components are either gold/silver plated, sterling silver, or gold filled. Each product will have their materials listed.
Where is it made and by whom?
All of my jewellery is made piece by piece by hand and by me (Emu) in my home studio in Gloucester.
Can I request a different metal / chain length / finding?
Yes of course! All of my jewellery is hand made to order and therefore any of the parts can be switched out. I carry plated, sterling silver and gold filled components at all times, but if you would like a different metal all together, or a different finding, than I can order it in! Drop me a message here if you would like to switch any of the components.
Do you make Clip-Ons
Yes of course! All of my jewellery is hand made to order and therefore all earrings can be switched to clip-ons. I have clip-on ball studs, hoops, and flat stud backs in both silver and gold. Leave me a message at check out requesting which one you would like, or drop me a message here if you have any questions.
Can I request a custom design?
Yes you can! I am always up for custom designs in any shape or form. However, accepting the design request is at my discretion and will be rejected if it is a copy of someone else's work or isn't within my capabilities! Email me at contact@helloemu.co.uk with any ideas you have, the more details/images/references the better!
How can I care for my Jewellery?
Most of our products are handmade from polymer clay, designed to be lightweight yet strong and durable. Polymer clay is slightly flexible when cured meaning it withstands situations other types of clay would not; it will not shatter when dropped, and will bend before it breaks.
Harder materials such as metal can scratch the surface of your new Hello Emu goodies, and chemicals can damage their appearance. Store them away from sharp metal objects and jewellery to avoid surface scratches, and keep them away from perfumes, cleaning products and excessive amounts of water.
Try not to display your new purchases in direct sunlight to avoid discolouration.
How can I clean my Jewellery?
Surface dirt can be removed by gently wiping with a cotton bud dipped in water or a makeup remover.
Most metal components I use are made from hypoallergenic stainless steel, sterling silver, or gold filled. These should not discolour or rust and can easily be cleaned with a soft jewellery/silver cloth. The metal used will always be stated within the items description.
If you would like to switch out to a metal which will last longer or if you need any parts replaced then contact me at contact@helloemu.co.uk or pop by a market!
My jewellery has discoloured over time or broken, what can I do?
Depending on the material used, this can happen! If you live local to any of my markets then you can pop by and I can replace the parts.
If you live farther away or if your request is slightly more complicated, then drop me an email at contact@helloemu.co.uk or contact me here first! We can figure out how to get your product to me, fixed, and back to you again!
Knitwear
What is it made from?
All of our knitwear is made from 100% super soft acrylic. Some pieces such as the tote bags have an additional material such as cotton for the lining.
Where is it made and by whom?
All of my knitwear is made by either me (Emu) or my Head of Knitwear (my wonderful mum) in my knit studio in Cheltenham.
How is it made?
We use both domestic and slightly more advanced machines including: a knitting machine, a sewing machine, an overlocker, a linker, and many more which have escaped my mind!
Can I request a custom design?
Yes of course! I am always up for custom designs in any shape or form. However, accepting the design request is at my discretion and will be rejected if it is a copy of someone else's work or isn't within my capabilities! Email me at contact@helloemu.co.uk with any ideas you have, the more details/images/references the better!
Can I try on the knitwear?
If you stop by one of my markets (found here) you can try on any and all of my knitwear! I carry beanie hats, gloves, scarves, hairbands and tote bags at all times.
How can I care for my knitwear?
Our knits are made from 100% super soft acrylic yarn in a jacquard knit making them both durable and warm.
Hand wash your knitwear and dry flat to keep them looking fresh for as long as possible. Keep away from sharp objects to avoid pulling the yarn and keep away from fire for obvious reasons!
Try not to display your new purchases in direct sunlight to avoid discolouration.
Shipping
Where do you ship to?
I am currently only posting within the UK excluding Northern Ireland due to the new GPSR laws and uncertain times affecting international shipping. Sorry!
What's with the cost of shipping?
Shipping cost depends on the size of the product based on Royal Mail sizing guides and includes packaging costs. These prices are only ever going up at what seems an alarming rate, but I really do try to keep it as reasonable as possible!
How long until my order ships out?
All of my products are hand made to order to limit waste materials, and can take up to 7 working days to ship out to you because of this.
If you need your items earlier than this then please email me before ordering and I will let you know if that is possible!
When your order is shipped you will receive an email to inform you along with a tracking number if applicable.
Can I track my parcel?
If you have selected a tracked shipping option then YES! Your tracking number will be emailed to you when the parcel has left the studio.
How long will shipping take?
Shipping times may vary depending on where you are based, so please be mindful that shipping may take 1-3 days within the UK.
This does NOT include the processing time.
My parcel hasn't arrived... help!
The first thing to do when you have realised your parcel hasn't arrived is to check the tracking information sent to your email. If this does not help or it indicates it has been delivered already, check all of your safe spaces and ask your neighbours!
If you are still concerned and can't locate your parcel after this, get in contact with me and I can try and help!
Returns
Do you offer returns
If you are unhappy with your purchase once it is received, please let us know as soon as possible so we can try and resolve any issues you have.
Returns are accepted within 30 days of receiving your order as long as the item hasn't been used or worn. Shipping and payment of returns will be up to the customer if it has been confirmed.
I ordered by mistake! Can I get a refund?
If you are unhappy with your order in any way, you can cancel it within 24 hours of purchase for a full refund. You can do this by emailing contact@helloemu.co.uk or contacting me here.
It may take up to 7 days for the money to go back into your account.
Do you offer exchanges?
Yes and no! I don't offer direct exchanges, however you can request a refund on the product that you have received, send it back to me for a full refund, and then purchase the item you would like to exchange it for. This can be arranged by contacting me!
Shipping and payment of returns will be up to the customer if it has been confirmed.
Can I return earrings?
Yes if the earrings have not been worn! Unfortunately, if they have been worn I will not be able to offer a full refund, I can accept returns but you will be charged for the non-reusable earring parts due to hygiene reasons.