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    FAQ

     

     

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    How do I make a purchase?

    Making a purchase is easy.

    For desktop users, click on the links below the logo to navigate between garment categories. For mobile and tablet users, simply click the ‘Menu’ button to the left of the screen. A sub-menu will appear containing product categories for you to select.

    Can I order by telephone?

    For now, unfortunately it is not possible to make an order by phone.

    Instead, you can order on our website as a visitor, without having to sign-up with a new account.

    How do I find a specific item?

    There are various ways to find a specific product.

    You can use the site ‘Search’ function to search by name or keyword.

    If you are still having trouble finding a specific product, you can also use the category links located in the “Shop” sub-menu.

    Failing this, please email contact@ematconcept.ro, a representative from our customer service team will be happy to assist in searching for a specific item.

    What if an item is out of stock?

    If the item you are looking appears out of stock online, please email contact@ematconcept.ro, a representative from our customer service team will be happy to assist in checking physical stock availability.

    Please be aware that even if the product is in your shopping bag it isn’t reserved and will therefore be available to other customers while you are browsing.

    What payment methods are accepted on www.ematconcept.ro?

    For electronic payments, we accept Maestro, Visa, Visa Electron and Master Card.

    We accept also cash payment at parcel arrival to your address, at courier.

    You can also choose payment by direct bank transfer.

    When will my card be charged?

    When you choose to pay by WIRE transfer, your card will be charged after your order has been placed.

    We will need a confirmation from the bank for successful payment and then we can deliver you the order.

    How will I know if you have received my order?

    After you place your order, you will receive an Order Confirmation email from us acknowledging that your order has been received. This does not mean that we have accepted your order.

    Only after the item(s) have been verified for availability in our warehouse, delivery address has been verified and your credit card details have been approved will your order be accepted and the item(s) shipped. At which point you will receive a second email from us confirming your order has been dispatched, namely Order Dispatch Confirmation. Should any of the item(s) you have ordered be unavailable you will be quickly informed of the out-of-stock piece(s) and your payment for the item(s) will not be processed.

    Can I cancel my order?

    We are pleased to accept cancellations, for any reason, up to the moment your order has been processed by our team, meaning before we send you the Order Dispatch Confirmation email. After that, you cannot cancel your order, but you may return it if you wish. For instructions on how to do this, please refer to our Returns Policy.

    Do I have to sign for delivery?

    We will require a signature upon delivery of your order.

    Are there differences between images displayed on website and the real garment?

    Yes, there may be differences between what the customer sees on the website and the actual piece of clothing because the images displayed are only prototypes, not the real garment that is dependent on several other factors (customer size, screen settings, manufacturing process, photography process etc.).

    What happens if I cannot remember my password?

    If you have forgotten your password you can request a new one to be sent to you. Simply click ‘Account’ on the top left hand-side of the page and click on “Forgot your password?”

    Is my personal information kept private?

    Please be assured that we consider all of the information you share with us to be totally private and confidential. At no point will we share, rent or sell your personal information without your consent. For further details, please read the SC TEMAVAN CONCEPT SRL Terms and Conditions statement.

    In order to register as a user of www.ematconcept.ro, we ask you to provide us with your name, mailing address and email address. If you consent upon checkout, we may use these details to inform you of new goods and services via email. If at any point you do not wish to receive such emails, please send an email message to contact@ematconcept.ro.

    In order to process credit card orders online we require additional information including your billing address, shipping address, telephone number, credit card number and credit card expiration date. We will use your billing and credit card information to process your order and inform you of its delivery only. Please note that SC TEMAVAN CONCEPT SRL does not keep any of your payment details on the www.ematconcept.ro website, and therefore these details are protected from any breach of security on the www.ematconcept.ro website. Navigational information is used only for internal purposes to enhance the customer shopping experience and site usability, and will not be shared with any outside parties.

    How do I contact customer care?

    If you have any questions which are not already answered on the above FAQ list, please contact us at Customer Care by email at contact@ematconcept.ro. We shall respond to your request during our office hours of 09.00 – 18.00 Monday to Friday (excluding legal holidays).