FREQUENTLY ASKED QUESTIONS
When I put something in my shopping bag, am I guaranteed that I will receive the merchandise?
The mere act of adding items to the shopping cart do not guarantee delivery of merchandise. In order to purchase any item in your shopping bag, you must complete the checkout process with valid payment information. Though we make every effort to ensure that you have a positive shopping experience with us, but unfortunately due to unique nature of items, they are not guaranteed in stock. You will be notified via email within 3 business days if we are unable to fulfill your order.
Can I ship my order internationally?
No. Currently, The Emperor’s Lane only operates in the 48 contiguous status of the USA, and we cannot ship to or receive returns from other countries/states outside of these contiguous 48 states.
Does The Emperor’s Lane ship to multiple addresses for the same order?
At this time, we cannot ship to multiple addresses for the same order.
What payment methods does The Emperor’s Lane accept?
We accept Visa, MasterCard, American Express, and Discover credit cards, JCB, Diner’s Club, Shopify Pay, Apple Pay, Google Pay and PayPal.
Can I use more than one form of payment?
You cannot use more than one credit card on a single order.
Is the credit card information I transmit secure?
The security of your personal information is important to both of us. We utilize PayPal and Shopify Payments to conduct all e-commerce transactions on our behalf.
How do I know that The Emperor’s Lane received my order?
Once we have received your order, an email confirming your purchase will be sent to the email address you provided during the checkout process. Please note this does not guarantee the merchandise is available.
Can I cancel my order?
Order can only be cancelled within 24 hours if it has not been shipped. Should you choose to cancel your order, you can go to My account or contact Customer Service at support@TheEmperorsLane.com within 24 hours of placing your order. Please review our Return, Change and Cancellation Policy for instructions and details.
Can I modify my order?
We cannot offer modifications to orders at this time via our website, but you do have the option to cancel the order and place a new one. Please review our Change and Cancellation Policy for instructions and details.
How long will it take to receive my order?
Order processing generally take approximately 1-8 business days and the transit times are dependent upon the shipping method selected. Few items may take longer to ship, please see the shipping details on the product. Our shipping times may be longer than indicated due to ever changing COVID-19 situation. We are making every possible effort to deliver your product safely and as quickly as possible. Thank you for your patience and understanding.
How do I track the status of my order?
Once we have shipped your order, you will receive an email update with shipping details and a tracking number. You may follow the link in the email to check the estimated arrival of your package or check the status under My Accounts on website. You also can enroll in SMS messages.
How do I return or exchange my order?
Our products are available in very limited quantities for only a short time; many of them being one-of-a-kind handmade artisanal pieces. Therefore, we are unable to offer exchanges once order has been shipped. Our Return Policy allows you to easily send the item back. We will provide an exchange if the item is still available, but you are still responsible to pay any difference in the product price, tax and the new shipping fee. Please note that we will not be able to offer you the exchanged product at promotional price if the new item does not qualify for promotional price and/or if the promotion has ended. Please refer our Return and Exchange policy for more details and instructions.
What should I do if I receive merchandise that is damaged?
All products are inspected prior to packing and we stand behind our merchandise. Should your items arrive in less than perfect condition, you will need to contact Customer Service at conceirge@TheEmperorsLane.com. Some brands like Steuben shorter notification timelines, please see our Return Policy for more details.
How beneficial is creating a customer account on The Emperor’s Lane?
With your personalized customer account on The Emperor’s Lane, you have access to an expedited check out process, ability to review your order history, and you’ll receive invitations to our exclusive promotional opportunities.
How do I unsubscribe from marketing emails?
You may opt out of all marketing emails by clicking on the unsubscribe button at the bottom of any of these messages sent to you. Please note that we will continue to keep you informed via email regarding the progress of your order.
What are Special Order Products?
Special Order Products are made to order international designer products.
Why do I see an Order Now button instead of Add to Cart Button on few products?
You will see Order Now button for all made-to-order international designer products. As these are international order which are non-cancellable and non-refundable order, we want to make sure you have all the details before you order. You can submit the order form or call our 1-833-2-EMPEROR (236-7376) and a concierge desk specialist will help you with all the order and pricing details.
How I get more information on Special Order Products?
You can submit the order form or call our 1-833-2-EMPEROR (236-7376) and a concierge desk specialist will help you with all the product and pricing details. They will also help you in placing the order.
How can I order Special Order Products?
You can submit the order form or call our 1-833-2-EMPEROR (236-7376) and a concierge desk specialist will help you with all the product and pricing details. They will also help you with placing the order.
How can I use multiple discount codes on a single order?
Discount codes do not stack. Only one discount at a time can apply to a single order. You will still get free shipping for items that are eligible for free shipping.
Will I get a gift card in mail?
Only Physical gift cards will be mailed. E-gifts cards issued by The Emperors’ Lane are electronic gift cards and code will be issued via email after order is placed. For e-gift card, you will get sperate email for each code.
How can I buy gift cards?
You can buy both digital (electronic, e-gift card) or plastic Gift Cards on TheEmperorsLane.com by clicking on the E-Gift Cards or Gift Cards link in the footer. You can also search gift cards and select the gift card to buy.
Can I buy multiple gifts cards?
Yes, you can buy Gift Cards with different denominations and quantity. We currently offer denomination from $25 to $1500. For e-gift card you will receive each code in a separate email. Example if multiple quantities are ordered then recipient will receive single code in each separate email.
How soon will I get my gift card?
E-Gifts Cards are sent in e-mail immediately. It may take up to 24 hours to get the gifts cards in email. Generally, Physical Gift cards will be dispatched in approximately 1-3 business days and the transit times are dependent upon the shipping method selected. Our shipping times may be longer than indicated due to ever changing COVID-19 situation. We are making every possible effort to deliver your product safely and as quickly as possible. Thank you for your patience and understanding.
How long is my gift card valid?
Gifts cards can be redeemed within 5 years from the date of issue.
Can I get a refund on my gift card?
Currently, we do not allow refunds on gift cards.
How I can send gift cards to multiple recipients in same order?
We cannot directly send gift cards to multiple recipients. However, for e-gift cards once you receive the email, you can send that gift card to recipient with your own custom message.
How can I add my custom message?
You should be able to add the custom message on the gift card product page. Recipient will receive email with the custom message. Once you receive the email, you can send that gift card to recipient with your own custom message also.
What happens if my gift card is lost or stolen?
If your gift card is lost or stolen, and you have proof of purchase, we will issue you a replacement for the balance shown in our records. Please call 1-833-2-EMPEROR (236-7376) or send an email to our email@example.com for any additional inquiries.
WHY DON’T I SEE MY SUBSCRIPTION EMAIL, ORDER STATUS EMAIL OR NEW CUSTOMER COUPON CODE?
Please check your spam box. You should have received an email from firstname.lastname@example.org. You can move the email to your inbox. You should also save email@example.com in your address book to ensure that you receive timely updates in future.
WHY IS IT TAKING ME LONGER TO GET SOME OF THE PRODUCTS IN MY ORDER?
We are making every possible effort to deliver your product safely and as quickly as possible. Shipping times may vary depending on brands. Please see shipping details on the product to get more information. Shipping times may also be longer than indicated due to ever changing COVID-19 situation.
MY PRODUCT IS ELIGIBLE FOR FREE SHIPPING BUT WHY DO I STILL SEE SHIPPING CHARGES IN CART?
To claim free shipping on eligible product, minimum cart total for free shipping products must be met. This minimum purchase requirement total excludes the products that are not eligible for free shipping. Please check to see if you have free shipping products in your cart that meet the minimum free shipping purchase requirement. For all other products standard shipping will still apply. Please see product’s shipping details for product specific shipping information.
HOW I CAN SEE IF MY PRODUCT IS ELEGIBLE FOR FREE SHIPPING?
You can find the information on product details page under the product name and in shipping details. You can also check for a note under the product name in shopping cart.
How do I enroll in The Emperor’s Lane rewards program?
It is easy to sign up for our rewards program. Simply click on the Rewards Program in the footer and fill out the registration information. You must be a legal resident of the forty-eight (48) contiguous United States, or the District of Columbia and be 18 years of age or older.
What incentives do I gain when I enroll in the reward program?
Our rewards program is a wonderful way to earn rewards by purchasing the items you love from The Emperor’s Lane. Once you have become a Member, you can begin earning up points the following ways:
- Join - you receive 100 points for joining our rewards program.
- Shop - every time you purchase a product from our online shop or a gift card, you earn one point for every whole $1 spent per order (excluding tax, shipping charges and fees).
- Refer friends - earn points for every friend who signs up for our rewards program.
- Share your birthdate and earn 100 points Follow/Like us Share on on our social media, earn 50 points each Sign up for our email list
Do I get automatically enrolled in the reward program if I create an account or place an order?
You will be automatically enrolled in our rewards program when you create an account with The Emperor’s Lane. You do not need to subscribe or place an order to register. You can register here. If you already have an account then you need to sign in order to join and earn rewards.
How do I accumulate reward points?
You receive 100 rewards points just for signing up. Then, every time you purchase a product or a gift card from The Emperor’s Lane, you earn one point for every whole $1 spent per order (excluding tax, shipping charges and fees). You can also earn points by referring friends, engaging with social media and signing for our email list.
Do my reward points ever expire?
Points will expire 18 months from the date they were first earned. You can keep track of your points, including the balance history and the dates when your points were earned on your Reward Account Page.
How can I access my rewards information?
You can access your rewards information by visiting your Reward Account Page. Click on the three bars to see the menu or click on the Earn, Referral or Claim tabs to check your rewards information. You will need to login in order to access your information.
How do I use my rewards points?
Your rewards points can be used to purchase products and gift cards from The Emperor’s Lane. You can redeem your points during the checkout process by simply adding items to your shopping cart, and clicking the “Checkout” button (if you’re not already signed in, the next screen will prompt you to sign in to your account). Continue through the checkout process. When you get to the Payment Details section, you’ll see a box that says “Slide To Select The Points” When you click it, your points will be used and the dollar value will be deducted from your order total. For more information, please read our Terms & Conditions. You should have at least 500 points in order to claim and see “Slide To Select The Points” option during checkout.
Can I choose to opt out of the reward program and still have an account?
Yes, you can opt out of the rewards program at any time by emailing us at firstname.lastname@example.org. You must email us from the same email address you used to create your account. It may take up to 15 days to remove you from our reward program list.
After enrolling, how soon can I access my rewards information?
You can access your rewards information immediately.
After enrolling, how soon can I use my rewards?
As soon as you have enough eligible points you are able to use them.
What happens to my rewards when I return the order?
You will forfeit your rewards if you return the order. If the order was partially paid by credit card then we will refund you the amount paid by credit card. Please note that the amount of refund depends on the refund terms of the product.
When will I see the rewards for the referral?
You will be see the rewards related to referrals 30 days after the order has been shipped to the referred person.”