FREQUENTLY ASKED QUESTIONS
EMMEBI ITALIA PRODUCTS
All Emmebi Italia products are made in Italian laboratories with exclusive and unique formulas. Therefore, all products are 100% made in Italy.
At the selected Emmebi Italia salons you will find expert consultants and professionals who will be able to advise you in the correct way, including with the aid of specific tools for analyzing hair and scalp.
In addition, you can contact our customer service at email@example.com who will always be available to answer all your requests.
Yes, all Emmebi Italia products expire after 5 years from the date of production.
However, we invite you to check the PAO (Period After Opening) on the product which will give you information on the safety period of the product starting from the date of opening of the same. You recognize it by the symbol in the shape of an open jar which, according to the European Regulation, must indicate the shelf life in months of the product after opening, written in numbers, followed by the letter “M”.
Emmebi Italia can no longer guarantee the safety of the product that could cause unwanted reactions on the skin, as it is not possible to know how it was stored after opening, nor the effectiveness of the performance and purity (it may have been contaminated by germs and bacteria).
Emmebi Italia products should be stored if possible in dry and well-ventilated places, at an ambient temperature that does not exceed 35 ° C, away from heat sources and not exposed to direct sunlight.
Make sure to close the containers well after use and respect the PAO indicated on the package. For some products in particular, please refer to the information on the packaging or product sheet.
Our formulas contain ingredients of the highest quality that comply with the current cosmetic legislation and are subjected to clinical tests that guarantee their safety.
However, it may happen that some particularly sensitive individuals have allergic reactions to certain ingredients.
In the event of adverse reactions, we suggest that you contact your doctor or a specialist immediately, indicating the INCI of the product that you find both on the label and on the Emmebi Italia website.
Some of our products have been developed precisely taking into account particularly sensitive skin.
Before purchasing our products, please contact our Customer Service or contact your dermatologist showing him the ingredients list.
The state of pregnancy and post pregnancy tends to change the natural state of the skin and hair which is important not to underestimate.
Before using Emmebi Italia products in this delicate moment, we recommend that you talk to your gynecologist or your doctor who will be able to advise you in the best possible way.
Emmebi Italia does not carry out or commission tests on animals.
All our products, in fact, comply with the current standards of the European Regulation on animal testing.
In recent years, Emmebi Italia has increasingly begun to develop “vegan” products that respect Nature without compromising professional performance.
Not all Emmebi Italia products can be considered vegan. We invite you to check the wording VEGAN on the product sheet of your interest.
Our products are born inspired by the precious ingredients that Nature offers us and which are included in the formula in the highest possible percentage.
To ensure the safety and professional performance of the product, in some cases the natural ingredients are blended with ingredients of synthetic origin that comply with the standards set out in the European Regulation in terms of ingredient safety.
If you are looking for a 100% natural and vegan line, we recommend the phyto-holistic wellness treatments by BioNature.
In almost all cases, the packaging is 100% recyclable and specifically designed not to harm the environment.
We invite you to check the wording on each package for details on the individual product.
THE INGREDIENTS USED IN EMMEBI ITALIA PRODUCTS
To find out about the ingredients contained in EMMEBI ITALIA products, consult the “ingredients” section on the product sheet where you can find both the list of main ingredients and the complete INCI list also shown on the label.
The INCI list shows all the substances included in the formulation of a cosmetic product, starting with the one contained in higher concentration and ending with that contained in lower percentage.
In each product sheet you will find a specific section where all the substances NOT contained within the product itself are indicated.
Furthermore, in line with the cosmetic regulation in force and with our desire for total transparency, you will find all the substances contained in the various formulas listed in the INCI present in the specific section of each product sheet.
In any case, for any doubt or need for further information, do not hesitate to contact our Customer Service at firstname.lastname@example.org and we will reply as soon as possible.
Parabens are esters that are often included in cosmetic formulas in order to avoid the proliferation of micro-organisms that could damage the product and the health of those who use it. Although Emmebi Italia is committed to including preservatives alternative to parabens in the new products, the existing products could contain them, albeit in compliance with current European regulations. You will find every indication on the packaging and in the INCI.
ACCOUNT AND NEWSLETTER.
We can’t wait to have you among us and joining us is very simple! Go to the homepage, scroll the NEWSLETTER section at the bottom of the page and enter the required data in the space provided. To prevent newsletters from ending up in spam, save our address in your favorite contacts.
Of course, you can unsubscribe from our mailing list at any time by clicking on the unsubscribe link at the end of each newsletter.
From the homepage, click on the icon at the top right that shows a little man. Then enter the requested data and click on SEND. Memorise your credentials or save them on your device to log into your account whenever you want.
You can change your personal data by logging into your Account with your credentials. Make your changes and remember to save them. The changes that will be made will NOT update any open orders, but will only be considered in subsequent orders.
From the homepage, click on the Account icon (the little man at the top right). Under the LOG IN button, you will find the message “forgot password?”: Click on it and follow the instructions to create a new password. Save your credentials in a safe place and use them to log into your Account.
We are sorry to see you go! Send the request to our customer service at email@example.com, it will be handled within 30 days of receipt.
Your feedback is important to us and leaving a review on our products is easy! Go to the product you want to review and scroll to the bottom of the page. Enter your evaluation in leaflets, your review, your name, your e-mail address and click on SEND.
If you have not found the answer to your questions in the FAQ section, write to our customer service at firstname.lastname@example.org.
Our team is at your service from Monday to Friday, from 9 to 12.00 and from 14.30 to 17.30 (except closures).
There is no minimum expense to purchase on our e-commerce. However, for all orders over € 25,00 Emmebi Italia offers you free standard shipping.
- Search for the product you want to buy in the shop, select size and / or quantity and add it to the cart.
- Repeat the same process for each product you want to buy.
- Once you have finished shopping, go to the cart (you will find the cart icon at the top right).
- Enter any promotional code (if you have it), click on APPLY CODE and then on UPDATE CART to see the total in the right column.
- Click on PROCEED WITH THE ORDER in the right column.
- Fill in the form with all the shipping and billing data (check that all the data are correct and fill in the notes field for information to the courier).
- When you are finished, click on PLACE ORDER.
- You will receive the order confirmation directly in your e-mail box within a few minutes.
- The order will be processed within 2 working days of receipt and delivered to our courier for shipment.
- You will receive an e-mail confirming shipment directly from the GLS courier which will also indicate the tracking code to be used to track your package.
- The package will be delivered to you in 1-3 days after shipment.
Unfortunately, it is not possible to cancel an order that has already been confirmed. Once received, the order is automatically forwarded to our logistics team to ensure fast delivery. However, you can always avail yourself of the right of withdrawal. For more information on Emmebi Italia’s return policy, please consult point 9 of the General Conditions of Sale.
Occasionally, orders or parts of an order are canceled from our system for various reasons such as:
- Item (s) no longer available in stock
- Difficulty processing payment information
- Wrong shipping address or not reachable by the courier
- Duplicate order for the same user
- Cancellation following a customer request
If your order is canceled, you will receive an e-mail notification explaining the reason for the cancellation. In this case, the canceled items will not be charged to you.
After placing an online order, you will receive a confirmation to the e-mail address provided during the purchase procedure. This e-mail also contains the order number. If you can’t find it in your inbox, try checking your spam folder. If you have placed the order with your account, you can also view the details by logging in with your account. For any problem, contact our customer service at email@example.com: they will know how to help you.
Our aim is to deliver your order as quickly as possible. Indicatively, you will receive your purchase in 3-5 working days from the date of receipt of the order. However, delivery times may vary for reasons independent of Emmebi Italia or during holidays, emergency situations or company closures.
Deliveries are made from Monday to Friday, approximately by early afternoon – excluding national holidays.
If you were not present at the address indicated in the order during the first delivery, the courier will attempt a second delivery attempt, approximately the next working day. If the second delivery attempt is also unsuccessful, the package will be left in storage at the GLS center closest to you up to a maximum of 10 working days and it will be your concern to collect it within this deadline.
Absolutely yes! Indeed, we advise you to enter specific and precise indications in the NOTES field to report to the courier for delivery such as:
- the possibility of leaving the package with the neighbor or at the concierge in case of absence of the recipient;
- the exact name on the intercom;
- the time slot (interval of not less than 2 hours) within the morning in which you would prefer to receive the delivery;
- the telephone number to contact in case of need;
the more accurate the information is, the sooner we will be able to deliver your order.
We ship online orders throught Italy expect for the following ZIP codes: 80071, 07046, 80070, 09011, 57032, 80073, 09014, 80074, 91023, 80075, 57030, 80077, 07020, 58012, 71040, 07024, 80076, 57031, 92010, 98050, 98055, 08020, 98050, 08024, 57034, 30100, 00036, 04027, 91017, 57025, 04027, 80079, 98050, 09017, 08020, 80070, 07026, 90010, 04020, 57034, 57031, 57030, 57033, 57036, 57037, 57038, 57039, 57030, 30010, 30133, 30100, 33050, 30012, 30100, 30142, 30133, 98055, 91010, 91023, 23030 .
Kindly note we currently don’t ship online orders outside Italy.
As soon as the order leaves Emmebi Italia, an e-mail will be sent to you by the GLS courier containing all the information on delivery and the tracking code in order to track your package.
Please note that the tracking code may not be immediately active upon receipt of the email, but it may take a few hours before this happens. Thank you for your patience. If your order has not yet been delivered, please contact the Customer Service, who will be happy to help.
The shipping cost is set at 6,00 Euros regardless of the area in which you reside. Shipping costs are free for orders over 25,00 Euros.
We invite you to check the packaging upon delivery of the package; in the event that the goods are damaged presumably due to transport you can refuse the delivery and immediately report the problem to our Customer Service. If you decide to accept the goods in any case, we invite you to challenge the courier for the unsuitability of the package by putting the words “subject to control of goods due to …” on the delivery document of the goods, of which you will have to ask for a copy.
If you find abnormalities or defects in the product you have received, we invite you to report the problem to our Customer Service and to follow the indications for complaints of defects that you find in the general conditions of sale. Remember to accurately report by mail the type of defect, the lot number and to attach a photograph clearly explaining the problem within 2 months from the date of discovery of the defect, with a written request by registered letter with return receipt.
Our Customer Service will evaluate the cases and will contact you to agree on the refund or replacement of the product within 7 working days of receiving the registered letter.
We invite you to consult point 12 of the Conditions of Sale for any further information.
You can exercise the right of withdrawal within 14 days from the date of receipt of the order, by making an explicit declaration to our Customer Service at firstname.lastname@example.org.The goods must be returned at your own expense to the following address:
EMMEBI ITALIA SRL,
Via Baraccone, 1
24050 Mornico al Serio (BG)
We suggest using a courier with a tracking service since the shipment and the relative cost are at your expense until delivery at the Emmebi Italia warehouse. The products must be returned to us intact, sealed, complete, unused and returned in the same condition in which they were delivered, always inside the original packaging. For more information on Emmebi Italia’s return policy, please consult point 9 of the General Conditions of Sale.
Any communication or complaint will be considered only if sent by e-mail, to email@example.com, or to our Customer Service. In the unlikely event of abnormalities or defects in the product you have received, we ask you to specify precisely in the communication the type of defect, the lot number and to attach a photograph that clearly sets out the problem. Our Customer Service will evaluate the case and will contact you to agree on the refund or replacement of the product. In the event of a dispute, we invite you to read more in point 17 of the General Conditions of Sale.
Unfortunately, it is not possible to make changes to an order. Once confirmed, the order is sent to our logistics team to be processed.
We invite you to promptly notify our Customer Service, specifying the order number, the name of the product ordered and the product actually received. You can contact us by e-mail at firstname.lastname@example.org or via Whatsapp at 3783027317 from Monday to Friday, from 9 to 12 and from 14.30 to 17.30. Our Customer Service will contact you as soon as possible to agree on the refund or replacement method.
The reimbursement in the event of a defective or incorrect product, if agreed or in the case of regular exercise of the withdrawal, is carried out by re-credit on a credit card or PayPal account depending on the instrument used during the purchase. The repayment times are on average 14 working days. For more information, visit the “General terms and conditions of sale”.
You can choose the payment you prefer between Credit Card (Visa, MasterCard, American Express) and PayPal. The costs of managing the order are always free.
It is not possible to make purchases using a VAT number on the Emmebi Italia e-commerce site. If you are a professional and wish to purchase our products, contact us at email@example.com and we will provide you with all the necessary information.
The online shop only sells products intended for the final consumer in the appropriate format. If you are a professional and are interested in our products, write to us at firstname.lastname@example.org specifying your business data.
In the bar at the top you will find the Salon Locator icon from which you can start the search for the Emmebi Italia Salons closest to you, simply by entering a departure postcode or by activating geolocation.
Emmebi Italia Academy organizes every year a dense and varied training program to guarantee a complete training, a targeted growth project conducted by a selected team of artists and educators who will help you express your talent.
For more information, contact Laura at email@example.com.