FAQ
Find answers to the most common questions
about our products, orders and services.
Orders & Shipping
How long will my order take to arrive?
We aim to process all orders within 1–2 working days. Once dispatched, delivery times vary depending on your location and selected shipping method.
United Kingdom
- Standard Delivery: 2–3 working days
- Express Delivery: 1–2 working days
International Orders
Delivery times vary by destination and will be shown at checkout.
Please note that delivery estimates may be affected during peak periods, public holidays, or unforeseen courier delays.
Do you offer free shipping?
Yes. We offer free UK standard delivery on all orders over £75.
For orders below £75, shipping costs are calculated at checkout based on your location and selected delivery option.
International shipping rates vary by destination.
Can I track my order?
Yes. Once your order has been dispatched, you'll receive a confirmation email containing your tracking information.
You can use this link to monitor your shipment and view the latest delivery updates from the courier.
If you haven't received your tracking email, please check your spam or junk folder before contacting our support team.
Do you ship internationally?
Yes. We ship to a range of international destinations.
Available shipping options and delivery costs are calculated automatically during checkout based on your location.
If your country is not available at checkout, please contact us and we'll do our best to help.
What happens if my order is delayed?
While we strive to meet all estimated delivery times, occasional delays can occur due to courier disruptions, customs processing, severe weather, or periods of exceptionally high demand.
If your order has not arrived within the expected timeframe, please contact our support team and we'll investigate the shipment on your behalf.
Can I change or cancel my order?
We begin processing orders as quickly as possible to ensure fast delivery.
If you need to change or cancel your order, please contact us immediately after placing it. While we cannot guarantee changes can be made once production or dispatch has begun, we'll always do our best to assist.
Will I be charged customs duties?
For orders delivered within the United Kingdom, no customs duties apply.
For international orders, customs duties, import taxes, or local handling fees may be charged by your country's customs authority. These charges are not controlled by Empty Space and are the responsibility of the customer.
We recommend checking your local import regulations before placing an order if you're unsure whether charges may apply.
Returns & Exchanges
How long do I have to return my order?
You have 14 days from the date your order is delivered to request a return. Items must be returned in their original condition, unworn, unwashed, and with any original packaging where applicable.
What items are eligible for return?
Most items can be returned within 14 days of delivery. We are unable to accept returns on products that have been worn, washed, damaged after delivery, or returned outside the return window.
How do I start a return?
To begin a return, contact our support team with your order number and reason for return. We'll provide instructions and guide you through the process.
When will I receive my refund?
Once your return has been received and inspected, refunds are typically processed within 5–10 working days. Funds are returned to your original payment method.
Do I have to pay for return shipping?
Return shipping costs are the responsibility of the customer unless the item arrives damaged, faulty, or incorrect.
Can I exchange an item for a different size?
We currently do not offer direct exchanges. If you'd like a different size, we recommend returning your item and placing a new order.
What is my items arrives damaged of incorrect?
If your order arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery. We'll work quickly to resolve the issue.
Can sale items be returned?
Sale items cannot be returned unless stated otherwise at the time of purchase. Any exclusions will be clearly communicated on the product page.
Products & Materials
What materials do you use?
We prioritise natural and responsibly sourced materials wherever possible. Product compositions vary by garment and are listed on each product page.
Where are your products made?
Our garments are produced in the UK through trusted manufacturing partners selected for their commitment to quality, responsible production, and durability.
How should I care for my garments?
We recommend following the care instructions provided on the garment label. Washing at lower temperatures and air drying where possible helps extend the life of your clothing.
What does "heavyweight cotton" mean?
Heavyweight cotton refers to a denser fabric construction that offers increased durability, structure, and longevity compared to lighter-weight alternatives.
How do your products fit?
Fit information is provided on every product page, along with sizing guidance to help you choose the right size.
Do you provide a size guide?
Yes. Every product includes a dedicated size guide to help you find your ideal fit.
Will my garment shrink after washing?
Our garments are designed to minimise shrinkage when cared for correctly. Following the recommended washing instructions will help maintain the original fit.
Why do natural fabrics vary slightly in texture or colour?
Natural fibres can contain subtle variations in texture, tone, and appearance. These characteristics are part of what makes each garment unique.
Payments & Discounts
What payment methods do you accept?
We accept major credit and debit cards, PayPal, Shop Pay, Apple Pay, Google Pay, and other payment methods available through Shopify Checkout.
Is my payment information secure?
Yes. All payments are processed through Shopify's secure checkout infrastructure using industry-standard encryption and security protocols.
Can I use more than one discount code?
Only one discount code can be applied per order unless otherwise stated.
Why isn't my discount code working?
Discount codes may have expired, reached their usage limit, or may not apply to the products in your basket. Please check the terms associated with the code.
Do you offer gift cards?
Digital gift cards may be available during selected periods. Availability will be displayed on our website.
Can I pay using Klarna of Clearpay?
Available payment options are shown during checkout and may vary depending on your location.
When will I be charged for my order?
Payment is taken at the time your order is placed.
Account & Checkout
Do I need an account to place an order?
No. You can complete your purchase as a guest without creating an account.
How do I create an account?
You can create an account during checkout or through the account section of our website.
I forgot my password. What should I do?
Select "Forgot Password" on the login page and follow the instructions sent to your email address.
Can I change or cancel my order after placing it?
We begin processing orders quickly. If you need to make changes, contact us as soon as possible and we'll do our best to help.
How do I update my account details?
You can update your account information at any time by logging into your account dashboard.
Why haven't I received my order confirmation email?
Please check your spam or junk folder. If you still haven't received it, contact us and we'll confirm your order details.
Can I change my shipping address after ordering?
If your order has not yet entered production or dispatch, we may be able to update your address. Contact us immediately after placing your order.
Sustainability
What does sustainability mean at Empty Space?
We believe clothing should be designed with intention, made responsibly, and worn for years rather than seasons.
How do you choose your materials?
We prioritise materials that balance comfort, durability, and environmental responsibility. Our goal is to create garments that stand the test of time.
Do you use organic cotton?
All of our garments use organic cotton. Material information is listed on each individual product page.
How do you reduce environmental impact?
We focus on thoughtful production, responsible sourcing, durable design, and reducing unnecessary waste throughout the product lifecycle.
Are your products made responsibly?
We work with trusted production partners who share our commitment to responsible manufacturing and ethical working practices.
What packaging do you use?
We aim to use packaging that is recyclable and designed to minimise environmental impact wherever possible.
How are your suppliers selected?
We choose suppliers based on product quality, manufacturing standards, transparency, and long-term environmental responsibility.
How are your garments designed to last longer?
We focus on timeless design, quality construction, and durable materials to encourage longer product lifecycles and reduce unnecessary replacement.
Printing & Design
How are your graphics printed?
Our designs are printed using water-based inks. Unlike traditional plastisol printing, water-based prints become part of the fabric rather than sitting heavily on the surface.
Will the print crack over time?
Water-based prints naturally evolve with wear. Over time, the print may soften and develop subtle character, creating a more lived-in appearance without the heavy cracking often associated with traditional prints.
Why do your prints feel different?
Because water-based inks are absorbed into the fabric, the garment retains its natural softness, breathability, and comfort.
Does fading mean the print is defective?
No. Gentle fading and natural evolution are part of the intended character of water-based printing and contribute to the unique story of each garment.
General
What is Empty Space?
Empty Space is a brand focused on intentional design, responsible production, and timeless clothing built for everyday life.
Where are you based?
Empty Space is based in the United Kingdom.
Do you ship internationally?
Yes. International shipping is available to selected destinations. Delivery options are displayed at checkout.
How can I contact your team?
You can reach us through our contact page or by messaging our support team directly.
How quickly do you respond to enquiries?
We aim to respond to all enquiries within 1–2 working days.
How can I stay updated on new releases?
Join our mailing list to receive updates on new collections, product launches, and brand stories.
Do you restock sold-out products?
Some products may return, while others are released in limited quantities. Availability is announced through our website and email updates.
here to help
Cant find what
you're looking for?
Our support team is available Monday to Friday
9am - 5pm (GMT).
FREE UK DELIVERY
On orders over £75
14-DAY RETURNS
Hassle-free returns
RESPONSIBLY PRODUCED
Thoughtful at every step