Customer Service & Contact

Contact Use the web form on this page or email us at [email protected] or call us on  +31 346 250 292 (Mon-Sun between 09:00 and 22:00) 


On this page you will find all information about ordering, paying, sending and returning if you do not like the product or if it is defective. The most important regulations from our general (sales and delivery) conditions and our privacy policy are here in clear language, so that you know what you can expect from us! Is your question not listed? Then contact us (see contact details).

1.1 How can I contact EME Napoleon?
  • We are available 7 days a week (by telephone and by e-mail) from 9 a.m. to 10 p.m.
  • The best to contact us is by contact form which you can find on this page.
  • You can call us on +31 346 250 292 or +31 651 858 706
  • You can send an e-mail to [email protected]
  • You can also contact us via WhatsApp +31 651 858 706
  • We do not have a store but you can always visit us after you have made an appointment with us.
1.2 Does EME Napoleon also have a store or is the cutlery available in a store?
  • There are several stores that sell EME cutlery of the Napoleon type.
  • Unfortunately, we cannot tell you which stores they are because they do not buy from us but directly from the EME factory in Italy.
  • The range of colors and types of cutlery in the stores is limited. 
  • Through this webshop you can buy an extensive assortment in all available colors. 
  • EME Napoleon does not have a store that you can visit. However, it is possible to visit EME Napoleon in the Netherlands after you have made an appointment.
1.3 I have a complaint. What should I do?
  • Are you not satisfied with your order or do you have a complaint? Then let us know. First we try to work it out with you ourselves to resolve the complaint. You can call us or send an email (see contact details).
  • If we cannot resolve it together, you have the option of having your complaint handled by the independent disputes committee appointed by "Stichting WebwinkelKeur". The decision is binding and both EME Napoleon and you agree with this binding decision. There are costs associated with submitting a dispute to this disputes committee that you must pay to this committee.
  • If you are not satisfied with the handling of your complaint, you can also submit your complaint to the ODR (Online Dispute Resolution) platform of the European Commission
2.1 How can I order?
  • We only sell our items online. 
  • Do you need help? Please contact us (see contact details). We are happy to help you with your order. 
  • We do not have a store that you can visit. However, it is possible to visit us after you have made an appointment with us.
  • We do not have a store that you can visit. However, it is possible to visit us after you have made an appointment with us.
  • We also sell through other sales platforms, such as Amazon. Of course you can order via these platforms. We would like to point out that the prices are slightly more expensive, because platforms demand a fee.
  • The orders via these platforms are forwarded to us and processed by us. So it does not matter whether you place the order through a platform or directly with us
2.2 (How) Can I get a discount?
  • We are often asked if a discount can be given.
  • Apart from the discount promotions, organized and communicated by us, we do not provide discounts.
  • Do you want to stay informed about discount promotions? Then subscribe to our newsletter. We have a discount campaign around 4 times a year.
2.3 How can I pay my order?

In our webshop we use different payment methods:

  • Ideal
  • PayPal
  • Klarna Achteraf Betalen
  • MasterCard
  • Visa
  • Maestro
  • Bancontact/Mister Cash
  • Sofort Banking
  • Belfius
  • KBC
  • Cartes Bancaires
2.4 The product is defect. Do I have a guarantee?
  • We provide a standard 1 year warranty on the cutlery.
  • Damage due to incorrect use or maintenance (see our maintenance instructions) is not covered by the warranty.
  • If the product is defect you must first contact us about the defect (see contact details).
  • Returning is free in the case of a defect covered by the warranty.
  • We will replace or reimburse the product as soon as possible.
  • In the event of a guarantee, you will be reimbursed the full purchase price, the previously paid shipping costs and the shipping costs for returning.
2.5 How can I cancel my order or return my product(s)?
  • If you are not satisfied and wish to cancel the purchase or exchange the product, you can send it back to us.
  • You must let us know within 14 days after receiving your product.
  • Please go to our online return form.
  • After this notification you have (another) 14 days to send the product to us.
  • After the notification of the return, we will send you a return label.
  • The costs for this shipping label are for your own account, unless we have sent you the wrong product and the product needs to be exchanged.
  • You must return the product unused, undamaged and in its original packaging.
  • You can deliver the package to a Post agency.
  • Used or damaged products are not taken back.
  • As soon as we have received the product, you will receive a confirmation.
  • If you have opted for an exchange or other product, we will send it to you as soon as possible after receiving your product.
  • Did you return the product because you do not longer want the product and you want to cancel the purchase? We will refund the purchase amount to your bank account as soon as possible.
  • Did you return the product because you do not longer want the product and you want to cancel the purchase? We will refund the purchase amount, excluding the previously paid shipping costs, to your bank account as soon as possible.
3.1 When will my order be sent and delivered?

Click here to track your package

  • Products are sent from our warehouse in the Netherlands with PostNL. 
  • If you are not at home, the carrier will try it again later. It is usually possible to choose your next delivery time on the website of the carrier.
  • If you are not at home on a second attempt, the carrier will take the order back and you can pick it up at the nearest pick-up point of the carrier.
  • If the product is in stock, it will usually be delivered to you between 1 and 3 business days.
  • We send orders by registered mail.
  • You will always receive a shipping confirmation.
  • You will also receive an email with a link ('track & trace') so that you can track your order yourself.
3.2 How much are the shipping costs?

An overview of the shipping costs can be found here. These are calculated automatically in your shopping basket.

Belgium and Germany€ 9.00:

EUR1 countries: € 18.00
(Denmark, France, Monaco, Italy, Luxembourg, Austria, Spain, Portugal, United Kingdom, Sweden)

EUR2 countries: € 25.00
(Bulgaria, Estonia, Finland, Hungary, Ireland, Croatia, Latvia, Lithuania, Poland, Portugal, Romania, Slovenia, Slovakia)

EUR3 countries: € 30.00
(Albania, Andorra, Bosnia and Herzegovina, Cyprus, Gibraltar, Greece, Greenland, Iceland, Liechtenstein, Macedonia, Malta, Moldova, Montenegro, Norway, Ukraine, San Marino, Turkey, Vatican City, Belarus, Switzerland)

World (other): € 35.00

3.3 I have not received my order. What should I do?

Please contact us in the following cases (see contact details):

  • If you do not have a track & trace code and you have not received your order within 5 days after the shipment confirmation.
  • If you have received a track & trace code, but if it no longer shows any further information or progress (the status remains unchanged).
  • If according to the track & trace code the package would have been delivered, but you did not receive it.

What are we doing?

  • We contact the carrier and request for an investigation. 
  • The investigation can take a few days to a couple of weeks.
  • If the investigation shows that the package was lost during transport, we will send you a new product free of charge as soon as possible.
  • If we cannot deliver the product (not in stock) or if you no longer wish to receive the product, we will refund the purchase amount to your bank account.
4.1 How do you handle my personal / private data?
  • If you place an order or contact us, your personal / private data will be saved by us.
  • We handle your information with the utmost care. These are not provided to third parties.
  • Your e-mail address is saved by us, so that we can send you offers and discounts by e-mail (newsletter).
  • You can always unsubscribe. You will then no longer be approached by us.
  • Our site uses cookies. This is a small file that is sent by our website. We use cookies to facilitate the use of our web store, to facilitate logging in to our website and to remember your settings and preferences.
  • You can disable these cookies through your browser, but this can negatively influence the functioning of our website.
  • A cookie also makes it possible for us to make visitor statistics. This gives us insight into the number of visitors and which pages or products are visited.
  • Do you not want us to save your data? Then contact us. We delete your data and will no longer store a cookie.
4.2 How do I know that EME Napoleon meet the new requirements of privacy legislation (GDPR)?
  • We have adjusted our privacy policy to the new legislation that came into force on May 25, 2018.
  • An external legal consultancy has tested our policy and working method.
  • They have issued a certificate proving that we meet the latest legal requirements.
  • You can view this certificate here
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