Refund policy
Our Policies
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us first at emma@emmelody.com. If your return is accepted, we will ask you kindly to provide your own shipping label for the return and will provide you the return address. If your item hasn't arrived as expected, please see the "Damages and issues policy" below.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We may ask you to provide photos of the issue. If we are at fault, we will cover costs for the issue to be corrected.
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We may ask you to provide photos of the issue. If we are at fault, we will cover costs for the issue to be corrected.
During these difficult times, businesses are still being affected and sometimes delays may be expected in postage which is out of our control once the item has been sent. The Royal Mail requires 10 business days to deem a package as lost, but feel free to get in contact at emma@emmelody.com if you are concerned about the location of your package. If it hasn't arrived during a reasonable amount of time, please get in contact and we will be happy to provide a replacement or a refund.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item. Exceptions to this include those described in the "Damages and issues" policy.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item. Exceptions to this include those described in the "Damages and issues" policy.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please contact emma@emmelody.com prior to doing this. If the item is unwanted, you will be required to cover postage costs unless there is a fault as described in our "Damages and issues" policy.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please contact emma@emmelody.com prior to doing this. If the item is unwanted, you will be required to cover postage costs unless there is a fault as described in our "Damages and issues" policy.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.