Return & Refund Policy

By placing an order with Emily’s Closet, you confirm that you have read and understood the terms outlined in this Return & Refund Policy.

This policy applies alongside our Terms & Conditions and does not affect any statutory rights you may have under applicable UK consumer law.

If you change your mind about your purchase, you may notify us that you wish to cancel and return your order within 14 days of receiving it, subject to the exceptions set out below. You do not need to provide a reason for cancelling.

After notifying us of your cancellation, you must return the item(s) within 14 days.

You may inspect an item as you reasonably would in a shop. Items should be returned in their original condition and, where reasonably possible, with their original packaging. We reserve the right to reduce your refund to reflect any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the item.

Return shipping costs for change-of-mind returns are the responsibility of the customer. We strongly recommend using a tracked shipping method and keeping proof of shipment until your return has been completed.

To initiate a return, please contact us at info@emilyscloset.com within 14 days of delivery. Include your order number and full name. Providing a reason for a change-of-mind return is optional. If your item is damaged, defective, incorrect or not as described, please also provide details of the issue and, where reasonably possible, clear photos or a short video to help us resolve the matter.

After contacting us, you will receive instructions on how and where to return your item. Please contact us before sending a return so that we can provide the correct return instructions and designated return address. Sending an item to an address other than the designated return address may cause delays in processing your return.

Once your return has been received, or you have provided evidence that the goods have been sent back where applicable, we will process any refund due within 14 days. Refunds will be made using the original payment method unless otherwise agreed.

For valid change-of-mind cancellations, we will refund the price paid for the returned goods and the standard outbound delivery charge where required by law. If you selected a more expensive delivery option, any additional amount above our standard delivery charge will not be refunded.

Faulty, Damaged or Incorrect Items

If an item arrives damaged, is faulty, incorrect, not as described or otherwise does not meet applicable legal requirements, please contact us as soon as reasonably possible at info@emilyscloset.com. Include your order number, a description of the issue and, where reasonably possible, clear visual evidence.

Your rights regarding faulty or non-conforming goods are separate from the 14-day change-of-mind cancellation right. Nothing in this policy limits your statutory rights under applicable UK consumer law.

Depending on the circumstances and your applicable statutory rights, an appropriate remedy may include a refund, repair or replacement. Where goods are rejected because they are faulty or otherwise do not conform to the contract, return costs will be handled in accordance with applicable law. In some cases, we may not require the item to be returned.

Lost Packages

If your package has not arrived within the expected delivery period, please contact us with your order details. We will investigate the shipment with the relevant shipping provider.

Where goods are confirmed as lost or are not delivered as required under applicable law, we will provide an appropriate remedy, which may include a replacement or refund.

Refused, Unclaimed or Incorrectly Addressed Packages

If a package is refused, not collected, or returned because incorrect or incomplete shipping information was provided by the customer, we reserve the right to deduct reasonable costs actually incurred as a result, where permitted by law.

This does not affect your statutory rights or any valid right to cancel your order.

Order Cancellations

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at info@emilyscloset.com. If we are able to cancel the order before dispatch, we will do so.

If your order has already been dispatched, this does not remove any statutory cancellation rights you may have. You may still exercise your applicable cancellation rights and return the goods in accordance with this policy.

Exceptions to Change-of-Mind Returns

Certain products may be excluded from the 14-day change-of-mind cancellation right where permitted by law. This may include personalised or custom-made products, perishable goods, and sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken.

Any applicable exception does not affect your statutory rights if an item is faulty, damaged, incorrect or not as described.

Chargebacks and Disputes

If you experience an issue with your order, we encourage you to contact us first at info@emilyscloset.com so that we have the opportunity to resolve the matter.

In the event of a payment dispute or chargeback, we may provide relevant information relating to the transaction, including order confirmation, tracking information, this policy and relevant communication history, to the payment provider as reasonably necessary to respond to the dispute.

Return Address

All returns must be sent to the designated return address provided by our support team. The return address may differ from the original shipping address or the address shown on the parcel.

Please contact us before returning an item so that we can provide the correct return instructions.

Contact Information

If you have any questions about this policy or would like to request a return, please contact us at:
📧 info@emilyscloset.com