Returns & Exchange Policy
We strive for perfection with every order meticulously ensuring that your orders are just right every time, but if something isn’t perfect, we’re here to help. Your satisfaction is always our top priority and therefore handle each query individually and to the best of our ability. Whilst we want you to be completely satisfied with your purchase, if you are not, we offer you an exchange option or refund in compliance with our returns policy.
Eligibility
- Time Frame: Purchased items can be returned within 14 days of delivered date. Returns if agreed, must reach us within 14 days of the original order date, after this date, the returns will be classed as late and only an exchange will be offered. For Overseas orders Returns if agreed, must reach us within 21 days of the original order date, after this date, the returns will be classed as late and only an exchange will be offered.
- Condition: Items must be unworn, unwashed, and in their original re-sellable condition with all tags attached (if provided). All returns are inspected at our end, items with any indication of use or misuse will not be accepted for returns or exchange, in such cases, we will return the item back to you. You have an obligation to take reasonable care of the products while they are in your possession.
- Proof of Purchase & Return Reason: Please specify the reason for returns as this helps us understand the issues better and identify areas of improvement. Please quote your order number, contact details and date for all returns.
- Returns Postage: You will be responsible for return postage and shipping costs and any loss in value if an item isn’t returned in original condition. Kindly pack the items securely to prevent any loss or damage during the transit and we recommend you use a reliable delivery service for the returns.
- Customer Service: If you have any problems registering your return, please contact our Customer Services team at info@emeraldatelier.com or submit your message on our website under the help section with your order details.
Refunds
- Time Frame: For refund issuance, please allow us up to 3-4 working days for returns to be processed once they reach us. It may take up to 7-10 working days for the funds to reach your bank account, this can vary depending on your bank. We will refund any money received from you using the same method of payment originally used when placing your order.
- Right to Deny Refunds: We reserve the right to deny refunds if we suspect misuse or fraudulent activity.
Our refund policy may be updated from time to time. Please refer to our website for the most current version.
Exchanges
To initiate an exchange of an item for different size or colour, please contact our customer service team and provide your order details of the product you wish to exchange. We will respond promptly with further instructions.
- Time Frame: Purchased Items can be exchanged within 14 days of delivered date. Exchange item must reach us within 21 days of the original order date to qualify.
- Condition: Items must be unworn, unwashed, and in their original re-sellable condition with all tags attached. We will inspect your item for exchange and if we see the items with any indication of use will not be accepted, in such cases, we will return the item to you.
- Shipping: You will be responsible for paying for shipping costs for returning items for exchange. In the cases of incorrect, damaged, or faulty items and if agreed to a replacement, the delivery charge for the replacement to be sent out, will not be charged to the buyer.
- No Part exchanges: We do not accept part exchanges. Only complete sets will be eligible for exchange. Please ensure that all components and accessories are included when returning the item. Exchanges are subject to product availability.
Please contact me or our customer service team to arrange the exchange at info@emeraldatelier.com or submit your message on our website under the help section with your order details.
Cancellations
We do not accept cancellations once the orders are dispatched. If you would like to cancel your order in exceptional cases, please contact us as soon as possible by email at info@emeraldatelier.com.
