Refund policy

We accept returns both for defective or damaged items and for change-of-mind returns. In either case, please contact us by email within 3 days of receiving your order. We cannot accept items returned without prior contact, so please always get in touch first.

Defective or damaged items

  • Contact us by email within 3 days of delivery, attaching photographs of the fault.
  • Once confirmed, we will arrange either a replacement or a refund.
  • We cover the cost of return shipping.

Change-of-mind returns

  • Contact us by email within 3 days of delivery.
  • Items must be unused, unopened, with tags and accessories intact, and in the condition in which they arrived.
  • Return shipping is at the customer's expense.
  • Colours and textures may appear different from the actual product depending on your monitor or display. Returns for this reason are also accepted as change-of-mind returns.

Exchanges

We do not offer exchanges for a different size or colour. If you would like a different size or colour, please return the item and place a new order.

Items we cannot accept

  • Items more than 3 days after delivery
  • Made-to-order items
  • Sale items
  • Items that have been opened or used
  • Items damaged or soiled by the customer
  • Items missing tags or accessories
  • Orders where the purchaser and the delivery recipient differ (except for defective items)

How to return an item

Please contact us by email before sending anything back. Once you have contacted us, we will give you the return address individually. The return address differs depending on where you are located, so we cannot accept items returned without prior contact.

Refund method and timing

  • We will process your refund within 7 business days of confirming that the returned item has reached us.
  • Refunds are issued, as a rule, using the same payment method used for the purchase. If you paid by bank transfer, we will transfer the refund to the account you specify (we cover the transfer fee).
  • If you paid by credit card, the date the refund appears on your statement depends on your card issuer's billing cycle.

Cancellations

Cancellations are accepted before dispatch only. Please contact us through the contact form or by email. We cannot accept cancellations after dispatch.

If we cannot supply your order

If we are unable to supply an item you have ordered, whether because it is out of stock or for any other reason, we will contact you and cancel the order. If payment has already been completed, we will refund the full amount. We may also cancel an order in the same way if there has been an error in the displayed price or stock level.

If you do not hear from us

Spam filters sometimes prevent our replies from reaching customers. Please make sure you can receive messages from emrose.studio29@gmail.com. If you have not heard from us within 3 business days of sending your message, please contact us again.

How to proceed

1. Within 3 days of delivery, send us the following by email:

  • Your name
  • Your address
  • Your email address
  • Your order number (shown in your order confirmation email)
  • The reason for the return (for defective items, please attach photographs of the fault)

2. Once we have reviewed your message, we will send you the return address and explain the refund process.