Return policy
Return Policy
At Emma & John London, we work hard to ensure that every customer has a positive shopping experience. If you decide that you want to return an item, this Return Policy clearly explains the conditions and procedures you must follow.
1. Conditions for Returns
To maintain fairness and product integrity, the following conditions apply to all returns:
• You may only request a return after physically receiving the item.
• All return costs are fully the responsibility of the customer. This includes international shipping fees and any customs charges.
• Items must be unused, unwashed, undamaged and in their original condition with all labels and tags attached.
• Trying on the item is allowed, but wearing it for extended use is not permitted.
• Ordering multiple sizes with the intention to return part of the order is not allowed.
• Returns that do not meet these conditions may be refused.
2. Return Procedure
To ensure a smooth processing of your request, please follow the steps below:
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Notify us of your return request by emailing info@emmajohnlondon.com within fourteen days after receiving the item.
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You will receive the return address of our supplier located in China.
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You send the item back at your own expense, including any customs fees or international shipping charges.
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We strongly recommend using a tracked shipping method to avoid issues with lost shipments.
Please note that returns sent without prior notification may not be processed.
3. Refunds
Once the returned item has arrived at the designated return address and has been inspected and approved, the purchase amount will be refunded within fourteen days through the original payment method used at checkout.
Refunds can only be issued for items that meet the return conditions stated above.
4. Liability
To ensure clarity and fairness, the following liability rules apply:
• We are not responsible for lost parcels if the tracking information shows that the item has been delivered to the address provided by the customer.
• If an incorrect address was entered during checkout, this is the customer’s responsibility.
• Any errors in the shipping address must be reported within twenty four hours after placing the order.
• If you fail to use a tracked shipping method, we cannot guarantee compensation for lost return shipments.
5. Contact Information
If you have any questions about returns or need assistance with your request, please contact us:
Email: info@emmajohnlondon.com
Store name: Emma & John London
We aim to answer all return related questions as quickly and accurately as possible.