Refund policy
RETURNS AND REFUNDS POLICY
We offer a 30-day returns policy. This means you have 30 days after receiving your item to request a return, subject to the exceptions set out below.
To request a return, please email hello@emmagardner.uk with your order number and the reason for your return. We will reply with instructions explaining how and where to return your item.
Items returned without contacting us first may not be accepted.
RETURN ELIGIBILITY
To be eligible for a return under our extended 30-day returns policy, the item should be returned in the same condition in which it was received, unused and, where applicable, with its original tags and packaging. You will also need your receipt or other proof of purchase.
Nothing in this policy affects your statutory consumer rights.
CHANGE-OF-MIND RETURNS AND RETURN POSTAGE
Unless the item is faulty, damaged or incorrect, customers are responsible for arranging and paying for return postage. We recommend using a tracked service, as we cannot be responsible for returns lost in transit.
Original delivery charges will be refunded where required by law. If you selected an enhanced or more expensive delivery service, only the cost of standard delivery will be refundable.
UK AND EU CANCELLATION RIGHTS
For most products purchased online, customers in the United Kingdom and European Union have the right to cancel their order within 14 days of receiving it, without giving a reason.
After notifying us of the cancellation, you must return the item within the applicable legal return period. You may examine the item as you would in a shop, but we may make a reasonable deduction if its value has been reduced through handling beyond what is necessary to establish its nature, characteristics and functioning.
Some products are excluded from change-of-mind cancellation rights, including personalised or custom-made goods and certain sealed products where the seal has been broken for hygiene reasons. Your rights concerning faulty, damaged or incorrectly supplied goods are unaffected.
DAMAGED, FAULTY OR INCORRECT ITEMS
Please inspect your order when it arrives. If an item is damaged, faulty or incorrect, please contact hello@emmagardner.uk as soon as possible—preferably within 48 hours—and include your order number and photographs where possible.
The 48-hour request helps us investigate problems promptly, but it does not limit your statutory rights.
Where an item is confirmed as damaged, faulty or incorrect, we will arrange an appropriate remedy and cover reasonable return costs where a return is required.
PERSONALISED AND MADE-TO-ORDER ITEMS
Many of our products are handmade, personalised or made especially for the customer. Unless they arrive damaged, faulty or incorrect, goods made to your specifications or clearly personalised cannot normally be returned or exchanged.
HANDMADE PRODUCTS
Because some products are handmade, slight variations in colour, positioning or finish may occur. These natural variations form part of the individual character of the product and are not generally considered faults.
OTHER NON-RETURNABLE ITEMS
We cannot accept change-of-mind returns for:
• Personalised or custom-made products
• Perishable goods
• Opened or unsealed personal-care or hygiene products where applicable
• Hazardous materials or flammable liquids and gases
• Gift cards
Please contact us before purchasing if you are uncertain whether an item can be returned.
SALE ITEMS
Sale or discounted items may be returned where they otherwise qualify under this policy. Personalised, custom-made and other legally exempt products remain excluded from change-of-mind returns. Statutory rights relating to faulty, damaged or misdescribed goods always remain unaffected.
EXCHANGES
The quickest way to obtain a different item is to return the original item following the process above and, once the return has been accepted, place a separate order for the replacement.
REFUNDS
We will notify you after receiving and inspecting your return and confirm whether the refund has been approved.
Approved refunds will be issued to the original payment method without undue delay and normally within 14 days of receiving the returned goods. Your bank or card provider may require additional time to process and display the refund.
If more than 15 business days have passed since we confirmed your refund, please email hello@emmagardner.uk.
CONTACT
For return or refund questions, please contact: