Return en Refund policy
Important
Please read our return policy carefully. No exceptions will be made, as by placing your order you agreed to these terms.
Returns
You have 14 days from the date you receive your order to request a return. After this period, unfortunately, we will not be able to offer a refund or exchange.
Conditions
Returned items must be in the same condition as when you received them: unused and in their original packaging. For products where hygiene is essential, they must be properly cleaned before starting the return process.
Exclusions
For hygiene reasons, certain products cannot be returned, such as underwear, lingerie, hosiery, and certain personal care items.
How to Start the Process
If you wish to return a product, please email us at Info@emmaandmason.com with:
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Your order number
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Reason for return
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A photo of the product if it is damaged
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Your contact details
Refund Procedure
Once we receive and inspect the returned item, we will email you to confirm whether your refund is approved or rejected. If approved, the amount will be automatically refunded to your credit card or original payment method.
Delays or Missing Refunds
If you have not received your refund within 30 days of approval, please first check your bank account. If it still hasn’t arrived, contact us at Info@emmaandmason.com.
Costs
Return shipping costs are the customer’s responsibility. We recommend using a tracked shipping service (“Track & Trace”), as we cannot be held responsible for lost packages. Returns must be sent to the United States, with costs starting from $20, which are the customer’s responsibility.
Exceptions
Defective or incorrect items: If you receive a defective or wrong item, we will send a replacement free of charge. If the problem persists with the second shipment, a full refund will be issued.
Cancellations
Orders cannot be canceled once placed due to our automated processing system.
For any questions or further information about our return policy, please contact us at Info@emmaandmason.com.