Returns and Exchanges

***We have stopped using paper returns forms, please read below for instructions on how to return your items to us.***

Not happy with your purchase? We make returns easy & hassle free.

In order for your refund or exchange to be processed, all items must be returned to us as received, in original packaging with hanger, unworn and with all labels still attached.

Extended Christmas Returns - All orders placed on or after Wednesday 10th November 2021 can be returned or exchanged until 17th January 2022

UK Customers

To return your items please click here to create your Royal Mail returns label. Then simply repackage the items and attach your Royal Mail returns label (you can also print this in most Royal Mail branches) and take to your nearest post office. We also recommend you get proof of postage.

Please note: Once we receive your return, you will receive a refund minus a £2.00 handling fee.

Please allow up to 14 days for the refund to show in your account from receipt of return.

If you choose not to use the returns label, we recommend you use a recorded service so your parcel can be easily tracked. We cannot be held responsible for any lost parcels.

Should we receive your return after the 28 day returns period you will only be eligible for an exchange.

Moses baskets are exempt from the above returns policy due to their size. If you wish to return this product please contact us and we will advise the best method to do so.

Exchanges

All UK customers can exchange items within 28 days of receiving their order and we do not charge additional postage on exchanges for UK customers.

If you wish to do this, please send an email with your product exchange information and include your order number to hello@emile-et-rose.co.uk or phone us on 01392 677555 

Once your exchange has been approved please click here to create your Royal Mail returns label. Then simply repackage the items and attach your Royal Mail returns label (you can also print this in most Royal Mail branches) and take to your nearest post office. We also recommend you get proof of postage.

We aim to send out all exchanges within 14 days of receipt.

Please note we cannot process exchanges from outside of the UK, if you live outside of the UK please return your item and purchase the alternative you require via the website.

Faulty or Defective Items

Every care is taken to ensure items are checked, however, very occasionally faults or defects can occur. Please return or arrange an exchange of the garments as outlined above. Once the garment has arrived back with us we process your refund or exchange with 14 days.

Overseas Customers

You are welcome to return your items but all return costs from international countries are non refundable.

Cancelling your order

You may cancel your order before it has been dispatched. After this time our returns policy below will apply. For cancellations please send an email including your order number to hello@emile-et-rose.co.uk or phone +441392 677555

Any garments that have been bought from our stockists should be returned to the stockist directly.