Returns and Exchanges
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 Festive Returns 2024
All orders placed from 1st November 2024 can be returned until 31st January 2025, giving you plenty of time to ensure your festive gifts are just right.
UK Customers
We don't use paper returns forms, so to return your items please click here and create your Royal Mail returns label. Then simply repackage the items, attach your label to the package and take to your nearest post office. You can also print your Royal Mail returns label in most post offices. 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.
Any UK order returned to us due to an incomplete or invalid address or not collected will be charged the £2.00 processing 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
Our standard returns policy for UK customers allows exchange of 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 and create your Royal Mail returns label. Then simply repackage the items, attach your label to the package and take to your nearest post office. You can also print your Royal Mail returns label in most post offices. 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.
Any order returned to us due to an incomplete or invalid address, or not collected, will be refunded minus the courier and customs charges we incur.
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.