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, unwashed and with all labels still attached. 

UK Customers

We offer a 28-day returns period from the date your order is delivered. Items must be returned to us within 28 days to be eligible for a refund.

We don’t use paper returns forms. To return your items, you can choose either Royal Mail or DPD to create your returns label.

Royal Mail: Click here to create your Royal Mail returns label. Simply repackage your items, attach the label to your parcel and take it to your nearest Post Office.

You can also print your Royal Mail returns label at most Post Offices. Please note that Royal Mail returns parcels must not exceed 46cm x 46cm x 61cm.

We recommend obtaining proof of postage.

DPD: Click here to create your DPD returns label. Simply repackage your items, attach the label to your parcel and take it to your nearest DPD Pickup shop.

You can also print your DPD returns label at participating DPD Pickup shops. Please note that DPD returns parcels must not exceed 45cm x 45cm x 61cm.

We recommend obtaining proof of postage.

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 because it was not collected, will be subject to a £2.00 processing fee.

Please allow up to 14 days for your refund to show in your account from the date we receive your return.

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

If 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 you of the best method to do so.

Please note that Gift Wrap is non-refundable.

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.