Refund & Return Policy

At Emily & Hart, customer satisfaction is important to us. We want you to shop with confidence and enjoy every purchase.

Please read our returns and refunds policy carefully before placing an order.

30-Day Return Policy

We offer a 30-day return window from the date your order is delivered.

To request a return, please contact us at support@emilyandhart.co.uk within 30 days of receiving your order.

For returns under our voluntary 30-day policy, items should be unworn, unused, in their original condition and with all original tags attached. Please include proof of purchase, such as your order number.

We recommend retaining the original packaging wherever possible.

These conditions do not restrict your statutory consumer rights.

How to Request a Return

To begin a return, email support@emilyandhart.co.uk with:

• Your full name.

• Your order number.

• The item you wish to return.

• The reason for your return, if you would like to provide one.

Our customer support team will provide the appropriate return instructions and the return address applicable to your order.

Please contact us before sending any items so that we can ensure your return is processed correctly.

International Returns

Orders may be dispatched from our international fulfilment facility in China.

Depending on the product and the circumstances of your return, you may be asked to return an item to an international returns facility.

For change-of-mind returns, customers are responsible for the direct cost of return shipping, including international return postage where applicable, provided this has been clearly disclosed before purchase.

International return postage costs vary depending on the parcel's weight, size, carrier and destination. We recommend checking the applicable postage cost before placing your order.

Where products are faulty, damaged, incorrect or otherwise not in conformity with your statutory rights, Emily & Hart will cover reasonable return costs where legally required.

Your Statutory Right to Cancel

Under applicable UK consumer protection law, customers purchasing eligible goods online generally have the right to cancel their purchase within 14 days of receiving their order, without giving a reason.

To exercise this right, you must inform us of your decision to cancel within the 14-day cancellation period.

You then have a further 14 days to return the goods.

You may inspect and try on clothing as you would in a physical shop. We may make a lawful deduction for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Your statutory cancellation rights remain unaffected by our voluntary 30-day return policy.

Non-Returnable Items

Certain items may be excluded from change-of-mind returns where permitted by law, including:

• Personalised or custom-made products.

• Sealed hygiene-related products that have been unsealed after delivery and are unsuitable for return.

• Digital products where applicable statutory exceptions apply.

• Other products legally exempt from cancellation.

Discounted and sale items remain eligible for applicable statutory consumer rights.

These exclusions do not affect your rights regarding faulty, damaged or incorrectly described products.

Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery.

If your order arrives damaged, defective or incorrect, contact support@emilyandhart.co.uk with your order number and a description of the issue. Photographs may help us resolve your request more quickly, but will not be required where unreasonable.

Under the UK Consumer Rights Act 2015, eligible customers have statutory remedies for faulty or incorrectly described goods, including a short-term right to reject qualifying faulty goods within 30 days and further rights thereafter.

Where required by law, we will arrange an appropriate remedy and cover reasonable return costs.

Refunds

Once your return has been received and assessed, we will notify you of the outcome.

Approved refunds will be issued to your original payment method.

For statutory cancellations, refunds will be made within 14 days of receiving the returned goods or receiving evidence that the goods have been sent back, whichever is earlier.

Where required by law, the original standard delivery charge will also be refunded.

Your bank or payment provider may take additional time to display the refunded amount.

Exchanges

If you need another size or wish to exchange an item, please contact support@emilyandhart.co.uk.

Exchanges depend on product availability.

Where an exchange cannot be arranged, you may request a return in accordance with this policy and place a new order.

Your statutory rights relating to faulty goods remain unaffected.

Order Cancellation

If you wish to cancel an order before dispatch, please contact us as soon as possible.

We will endeavour to accommodate cancellation requests before dispatch.

If your order has already been dispatched, you may still exercise your applicable statutory cancellation rights.

Late or Missing Refunds

If you have not received your refund, please check your bank account and contact your payment provider.

If you still require assistance, please contact our customer support team.

Contact Us

Emily & Hart

Website: https://emilyandhart.co.uk

Email: support@emilyandhart.co.uk

Our team will assist you with return requests, refunds, exchanges and any concerns relating to your order.

Nothing in this policy affects your statutory consumer rights under applicable UK law.