Emerald Atelier Returns & Exchange Policy

Returns Policy

Eligibility

• Time Frame: Items purchased can be returned within 14 days from the delivery date. Approved returns must reach us within 14 days of the original order date. Returns received after this period will be considered late, and only an exchange will be offered.
• Overseas Orders: Approved returns from international customers must reach us within 21 days of the original order date. Returns received after this period will be considered late, and only an exchange will be offered.
• Condition: Items must be unworn, unwashed, and in their original re-sellable condition, with all tags attached (if applicable). All returns are inspected, and items showing any indication of wear, damage, or misuse will not be accepted for a return or exchange. Such items will be returned to the customer.
• Proof of Purchase & Return Reason: Please specify the reason for the return, as this helps us improve our products and services. Ensure you include your order number, contact details, and purchase date with your return.
• Returns Postage: Customers are responsible for return postage and shipping costs, including any loss in value if the item is not returned in its original condition. Kindly ensure that items are securely packed to prevent damage during transit. We recommend using a tracked and insured delivery service for your return.
• Customer Service: If you have any issues registering your return, please contact our Customer Services team at info@emeraldatelier.co.uk or submit a query via our website under the Help section.

Refunds

• Processing Time: Refunds will be processed within 3-4 working days after we receive your return. Funds may take 7-10 working days to reflect in your account, depending on your bank.
• Refund Method: We will issue refunds via the original payment method used at the time of purchase.
• Right to Deny Refunds: Emerald Atelier reserves the right to deny refunds if we suspect misuse, damage, or fraudulent activity.
• Policy Updates: Our refund policy may be updated periodically. Please refer to our website for the latest version.

Exchange Policy

• Initiating an Exchange: To exchange an item for a different size or colour, please contact our customer service team at info@emeraldatelier.co.uk with your order details. We will provide further instructions promptly.
• Time Frame: Items must be exchanged within 14 days of delivery. The exchange item must reach us within 21 days of the original order date to qualify.
• Condition: Items must be unworn, unwashed, and in their original re-sellable condition, with all tags attached. Any item showing signs of wear or damage will not be accepted for exchange and will be returned to the customer.
• Shipping: Customers are responsible for the shipping costs associated with returning items for exchange. However, in the case of incorrect, damaged, or faulty items, if an exchange is agreed upon, we will cover the delivery charge for the replacement item.
• No Part Exchanges: We do not accept part exchanges. Only complete sets with all components and accessories are eligible for exchange.
• Product Availability: Exchanges are subject to product availability. If the requested size or colour is unavailable, a refund may be offered instead.

Cancellations

• Order Cancellation: We do not accept cancellations once an order has been dispatched. However, in exceptional cases, if you need to cancel your order before dispatch, please contact us as soon as possible at info@emeraldatelier.co.uk.