Return & Refund Policy

At Emery London, we take pride in delivering exceptional fashion pieces. Please read the following policy carefully before placing your order. By completing your purchase, you confirm that you have read, understood, and agreed to the terms below.

Applicability of the Return Policy

This return policy applies to all purchases made through Emery London, including Klarna transactions. Customers may request a return within 14 days of receipt, in line with UK consumer law. Returns are only accepted under the following conditions:

• Items must be unused, unwashed, and in their original condition
• All original packaging, tags, and labels must be intact
• A valid receipt or proof of purchase must be provided
• A return request must be submitted to info@emery-london.com before sending any item back

Items returned without prior approval, or returned outside the 14-day window, will not be accepted and no refund will be issued.

Final sale, discounted, and promotional items are non-returnable and non-refundable.

Return Shipping Fees

The customer is responsible for all return shipping costs, regardless of the reason for return (including change of mind, incorrect size, or no longer wanted). This also applies to refused or undelivered parcels that are returned to us — the original shipping cost and any return handling fees will be deducted from the refund.

All returns must be sent to our central warehouse. The full return address will be provided once your return request has been approved. Items sent to any other address will not be processed and no refund will be issued.

Customers who ship items to an incorrect address will be solely responsible for any resulting delays, losses, or non-delivery. Emery London accepts no liability for misdirected returns.

Tracking Requirements

Returns must be sent via a shipping method that provides a valid tracking number. Without tracking, we cannot confirm receipt of your return and no refund will be issued.

We strongly recommend choosing a courier option that includes insurance against loss or damage in transit. Emery London is not responsible for items lost or damaged during return shipping. Please ensure your package is securely wrapped — items that arrive damaged due to inadequate packaging will not be refunded.

Damaged or Incorrect Items

If your item arrives damaged or is not what you ordered, you must contact us at info@emery-london.com within 24 hours of delivery, including:

• Clear photos or video of the issue, showing the item and packaging
• Your order number
• A brief description of the problem

Reports submitted after 24 hours will not be eligible for a replacement or refund. We will assess each case individually and, where the claim is approved, offer a replacement or refund at our discretion.

Exchanges

We currently do not offer direct exchanges. If you wish to receive a different size or colour, please return the original item in accordance with this policy and place a new order separately, subject to stock availability.

Order Cancellations

Orders can only be cancelled within 1 hour of placement. After this window, our system automatically begins processing the order for dispatch and cancellations are no longer possible — the order is considered final.

If your order has already entered processing or has been dispatched, it cannot be cancelled and must be returned in accordance with this policy after delivery, at the customer's expense.

Order Processing Time

Orders are typically processed and dispatched within 24–72 hours. Tracking details are sent via email once your order has shipped. Estimated delivery times are not guaranteed and Emery London is not liable for delays caused by couriers, customs, or external circumstances.

Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved. We reserve the right to reject returns that do not meet the conditions in this policy, in which case the item will be returned to the customer at their cost, or disposed of after 14 days if no response is received.

Approved refunds will be issued to your original payment method within 7–14 business days. The original shipping cost is non-refundable in all cases except where the return is due to a confirmed error on our side. Your bank or card provider may take additional time to process the funds.

If more than 14 business days have passed since approval, please contact us at info@emery-london.com.

Received the Wrong Item?

In the rare event you receive an incorrect item, contact us at info@emery-london.com within 24 hours of delivery with your order number and a clear photo of the item received. We will then provide instructions on how to proceed.

Right of Withdrawal (UK & EU customers)

In accordance with applicable consumer protection law, customers have the right to withdraw from their purchase within 14 days of receipt without giving a reason. This right is subject to the conditions set out in this policy: items must be unused, in original condition, and returned at the customer's expense within the 14-day period.

Need Help?

For any questions regarding our return and refund process, please contact us at info@emery-london.com.

Emery London reserves the right to amend this policy at any time without prior notice. The version in effect at the time of your purchase will apply to your order.