Returns
We want you to feel amazing in your outfit. If something isn't quite right when your order arrives, please don't worry, we're here to make returns simple and straightforward.
YOUR OPTIONS
Your return will be processed as a refund to your original payment method by default. If you'd prefer an exchange or store credit instead, just let us know in your return request — both come with a free UK return label, and store credit includes a 10% bonus.
1. Refund (default)
Refunded to your original payment method. UK customers: £3.99 Royal Mail return label fee, deducted from your refund. Original outbound shipping is non-refundable.
2. Exchange (only if requested)
Different size or colour, subject to stock availability and limited to one per order. Free Royal Mail return label for UK customers. If a second return is needed after your exchange, the standard £3.99 label fee applies.
3. Store credit (only if requested)
Swap your item for store credit and we'll add 10% on top of the item value. Free Royal Mail return label for UK customers. Original outbound shipping is not included in your store credit. Doesn't expire and can be used across the full collection.
TIMING
Please submit your return request within 14 days of receiving your order. Once approved, you have a further 14 days to send your item back. All returns must be received within 28 days of the original delivery date.
Returns must be requested through your account before being sent back so we can process them smoothly.
This includes UK and international returns, including USA.
RETURN CONDITIONS
Items must be returned:
• In original condition
• Unworn and unwashed
• With all tags and security ribbons attached
You're welcome to try your piece on, but please ensure it remains in pristine condition, free from makeup, fake tan, perfume or marks. To protect your return in transit, please place the item back inside the garment bag and protective mailer provided. Gift boxes do not need to be returned. For courier compliance, parcels must not exceed 45 × 35 × 16 cm.
HOW TO REQUEST A RETURN
• Log into your account
• Select your order and click "Request a Return"
• Pick the items you'd like to return and choose a reason from the dropdown
• Only add a note if you'd like an exchange or store credit instead of a refund (e.g. type EXCHANGE or STORE CREDIT, plus the size or colour you'd like to swap to). If left blank, you'll be refunded to your original payment method.
• Submit your request and allow up to 24 hours for approval
• Once approved, you'll receive your Royal Mail QR code by email (UK customers) or return instructions (international customers)
HOW TO RETURN — UK CUSTOMERS
We provide a Royal Mail returns label via QR code, so there's no need to print anything. Simply show the QR code at your chosen drop-off point and hand over your parcel.
Return label cost: £3.99 per parcel for refunds — or completely free if you choose an exchange or store credit. To keep every parcel fully covered by Royal Mail's insurance, returns are limited to two items per parcel, so if you're returning three or more items you'll automatically receive a separate label for each parcel (with the £3.99 fee applying to each one, deducted from your refund). Choosing an exchange or store credit keeps your whole return free.
If you prefer, you're welcome to arrange your own tracked return service at your own cost.
RETURNING MORE THAN TWO ITEMS?
If you are returning more than two items, you may receive multiple QR codes or return labels.
Due to insurance restrictions, a maximum of two items can be included in each return parcel. If multiple labels are provided, please ensure the items are split between the parcels as instructed.
This helps ensure your return is fully insured whilst in transit.
HOW TO RETURN — INTERNATIONAL CUSTOMERS
International returns are at the customer's cost, and unfortunately we can't provide a prepaid label. Once your return request is approved, we'll send you full return instructions. We recommend a tracked service, as we can't refund items we don't receive.
Please note: any import duties or taxes you paid on the original order are refunded by your local customs authority, not by us. You'll need to claim these back directly.
USA Returns (Duties & Customs)
The original shipping fee, US import duties and customs handling fees paid on the outbound shipment are non-refundable, as these are paid to Royal Mail and US Customs at the point of dispatch and cannot be recovered.
Please mark the return parcel clearly as "British Returned Goods – Not for Resale" on the customs declaration to avoid being charged UK import VAT/duty when the parcel re-enters the UK
A QUICK FAVOUR
When you post your parcel back, please remove or fully cover the original delivery label before sending. We've sadly had a few parcels go missing because the new return label didn't stick down properly over the old one, and we'd hate for that to happen to yours. The easiest fix is to peel the original label off, or cover it completely with the new label or a piece of paper taped down firmly.
REFUNDS
Once your return has been received and checked, we aim to process refunds within 48 hours for returns delivered Monday to Friday. Refunds are issued to your original payment method, and you'll receive email confirmation once completed.
FAULTY OR INCORRECT ITEMS
If you receive a faulty or incorrect item, please contact us straight away and we'll resolve it quickly for you.
NEED HELP?
If you have any questions about returns or refunds, we're always happy to help. Email hello@emorla.co.uk or reach us via Live Chat on the website.