Returns
We want you to feel amazing in your outfit.
If something isn't quite right, we're here to make the returns process simple and straightforward.
TIMING
Please submit your return request within 14 days of receiving your order.
Once approved, you then have a further 14 days to send your item back to us.
All returns must be received within 28 days of the original delivery date.
Returns must be requested before being sent back so we can process them smoothly.
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.
HOW TO RETURN
Submit your return request through our online returns process within the return period.
- Log in to our portal using the email address used to place your order. You'll be emailed a code to log in with.
- Select your order and click "Request a Return"
- Complete the short form.
- You'll receive returns instructions via email.
Please allow 2–3 working days for us to review your return request.
If your return is approved, you'll receive an email with your return instructions and return address.
Once approved, you are responsible for arranging and paying for your own return postage. Please use a tracked postal or courier service with appropriate compensation cover for the full value of the goods being returned.
You are responsible for your return parcel until it reaches us. As you are the sender and have purchased the return postage, if your parcel is lost or damaged in transit, you are responsible for making any claim directly with your chosen carrier. EMORLA is unable to make a claim on your behalf. Please retain your proof of postage and tracking information until your return has been received and your refund has been processed.
To help things go smoothly, we recommend keeping an eye on your tracking and letting us know when your return is due to be delivered or has been marked as delivered. This helps us make sure your parcel is received safely.
Once you’ve posted your return, you’re also welcome to reply to your return approval email with a photo of your postage receipt or proof of postage. This lets us know your return is on its way and keeps a handy record of your proof of postage should you need it.
Follow the instructions in your approval email when preparing and sending your parcel.
Please do not send your return until your return request has been approved. Returns sent without prior approval may not be accepted.
INTERNATIONAL RETURNS
International returns must be clearly marked as a customer return and all customs documentation must be completed accurately. Any customs charges arising because a return has been incorrectly declared may be deducted from the refund where legally permitted.
REFUSED OR UNCOLLECTED INTERNATIONAL ORDERS
Refusing delivery or failing to collect an international order does not by itself constitute notice that you wish to cancel or return your order. If you wish to cancel your order, you must notify us within the applicable cancellation period.
If an international order is refused, left uncollected or returned to us because the customer has declined to pay customs, import duties, taxes or carrier charges that were properly payable by the customer, the order will be treated as a return once it has been received back by us.
Any actual return-to-sender, carrier, customs or similar charges incurred by EMORLA as a direct result of the refusal or non-collection may be deducted from the refund where legally permitted. We will not deduct arbitrary administration, processing or restocking fees.
REFUNDS
Once your return has been received and checked, we aim to process your refund within 2–3 working days for returns delivered Monday to Friday.
Refunds can only be processed for items we have physically received back. Where an order or return has been split across multiple parcels, we will refund items as they are received, and will contact you if anything appears to be missing.
If a return parcel is lost in transit, any claim must be made directly with the carrier you used to send it back. We are unable to refund items that have not been received back by us.
Refunds are issued to your original payment method, and you'll receive email confirmation once completed.
Unfortunately original postage fees are non refundable.
EXCHANGES & STORE CREDIT
We don't currently offer direct exchanges or store credit.
If you'd like a different size or style, please place a new order and return your original item for a refund in line with our Returns Policy.
FAULTY OR INCORRECT ITEMS
If you receive a faulty or incorrect item, please contact us as soon as possible so we can resolve this quickly for you.
NEED HELP?
Please check the information above first, as most return questions are answered on this page.
If you still need help with an existing return, email hello@emorla.co.uk and include your order number.
We aim to reply within 2–3 working days.