Refund policy
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.
Closing for the season: The final day to order is 14 August, and the website stays open for returns only until 28 August, when I'll close for the season. As it's currently the school holidays and I'm spending time with my children, I won't be able to offer my usual quick turnaround — so please allow an extra 2–3 working days for return requests, return processing and refunds. All other terms of our Returns Policy remain unchanged.
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.
If your order arrives in more than one parcel, your right to cancel under the Consumer Contracts Regulations 2013 runs from the day you receive the last parcel in your order, not the first. All other return timings above are calculated from the delivery date of your final parcel.
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 x 35 x 16 cm.
MULTIPLE PARCEL ORDERS
To meet Royal Mail's size and weight restrictions, or to get your items to you as quickly as possible, we occasionally split a single order into more than one parcel. This does not cost you anything extra, and each parcel will have its own tracking information.
If you wish to return anything from an order that was delivered in multiple parcels, you must return all items you no longer wish to keep, even if they arrived separately. Each return parcel must follow the return instructions below and have its own correct return label.
Refunds can only be processed for items that are physically received back by EMORLA. If only some parcels from a split return reach us, we will refund the items we have received and let you know if anything appears to be missing.
Please keep proof of postage for every parcel you send back to us. If a return parcel is lost or significantly delayed in transit, we will need your proof of postage to raise an investigation with Royal Mail. We're unable to issue a refund for items that have not been received until this investigation is complete or the parcel is located.
HOW TO RETURN (UK CUSTOMERS)
We offer a Royal Mail returns label via QR code.
There's no need to print anything. Simply show the QR code at your chosen drop-off point and hand over your parcel.
To request a return:
• Log into your account
• Select your order and click "Request a Return"
• Complete the short form
• Please allow 2–3 working days to review your return request during the school holidays
• Once approved, you'll receive your Royal Mail QR code by email
Return cost: £4.99, deducted from your refund.
If your order is being returned in more than one parcel, please repeat this process for each parcel so that every parcel has its own valid return label.
If you prefer, you're welcome to arrange your own tracked return service. Please keep proof of postage in this case too.
HOW TO RETURN (INTERNATIONAL CUSTOMERS)
Please email hello@emorla.co.uk with your order number and item details, or contact us via Live Chat.
Once approved, we'll provide return instructions.
International customers are responsible for arranging and covering return postage, and we'd recommend using a tracked service and keeping proof of postage for every parcel sent.
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 you cancel your entire order within your 14-day statutory cancellation right, we will also refund the standard UK delivery charge you paid to receive it. This does not apply where you only return part of your order, or where items are returned outside the 14-day statutory cancellation window under our goodwill returns policy.
If you believe a return parcel has been lost in transit, please contact us with your proof of postage so we can raise an investigation with Royal Mail. We're unable to refund items that have not been received until this investigation is complete.
Refunds are issued to your original payment method, and you'll receive email confirmation once completed.
EXCHANGES & STORE CREDIT
As I prepare to close for the season, I'm no longer able to offer exchanges or store credit. Eligible items can still be returned for a refund in the usual way, in accordance with this 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.
YOUR STATUTORY RIGHTS
Nothing in this policy affects your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015.
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.