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.
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 be sent with its own postage.
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 your proof of postage and tracking information for every parcel you send back to us. If a return parcel is lost or damaged in transit, you will need to make any claim directly with the postal or courier service you chose. We can only issue refunds for items we have physically received back.
HOW TO RETURN
Submit your return request through our online returns process within the return period.
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.
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.
This does not apply where the refusal or return results from an error by EMORLA, or where charges have been incorrectly applied to an order that was sold on a duties-prepaid basis.
Nothing in this section affects your statutory rights.
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.
As set out under How to Return, you are responsible for your return parcel until it reaches us, and any claim for a return lost or damaged in transit must be made directly with your chosen carrier. We can only issue refunds for items we have physically received back.
Refunds are issued to your original payment method, and you'll receive email confirmation once completed.
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.
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?
Please check the information above first, as most return questions are answered in this policy.
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.