- What is your Returns Policy?
- How do I Return Something?
- How long will it take to process my Return?
- What if the item is faulty?
- How to make an exchange?
- Can I return an item received as a gift?
For Christmas, we have extended our returns policy to Monday 17th January 2022 for all orders placed after 1st November 2021.
WHAT IS YOUR RETURNS POLICY?
We hope that you will be delighted with your purchase from Em&Lu, but if you are not you can return any item within 28 days of receIving it, providing it is unused and packaged in its original packaging.
We are happy to exchange the item for a replacement size or style, or to make a refund onto the card which you used for your purchase. We are not able to offer free returns, but if you require an exchange the replacement will be sent free of charge.
You have the right to cancel your order within 14 days after you have received your purchase. The 14 days begins the day after you receive your delivery from us. Please notify us in writing within 14 days that you would like to cancel your order and that you intend to return the item(s) and we will be happy to offer you a full refund including delivery. Express and Next Day Delivery charges will be refunded as a Standard Delivery Charge.
Once your have cancelled your order, please ensure that you return the item(s) to us within 14 days after cancellation. Please provide proof of purchase when returning an item.
A refund will be offered regardless if the goods are faulty.
HOW DO I RETURN SOMETHING?
Please return your item to us by post using the Returns address which is stated at the bottom of the delivery note that came with your parcel.
Please ensure you circle the item you are returning on the delivery note, and complete your contact details and reason for return at the bottom of the page in case we need to contact you.
If you no longer have your delivery note, please include a letter with your name, address, email address, daytime telephone number. Please let us know what you are returning and why, and whether you want a refund or exchange for another product.
Please make sure your items are in their original packaging, and the parcel is securely wrapped.
PO Box 316
We strongly recommend that you request a free Proof of Postage receipt, and retain the receipt as we are only responsible for your parcel once it has been received at our Warehouse. We cannot accept responsibility for parcels lost in transit.
HOW LONG WILL IT TAKE TO PROCESS MY RETURN ?
Once your parcel has been received by our team it can take up to 5 working days to process your request, whether it be an exchange or a refund.
When we have dealt with your request we will confirm this to you by email, providing you have given us your email address. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement.
If, after sending your return to us, you have not received our email confirmation within 10 working days, please e-mail email@example.com, or contact us on 0208 144 5029 so that we can investigate.
WHAT IF THE ITEM IS FAULTY ?
On rare occasions you notice a fault with the item you have purchased from us, and we take this very seriously. If this is within 28 days of your purchase you can return the item under our normal refund and exchange proceedure, and you may choose whether you would like a replacement item or a refund.
We will refund your return postage so please send us a copy of the postal receipt, as well as details of the fault so that we can work to avoid this happening again.
If the fault develops after the 28 day return period please contact us directly on firstname.lastname@example.org or 0208 144 5029 so we can discuss the fault and work out the best solution.
Please be sure to read read our Product Care & Washing Instructions, or specific care labels which come with your item. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.
Where possible please provide proof of purchase when returning an item. A refund will be offered regardless if the goods are faulty.
HOW TO MAKE AN EXCHANGE?
ProvIding the item you would like to change is still available we can exchange it for you.
If the new item you would like costs less than the original item you ordered we will refund you the price difference. If the new item is more expensive than the original item we will need to take payment from you prior to sending out the new item.
Please ensure that you give us your telephone number and e-mail address to that we can contact you.
CAN I EXCHANGE OR RETURN AN ITEM I RECEIVED AS A GIFT ?
If you would like to Exchange an item which was given to you as a gift you may of course exchange it following the guidelines above; How to Make an Exchange
If you would like a Refund for an item which was given as a gift proof of purchase must be sent with the returned item. Refunds can only be made onto the credit card which the item was purchased with, and an e-mail will be sent to the person who originally made the purchase.