Returns & Exchanges
Are returns free?
Returns & Exchanges: Returns are not complimentary; a flat-rate postage fee of £5.99 applies to all UK returns. For clients outside the UK, return shipping is arranged at your own expense. We aim to make the process as seamless as possible—simply...
Can exchange for a different product?
Returns & Exchanges: Yes, you’re welcome to exchange for a different piece. Simply select an in-stock alternative through our returns portal within 14 days of delivery. If your requested exchange becomes unavailable before we process your return,...
Can I exchange for a different size?
Returns & Exchanges: Yes, you’re welcome to exchange for a different size. Simply select your preferred size in our returns portal before sending back the original piece. We’ve designed this process for ease and fluidity, so you can transition to...
Can I exchange for another item if my size isn't available?
Returns & Exchanges: Yes — use the returns/exchange portal to request an exchange; it only shows in-stock options, so if your size isn’t available you’ll be notified and can select another item. If your preferred size is unavailable, you’re...
Can I get store credit instead of a refund?
Returns & Exchanges: Can I get store credit instead of a refund? No – store credit isn’t offered; refunds are issued to the original payment method (store credit is under consideration). At present, we’re not able to offer store credit for...
Can I pause the return window if I'm away?
Returns & Exchanges: No. Even if you’re away, the 14-day return window stays the same—there’s no pause or extension. We’re unable to pause or extend the 14-day return window, even if you’re away. Our returns process is designed with structure and...
Can I return a gift?
Returns & Exchanges: YES Yes, gifts may be returned within 14 days of delivery, provided the piece is unworn, unwashed, and all tags remain intact. The recipient can initiate the return using the order number and email address via our returns...
Can I return an item if I’ve worn it?
Returns & Exchanges: Can I return an item if I’ve worn it? We accept returns only for pieces that are unworn, unwashed, and have all original tags intact. Once an item has been worn, we’re unable to process a return, as we want every Emello piece...
Can I return an order without the original packaging?
Returns & Exchanges: Yes, you may return your order even if the original Emello gift box is missing. In this case, a £5 deduction will be made from your refund to reflect the absence of our signature packaging. We ask that all pieces are returned...
Can I return multiple orders in one parcel?
Returns & Exchanges: No — each order needs its own parcel. We’re unable to combine returns from multiple orders into a single parcel—each order must be returned in its own package, using the individual QR code or label provided for that order....
Can I return part of my order and keep the rest?
Returns & Exchanges: Yes, you’re welcome to return part of your order and keep the rest. We accept partial returns, provided each piece is unworn, unwashed, and all original tags remain intact. Our returns process is designed for ease and...
Can I return something I bought on sale?
Returns & Exchanges: Yes, sale items can be returned. We offer a 14-day return window from the date of delivery, provided the piece is unworn, unwashed, and all tags remain intact. Our intention is to ensure ease and confidence in every...
Can I start a return if I checked out as a guest?
Returns & Exchanges: Yes, you can start a return even if you checked out as a guest. Simply use your order number and the email address you provided at purchase in our returns portal. This process is designed for ease and ensures a seamless...
Can someone return on my behalf?
Returns & Exchanges: Yes, someone may return on your behalf as long as they have the QR code or return label and your order details. We’ve designed our returns process for ease and flexibility, recognising that life’s transitions sometimes require...
How do I start a return?
Returns & Exchanges: To begin a return, simply visit our returns portal and enter your order number along with your email address. You’ll be able to select the pieces you wish to return and generate a QR code or label for your parcel. Our process...
How do i track my return shipment?
Returns & Exchanges: A tracking link is provided in the QR code/label email – click that link to view your return’s status with the courier. To track your return shipment, simply click the tracking link provided in the email containing your QR...
How long do I have to return my order?
Returns & Exchanges: You have 14 days from the date your order is delivered to initiate a return. We ask that all pieces are returned in their original, unworn condition with tags intact, so they remain ready for their next chapter. If your return...
How long does a refund take?
Returns & Exchanges: How long does a refund take? 5–10 working days after processing. Refunds are issued to your original payment method within 5–10 working days after your return has been processed. We aim for a seamless experience, and you’ll...
I missed the return window. Can I still return my order?
Returns & Exchanges: Yes – returns requested after the 14-day window are handled case-by-case. Contact [email protected] as soon as possible with your order details – if you can show proof of a courier delay we’ll still honour the return. We...
My item arrived damaged — what should I do?
Returns & Exchanges: We’re sorry your piece arrived in less than perfect condition. To ensure a smooth resolution, please initiate a damaged-on-arrival return within 7 days of delivery. You’ll need to provide a photo of the damage, a photo of the...
What condition does the item need to be in to return it?
Returns & Exchanges: To be eligible for return, your piece must be unworn, unwashed, and have all original tags intact. We ask that items are tried on with care, preserving their original condition so they may be enjoyed by another member of our...
What if I sent back the wrong item by istake?
Returns & Exchanges: If you’ve accidentally returned the wrong piece, please email [email protected] as soon as possible with your order number and a brief description of what happened. We’ll work with you to help retrieve the correct item or...
Where can I find my return QR code or label?
Returns & Exchanges Your return QR code or label is automatically emailed to you once your return is approved or initiated. We recommend checking your inbox, as well as your spam or promotions folder, for this message. The email will also include...
Will I be refunded the shipping cost?
Returns & Exchanges: We refund shipping fees only if your piece is faulty or if you cancel your order before it has been dispatched. For change-of-mind returns, the original shipping cost is not included in the refund. This approach allows us to...