Return Policy

Returns & Refunds Policy – Emily & Madison

PLEASE NOTE:
Emily & Madison does not offer free returns. Customers are responsible for all return shipping costs.

Is it possible to return my order?

Yes. If you are not satisfied with the items you have ordered, you may return them within 30 days of receipt.

To be eligible for a return, the following conditions must be met:

  • The return must include all original parts, components, and packaging, exactly as received.

  • The product must be in original condition; damage caused by careless handling is excluded.

  • Products for which hygiene is important must be thoroughly cleaned before returning.

  • We reserve the right to charge return shipping costs to the customer.

  • Returns are processed within 7 working days. If all conditions are met, the return will be officially acknowledged within this period.

  • We reserve the right to refuse returned items if we suspect they have been used or damaged beyond our control.

How can I return my order?

If your order meets the conditions above, please follow these steps:

  1. Send an email to info@emilyandmadison.com

  2. Include the following information:

    • Order number

    • Reason for the return request

    • Photo of the product (if damaged)

    • First and last name

    • Customer address

We will contact you and provide the correct return instructions and return address.
Please do not send the return without prior confirmation.
All return shipping costs are the responsibility of the customer.

Cancellation

You may cancel your order if you are a consumer (a natural person making a purchase for non-commercial purposes).

Cancellation Conditions:

  • Cancellation is possible within 1 hour after placing the order.

  • After 1 hour, cancellation is no longer possible, as the order is already being processed.

Due to our fully automated system, orders are processed immediately after being placed. Once processing has started, we cannot interrupt the shipping process. Refunds are therefore only possible after the goods have been received and returned.

To exercise your right of withdrawal, you must inform Emily & Madison via a clear statement (for example, by email).
Withdrawal is complete once we have received the returned goods.
Return shipping costs remain the responsibility of the customer.

Customs Fees

Returned shipments may be subject to customs inspections and additional charges.
Any duties, taxes, or handling fees imposed by customs authorities are the responsibility of the customer.
Emily & Madison does not cover or refund these costs.

Damaged or Faulty Items

If you receive a damaged or faulty item, please contact our customer service team immediately.

  • Include clear photos as proof

  • Clearly describe the issue

If the fault is on our end, we will send a replacement free of charge.

Consequences of Withdrawal

If you withdraw from the contract:

  • We will reimburse all payments received, excluding delivery costs (except where required by law).

  • Reimbursement will be made within 14 days after we have been informed of your decision and have received the returned goods.

  • Refunds will be issued using the same payment method as the original transaction, unless otherwise agreed.

  • No additional fees will be charged for the refund.