Return Policy

RETURN ITEM REQUIREMENTS 

• Items must be in original condition with tags attached
• Items must be unwashed, unworn and no products used on it
• Items must not have had any alteration carried out on it 
• Full priced items and Sale items can be returned for an exchange
• Clearance items and Sample items cannot be returned
• Item must be sent back with a returns form
  (which our team will email to you) . Please include this in your return parcel so we can identify the parcel. 
• We do not offer returns for 'Change of minds' and we do no refunds 

 

We reserve the right to refuse a return if the item does not meet these requirements. 

The customer will be responsible for the return shipping cost. We will only cover the cost of any postage sending the exchange item back to the customer or if the item is faulty/ we have sent an incorrect item. 

We recommend using a shipping method with tracking, as we are not accountable for return parcels lost in transit.

 

EXCHANGE FOR A DIFFERENT SIZE /STYLE

If you would like to return /exchange an item for a different size/ style.  The item must be returned to us within 10 days upon receiving it.  For an exchange of a different style, the item that you would like to exchange for, must be of the same value as the original purchased item.

Please email contact@em-and-el.com with your order number, shipping address and the item you ordered. Our team will email a return form for you to complete and include in your returning parcel. 

Please reply back to that email once you have have shipped your return parcel confirming your return address. This is important so that we can send your exchange item to the correct address. 

Once your return arrives into our warehouse, please allow up to 5 business days for your return to be processed. You will receive an email notification once completed. 

If the item that you would like to exchange for, is out of stock , we will then notify you via email and process a store credit automatically. 

Unfortunately we are unable to hold items for exchanges as the inventory moves too fast.

 

 

RETURNING ITEMS IN EXCHANGE FOR SALE ITEMS 

You are unable to return an item in exchange for another item on a different bundle offer.

If you have purchased an item on a bundle offer, it can only be exchanged for an item which is on the same bundle offer. 

 

RECEIVED A FAULTY ITEM

We aim to provide top quality products. If you do find that your item is faulty, please contact us as soon as you notice the faulty.

Please email contact@em-and-el.com with your order number, shipping address and attach photos of the fault. 

Our returns team will be in touch with you and send you a return form to complete and include in your returning parcel. 

We will not be able to accept an item as faulty if the item has been worn, washed/ washed not accordingly to the garment care instructions or have had product used on it.

We will assess the product once it arrives into our warehouse before we can find a resolution for you. After assessment, and we find that the product you have bought is faulty, we will provide a remedy as required by the Consumer Guarantees Act. 

(We will not be able to accept any item as faulty if the item did not follow the care label)

    

INCORRECT ITEM/ SIZE SENT TO YOU

We work hard to ensure all orders are sent out accurately but mistakes can happen. We apologise for the inconvenience if an incorrect item has been sent to you. 

Please email contact@em-and-el.com with your order number, shipping address and the item you ordered and the incorrect item you received. (Please attach photos). We can then try our very best to resolve this for you!