Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, please contact us at info@emma-london.co. Returns must be requested and approved before any item is sent back. If your return is accepted, we will provide you with the return instructions and the correct return address. Items sent back without prior authorisation may not be accepted.

Return Shipping Costs

If the return is requested by the customer for personal reasons, including but not limited to a change of mind, ordering the wrong item, or no longer wanting the product, the customer is responsible for the return shipping costs. The specific return shipping cost will depend on the courier or shipping service selected by the customer.

If the return is due to our error, including where the item received is damaged, defective, or incorrect, the customer will not be required to bear the return shipping cost for that reason. In such cases, please contact us as soon as possible so we can review the issue and provide the appropriate solution.

Damaged, Defective or Incorrect Items

Please inspect your order upon receipt and contact us immediately if the item is damaged, defective, or if you received the wrong item, so that we can evaluate the issue and make it right.

Non-Returnable Items

We do not accept returns for sale items or gift cards.

Exchanges

The fastest way to ensure you get the item you want is to return the item you have, once approved, and place a separate order for the new item.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved. If approved, the refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or card issuer to process and post the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@emma-london.co.

Order Cancellations

Orders may be cancelled within 24 hours of being placed, provided the order has not yet been processed or dispatched.

To request a cancellation, please contact our customer service team as soon as possible at info@emma-london.co, including your order number, full name, and relevant contact details.

If the cancellation request is received within the first 24 hours and the order has not yet been processed, the order will be cancelled and any approved refund will be issued to the original payment method within 10 to 12 business days.

If the cancellation request is made after 24 hours, we cannot guarantee that the cancellation can be accepted. If the order has already been processed or dispatched, it can no longer be cancelled and will need to follow the standard return procedure once delivered, if eligible.

Any promotional discounts or offers applied to the original order may no longer apply in the event of cancellation or return.

Refused Deliveries

If a customer refuses delivery of an order without prior approval from our support team, we reserve the right to deduct any return-to-sender costs, handling costs, or other non-recoverable logistics charges from the refund, where permitted by applicable law.

Contact

Email: info@emma-london.co

Business Address:

Emma London, a company of HK ONO METRICS LIMITED
Unit 903D, 9/F, Cameron Commercial Centre
458-468 Hennessy Road
Causeway Bay, Hong Kong Island 999077
Hong Kong
Business registration number: 78758069
Company registration number: 3331772