Refund policy
Returns & Refund Policy
At Haus of Emmy, we want you to love every purchase. If something isn't quite right, we're here to help.
To arrange a return, or to tell us about a problem with your order, email orders@hausofemmy.co.uk quoting your order number.
Your right to cancel
If you've changed your mind about your purchase, you have the right to cancel your order within 14 days of receiving your goods, in accordance with the Consumer Contracts Regulations 2013, which apply throughout the United Kingdom, including Northern Ireland.
After notifying us that you wish to return your order, you have a further 14 days to return the item to us.
To be eligible for a refund, your item must be:
- Unused and in its original condition
- Returned with all original packaging, tags and accessories
- Clean and free from stains or damage
- Suitable for resale
We reserve the right to reduce your refund if the value of the goods has been diminished by handling beyond what is necessary to establish their nature, characteristics and fit.
Trying items on
We understand it's important to check the fit of your clothing. You are welcome to try items on indoors only to check sizing. Please ensure the item remains clean, free from marks or stains, and in a resaleable condition.
Unfortunately, we cannot accept returns for items that have:
- Been worn outdoors
- Been used or displayed
- Become dirty or damaged
- Lost their original packaging or tags
Returning your order
Customers are responsible for the cost of returning unwanted items. We strongly recommend using a tracked postal or courier service, as Haus of Emmy cannot accept responsibility for returned parcels that are lost, damaged or delayed in transit.
Your refund cannot be processed until the returned goods have been received and inspected.
Faulty, incorrect or damaged items
We're sorry if something isn't right with your order. If you receive a damaged, faulty or incorrect item, please email orders@hausofemmy.co.uk as soon as possible with:
- Your order number
- A description of the issue
- Clear photographs of the item
- Photographs of the packaging, where applicable
We'll investigate promptly and work with you to arrange an appropriate resolution, which may include a replacement, exchange or refund in accordance with your statutory rights.
Items damaged during delivery
If your order arrives damaged in transit, please notify us within 24 hours of delivery. To help us resolve it quickly, please provide your order number, clear photographs of the damaged item, clear photographs of the outer packaging, and any internal packaging if relevant.
Order amendments and cancellations
If you need to amend or cancel your order, please contact us as soon as possible and we'll always do our best to help. Once your order has been packed, processed or dispatched, we're unable to amend, cancel or recall it. If your order has already been dispatched, you may still exercise your right to return it under this policy.
Non-returnable items
The following cannot be returned or exchanged unless they are faulty or not as described:
- Sale or clearance items
- Personalised or customised products
- Gift cards
- Any item returned in a used, damaged or non-resaleable condition
Refunds
Once your return has been received and inspected, we'll notify you of the outcome. If approved, your refund will be processed using the original payment method.
Refunds are typically processed within 5-10 working days, although your payment provider may take additional time to credit your account.
Original delivery charges are refundable only where required by law, or where the goods are faulty, damaged or supplied incorrectly.
Your consumer rights
Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. If goods are faulty, not as described or unfit for purpose, you may be entitled to a repair, replacement or refund in accordance with your legal rights.
Contact us
If you have any questions about your order or wish to arrange a return, email orders@hausofemmy.co.uk quoting your order number. We're always happy to help and will do our best to resolve any issues quickly and fairly.