Refund policy

Refund & Return Policy

Whether your order arrived damaged, the wrong size or simply isn't quite right, we'll put it right. Every order is covered by our 30-Day Returns Policy.

1. What we cover

  • Damaged or faulty on arrival: we'll send a free replacement, usually without you needing to return the original. You can choose a refund or store credit instead.
  • Wrong item, size or colour: we'll send the correct item free of charge, or refund you in full.
  • Missing items or parts: we'll send what's missing free of charge, or refund the missing part of your order.
  • Doesn't fit: we'll send one free replacement in another size. If you'd prefer a refund or store credit, just let us know.
  • Faulty under normal use: if an item develops a fault within 30 days of delivery, send us a photo and we'll offer a replacement, store credit or a refund.
  • Changed your mind: you can return any item within 30 days of delivery for a refund. There is no restocking fee.

2. Flexible options

Depending on your situation, we may also offer:

  • a partial refund while you keep the item
  • store credit, sometimes worth more than your original purchase
  • a free replacement in a different size

These options are always optional. You can always choose to return the item for a full refund instead.

3. Store credit

Store credit is issued as a digital gift card. You can use it on anything in our store, and it never expires.

4. How to start a return or claim

  1. Email us at info@emmasboutique-london.com within 30 days of delivery with your order number, the item and a short description of the issue.
  2. For damage or faults, please add photos or a short video. For damage in transit, include photos of both the item and the packaging.
  3. For a return, please wait for our reply before sending anything back. We'll send you the return address and instructions.

Returned items must be unworn, unused and in their original packaging with all tags attached.

Return address: Emma’s Boutique London, Brink van Pietje Bell 130, Pijnacker, 2641 BG, the Netherlands

5. Refunds

We refund within 14 days of receiving your return, or of receiving proof that you have sent it back, whichever is sooner. In most cases we refund within 7 working days. Refunds go back to your original payment method. Depending on your bank or card provider, it can take up to 10 working days to appear on your statement. The same timings apply to partial refunds.

6. Return shipping costs

  • Faulty, damaged or incorrect items: free. In most cases you don't need to send the item back at all.
  • Change of mind or fit: you pay the cost of returning the item. Please use a tracked service and email us the tracking number.

7. Good to know

  • Please contact us before sending a return. Returns sent without contacting us first may take longer to process.
  • Please keep the item until we've reviewed your claim.
  • We can't be responsible for untracked return parcels that are lost or damaged on the way back to us.
  • Store credit can't be exchanged for cash once accepted.
  • For sets, we refund or replace only the affected item, unless the set was sold as a single item.
  • Claims made more than 30 days after delivery fall outside our 30-Day Returns Policy, but your statutory rights below still apply.

This policy is in addition to your statutory rights, not instead of them. Under the Consumer Contracts Regulations 2013, you can cancel your order for any reason within 14 days of receiving it. Under the Consumer Rights Act 2015, you are entitled to a repair, replacement or refund if goods are faulty, not as described or not fit for purpose. Our 30-Day Returns Policy gives you more time than the law requires.

Contact

Business Information
Store Name: Emma’s Boutique London
Company Name: T.V. ecom
Chamber of Commerce (KVK) no.: 42075023
Business Address:
Brink van Pietje Bell 13, Pijnacker, 2641 BG, the Netherlands
Warehouse Address: Brink van Pietje Bell 130, Pijnacker, 2641 BG, the Netherlands
Trading Name: Emma’s Boutique London is a trading name of T.V. ecom.

Customer Service Hours (UK time):
Monday – Friday: 9am – 5pm
Saturday – Sunday: Closed
We usually reply within 24 hours on working days.
Email: info@emmasboutique-london.com
Phone: +447366583751