Returns & Refunds

At Emma & Sarah, we want you to love every piece you order. If something isn't quite right, we're here to help.

1. CANCELLATION POLICY

  • Standard Orders: We accept cancellations for a full refund within 24 hours of purchase, provided the order has not yet been processed.
  • Custom / Made-to-Order Items: Some of our pieces are handcrafted specifically for you upon order.
    • You may cancel a made-to-order item within 24 hours of purchase.
    • After 24 hours, your order enters the production queue and cannot be cancelled, as materials will have already been cut and prepared specifically for you.
  • How to Cancel: Email us immediately at info@emmaandsarah.com with your order number and "CANCEL" in the subject line.

2. RETURN CONDITIONS

You have 30 days from the date of delivery to request a return. To be eligible, your item must meet all of the following criteria:

  • Condition: Items must be unworn, unwashed, and in their original condition.
  • Tags & Packaging: All original tags must be attached and the item must be returned in its original packaging.
  • Hygiene: Garments that appear worn or have traces of makeup, deodorant, or perfume will not be accepted.

3. RETURN SHIPPING COSTS

  • Faulty or Incorrect Items: If you received a defective item or the wrong product, Emma & Sarah will cover the return shipping cost or send a replacement free of charge.
  • Change of Mind / Sizing: If the return is due to personal preference (e.g., wrong size ordered, change of mind), the customer is responsible for return postage costs. Original shipping fees are non-refundable.

4. NON-RETURNABLE ITEMS

The following items are Final Sale and cannot be returned or exchanged:

  • Clearance or items marked as "Final Sale."
  • Promotional add-ons, gifts, or mystery box items.
  • Intimate apparel (bodysuits, swimwear) for hygiene reasons.
  • Items damaged due to customer use, improper washing, or alteration.
  • Custom / made-to-order items, unless a quality defect is present.

5. HOW TO INITIATE A RETURN

⚠️ Important: Please do not send your return to the address on the original package. That is our logistics carrier's warehouse and they are unable to process returns on our behalf.

  • Step 1 — Contact Us: Email info@emmaandsarah.com with your order number and the reason for your return. Please include "RETURN" in the subject line.
  • Step 2 — Await Approval: Our customer care team will review your request within 24 hours. If approved, we will provide you with the correct return address and full instructions.
  • Step 3 — Send It Back: Pack the item securely and post it back within 7 days of receiving our instructions. We strongly recommend using a tracked postal service, as we cannot be held responsible for lost return parcels.

6. REFUNDS & EXCHANGES

  • Inspection: Once your return is received and inspected at our warehouse (usually within 3–5 business days), we will notify you of the outcome.
  • Refund Processing: If approved, your refund will be applied to your original payment method. Please allow 5–10 business days for your bank to process the funds. Under UK consumer law, refunds will be issued within 14 days of us receiving the returned item.
  • Exchanges: If you need a different size or style, the quickest option is to return the original item for a refund and place a new order separately.

7. YOUR RIGHTS UNDER UK LAW

As a UK customer, you are protected under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. You have the right to return most items within 14 days of receipt for any reason (cooling-off period), and a further 14 days to return the item once you have notified us. Faulty or misdescribed items are entitled to a full refund, repair, or replacement. Nothing in this policy affects your statutory rights.

8. DELIVERY ISSUES

Emma & Sarah cannot be held responsible for failed delivery attempts caused by incorrect or incomplete shipping information provided at checkout (e.g., wrong address, missing flat number). Please double-check your delivery details carefully before placing your order. If you spot an error, contact us immediately at info@emmaandsarah.com.