At Emma & Kelly, we want you to love every purchase. If you’re not completely satisfied with your order, we’re here to help with a simple and transparent return and exchange process.

Please read the policy below before requesting a return or exchange.

Return Eligibility

To be eligible for a return or exchange, your item must:

• Be unused, unwashed, and unworn.
• Be in its original condition with all tags attached.
• Be returned in its original packaging.
• Be accompanied by the original order confirmation or invoice.
• Be requested within 7 days of receiving your order.

Products that do not meet these conditions may not qualify for a return or exchange.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

• Used or washed products.
• Products without original tags or packaging.
• Products damaged due to improper use or care.
• Gift cards (if applicable).
• Clearance or final sale items (unless received damaged or defective).

Damaged or Incorrect Items

If you receive:

• A damaged product
• A defective item
• The wrong product
• An item with a manufacturing defect

Please contact us within 48 hours of delivery with clear photos of the product and packaging. Our team will review your request and arrange a replacement or refund where applicable.

Exchange Policy

Need a different size or received the wrong item?

We offer exchanges for eligible products, subject to stock availability.

If the requested size or product is unavailable, you may choose an alternative product or receive a refund as per our policy.

Return Process

Returning an item is easy:

1. Contact our customer support team.
2. Share your order number and reason for the return or exchange.
3. If approved, we’ll provide return instructions.
4. Pack the item securely in its original packaging.
5. Once we receive and inspect the item, we’ll process your refund or exchange.

Refund Policy

Once your returned product is received and inspected:

• Approved refunds will be processed to the original payment method.
• Refunds are typically completed within 5–7 business days, depending on your bank or payment provider.
• Shipping charges (if applicable) are generally non-refundable unless the return is due to our error.

Cancellation Policy

Orders can be cancelled before they are dispatched.

Once an order has been shipped, it cannot be cancelled. However, you may request a return after delivery if your order meets our return eligibility criteria.

Return Shipping

• If the return is due to a damaged, defective, or incorrect product, Emma & Kelly will bear the return shipping cost.
• For returns due to a change of mind, customers may be responsible for the return shipping charges unless otherwise stated.

Need Assistance?

Our customer support team is always happy to help with returns, exchanges, and order-related queries.

Email: support@emmaandkelly.com

Phone: +91 98765 43210

Business Hours: Monday – Saturday, 10:00 AM – 6:00 PM (IST)