Refunds & Returns Policy
Our policy is valid for 30 days. If 30 days have passed since you received your item, we unfortunately cannot offer you a refund or exchange.
If you change your mind within 24 hours of placing your order, we will issue an immediate refund.
Please note that all orders are processed after a 24-hour period to allow for any corrections or changes requested by customers. After this period, if your order has already been processed, we will not be able to cancel it until it has been delivered, received and returned to the address provided.
Returns
To be eligible for a return, your item must be unused, in the same condition in which you received it, and in its original packaging.
Return costs are the responsibility of the customer and the product must be sent to the return address provided by our team.
Certain types of items cannot be returned. This includes:
Intimate or hygiene items
Gift cards
To start a return, we will verify your order using the order number and/or the information provided at the time of purchase (usually your email address).
We have two options for validating a return:
We confirm receipt of the parcel at the return address indicated.
You send us a scanned copy or a photo as proof that the parcel has been shipped.
Please do not send parcels directly to the manufacturer. A postal receipt or shipping slip may be accepted as proof of return.
In some cases, we may require the product to be physically received and examined before we can issue a refund.
If you receive a defective product and refuse to provide photographic evidence, we may ask you to return the product for inspection.
Refunds are issued only after receipt and inspection of the returned item.
If the item is found to be in good condition, you will be informed with photographic and/or video evidence, and the refund request will be refused.
Although these procedures may seem strict, they are necessary to prevent fraudulent claims. We assure you that every request is handled with care and impartiality.
Refund Process
Once your return has been received and inspected, you will receive an email confirming whether your refund has been approved or refused.
If approved, your refund will automatically be processed to your original payment method.
Processing times vary depending on your bank or card issuer. You will receive an email as soon as the refund has been initiated on our side.
Late or Missing Refunds
If you have not yet received your refund:
Check your bank account again.
Contact your credit card issuer, as posting times may vary.
Contact your bank.
If you have done these things and still have not received your refund, contact us at contact@design-emma.com.
Our customer service will review your case and help you.
Sale Items
Refunds for sale items, where applicable, will be issued based on the reduced price paid, and not the original selling price.
Exchanges
We only replace items if they are defective or damaged.
If you need to exchange an item for the same product, write to us at contact@design-emma.com.
Gifts
If the item was marked as a gift and shipped directly to you, you will receive a gift voucher for the value of the return.
Once the returned item has been received, a gift voucher will be sent to you by email.
If the item was not marked as a gift, or if the order was shipped to the person who gave the gift, we will refund the original purchaser and inform them of the return.
Return Costs
Return costs are the responsibility of the customer and are non-refundable.
If a refund is approved, the cost of return shipping will be deducted from the refunded amount.
The delivery time for replacement products may vary depending on your location.