Return & Exchange Policy
Return & Exchange Policy
At EMELLIA, we value customer satisfaction and strive to provide a hassle-free return and exchange experience. Please review our policy carefully before initiating a return or exchange.
1. 30-Day Return Policy
We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return.
Return Eligibility
To qualify for a return:
✔ The item must be in its original condition, unworn, with tags attached, and in its original packaging.
✔ You must provide a receipt or proof of purchase.
✔ Returns must be initiated by contacting us at customerservice@emellia.com.
📌 Important Notes:
- EMELLIA does not provide free return and exchange services unless there is a product quality issue.
- A restocking fee of 10% - 20% will be applied to non-quality-related returns.
- If your return is approved, we will provide return instructions. Do not send back items without prior approval, as they will not be accepted.
2. Damages and Issues
Please inspect your order immediately upon arrival and contact us if:
❌ The item is defective, damaged, or incorrect.
We will evaluate the issue and provide an appropriate resolution as soon as possible.
3. Exchanges
To exchange an item:
1️⃣ Initiate a return by following the return process.
2️⃣ Once your return is approved, place a new order for the item you want.
We do not offer direct exchanges, as we process new orders separately from returns.
4. Refund Process
✔ We will notify you once we receive and inspect your return.
✔ If approved, a refund will be issued to your original payment method within 10 business days.
✔ Processing times may vary depending on your bank or credit card provider.
📌 Haven’t received your refund after 15 business days? Contact us at customerservice@emellia.com.
5. Return Fees
To ensure smooth returns and responsible item processing, a return fee will be applied. The total fee includes a restocking fee and a return shipping fee, which varies based on the order status and item condition.
| Order Status / Item Condition | Restocking Fee | Return Shipping Fee |
|---|---|---|
| Order canceled in transit | 10% of total order value | Based on logistics provider and distance |
| Unopened package with intact packaging & accessories | 10% of total order value | Based on logistics provider and distance |
| Opened package, used product, but all contents intact | 10% of total order value | Based on logistics provider and distance |
📌 Return Shipping Fee Responsibility
- Customers are responsible for all return shipping costs unless the return is due to a product defect or incorrect item sent.
- We do not cover return shipping fees for non-quality-related returns.
6. Order Cancellation Policy
❌ Order cancellations are only possible before shipping.
- Personal cancellations (regardless of order time) will incur a 5% cancellation fee.
- If the order has already been shipped, it must be handled according to the return policy.
7. Return Address Information
🚨 Do NOT send returns to the original shipping address.
Once your return request is approved, we will provide the correct return address via email.
📌 Returns sent without prior authorization will not be accepted.
8. Need Help?
For any questions or concerns regarding returns and exchanges, contact us at customerservice@emellia.com.