5.2 Return Policy

Last updated: 4 August 2026

At Emma & Oliver London, customer satisfaction is our priority. However, we understand that there may be occasions when you'd like to return an item. This Return Policy explains our return process and the conditions that apply.

If you have any questions before returning an item, please contact our Customer Support team at support@emmaoliverlondon.com.

1. Our Fulfilment Process

To improve efficiency and reduce unnecessary waste, many of our products are dispatched directly from our trusted manufacturing partners.

Where applicable, returned items may need to be sent to the designated returns facility provided by our fulfilment partner. The correct return address will always be supplied after your return request has been approved. Please do not return items without prior authorisation.

2. Return Request Period

You may request a return within 14 days of receiving your order by contacting support@emmaoliverlondon.com.

Your return request must include:

• Your order number.

• The reason for your return.

Returns can only be requested after the order has been delivered.

Once your request has been reviewed and approved, we'll provide you with detailed return instructions and the appropriate return address.

3. Return Conditions

To qualify for a return, items must:

• Be unworn, unwashed, undamaged, and in their original condition.

• Include all original labels and tags.

• Have only been tried on and not used.

Please note:

• Items purchased during promotional or sale periods may only be returned where permitted under applicable consumer law or where the item is faulty.

• We ask customers not to order multiple sizes of the same product with the intention of returning unwanted items.

• For hygiene reasons, underwear, swimwear, earrings, and certain jewellery items cannot be returned unless they are unopened, unused, and in their original sealed packaging where applicable.

4. Return Shipping Costs

Unless the return is due to an error on our part or a faulty product, customers are responsible for the cost of returning their items.

Where international returns are required, customers are also responsible for any applicable shipping charges, customs duties, taxes, or import fees.

Customers are responsible for arranging the return shipment and ensuring that it includes tracking. We strongly recommend using a tracked delivery service, as we cannot accept responsibility for items lost in transit.

5. Alternative Solutions

As international returns can sometimes be costly, we're always happy to explore alternative solutions where appropriate.

Depending on the circumstances, this may include:

• A partial refund.

• Store credit.

• A replacement item.

• A discount on a future order.

Please contact support@emmaoliverlondon.com before returning any item so we can help determine the most suitable solution.

6. Incorrect, Damaged, or Faulty Items

If you receive an incorrect, damaged, or faulty item, please contact us within 14 days of delivery.

Please include:

• A detailed description of the issue.

• Clear photographs showing the problem.

• Your order number.

Providing clear photographs helps us investigate your claim and resolve the issue as quickly as possible.

7. Refunds

Refunds are processed once the returned item has been received and inspected.

If your return is approved, your refund will be issued to your original payment method within 14 days.

Please note that your bank or payment provider may take additional time to process the transaction.

Unless otherwise required by law, original delivery charges are non-refundable.

8. Order Cancellations

As orders enter our fulfilment process shortly after being placed, cancellations cannot normally be accepted once processing has begun.

If you experience any issues with your order, please contact support@emmaoliverlondon.com before initiating a payment dispute or chargeback. We'll always do our best to resolve the matter fairly and promptly.

9. Delivery Responsibility

Responsibility for a parcel transfers to the customer once the courier confirms successful delivery to the delivery address provided during checkout.

Customers are responsible for ensuring that their delivery address is correct when placing an order.

If you notice an error in your delivery address, please contact support@emmaoliverlondon.com within 24 hours of placing your order. While we'll do our best to amend the address, we cannot guarantee changes once an order has entered the fulfilment process.