Refund policy
Return and Refund Policy
Please note: return shipping is at the customer's expense. The costs of sending an item back to us are paid by the customer, except where the item is faulty or incorrect.
Can I return my order?
Yes. If you are not fully satisfied with your purchase, you can request a return within 30 days of the date you received your order, provided the return meets the following requirements:
- All parts, components and packaging are included, exactly as the product was received.
- The product is in its original condition, unworn and unused, with all original tags still attached. Damage caused by careless handling is not covered.
- Items for which hygiene is a relevant factor must be clean before being returned.
We reserve the right to refuse returned items if there is evidence that they have been used or damaged beyond normal inspection.
How do I start a return?
If your order meets the conditions above, email us at info@emmarosesmith.com stating:
- Your order number
- The reason for the return
- A photo of the item (if it arrived damaged or faulty)
- Your full name and address
Our team will reply with the correct return address. Please wait until you have received this address before sending anything back — do not return items to the sender address shown on the parcel. As the customer, you are responsible for the return shipping costs, except where the item you received is faulty or incorrect. In those situations, we cover the return costs.
Refunds
After receiving and inspecting your return (usually within 2–5 business days), we will process the refund to the payment method used for the purchase. If all conditions are met, we will refund you without undue delay and in any case within 14 days of the moment we were informed of your decision and received the returned goods. Refunds are issued in Australian dollars (AUD).
You will not be charged any fee for the refund. Depending on your bank or payment provider, it can take a further 3–10 business days before the amount appears in your account.
Changing or cancelling an order
If your order has not yet been shipped, it may still be possible to change or cancel it. Contact us as soon as possible after your purchase and we will do our best to help. Once the order has been shipped, we can no longer stop it in transit: in that case, please wait for the delivery and then follow the return procedure described above.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Our voluntary 30-day return period described above is offered in addition to, and does not limit, your rights under the Australian Consumer Law. Where you return an item because it is faulty, does not match its description or is otherwise covered by a consumer guarantee, the return is handled at no cost to you.
Damaged or faulty items
If your item arrives damaged or faulty, contact our customer service team with a few photos and a clear description of the problem. If we confirm that the fault is attributable to us, we will arrange a replacement or a refund at no cost to you.
Contact
Email: info@emmarosesmith.com
Estimated response time: within 24 business hours
Customer service hours (AEST):
Monday – Friday: 09:00 – 17:00
Saturday: 09:00 – 16:00
Sunday: 09:00 – 16:00
Business information
Store name: Emma Rose Smith
Company name: Atelier Emma & Rose
Company registration number (KvK): 34369650
Business address:
Donizettihof 26
2402 EK Alphen aan den Rijn
Netherlands
Emma Rose Smith is a trading name of Atelier Emma & Rose