Return Policy – Emma Lancaster

Returns must be initiated within 30 days of receiving your order. Items must be unused and in their original packaging. Please note that, unfortunately, we do not offer free returns at this time. The customer is responsible for return shipping costs.

How does the return process work?

Please notify us within 30 days of receiving your order via email: support@emma-lancaster.uk

Your claim will be reviewed by our customer service team, and if the issue is confirmed, we will contact you by email with the following options:

 

• Receive a new product identical to the one ordered.

• Receive a product of similar value.

• Receive a voucher for the product value to use on future purchases.

 

Please note that once the order has been placed, it cannot be edited or cancelled before delivery. All orders are processed immediately to ensure timely delivery.

Are returns free?

Unfortunately, we do not offer free returns at this time. The customer is responsible for the cost of sending returns to our warehouse.

How long do I have to return an item?

After receiving your order, you have the option to register a return within 30 days.

What if my item is defective?

We’re sorry! Sometimes a product may be damaged during shipping or the wrong item may be delivered. We will always send a replacement package free of charge the first time.

If the product arrives defective a second time, we will refund the full amount paid.

When and how will I receive my refund?

Refunds are usually made using the original payment method. Typically, we can process the refund within 1–2 business days. Depending on the payment method, the amount will be credited immediately or after a short period.

Lost / Returned Package

If a package is lost or could not be delivered due to a logistical issue, we will immediately send a new package.

Please contact our customer service via support@emma-lancaster.uk.