Refund policy
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at emilianaylorbrownldn@gmail.com within 7 days of receiving your item(s), quoting your email address, order number, and a brief description of the reason for return and we can arrange a return.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
To complete your return, we require a receipt or proof of purchase.
When returning your order please package up your item(s) securely, in the original packaging and include a note of your name, address and order number inside the parcel.
We cannot refund returns with missing items, without original packaging or products that are not resalable.
Goods should be returned in their original, unworn condition and in full undamaged packaging.
Please ensure that you use a secure and tracked service to return the goods to us, insured to cover the full value of the order. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Emilia Naylor-Brown Ldn does not accept responsibility for any loss or damage to items or packaging during shipping to us. This responsibility lies with the customer.
For example Royal Mail Special Delivery will insure single items up to the value of £2,500.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If anything is unclear or if you have any questions regarding this process please do not hesitate to email.
You can always contact us for any return question at emilianaylorbrownldn@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
In accordance with UK law, for hygiene reasons we cannot accept returns for earrings. And does not apply to customised, personalised, made-to-order or bespoke items that have been designed for and made especially for you. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
No Exchanges.
Unfortunately, we cannot do exchanges at this time.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.