Refund policy
Return and Refund Policy
A return must be requested within 30 days of receiving your order. Returned items must be unused, in unused condition and in their original packaging.
Please note that we do not currently offer free returns. The customer is responsible for the shipping costs of the return.
How do I request a return?
To start a return, contact our customer service within 30 days of receiving your order by sending an email to:
Our customer service will process your request and, once approved, will contact you by email offering one of the following options:
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A replacement item identical to the one originally ordered.
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A replacement item of equivalent value to the original item.
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Store credit to the value of the item, to be used towards a future purchase.
Please note that an order cannot be changed or cancelled after it has been placed and before it is dispatched. Orders are processed immediately to ensure the fastest possible delivery.
Are returns free?
No.
The customer is responsible for the cost of returning the item to the return address provided by our customer service.
How long do I have to make a return?
You can request a return within 30 days of the delivery date.
What should I do if my item is damaged or has a manufacturing defect?
We are sorry if this has happened.
In rare cases an item may be damaged during transit, or you may be sent the wrong item.
The first time an issue is reported, we will send you a new replacement item free of charge. No monetary refund is issued at this stage.
If the replacement item also arrives damaged or defective, we will refund the full amount you paid to your original payment method.
When will I receive my refund?
Approved refunds are returned to your original payment method.
Refunds are generally processed within 6–7 business days. Depending on your payment provider, it may take a few additional days before the funds appear in your account.
Lost or undelivered shipments
If your shipment is lost or cannot be delivered due to a logistics issue, we will send you a new order at no additional cost.
Contact us
If you have any questions about returns or refunds, please contact our customer service:
Email: help@emma-helsinki.fi