Refund policy

Returns and refunds

Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order within 14 days of the day after you receive it, without giving any reason.

To cancel, send us a clear statement before that period ends. An email to info.emilycharlotte9@gmail.com is enough. Please include your order number, your name and your address. Your cancellation takes effect the moment you send it. You do not need to wait for us to reply.

Our 30-day promise

We go further than the law requires. You have 30 days from the day you receive your order to send anything back, for any reason at all. Items must be unworn, with their tags attached, in their original packaging.

Sending the goods back

Please send the goods back without undue delay and no later than 14 days after telling us you are cancelling. Once you contact us we will send you the return address. Please do not send the parcel to the sender address printed on the delivery label.

You pay the cost of returning the goods to us.

You are only responsible for any loss in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and how they work. Trying a garment on at home, as you would in a shop, is fine.

Your refund

We will refund all payments received from you, including the standard cost of delivery. Delivery is free on every order, so there is nothing to add back.

We will refund you without undue delay, and no later than 14 days after we receive the goods back, or after you give us proof that you have sent them, whichever happens first.

We refund to the same payment method you used. There is no charge for this.

Faulty, damaged or misdescribed goods

These rights are separate from, and in addition to, everything above.

Under the Consumer Rights Act 2015, if what you receive is faulty, not as described or not fit for purpose:

Within 30 days of delivery, you can reject it and get a full refund.

After 30 days, you can ask us to repair or replace it. If that fails, you can claim a price reduction or reject the goods.

If a fault appears within the first six months, it is assumed to have been there when the goods were delivered, unless we can show otherwise.

Email info.emilycharlotte9@gmail.com with your order number and a description of the problem. Photographs help us deal with it faster, but they are not a condition of making a claim. We pay the cost of returning faulty goods.

Exceptions

Sealed earrings and other sealed pierced jewellery cannot be returned once the seal is broken, for hygiene reasons. This does not apply if the item is faulty, and it does not affect your statutory rights.

If you are unhappy with how we handle a return

Write to us at info.emilycharlotte9@gmail.com. You can also get free, independent advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.

Emily&Charlotte
Avenida Valentin Masip, Oviedo, Asturias, Spain
info.emilycharlotte9@gmail.com