Returns & Refunds
At Emello, we believe in thoughtful design, intentional living, and creating pieces that become part of your story. Every Emello garment is crafted to embody quiet confidence and enduring elegance. If, for any reason, your purchase isn’t quite right, we’re here to make the return process as seamless as possible.
Return Eligibility
We accept returns on full-price and sale items within 14 days of delivery.
- In their original condition
- Unworn, unwashed, and free of alterations
- Returned with all original tags and packaging intact
Gift box missing will incur a £5 deduction from your refund. No items are non-returnable. Worn returns are not accepted.
How to Initiate a Return
- Submit your return request via our Returns portal using your order number and email.
- Once approved, you will receive return instructions and a QR code or prepaid shipping label (£5.95 flat rate for UK returns).
- Drop at any DPD Pickup ParcelShop.
- Ship the return within 14 days of delivery (or within 7 days of receiving confirmation if pre-approved late return).
We encourage using a trackable shipping method if returning independently.
Refunds
Once your return is received and reviewed, refunds will be issued to your original form of payment within 5–10 working days. You’ll receive a confirmation email when the refund has been processed. Shipping fees are refunded only for faulty goods or cancellations before dispatch.
Exchanges
We recommend placing a new order for your desired piece and returning the original for a refund. Size and colour exchanges are available for the same item if stock allows. The exchange item will be dispatched immediately, and you will have 14 days to return the original. If the original is not received in time, your payment method will be charged for the replacement.
Return Shipping
UK orders: £5.95 flat rate DPD drop-off (label/QR code provided).
International orders: Customer pays tracked return shipping. Duties and taxes are non-refundable.
Faulty or Incorrect Items
If you receive an item that is incorrect or does not meet our quality standards, please notify us at care@emello.com within 7 days of delivery. Include:
- Your order number
- Photos of the fault or incorrect item
- Photos of the packaging
We’ll ensure a prompt resolution.
Gift Returns
Received Emello as a gift? Recipients can exchange or return via the returns portal within 14 days of delivery. Refunds will be issued as store credit to the recipient if eligible.
Your Emello Concierge
Should you need guidance, a second opinion, or a gentle hand through the process, our Client Concierge is here to support you with the same grace and care that defines every Emello piece.
Email: care@emello.com
Hours: Mon–Fri 08:00–20:00 UK time (excluding bank holidays)
