Refund policy

If for any reason the goods you receive are faulty or damaged in any way we will be happy to exchange the items or offer a full refund. Please contact our Customer Service team info@emesfragrance.com. The damaged product will be replaced with the same item as soon as possible. An alternative product will be offered in cases where stocks are no longer available.

Should a replacement not be required please notify us and we will refund the cost of the damaged products. Please note that it may be necessary to provide photographic evidence of the damaged goods or in more severe cases, we may choose to collect the damaged products from you for Quality Review investigation.

Where goods are believed to be faulty, please notify us of your intent to return the goods in writing, by email. All goods believed to be faulty will be required for Quality Review.

Our Quality Review team will then carry out a full investigation and a response will be sent to you directly.

Please allow an investigation time of approximately 4 weeks after receipt of your item. Our Customer Service team will contact you directly.

The order reference should be included with all correspondence with our Customer Service team.

Returns Procedure

All returns should be wrapped securely in the same packaging in which the items were originally received, with the order reference clearly displayed on the exterior. Where a return is required, we request that the goods be received at the below address within 30 days from the date of receipt. The cost of returning the goods is your responsibility.

Please note that our stores are unable to accept returns made from purchases online.

Our return address is listed on the shipping label from the item you received.  Contact us if it has been discarded.

If the original packaging has been disposed of or is no longer suitable, goods must be wrapped in appropriate packaging to ensure that the goods arrive with us in their original condition. We reserve the right to refuse a refund/exchange for damages caused by insufficient packaging.

We recommend that returns are made via traceable delivery and/ or that a proof of postage is obtained, in the unlikely event that we do not receive the parcel.

Orders which have qualified for a gift with purchase, and where the entire order is being returned, the free gift must also be returned in order for the goods to be exchanged/ refunded.

Exchanges will be processed within 2-5 working days from the date the returned goods are received. Postage charges will be applied for any exchanges; these will be charged at the standard rate.

Where a refund is due, this will be processed onto the credit/ debit that which the purchase was made, within 2-5 working days from the date the returned goods are received. Refunds may take 5-7 working days to reflect against an account, depending on the card issuing bank.