Refund policy
Return & Warranty Policy
Empower moms and women with bags that simplify their busy lives is our mission, and we stand by the versatility, functionality and durability of everything we make. We want you to love your Emma & Kate products as much as we do. That’s why we offer a 90-Day Guarantee—if it does not make your lives easier, we’ll return your money back GUARANTEED!
Return Eligibility:
To be eligible for a return, items must be unused, unwashed and sealed in their original packaging. Any signs of use, or damage may result in the return being declined, so please gently test your products at home. Personalized, final-sale items, and free gifts are non-returnable.
- Replacement items provided as compensation for defects or issues with the original order are final and are not eligible for further return, refund, or replacement, including cases where the customer later decides they do not like the item.
- Reshipment items sent due to delivery failures caused by customer-provided errors (such as an incorrect shipping address) are final and are not eligible for return, refund, or replacement.
How to Initiate a Return:
- Contact us through our Contact Page with your order number and reason for the return.
- We’ll provide return shipping instructions.
- Ship the item back — return shipping costs and restocking fees are the customer’s responsibility.
- Once we receive and inspect the item, the refunds will be issued to your original payment method within 7–10 business days, depending on your payment provider. Return shipping fees will be deducted from the final refund amount.
Return Shipping
Customers are responsible for return shipping and restocking fees. Original shipping fees are non-refundable.
Shipping delays caused by customs clearance, carrier issues, or other external factors beyond our control do not qualify as valid reasons for a return or refund dispute.
Note: All returns are processed through our centralized international facility, and may require international shipping.
Unauthorized Returns: Please do not return any items without first contacting our support team. Unauthorized returns will not be processed.
Defective or Damaged Items
If your order arrives defective, damaged, or in the wrong color/size, we’ll send you a replacement or partial refund at no extra cost.
How to Report a Defect or Damage:
- Contact our support team through our Contact Page within 7 Business Days.
- Provide your order number and clear photos of the issue.
- We’ll arrange for a replacement or partial refund at no extra cost.
Order Cancellation Policy
Our system processes orders instantly, so cancellations can only be made within 1 hour of placing your order. After this window, or once the order is being processed or shipped, cancellation is no longer possible.
If your package has already been shipped, you may still return the items after receiving them. Please note that return shipping costs and restocking fees are the customer’s responsibility.
To request a withdrawal or return, simply email us with a photo of the package at support@emmakate.store after you have received the items. Your refund will be processed once we have received and inspected the returned goods.
Free Gift Policy
Free gifts, including promotional and complimentary items, will only be included if all required selections (e.g., color or variation) are completed at the cart and checkout stage. If no selection is made, the free gift will not be included in the order. Orders cannot be modified after placement, and missing free gifts due to incomplete selection are not eligible for reshipment or refund.
Non-Returnable Items
Items purchased with a discount code or automatic discount, as well as free gifts, replacement items, and reshipment items, are Final Sale and cannot be returned, exchanged, or refunded. Please review your order carefully before checkout, as discounted items are sold as-is.
1-Year Warranty
We stand by the quality of our products. Your Emma & Kate Everyday Bag is backed by a one-year warranty covering manufacturing defects.
Warranty Covers:
Hardware, structural issues affecting normal use.
Warranty Does NOT Cover:
- Normal wear and tear (e.g: fabric aging, minor scratches, or fading).
- Changes in fabric texture, metal chipping, or painted elements.
- Damage caused by misuse, improper care, or modifications.
How to Make a Warranty Claim:
- Contact our support team through our Contact Page with your order number, a description of the issue, and photos of the defect.
- Our team will assess and provide the next steps for repair or replacement.
