Refund & Return Policy
At Emma & Jane Studios, we strive to provide a transparent and enjoyable shopping experience. Please read this Return & Refund Policy carefully before placing an order. By purchasing from Emmajanstudios.com, you agree to the terms outlined below.
1. Return Period
Eligible items may be returned within 30 days from the date your order is delivered, subject to the conditions set out in this policy.
2. Return Conditions
To qualify for a return, your item must meet all of the following requirements:
- The item must be unused, unworn, unwashed, and undamaged.
- The item must be returned in its original condition.
- All original tags, labels, and packaging must still be attached and included.
- The return request must be submitted within 30 days of delivery.
- The return must be approved in advance by our customer support team.
Trying on clothing to determine the correct fit, as you would in a physical retail store, is permitted. However, if an item shows signs of wear, washing, stains, odors, pet hair, damage, or any condition that reduces its resale value, a reduction in the refund amount may be applied.
3. Damaged or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 14 days of delivery.
To help us resolve the issue quickly, please include:
- Your order number
- Clear photographs of the product
- Clear photographs of the packaging
- A brief description of the problem
Depending on the circumstances, we may offer a replacement, partial refund, store credit, or another appropriate resolution.
Claims submitted after 14 days of delivery may no longer qualify for a replacement or refund.
4. Non-Returnable Items
The following items cannot be returned:
- Personalized or custom-made products
- Products damaged through misuse or improper care
- Products with removed hygiene seals where applicable
- Underwear, shapewear, swimwear, or similar hygiene-sensitive items once the hygiene seal has been removed
5. Return Shipping Costs
Unless the return is due to our error or a defective product, customers are responsible for:
- Return shipping costs
- Choosing a shipping carrier capable of international delivery
- Any customs duties, taxes, or import charges
- Correct customs documentation
Emma & Jane Studios cannot be held responsible for returns delayed, rejected, or lost because of customs procedures or incorrect shipping methods.
6. Return Authorization
Customers may never return an item without prior authorization.
Any parcel returned without written approval from our customer support team may be refused and will not qualify for a refund.
Once your return request has been approved, we will provide detailed return instructions together with the correct return address.
7. Return Address
Returns may only be sent after your return request has been reviewed and approved by our customer support team.
Customers may never return an item without prior written authorization from Emma & Jane Studios. Any unauthorized return may be refused and will not be eligible for a refund.
Once your return has been approved, your parcel must be sent to the following authorized return address:
Recipient: Liu Changxing
Address: No.2 freight elevator on the west side of the 3rd floor, upstairs, Yuantong Express, No. 409, Suxi, Yiwu Town
Zip Code: 310000
Province / State: Zhejiang
Country: China
Please do not send any returns before receiving confirmation and return instructions from our support team. Emma & Jane Studios is not responsible for parcels sent without authorization or to any other address.
8. How to Request a Return
To request a return, please contact our support team by email and include:
- Your order number
- Your full name
- The item(s) you wish to return
- The reason for the return
- Photos of the product (required for damaged or defective items)
Our support team will review your request and respond within 24 business hours (Monday–Friday).
9. Order Cancellations
Orders may be cancelled within 2 hours of purchase by contacting our customer support team.
After this period, your order may already have entered processing and cancellation can no longer be guaranteed.
If cancellation is still possible after processing has begun, we reserve the right to deduct reasonable payment processing and administrative costs where permitted by applicable law.
If your order has already shipped, you may request a return after delivery in accordance with this policy.
10. Refunds
Once your approved return has been received and inspected, we will notify you of the outcome.
If approved:
- Your refund will be issued to the original payment method.
- Refunds are typically processed within 10 business days after inspection.
- Your payment provider may require additional time before the refund appears in your account.
- Original shipping charges are non-refundable unless required by law or where the return is due to our error.
11. Promotional Discounts
If your order qualified for a promotional discount, bundle offer, or buy-more-save-more promotion, and you return part of your order, your refund may be recalculated.
Discounts are based on the products you keep, not the products originally purchased.
If returning items causes your remaining order to no longer qualify for the promotion, the discount will be adjusted accordingly before the refund is processed.
12. Store Credit
In some situations, we may offer store credit instead of a monetary refund.
Store credit:
- Is issued at our discretion.
- Cannot be exchanged for cash.
- May only be issued once per order.
13. Failed Deliveries & Incorrect Addresses
If an order is returned because the shipping address provided by the customer was incomplete or incorrect, we may:
- Arrange a reshipment once the parcel has been returned and the correct address has been confirmed, with any additional shipping costs payable by the customer; or
- Offer store credit where appropriate.
If returned products are no longer in their original condition, a reduction in refund value may apply.
14. Changes to This Policy
Emma & Jane Studios reserves the right to update or modify this Return & Refund Policy at any time.
Any changes become effective immediately after publication on Emmajanstudios.com.
15. Contact Us
If you have any questions regarding returns or refunds, please contact us.
Emma & Jane Studios
Website: Emmajanstudios.com
Email: support@emmajanestudios.com
Business Address: Harmkoningstraat 40, Coevorden, The Netherlands (no return address)
Support Hours: Monday – Friday 9:00 AM – 5:00 PM (EST)