Refund policy

Refund policy

Exchanges (Beyond Nine Guarantee)

You can exchange an item for a different size or style for 270 days after delivery.

You can wear and wash an item before you exchange it.

For eligible orders in the USA, exchanges are free. We send you a prepaid return label. We also pay to send the new item to you.

To start an exchange:

  1. Go to emmemama.com/pages/returns-exchanges.
  2. Enter your order number and your email address.
  3. Select “Exchange”.
  4. Follow the instructions on the screen.

The portal accepts requests for 30 days after delivery. After 30 days, send an email to support@emmemama.com. We will help you.

Refunds

You can return an item for a refund for 14 days after delivery. The carrier must receive your return in these 14 days.

We send the refund to your initial payment method.

We remove these fees from the refund:

  • $8.95 for the return label.
  • $5 for each item. This fee pays for processing, steaming, and folding.

We do not refund the initial shipping cost.

A return label is valid for 14 days. After 14 days, you cannot use it.

Condition of returned items

An item that you return for a refund must:

  • Not be worn.
  • Have all its tags.
  • Be in its initial condition.

We can refuse an item that has stains, damage, odors, pet hair, or signs of wear.

Linen can feel rough before you wash it for the first time. Thus, you can wash an item one time before you return it. Use this procedure:

  • Use a gentle cycle, or wash the item by hand.
  • Hang the item to dry.

Do not make other changes to the item. You must start the return in the 14 days after delivery.

Items that you cannot return

You cannot return these items:

  • Final sale items.
  • Gift cards.

You can exchange preloved items or get store credit for them. You cannot get a refund for preloved items.

Damaged, defective, or incorrect items

Examine your order when you receive it. If an item is damaged, defective, or incorrect, send an email to support@emmemama.com immediately. We pay all shipping costs to correct the problem.

Refund time

We examine each return when we receive it. Then, we send you an email.

If we approve the refund, we send it to your initial payment method. Your bank can need some days to show the refund.

Important

You must start each return in our portal. We do not accept items that you send to us without a return request.

To start a return, you can visit our return portal