Retraction Policy
At our store, we are committed to providing a clear and transparent shopping experience. This policy explains your right to cancel an order and return eligible products.
Your Right to Cancel
If you are purchasing as a consumer in the United Kingdom, you have the right to cancel your order within 14 calendar days of receiving your goods without providing a reason, subject to the conditions outlined below.
To exercise your right to cancel, please contact our customer support team before the cancellation period expires. Include your order number and a clear statement that you wish to cancel your purchase.
Returning Your Items
After notifying us of your cancellation, you should return the goods within 14 days.
Returned items must:
- Be unused and in their original condition.
- Include all original packaging, tags, and accessories where applicable.
- Be packaged securely to prevent damage during transit.
Customers are responsible for the cost of returning goods unless the item is faulty, damaged, or incorrect.
Refunds
Once we receive and inspect your returned items, we will process your refund using the original payment method.
Refunds are typically processed within 14 days after we receive the returned goods or receive evidence that they have been sent back, whichever occurs first.
Original standard delivery charges will also be refunded where required by applicable consumer law. Additional delivery charges for premium shipping services are not refundable.
Exceptions
The right to cancel may not apply to certain products, including:
- Goods made to your personal specifications or clearly personalized.
- Products that have been worn, damaged, or altered after delivery.
- Items that cannot be returned for hygiene reasons once the original seal has been removed, where applicable.
These exceptions do not affect your statutory rights if goods are faulty or not as described.
Faulty or Incorrect Items
If your order arrives damaged, defective, or differs from the product description, please contact us as soon as possible. We will work with you to provide an appropriate solution in accordance with your statutory consumer rights.
Contact Us
If you wish to cancel an order or have any questions regarding this policy, please contact our customer support team using the contact information provided on our website.
This policy does not affect any statutory rights available under applicable consumer protection laws.
Store Name: Emerald
Website: https://emerald-shop.com
Email: contact@emerald-shop.com
Phone: +44 7451 256085
Customer Support Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT +1)
Response Time: We aim to reply to all enquiries within one business day.