At Emerald, we want you to shop with confidence. If your purchase does not meet your expectations, we are here to help with a simple and quick return and refund process.
Returns
Return Period
You may request a return within 30 days of receiving your order.
Yes, we accept returns for both defective and non-defective products.
Return Eligibility
To be eligible for a return, your item must:
-Be new and in its original condition.
-Include all original tags, accessories, and documents.
-Be returned in its original packaging whenever possible to prevent damage during transit.
We reserve the right to refuse returns that do not meet these conditions.
Return Shipping Costs
Customer-Initiated Returns
If you wish to return an item because you changed your mind, ordered the wrong size, or for any similar reason, you are responsible for arranging and paying the return shipping costs.
Please use a reliable postal or courier service that provides tracking, as we cannot be held responsible for returns lost during transit.
Incorrect, Damaged, or Defective Items
If your order arrives damaged or defective, or if you receive the wrong item, Emerald will cover the return shipping costs.
Simply contact our customer service team with your order details and, where applicable, include photos showing the issue. We will provide you with a prepaid return label by email at no additional cost.
Restocking Fees
We do not charge any restocking fees on eligible returns.
How to Make a Return
- Contact our customer service team at contact@emerald-shop.com, providing your order number and the reason for your return.
- Once your request has been reviewed, we will send you a return authorization and detailed return instructions.
- Carefully package the item, making sure to include all original accessories, tags, and packaging.
- Ship the package according to the instructions provided in your return authorization email.
Refunds
Inspection
Once your returned item arrives at our warehouse, it will be inspected to ensure that it meets our return requirements.
Processing Time
If your return is approved, your refund will be issued to the original payment method used for your purchase.
Depending on your bank or payment provider, the refund may take up to 7 business days to appear in your account after it has been issued.
Refund Amount
Approved refunds will cover the full purchase price of the returned product. Refunds are issued only through the original payment method used for the order.
Exchanges
We will be happy to provide an exchange if you need a different size or would prefer another model.
To request an exchange, please contact our customer service team before sending your item back.
-Exchange fees: Free.
-Return shipping to our warehouse: Paid by the customer.
-Shipping of the replacement item: Covered by Emerald at no additional cost.
Once your returned item has been received and inspected, your replacement item will be shipped as soon as possible.
