Refund policy

Returns at a Glance

Return window	30 days from delivery
Return shipping costs	You do, unless we made a mistake or the item arrived damaged
Refund timeframe	7 business days once we receive your item
Refund method	Original payment method
Exchanges	Yes, subject to stock
Faulty or damaged goods	Free replacement or refund, and we cover the return postage

Return Window

Not happy with your purchase? You've got 30 days from the day it arrives to send it back to us. Once that window has passed, unfortunately we won't be able to process a return.

To be accepted, items must be unused and unworn, with original tags still attached, and returned complete with original packaging, dust bags, and any accessories that came with it.

Starting Your Return

Email support@emmaboutique.nz with your order number and why you're returning the item
We'll respond within 24 hours with instructions on how to proceed
Pack the item securely, ideally in its original packaging
Post it to our returns address below:

324 Wooldridge Close
Feltham
TW14 8BY
United Kingdom
Your refund or exchange will be processed within 7 business days of us receiving it

Return Shipping Costs

You'll generally be responsible for the cost of returning your item.

If the return is due to our error — a damaged, faulty, or incorrect item — we'll cover return shipping costs instead.

Damaged or Faulty Item

We do our best to work with reliable carriers, but occasionally bags can get knocked around in transit. If yours arrives damaged, get in touch within 30 days of delivery at support@emmaboutique.nz with your order number and a photo showing the damage.

From there, we'll cover the cost of return postage and offer you either a free replacement or a full refund — your choice.

Incorrect or Incomplete Items

If your bag arrived with a missing strap, pouch, or accessory, or you received the wrong item entirely, email us at support@emmaboutique.nz and we'll fix it at no cost to you, postage included.

Cancelling Your Order

You can cancel your order free of charge within 12 hours of placing it.

Once your order has shipped, cancellations are no longer possible — you'll need to go through our standard return process instead.

Returning Part of a Multi-Item Order

If you only return some items from an order with multiple products, your original shipping fee isn't refunded — unless the return is the result of an error on our part.

Unreturable Items

We can't accept items that have been used, worn, or show signs of wear; items missing their original packaging, tags, or accessories; or anything returned after the 30-day window has closed.

Refund Timeframe

Once we receive and inspect your returned item, we'll issue your refund within 7 business days, and you'll get an email confirming it's been processed.

Refunds are returned to your original payment method. Your bank may take a few additional days to reflect it in your account.

Late Refunds

If it's been more than 7 business days since your return was received and you still haven't seen your refund, check with your bank or card provider first, as delays can happen on their end. Still nothing? Email support@emmaboutique.nz and we'll chase it up for you.

Exchanges

Exchanges are subject to availability. To request one, email support@emmaboutique.nz with your order number and the item you'd like instead. If there's a price difference, we'll either charge or refund you accordingly.

Your Rights

Nothing in this policy affects any rights you have under New Zealand consumer protection law.

Contact Information

Questions about an order, or just want to say hello? We're only ever an email away.

Email: support@emmaboutique.nz

Support Hours:
Monday to Friday, 8:00 AM – 6:00 PM NZT

We work standard New Zealand hours and aim to respond to every inquiry within 24 hours.