Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to tell us that you wish to return it.

Once you have notified us, you must return the item within a further 14 days.

To be eligible for a return, your item must be unused and in the same condition in which you received it. It should be returned in its original protective packaging, together with your receipt or proof of purchase.

To request a return, please contact us at emjcreativeltd@gmail.com. Returns should be sent to:

Emma Wade ART
29 Hillside Road
Ashtead
Surrey
KT21 1RZ
United Kingdom

If your return is accepted, we will send you instructions explaining how and where to return your package. Customers are responsible for return postage for change-of-mind returns. We strongly recommend using a tracked postal service, as we cannot be responsible for returned parcels that are lost in transit.

If an item is faulty, damaged or incorrect, we will cover the reasonable return cost or provide a return label. Items returned without first requesting a return may not be accepted.

You can contact us with any return questions at emjcreativeltd@gmail.com.

Damages and issues

Please inspect your order upon delivery and contact us as soon as possible if an item is defective or damaged, or if you receive the wrong item. Please include photographs of the item and its packaging where possible so that we can assess the issue and put it right.

Exceptions and personalised items

We cannot accept change-of-mind returns for items made to your specifications, specially commissioned products or items that have been clearly personalised for you.

This exclusion does not affect your statutory rights. If a personalised, commissioned or custom-made item is faulty, damaged, not as described or incorrect, please contact us so that we can resolve the matter.

Please contact us before returning an item if you are unsure whether it is eligible for return.

Sale items and gift cards

Sale items purchased online have the same statutory cancellation and return rights as full-price items. Gift cards cannot be returned once they have been used. Your statutory rights are not affected.

Exchanges

The quickest way to obtain a different item is to return the original item, where it is eligible for return, and place a separate order once the return has been accepted.

Refunds

We will notify you when we have received and inspected your return.

For an eligible change-of-mind cancellation, we will refund the cost of the returned item and the original standard delivery charge. If you selected a more expensive delivery service, we are only required to refund the cost of our standard delivery option.

Refunds will be issued to your original payment method within 14 days of receiving the returned item or receiving evidence that it has been sent back, whichever is earlier. Your bank or card provider may require additional time to process and display the refund.

We may make a reasonable deduction if an item has been handled beyond what is necessary to establish its nature, characteristics and function, resulting in a reduction in its value.

If more than 15 business days have passed since we confirmed that your refund was issued, please contact us at emjcreativeltd@gmail.com.

Nothing in this policy affects your statutory rights.