Return & Refund Policy
Last Updated: 01-09-2026
Scope and Contact Information
For questions regarding returns and refunds, please contact us through any of the methods below:
Email: support@emmaroseatelier.co.uk
Phone: +44 7756906250
Address: IJsvogellaan 96, 2261 DK Leidschendam, Netherlands
Policy Overview
Return Period: 14 days from delivery date
Refund Processing Time: Refunds are processed to the original payment method within 7 business days after inspection.
Return Shipping Costs: Covered by the customer unless the product is defective or incorrect.
Restocking Fees: We do not charge any restocking fees.
Order Cancellations
You may cancel your order within two hours of purchase by contacting our customer service team. If your order has already been shipped, please follow the steps in our Return Instructions below.
Return Conditions
We offer returns under the following conditions:
Return Window: Items can be returned within 14 days of delivery.
Item Condition: Items must be in their original, unused condition with all tags attached and in the original packaging.
Receipt or Proof of Purchase: Required for all returns.
Exceptions: Certain products, such as custom or personalized items and hygiene products (e.g., undergarments), are non-returnable unless unopened and unused.
Return Instructions
To start a return, please follow these steps:
Contact Customer Service: Email support@emmaroseatelier.co.uk or call +44 7756906250 (Monday to Friday, 09:00 to 17:00) with your order number, reason for return, and any supporting photos if applicable.
Receive Return Authorization: Our team will review your request and provide a return authorization and detailed instructions.
Return Packaging: Safely package the item, ensuring all tags and original packaging are included, and attach the return authorization form.
Shipping: Use a reliable shipping service with tracking. Return shipping costs are covered by the customer or covered by us if defective or incorrect.
Refund Policy
Refund Approval: Once we receive and inspect your returned item, we will notify you regarding the approval status within 7 business days.
Processing Time: Refunds are processed to the original payment method within 7 business days after inspection.
Confirmation: You will receive a confirmation email once the refund is processed.
If you do not see the refund within the expected time, please check with your bank. For further assistance, contact us at support@emmaroseatelier.co.uk.
Exchange Policy
We offer exchanges for incorrect or defective items. Contact us within 14 days of delivery, and we'll cover the return shipping costs for eligible exchanges. If an incorrect size was ordered, please follow the return process and then place a new order for the correct size.
Exceptions and Special Cases
Defective or Damaged Items: If your item arrives damaged or defective, contact us within 48 hours. We'll arrange a return at no cost to you and offer a replacement or full refund as per your preference.
Incorrect Product: If you receive an incorrect item, please contact us, and we'll cover the return shipping and send you the correct item promptly.
Incomplete Orders: If your order arrives with an item missing, contact us within 48 hours with your order number and a photo of everything you received. We will send the missing item or refund it.
Lost Packages: If your package does not arrive within the estimated timeframe, contact us so we can initiate an investigation with the shipping carrier.
Processing Times
Return Window: Returns must be initiated and shipped within 14 days of receiving the item.
Refund Issuance: Refunds are processed to the original payment method within 7 business days after inspection.
Contact Information
Store Name: Emma Rose Atelier
Company Name: S.P Handelswaren, trading as Emma Rose Atelier
Company Registration Number (KVK): 88510700
VAT Number: NL004616817B28
Email: support@emmaroseatelier.co.uk
Phone: +44 7756906250
Address: IJsvogellaan 96, 2261 DK Leidschendam, Netherlands
Opening Hours: Monday to Friday from 9:00 AM to 5:00 PM