Refund policy

Refund Policy

We want you to love your order. If something isn't right, you can return it within 30 days of delivery.

Returns

You have 30 days from the date you receive your order to request a return. To be eligible, items must be unworn, unwashed and in the same condition you received them, with any original tags and packaging.

To start a return, email us at info@emily-queenstown.com or use our contact page with your order number. We'll reply with the return instructions and the address to send your item to. Items sent back without first requesting a return can't be accepted.

Return shipping

For change-of-mind returns, the customer pays the cost of shipping the item back to us. We recommend using a tracked service, as we can't be responsible for returns lost in transit.

Refunds

Once we receive and inspect your return, we'll email you to confirm whether your refund has been approved. Approved refunds are issued to your original payment method within 15 days. Please allow some extra time for your bank or card provider to process the refund.

Exchanges

We don't offer direct exchanges. If you'd like a different size or colour, return the original item for a refund and place a new order.

Damaged, faulty or incorrect items

Please check your order when it arrives. If an item is faulty, damaged or not what you ordered, contact us within 30 days of delivery with your order number and a photo, and we'll arrange a replacement or refund at no cost to you, including return shipping.

Your rights under New Zealand consumer law

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product has a fault or is not of acceptable quality, you may be entitled to a repair, replacement or refund.

Non-returnable items

Gift cards and items marked as final sale at the time of purchase cannot be returned unless they are faulty.

Contact

Emily Queenstown (operated by WeMatch Commerce LLC)
30 N Gould St Ste R, Sheridan, WY 82801, United States
Email: info@emily-queenstown.com
Phone: +351 925 753 342