Exchange & Return Policy

At Emeralds UK, we pride ourselves on the exceptional quality of our luxury apparel, shoes, and fragrances.
Statutory Cancellation Right (Change of Mind)
Under the Consumer Contracts Regulations 2013, online customers have the right to cancel their order for a change of mind within 14 days of receiving their goods. You then have a further 14 days to return the items to us.
Strict Conditions of Return (For Change of Mind)
To protect our customers and our brand, all non-faulty returned items are subject to rigorous quality control inspections. We leverage our right under Regulation 34(9) of the Consumer Contracts Regulations to deduct up to 100% of the item's value (Diminished Value deduction) if it is not in pristine, resalable condition:
 * Tags and Packaging: Items MUST be returned with all original Emeralds UK security tags strictly attached in their original positions. Branded packaging, suit bags, boxes, and ribbons must be returned undamaged.
 * Condition: Clothes must be completely unworn, unwashed, and unaltered. Any signs of wear—including makeup stains, deodorant marks, snagged fabric, or odours (perfume, smoke, or body odour)—will result in the return being rejected and sent back to you at your expense.
 * Shoes: Must be tried on indoors on a carpeted surface. Scuffs on the soles or damage to the shoe box will render the item ineligible for a refund.
Faulty or Defective Goods (Your Statutory Rights)
Nothing in this policy affects your statutory rights. Under the Consumer Rights Act 2015, if an item is genuinely faulty, misdescribed, or of unsatisfactory quality upon arrival, you have a short-term right to reject the item within 30 days of receipt for a full refund (including standard delivery and return postage). Please note: General wear and tear, deliberate damage, or failure to follow garment care labels does not constitute a manufacturing fault.
Non-Refundable & Exempt Items
By law, we are not obligated to accept returns on the following items for a change of mind, and all sales of these products are strictly final:
 * Custom/Stitched Items: Any made-to-measure, custom-stitched, or altered clothing.
 * Hygiene Goods: Earrings, undergarments, bodysuits, and swimwear.
 * Fragrances & Cosmetics: Fragrances must be returned in their original, sealed cellophane packaging. If the seal is broken, it is strictly non-refundable.
Sale and Clearance Items
 * Online Purchases: Sale items bought online are subject to the standard 14-day statutory return window.
 * Pop-up & In-Store Purchases: Any sale, clearance, or discounted items purchased at our physical pop-up shops or events are sold as seen and are strictly non-refundable and non-exchangeable unless faulty.
Return Postage & Process
Unless the item is confirmed faulty, the cost of return shipping is the sole responsibility of the customer. We strongly advise using a tracked courier service, as Emeralds UK is not liable for returns lost in transit. Original shipping fees are non-refundable for partial order returns.