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Returns and Exchanges

RETURNS & EXCHANGES

We hope you love your purchase as much as we do, but if not, here’s what to do.

By processing your payment with Emmylou Loves, you are accepting the following terms and conditions regarding shipping and any returns of your purchases.

All return policies issued by Emmylou Loves abide by and are in line with the Australia Consumer Law (ACL) and comply with your Statutory Rights.

If you require clarification or have any questions, please contact customer service via email shop@emmylouloves.com

 

HOW TO RETURN AN ITEM 
  1. Read the Returns Policy information below to ensure you qualify to make a return.
  1. Email shop@emmylouloves.com to begin the returns process. You will then be sent a returns form to complete. Please do not send your order back to us without first speaking with the shop as we will be unable to accept your return.
  1. Include your returns form with the item(s) you wish to return and package together in a trackable mailing satchel.
  1. You will need to cover the return postage, please also ensure to send your order with an activated tracking number and have this information accessible.
 

 

RETURNS POLICY

  • Items can be returned within 14 days of delivery for an exchange. Please note we do not offer refunds. A refund will only be provided if an item is assessed and deemed as faulty. 
  • All item(s) to be returned must be in their original, unworn, unwashed condition. All tags and incidentals (i.e. spare buttons) must be attached.
  • Please take care when trying on the item as we are not able to accept returns with makeup stains. If the item is deemed unsellable it will simply be returned to the customer.
  • By purchasing from Emmylou Loves, you have accepted the possibility of slight variations in colour and size specifications. Colours may appear slightly different dependant on individual monitor settings and devices.

 

 PROCESSING TIME

  • We process all returns within 4-6 business days of them being received.
  • You will receive an email with the details and outcome of your processed return.

 

EXCHANGE

Because our stock levels change frequently, we require that you repurchase the size you want to exchange for and return your original order for a refund. 
Please quote your new order number for the repurchased exchange item on the returns form. 
Please ensure that you send back your original order in a trackable satchel, we do not accept responsibility for items lost in transit. 

 

FAULTY ITEMS

  • Emmylou Loves have strict quality control procedures in place. Every item that leaves us is individually checked and signed off before being shipped.
  • Please contact customer service via email shop@emmylouloves.com within 24 hours of receiving your product if you believe it to have a manufacturing fault. We will treat this at the highest of priority. Please ensure you do not throw out any of the packaging information as this will be required to move forward.

 

REFUNDS

Refunds will only be provided if an item is assessed and deemed to be faulty. Please contact the Emmylou Loves Customer Service Team to be approved for a refund for damaged of faulty products.

 

AUSTRALIA POST
Lost/stolen packages
Emmylou Loves cannot accept responsibility for items that are lost or damaged when being sent out or returned to us. Emmylou Loves are happy to assist with any questions, but please direct all enquiries to Australia Post. If this situation arises, the customer can only be reimbursed if Emmylou Loves are approved a credit by Australia Post for the lost/damaged item. We highly recommend customers keep a copy of their tracking number when returning items to Emmylou Loves. If we do not receive a return/receive a return damaged, we are not required to compensate the customer. 

Covered by this service
Our Australia Post Service offers delivery with safe drop or will be sent to the post office at the driver’s discretion. This means if you are not home at the time of the delivery, your order will be left in a safe place, so it is ready and waiting for you. Australia Post will also take a photo of where your order was left. If you have specific instructions on where you need your post delivered, please contact Australia Post with your tracking number and give them this information. Any instruction left in the notes section on a Emmylou Loves order cannot be passed onto Australia Post as we are a separate service.

  

PRE-ORDERS

  • Pre-orders are to be paid for at the time of the order being placed and are shipped as close to the date provided on the Emmylou Loves Website as possible.
  • Please refer to the description of the item on our website to see the approximate delivery window. Please keep in mind the date provided is an estimated date and the item may arrive earlier or later than anticipated.
  • All items ordered together will be held and shipped together once the pre-ordered item arrives.
  • If you require items that are not on pre-order to be shipped earlier please place a separate order for these items.
  • Please take care when processing your order as all pre-orders are final – no additional items can be added to the order and the order cannot be cancelled or edited before delivery.

 

SALE ITEMS

  • We do not accept returns on sale items so please choose carefully.
  • If you require the same item in a different size, please contact customer service via email shop@emmylouloves.com with your order number and we will do our best to accommodate you.

 

 DISCOUNT CODES

  • Only one discount/credit code can be used per order.
  • If you have an existing code during a sale period, unfortunately only one can be honoured - so it is up to you to decide which ones to use.
  • If you forget to use the code in your order, we are unable to refund/credit the difference to amend this.
  • Discount codes cannot be honoured once payment has been made.
  • Discount codes cannot be honoured outside their given timeframe.

 

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