Refund policy

Returns, Exchanges & Store Credit Policy

IMPORTANT: With Emmy Loo does not offer refunds for change-of-mind purchases, including incorrect size or fit, colour preference or personal preference. Eligible returns are offered as an exchange or store credit only, subject to the conditions outlined below.

At With Emmy Loo, we want you to love every purchase you make. If something isn't quite right, we're here to help.

As a small business, our Returns, Exchanges & Store Credit Policy has been designed to be fair for both our customers and our boutique.

By completing a purchase with With Emmy Loo, you acknowledge that you have read and agree to the Returns, Exchanges & Store Credit Policy outlined below.

Return Eligibility

To be eligible for a return, your item must:

• Be lodged for return within 10 days of purchase for in-store purchases, or within 10 days of delivery for online purchases.
• Be returned in its original, unworn and unused condition.
• Be unwashed.
• Have all original tags attached.
• Be free from makeup, fake tan, perfume, deodorant, body odour, pet hair, lint or any other marks, stains or scents.
• Be returned with all original packaging, including garment bags, dust bags, boxes or accessories where applicable.

Returns that do not meet these conditions will be declined.

If your return is not approved, we will contact you to arrange for the item to be returned to you at your expense.

For hygiene and resale reasons, we reserve the right to refuse any item that has been worn, altered or is not in its original condition.

Change of Mind Returns

We understand that sometimes an item may not be quite right. If you change your mind, we are happy to offer:

• A store credit valid for 3 years from the date of issue, or
• An exchange (subject to stock availability).

We do not offer refunds for change of mind purchases, including:

• Incorrect size or fit.
• Personal preference.
• Change of mind after purchase.
• Colour variations that may occur across different screens or devices.
• Delays caused by postal or courier services.

Store credits are issued only after your returned item has been received, inspected and approved.

Exchanges

If you would like another size or style, we recommend placing a new order as soon as possible to secure your preferred item, as we cannot hold stock while returns are in transit.

Once your original item has been received, inspected and approved, your store credit will be issued and emailed to you.

Please email all exchange requests to:

hello@withemmyloo.com.au.

Sale & Promotional Items

All sale, clearance and promotional items are final sale.

These items cannot be returned, exchanged or credited unless they are faulty under Australian Consumer Law.

Please choose carefully before purchasing sale items.

Footwear

Shoes must:

• Only be tried on indoors.
• Be returned with unmarked, clean and unscuffed soles.
• Be returned in their original shoe box.

Please do not attach shipping labels or tape directly to shoe boxes.

All shoe boxes must be placed inside a protective satchel or carton before shipping to prevent damage.

Returns may be refused if shoes or packaging show signs of wear, damage or use.

Jewellery

For hygiene reasons, jewellery cannot be returned or exchanged unless they are deemed faulty by the supplier

Gift cards

Gift cards are non-refundable, cannot be redeemed for cash and cannot be exchanged for another form of payment.

Incorrect Items

If we have accidentally sent you the incorrect item, please contact us within 7 days of receiving your order.

We will arrange the return and ensure the correct item is sent to you as quickly as possible at no additional cost.

Faulty Items

Every item is carefully inspected before leaving our boutique.

If you believe your item has a manufacturing fault, please contact us within 7 days of receiving your order so we can assist you promptly.

Please include:

• Your order number.
• A description of the fault.
• Clear photographs of the issue.

Email: hello@withemmyloo.com.au

Your item will be assessed in accordance with Australian Consumer Law.

Where a manufacturing fault is confirmed, we will provide an appropriate remedy, which may include:

• Repair.
• Replacement.
• Store credit.
• Refund.

The appropriate remedy will depend on the circumstances and your rights under Australian Consumer Law.

The following are not considered faults:

• General wear and tear.
• Damage caused by incorrect washing or garment care.
• Snagging.
• Pilling through normal wear.
• Accidental damage.
• Damage caused by jewellery, handbags, belts or sharp objects.
• Alterations made after purchase.
• Normal fading over time.
• Damage caused by failure to follow care instructions.

How to Return & Processing

To process and begin a return please email hello@withemmyloo.com.au 

Once your return has been received, please allow up to 3 business days for inspection and processing.

If your return is approved:

• Your store credit will be emailed to you.

If your return does not meet our return conditions, we will contact you to arrange for the item's return at your own cost.

Return Shipping

Unless your item is confirmed to be faulty or we have sent you the incorrect item:

• Return postage is the responsibility of the customer.
• Original shipping charges are non-refundable.
• We recommend using a tracked shipping service, as returned parcels remain the customer's responsibility until safely received by With Emmy Loo.

With Emmy Loo is not responsible for parcels that are lost or damaged during return transit.

Store Credits

• Are valid for 3 years from the date of issue.
• Are not redeemable for cash.
• Cannot be transferred to another person.
• Cannot be refunded once issued.
• Can be used online or in-store.
• Remain available until the balance has been fully used or the expiry date has been reached.

Promotional Offers

If your original purchase was made using a promotional discount or discount code, the same promotion may not apply to any replacement purchase unless the promotion is still active at the time of exchange.

Promotional discounts cannot be reissued after they have ended.

Australian Consumer Law

Nothing in this Returns, Exchanges & Store Credit Policy excludes, restricts or modifies your rights under Australian Consumer Law.

You are entitled to a repair, replacement or refund where required under Australian Consumer Law if your goods fail to meet consumer guarantees.

Our Change of Mind Policy operates in addition to, and does not limit, your rights under Australian Consumer Law.

Need Help?

If you have any questions about our Returns, Exchanges & Store Credit Policy or need assistance with a return, we're always happy to help.

Please contact our team at:

hello@withemmyloo.com.au

We will get back to you as soon as possible.

Thank you for supporting our small business. We truly appreciate every order and look forward to helping you find pieces you'll love for years to come.

 

With Emmy Loo reserves the right to update or amend this Returns, Exchanges & Store Credit Policy at any time without prior notice. The policy in effect at the time of your purchase will apply to your order.

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