Politique de remboursement
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return BUT please inform us ASAP if something is wrong with your delivery, packaging was dmaaged or the product does not meed your expectations. This will give us more time to contact delivery service and send you a new product if applicable.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@emeraldswift.art or use a contact form. You can also use the self-service return option available in your customer account.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@emeraldswift.art.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
FYI _ The following types of products and services might be exempt:
- Custom or personalized goods: Products that are made to order or clearly personalized, such as a tailor-made suit or an engraved item.
- Perishable goods: Products that deteriorate or expire rapidly, such as food or drinks with a short expiry date.
- Sealed goods that have been opened: Sealed audio, video, or computer software that has been unsealed after delivery. This also includes sealed goods that can't be returned for health protection or hygiene reasons.
- Digital content: Online digital content, such as a downloaded song or streamed movie, where the customer agreed to begin the download or stream and acknowledged that they lose their withdrawal right.
- Fully performed services: Services that have been fully delivered before the end of the cooling-off period, where the customer agreed to immediate performance and acknowledged that they lose their withdrawal right.
- Urgent repairs or maintenance: Contracts for urgent repairs or maintenance that the customer requested.
- Price-fluctuating goods: Goods or services whose price depends on financial market fluctuations that are beyond the control of the trader, such as heating fuel.
- Transport, accommodation, and event bookings: Plane or train tickets, concert tickets, hotel bookings, car rental reservations, and catering services tied to a specific date or period.
This isn't a complete list of all exemptions. For the full list, refer to the EU regulation page .
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@emeraldswift.art.
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