Return & Refund Policy

I want you to enjoy your purchase with confidence. If something isn't quite right, I'll do my best to make the process simple and fair.

Returns

You can request a return within 20 business days of receiving your order.

To be eligible for a refund, the item should be:

• unused and in its original condition,
• returned with its original packaging whenever possible.

Because every personalized piece is made especially for you, custom or personalised items cannot be returned unless they arrive damaged or faulty.

If your order was damaged during shipping, please take a few clear photos of both the packaging and the item as soon as it arrives. This helps me resolve the issue as quickly as possible.

Non-Returnable Digital Content

Digital products delivered by download are non-refundable once the download has begun or access has been provided.

By purchasing digital content, you expressly agree to the immediate performance of the contract and acknowledge that, once the download or access begins, your statutory right of withdrawal is waived in accordance with applicable EU consumer protection law.

How to Request a Return

To request a return, simply complete the online return form available through your customer account or on the Returns page (see below).

If you're unable to use the online form, you can contact me at info@emeraldswift.art or via the contact form.

Please include your order number and, if applicable, photos showing any damage or quality issue.

Once your request has been reviewed, I'll send you a prepaid return shipping label together with the next steps.

Refunds

Once your return has been received and inspected, I'll process your refund.

Refunds are issued to the original payment method within 14 days after the returned item has been received.

EU Consumer Rights

If you are shopping from the European Union, you are protected by the statutory 14-day right of withdrawal for most online purchases under applicable EU and German consumer law.

As an additional service, Emerald Swift.Art extends this return period to 20 business days.

For Your Information - 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. 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 .

 

If you have any questions, feel free to contact me.

Thank you for supporting handmade craftsmanship.

Ewa — Emerald Swift.Art