Returns & Refunds

We hope you love your EMSY purchase. If for any reason you're not completely satisfied, please contact us via our Contact page and we'll do our best to find a suitable solution.

To request a return or exchange, please submit your enquiry through our contact form, including your order number and a brief description of the issue.

Change of Mind

If you wish to return an item due to a change of mind:

• The item must be returned within 7 days of receiving your order.
• The item must be unused, in its original condition and, where possible, in its original packaging.
• Return shipping costs are the responsibility of the customer.

Once we have received and inspected the returned item, we will notify you of the outcome.

If your return is approved, your refund will be processed to your original payment method. Original shipping charges are non-refundable.

Please allow up to 7 business days for your refund to be processed after approval.

Faulty or Damaged Items

If your order arrives damaged or you believe there is a fault with the product, please contact us via our Contact page as soon as possible. We will work with you to resolve the issue as quickly as possible, which may include a replacement, repair or refund where appropriate.

Non-Returnable Items

The following items cannot be returned or refunded unless they are faulty:

• Gift cards
• Personalised or custom-made products, including embroidered items

 

Last updated: 1 July 2026.

For more details, you can contact us.