POLICY

REFUND

At Emilia Burk, we are committed to providing you with the highest quality products and services. We understand that there may be instances when you wish to return an item, and we aim to make this process as smooth as possible. Please read our returns policy carefully before initiating a return.

1. Returns Eligibility

You may return an item purchased from Emilia Burk under the following conditions:

  • Product Description Discrepancy: The item received does not match the product description on our website.

  • Wrong Item Received: You received the wrong item.

  • Faulty Items: Please contact our customer support team within 14 days of receiving the item(s) at emiliamarieburk@gmail.com.

2. Non-Returnable Items

Certain items are non-returnable, including:

  • Personalised or Custom-Made Products: Items that have been customised or personalised according to your specifications.

  • Used or Damaged Items: Items that have been used or are not in their original condition.

  • Change of Mind: We do not accept returns or refunds for a change of mind.


3. Return Process

To initiate a return, please follow these steps:

3.1 UK Customers

  • Process your return through our UK return process, or contact us directly.

3.2 International Customers

  • For international returns or if you need further assistance, please contact our customer support team within 14 days of receiving the item(s) at emiliamarieburk@gmail.com and provide the following information:

    • Your order number.

    • The reason for the return.

    • Clear photos of any faults, if applicable.

    • If your item was a gift, please provide the giftee’s name.


4. Return Shipping

4.1 Faulty, Damaged, or Incorrect Items

  • If you are returning an item due to it being faulty, damaged, or not as described, Emilia Burk will cover the return shipping costs. Our customer support team will provide you with a shipping label.

4.2 Other Reasons

  • If you are returning an item for any other reason, including a change of mind, you are responsible for the return shipping costs and any duties and taxes owed. We recommend using a trackable shipping method to ensure the item is received by us.

5. Refund or Replacement

Once we receive and inspect the returned item(s), we will process your request according to the following options:

5.1 Faulty or Damaged Items

  • We will offer you the choice of a replacement or a full refund.

5.2 Other Returns

  • For items returned for any other reason, you will be eligible for a refund of the item's purchase price, excluding shipping costs.

6. Timeframe for Returns

6.1 Initiation Period

  • Returns must be initiated within 14 days of receiving your order.

6.2 Processing Time

  • Once your return is approved, please allow 5 to 10 business days for us to process your refund or replacement.

7. Additional Information

7.1 Condition of Returned Items

  • All returned items must be in their original, unused condition with all packaging and tags intact. Items that do not meet these criteria may not be eligible for a refund or replacement.

7.2 Refund Method

  • Refunds will be processed to the original method of payment. Please allow additional time for the transaction to appear on your statement, depending on your bank’s processing times.

7.3 No Exchange Policy

  • We do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order.


8. Contact Us

If you have any questions or concerns regarding our returns policy or the return process, please contact our customer support team at emiliamarieburk@gmail.com.

Thank you for choosing Emilia Burk. We appreciate your business and strive to provide you with an exceptional shopping experience.