Refund policy

At Emma Jonnes London, we want every purchase to feel as considered and special as the fragrance itself. If, however, you are not completely satisfied with your order, we are pleased to offer a straightforward returns process in accordance with UK consumer law.

1. Returns

You have the right to cancel your online order within 14 days of receiving your purchase, without providing a reason.

To request a return, please contact us within this period at:

Email: emmajonneslondon@gmail.com

Once your return has been requested, the item must be sent back to us within 14 days.

Items must be returned unused, in their original condition and, where reasonably possible, in their original packaging.

For hygiene, safety and quality reasons, we are unable to accept returns of products that have been used, burned, opened or otherwise altered, except where the product is faulty or not as described.

2. Return Postage

Unless an item is faulty, damaged or incorrectly supplied, the cost of returning the item is the responsibility of the customer.

We recommend using a tracked and insured postal service, as Emma Jonnes London cannot be responsible for items lost or damaged whilst being returned to us.

3. Refunds

Once your return has been received and inspected, we will process your refund.

Where applicable, refunds will be made to the original payment method and in accordance with applicable UK consumer law.

The refund will normally include the cost of the standard delivery service originally selected. Additional delivery charges resulting from choosing a premium or expedited delivery option are not refundable beyond the cost of the standard delivery service.

4. Damaged or Faulty Items

We take great care in preparing every Emma Jonnes London order.

If your item arrives damaged, faulty or incorrect, please contact us as soon as possible and, where possible, provide photographs of the product and packaging.

We will assess the issue and, where appropriate, offer a replacement, repair or refund in accordance with your statutory rights.

Your statutory rights are not affected by this policy.

5. Personalised or Bespoke Products

Products that have been made specifically to your specifications or personalised for you may not be eligible for cancellation under UK consumer law, except where the item is faulty or otherwise does not conform to the contract.

6. Exchanges

We do not currently offer direct exchanges.

If you would like a different product, we recommend returning the original item in accordance with this policy and placing a new order.

7. Important Information

Nothing in this Returns & Refunds Policy limits or excludes any statutory rights you may have under UK law.

For further information or to request a return, please contact:

Emma Jonnes London
United Kingdom
Email: emmajonneslondon@gmail.com
Website: www.emmajonneslondon.com