Refund policy

emerlove — Returns, Refunds & Exchanges Policy

At emerlove, every product is an intimate garment worn directly against the body. To protect the health, hygiene, and safety of all our customers, we maintain a strict returns policy. Please read it carefully before placing your order. By completing a purchase, you confirm that you have read, understood, and agreed to this policy.

1. Return window

You have 30 days from the delivery date to request a return. The delivery date is the date the carrier marks your order as "delivered." Return requests submitted after this 30-day window cannot be accepted.

2. Condition required for a return — please read carefully

To be eligible for a return, an item must meet every single one of the conditions below. If an item fails even one of them, it is not eligible for return or refund:

  1. Unworn and unused. Because our products are intimate apparel worn directly against the skin, an item is considered used the moment it has been worn or tried on. Putting the garment on your body — even once, even for a few seconds, even only to check the fit — makes it non-returnable for hygiene reasons.

  2. All original tags still attached and fully intact — not removed, cut, loosened, or reattached.

  3. Returned in its original packaging, undamaged and complete.

  4. Free of any sign of use, including but not limited to: body odor, perfume, deodorant, sweat, makeup, self-tanner, lotion or cream marks, stains, stretching, pilling, loose threads, pet hair, or smoke.

  5. Accompanied by the receipt or proof of purchase and a valid return authorization from us (see Section 3).

What "inspecting your item" means: You are welcome to open the package and examine the item — check the color, fabric, stitching, and the size printed on the label — as long as you do not put it on. Handling that keeps the item in its original, unworn condition is fine. Wearing or trying the garment on is not, and makes the item non-returnable.

3. How to start a return

  1. Email us at tryemberlove@gmail.com within the 30-day window. Include your order number and the reason for your return.

  2. Wait for a return authorization from us before shipping anything back. Items sent back without a prior, approved return request will not be accepted, will not be refunded, and cannot be shipped back to you.

  3. If your return is approved, we'll email you full instructions on how and where to send your package.

Return address (provided after your return is approved): [INSERT RETURN ADDRESS]

Return shipping: The cost of return shipping is the customer's responsibility, except where the item is defective, damaged, or incorrect (see Section 4), in which case we cover it.

4. Damaged, defective, or incorrect items

Please inspect your order as soon as it arrives. If your item is defective, damaged, or you received the wrong product, contact us at tryemberlove@gmail.com as soon as possible — and no later than 7 days after delivery — with clear photos of the item, the defect, and the packaging.

We will evaluate the issue and make it right with a repair, replacement, or full refund at no cost to you. This does not affect your statutory rights.

5. Non-returnable items

The following are not eligible for return, refund, or exchange under any circumstances (except where the item is defective, damaged, or incorrect, or where local law requires otherwise):

  • Any item that has been worn, tried on, used, or washed

  • Any item with tags removed, or with missing or damaged original packaging

  • Final Sale, sale, clearance, or discounted items

  • Gift cards and store credit

  • Free or promotional items received at no charge

6. Exchanges

Because the condition requirements in Section 2 apply equally to exchanges, we cannot exchange items that have been worn or tried on.

If you'd like a different size, color, or style, the fastest and most reliable option is to return an eligible (unworn, tagged, unopened-from-wear) item and, once the return is approved, place a new order for the item you want.

Before you buy: We strongly recommend reviewing our [Size Guide](INSERT LINK), or emailing us at tryemberlove@gmail.com — we're happy to help you find the right size before you order, so trying-on isn't needed.

7. Refunds

Once we receive and inspect your return, we'll email you to confirm whether it has been approved.

  • If approved, your refund is issued to your original payment method within 10 business days.

  • Your bank or credit-card provider may need additional time to post the refund.

  • Original shipping charges are non-refundable.

  • If more than 15 business days have passed since we approved your refund and you still haven't received it, please contact us at tryemberlove@gmail.com.

If a return is not approved (for example, because the item shows signs of being worn or tried on), we will notify you, and the item can be shipped back to you at your request and expense, or disposed of.

Questions?

For any return-related question, contact us any time at tryemberlove@gmail.com.