Shipping policy

30 Day Refund Policy

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

For any item to be eligible for a return it must be: 

• undamaged, unused and unopened in original packaging
• in the same condition it was received
  
• include packing slip or receipt with order number

Securely mail or ship your returnable items to: 

5281 Olympic Dr Unit A Gig Harbor WA 98335

YOU MUST INCLUDE THE ORIGINAL PACKING LABEL WITH THE ORDER NUMBER AND ITEMS SHIPPED WITH YOUR RETURN or your return will not be accepted. 

If your return is accepted, we will issue a refund at our discretion. 

Note: items can be damaged in transit. For a refund to be issued, items must be returned undamaged. 

You can always contact us for any return question at support@emilylexstudio.com

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

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.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@emilylex.com.

Damaged Items
Please inspect your order upon delivery and contact us immediately if the item is defective or damaged so that we can evaluate the issue and make it right. Do not accept delivery or sign delivery confirmation for orders with damaged packaging. We may required a photo of the damaged items for our records and to request an insurance claim from the carrier. Items received as defective or damaged in any way and not reported within 30 days will not be refunded. 

Incorrect Items Delivered

If items in your order are missing or not correct please contact us immediately so we can make it right. We will send you the correct items as soon as possible. Orders with incorrect items delivered and not reported within 30 days will not be refunded. 

Replacement for Orders with Confirmed Delivery By Carrier But Missing, Lost In Transit, or Stolen

All orders with a tracking number and confirmed delivery identification on the carrier website (usps.com, ups.com, etc.) will be reshipped, at our discretion, after a mandatory 10 day waiting period. In other words, if your order has a tracking number and is marked as delivered by the carrier we may, at our sole discretion, reship your order only after 10 days have passed from the delivery date posted on the carrier website. In most cases the order is either picked up by a neighbor, waiting to be picked up at the post office, or is misplaced. Please verify delivery with the carrier or if the package was not received by a neighbor or household member prior to requesting reshipment. We may reship your order to the original address, or a separate address you provide via email confirmation. We may request signature delivery confirmation for reshipped orders.

Refunds for Orders with Confirmed Delivery By Carrier But Missing, Lost In Transit, or Stolen

In some very rare circumstances, a refund for orders with confirmed delivery may be provided at our sole discretion. Refunds for orders with confirmed delivery are subject to a 10 day waiting period from the confirmed delivery date prior to issuing a refund. In other words, if your order has a tracking number and is marked as delivered by the carrier we may, at our sole discretion, issue a refund only after 10 days have passed from the delivery date posted on the carrier website. In most cases the order is either picked up by a neighbor, waiting to be picked up at the post office, or is misplaced. Please verify the delivery with the carrier first before requesting a refund. Please verify the package was not received by a neighbor or household member prior to requesting a refund. We may, at our sole discretion, reship your order to you rather than issue a refund.

Shipping Insurance and Delivery Confirmation

If you would like to arrange for shipping insurance or delivery confirmation for added security please contact us before placing your order and we will provide additional shipping options for your order. For orders over $100 we strongly recommend purchasing shipping insurance prior to ordering. You must contact us PRIOR TO PLACING YOUR ORDER so we can provide you with shipping options before your order is made. 

Items and Orders Received As Gifts
Gift orders may be exchanged for an item with equal or lesser value, not including shipping or tax. Items exchanged from a gift order must provide the packing slip and order number in order to receive store credit. If a refund request is required for a gift order the refund may only be made to the payment method on the original order.

Non-returnable Items
We do not provide refunds on final sale items or gift cards. Wholesale orders are not eligible for refunds or returns after delivery is accepted and payment is made. For most orders we recommend purchasing shipping insurance prior to ordering. Please contact us before placing your order for more information and to request shipping insurance.

Exchanges
The fastest way to exchange an order is to request a return for the original items you want to exchange and then place a new order. Once approved, a return authorization will be issued, send the items back, and then a separate purchase for the new item can be made. Exchanges must be requested within 30 days.

Refund Approval and Notification
We will notify you via email once we’ve received and inspected items that have been returned, and let you know if the refund is approved. If approved, you will receive a refund to your original payment method. We are unable to issue refunds to any other payment method than the one originally used to make the purchase per our payment processor. It may take up to 10 days for your bank or credit card company to process and post the refund.