Refund policy

At EMOLO, customer satisfaction is the key to our success and our main goal is to make your shopping experience unforgettable. For this reason, you can make any exchange you wish without any problem. 

Due to the handcrafted nature of our pieces, some colours or shapes of the items may vary slightly from the images on our website.

In Customer Service you will find all the information you need to complete the process. 

Shipping costs are not included in exchanges and/or returns.

What is the deadline for making an exchange?

You have 14 calendar days from the date you receive your order to exchange it for one or more items of equal or greater value, provided that you have notified Customer Service within 24 hours of delivery.  

As soon as we receive your product at our offices, it will be carefully inspected. Once we have confirmed that it is in perfect condition, we will ship the product you have chosen in exchange.  

If no item is to your liking at that time, you will receive a discount code for the same value that you can use whenever you wish. 

The exchange will be processed as soon as possible and, in any case, within 14 days after receiving the item.

What is the cost of making an exchange?

The CUSTOMER must cover the shipping costs of the product. Under no circumstances will shipments sent with postage due be accepted.

The costs associated with the exchange are:

• €9.90 (Includes home collection and shipping of the exchanged product).

• €3.95 (The CUSTOMER, under their own responsibility, sends the package to our offices and EMOLO ships the exchanged product. The package must arrive in perfect condition). 

The cost of the exchange must be paid by bank card or PayPal before shipment, as must any price difference if the selected item has a higher price.

For international exchanges, you must send an email to pedidos@emolo.es. Our Customer Service team will inform you about the relevant procedure and costs.

What conditions must I meet to make an exchange?

The following conditions must be met in order to exchange the purchased item:

• The product must be in perfect condition with no signs of use.
• The product must be returned in the same condition in which it was received, with the original packaging intact and proof of purchase. If the item is received in poor condition, the exchange will not be processed.
• You must complete the exchange form received with your order and include it in the package to be returned.

EMOLO reserves the right to reject exchanges of used items or items in poor condition and without the original packaging.

Exchanges are not accepted for products purchased in physical stores and department stores, nor for clearance, promotional and/or discounted items.

Contact us through Customer Service or through our Contact form, we are available to assist you. 

Please wait for our response and do not create new requests regarding the same service, as this may delay its resolution. 

What should I do if I receive an item in poor condition?

If a product arrives defective or damaged, you must submit a claim to Customer Service within 24 hours of receiving the order. It will be exchanged for the same product, and the damaged product must always be returned to our offices at no cost to the CUSTOMER. We take care of everything.

RETURNS

Can I return my purchase?

Yes, you have 14 days to decide from the date your package is delivered by the courier.

All products offered are in perfect condition for sale. They all undergo rigorous quality control where every detail is inspected. Despite this, if the product is received with any damage, we will arrange collection and shipment of another identical product at no additional cost.

In this case, if the CUSTOMER wishes to receive a refund, they must submit a claim to Customer Service within 24 hours of receiving the order. 

Once the defective item has been received at