Returns & Exchanges

CHANGES

When can I make changes?

At ÉMOLO, customer satisfaction is the key to our success, and our greatest interest is making your shopping experience unforgettable. For this reason, you can make any changes you wish without any problem.

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

Customer Service has all the information you need to complete the procedure.

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

What is the deadline for making a change?

You have 14 calendar days from the date of receipt of the order to exchange it for another item(s) of equal or greater value, provided that you have notified Customer Service within 24 hours of delivery, via WhatsApp +34 676457742.

Once we receive your product at our offices, it will be carefully inspected. After verifying that it is in perfect condition, we will proceed to ship the product you have chosen to exchange it for.

If at that moment none of the items are to your liking, you can obtain a discount code for the same value that you can use whenever you wish.

What is the cost of making a change?

The CUSTOMER must assume the shipping costs of the product. Under no circumstances will collect shipments be accepted.

The costs associated with the exchange within the peninsula will be:

  • €9.90 (Includes home collection and shipping of the exchanged product).
  • €5.50 (The CUSTOMER, under their own responsibility, sends the package to our offices ( delivery hours 9am-2pm) and ÉMOLO sends the exchanged product. It is essential that the package arrives in perfect condition).

The cost of the exchange must be paid by bank card or PayPal before shipment, as well as the price difference, in case the chosen item has a higher value.

For international orders, including those to the Canary and Balearic Islands, the customer is responsible for shipping the order back to our offices, indicating the order number in a note and placing a new order. For inquiries, please write to pedidos@emolo.es . Our office address is as follows: Delivery hours are Monday to Friday, from 9 am to 2 pm.

EMOLO

Avda. Pintor Pedro Cano, 36 local - Tel. +34 676457742

30120 El Palmar (Murcia) - SPAIN

What are the conditions I must meet to make a change?

To exchange the purchased item, the following conditions must be met:

  • 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. If the item is received damaged, it will not be exchanged.

ÉMOLO reserves the right to refuse exchanges of used or damaged items without the original packaging.

No exchanges will be accepted for products purchased in physical stores and department stores, nor for items on clearance, on promotion and/or discounted items.

Contact us through Customer Service or our Contact form, we are at your disposal to help you.

Please wait for our response and do not create new requests for the same service so as not to slow down its resolution.

What should I do if I receive a damaged item?

If a product arrives defective or damaged, you must file a claim with Customer Service within 24 hours of receiving your order. We will replace it with the same product; however, you must return the damaged product to our offices at no cost to you. We'll 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 courier. Shipping costs will only be deducted from the refund amount if they were originally free.

All products offered are in perfect condition for sale and undergo rigorous quality control where every detail is checked. Despite this, if a product is received with any damage, we will arrange for its collection and send a replacement of the same product at no additional cost.

Once we receive your return at our offices and approve it, we will refund the import costs using the same payment method you used for your purchase, either through a PayPal refund or a credit to your credit card. You will receive a confirmation email indicating that the refund will be processed within 2 to 3 days of notification, minus the shipping cost if it was originally free.

The return shipment can be made in two ways:

  • EMOLO requests collection from your home (mainland Spain only), at a cost of €5.50 which will be deducted from the refund amount. In case of failed collection due to absence at home or any other issue on the part of the customer, the customer will still be responsible for the cost of the service.
  • The customer must send the order to our offices, indicating the order number and name in a note inside the package. Delivery hours are Monday to Friday from 9 a.m. to 2 p.m. Send to the following address:

    EMOLO

    Avda. Pintor Pedro Cano, 36 local -Tfno. +34 676457742

    30120 El Palmar (Murcia) - SPAIN

The CUSTOMER can also choose another product with similar characteristics to the initial one, without a price increase.