Returns & Exchanges

EXCHANGES

When can I make an exchange?

At ÉMOLO, customer satisfaction is the key to success and our main interest is to make your purchases an unforgettable experience. For this reason, you can make any exchange you wish without any problem.

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

Our Customer Service has all the necessary information to carry out the procedure.

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

What is the deadline for making an exchange?

You have a period of 14 calendar days from the date of receipt of the order to exchange it for another item/s of equal or higher value, provided that you have notified Customer Service within 24 hours of delivery, Whatsapp +34 676457742.

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

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

What is the cost of making an exchange?

THE CUSTOMER must bear the shipping costs of the product. No cash on delivery shipments will be accepted under any circumstances.

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

€9.90 (Including collection and shipping of the exchanged product).

€5.50 (The CUSTOMER, at their own risk, sends the item to be exchanged to our offices (delivery hours from 9 am to 2 pm) including the form that you can download HERE in the package). It is essential that the package arrives in perfect condition. Once received, ÉMOLO will send the new item.

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

For international exchanges, Canary Islands and Balearic Islands, the customer must pay for the shipping of the order to our offices, indicating the order number in a note and proceed with a new purchase. For inquiries, you can write to pedidos@emolo.es . The address of our offices is as follows, delivery hours Monday to Friday, from 9 am to 2 pm:

ÉMOLO

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

30120 El Palmar (Murcia) - SPAIN

What conditions must I meet to make an exchange?

To proceed with the exchange of 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 conditions in which it was received with the original packaging intact. If the item is received in poor condition, no exchange will be made.

ÉMOLO reserves the right to refuse exchanges of used or poorly conditioned items and without original packaging.

Exchanges of products purchased in physical stores and department stores, or of clearance, promotional and/or discounted items will not be accepted.

Please, wait for our response and do not create new requests about the same service to avoid slowing down its resolution.

What should I do if I receive a damaged item?

If a product arrives defective or damaged, you must make a claim to Customer Service within 24 hours of receiving the order.

The exchange will be made for the same product, and the damaged product must always be sent 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 think about it from when your package is delivered by courier. Shipping costs will be deducted from the amount to be reimbursed, only if they were free.

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

Once received in our offices and the return approved, we will refund the amount in the same way you made your purchase, through a refund processed by PayPal or a credit card refund.

You will receive a confirmation email indicating that the refund will be made within 2 to 3 days after the notification, subtracting the shipping cost from the amount if it had been free.

The return shipment can be made in two ways:

ÉMOLO sends the return label by email for the customer to deliver the package to be returned to any POST OFFICE. Cost €5.50 which will be deducted from the amount to be refunded.
Shipment by the customer to our offices. Fill out the return form that you can download HERE and put it in the box along with the product you want to return. If you do not have the option to print the form, it is essential to include a note inside the package indicating the order number and name. The delivery schedule is Monday to Friday from 9 am to 2 pm, send to the following address:

ÉMOLO

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

30120 El Palmar (Murcia) - SPAIN

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