When can I make returns?
At EMOLO the satisfaction of our customers is the key to success, and our main interest is to make your shopping experience unforgettable! For this reason, you can make all the exchanges you want without any problem.
Due to the artisanal process of each of our pieces, it is possible that some of the colors or shapes of the items vary slightly in relation to the images on our website.
In Customer Service you have all the necessary information to carry out the procedure.
Exchanges and/or returns do not include shipping costs
What is the deadline for making for an exchange?
You have a period of 14 days for your exchange for another item/s of equal value or higher from the date of your reception, as long as you have communicated it to the Customer Service within 24 hours of delivery.
As soon as we receive your product in our offices it will be carefully inspected. Once verified that it is in perfect condition, we will proceed to send the product for which you have decided to change it.
If you do not like any item at that time, you will get a discount code for the same value that you can use at any time.
The exchange will take place as soon as possible and, in any case, within 14 days after receipt of the item.
What is the cost of making an exchange?
The CLIENT must bear the shipping costs of the product. Under no circumstances will shipments with unpaid postage be accepted.
The expenses associated with the change will be:
- 9.90€ (Included Home collection and delivery of the product changed).
- 3.95€ (The CLIENT, under his responsibility, sends the package to our offices and ÉMOLO sends the changed product. It is essential that the package arrives in perfect condition).
The cost of the change must be paid by bank card or PayPal before shipment, as well as the price difference, in case the chosen item has a higher amount.
For international exchanges, you must send an email to firstname.lastname@example.org. Our Customer Service team will inform you about the procedure and corresponding costs.
What are the conditions I must 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 without any sign of use.
• The product must be returned in the same conditions in which it was received with the original packaging intact and the proof of purchase. If the item is received in poor condition, no change will be made.
• The change form received with your order must be completed and included in the package to be returned.
EMOLO reserves the right to reject exchanges of used or in poor condition items without the original packaging.
Exchanges of products acquired in physical stores and department stores, or of items on sale, on sale and/or on sale, are not allowed.
Contact us through the 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 your resolution.
What should I do if I get a bad article?
If a product arrives defective or damaged, you must make a claim to Customer Service within 24 hours of receiving the order. The change will be made for the same product, always having to send the product in poor condition to our offices at no cost to the CUSTOMER. We take care of everything.
We do not accept returns, except in the case that your order has been received in poor condition and the replacement product is not available.
All the products offered are in perfect condition for sale. They all pass a rigorous quality control where every detail is observed. Despite this, if the product is received with any damage, we will take care of the collection and shipment of another identical product, at no additional cost.
In this case, you must follow the return protocol and attach a photo of the defective item.
If the CUSTOMER wants the money back, he must make a claim at the Customer Service within 24 hours of receiving his order. If it is claimed later and you do not want the replacement of the product, the entire amount will be paid in a discount code to use in your next orders.
Once the defective item is received in our offices and the return is approved, we will pay you the amount in the same way that you made your purchase, through a refund processed by PayPal or a refund on your credit card.
You will receive a confirmation email indicating that the payment will be made within 2 to 3 days after notification.
The CUSTOMER can also choose another product with similar characteristics to the initial one, without price increase.