Returns & Exchanges

CHANGES

When can I make changes?

At EMOLO, the satisfaction of our customers is the key to success and our greatest interest is to make your purchases an unforgettable experience. For this reason, you can make any changes you want without any problem.

Due to the handmade process of our pieces, it is possible that some of the colors or shapes of the articles vary slightly in relation to the images on our website.

In Customer Service you have all the information necessary to carry out the procedure.

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

What is the deadline to make a change?

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 greater value, as long as you have communicated it to Customer Service within 24 hours of delivery . .

As soon as we receive your product in our offices, it will be carefully inspected. Once it has been verified that it is in perfect condition, the product for which you have decided to exchange it will be sent.

If at that moment no item is to your liking, you will get a discount code for the same value that you can use at any time you want.

The change will be made as soon as possible and, in any case, within 14 days after receipt of the item.

What is the cost of making a change?

The CUSTOMER must bear the costs of shipping the product. Postage due shipments will not be accepted under any circumstances.

The expenses associated with the change will be:

€9.90 (Including home pick-up and delivery of the changed product).

€3.95 (The CUSTOMER, under his responsibility, sends the package to our offices and EMOLO sends the exchanged 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 changes, you must send an email to pedidos@emolo.es . Our Customer Service team will inform you about the procedure and corresponding costs.

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

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

The product must be in perfect condition without any signs of use.
The product must be returned in the same conditions in which it was received with the original packaging intact and proof of purchase. If the item is received in poor condition, the change will not be made.
The exchange form received with your order must be completed and included in the package to be returned.

EMOLO reserves the right to refuse exchanges for items that are used or in poor condition and without the original packaging.

Changes of products purchased in physical stores and department stores, or items in liquidation, promotion and / or reduced are not allowed.

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 an item arrives in poor condition?

If a product arrives defective or damaged, you must file a claim with Customer Service within 24 hours of receiving the order. The exchange 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.

RETURNS

EMOLO does not accept returns, except in cases of orders received in poor condition and/or that the replacement of the product is not available.

All products offered are in perfect condition for sale. 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 collecting and sending another identical product, at no additional cost.

In this case, if the CUSTOMER wants the money back, he must make a claim at 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 has been received at our offices and you have approved the return, we will pay you the amount in the same way you made your purchase, by means of 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 characteristics similar to the initial one, without an increase in price.