Returns & Exchanges

CHANGES

When can I make changes?

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

Due to the artisanal 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.

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

Exchanges and/or returns do not include shipping costs.

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 higher value, as long as you have notified 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 time no item is to your liking, you will get a discount code for the same value that you can use at any time.

The exchange will be made as soon as possible and, in any case, within a period of 14 days after receipt of the article.

What is the cost of making a change?

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

The expenses associated with the change will be:

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

€3.95 (The CLIENT, under their 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 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 changes, you must send an email to ventas@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 exchange will not be made.
The exchange form received with your order must be completed and included in the package to be returned.

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

Exchanges are not allowed for products purchased in physical stores and department stores, nor for items on clearance, on sale and/or on sale.

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 make a claim to Customer Service within 24 hours of receiving the order. The exchange will be made for the same product, and the product in poor condition 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 the moment your package is delivered by courier.

All 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 arrange for the collection and shipping of another identical product, at no additional cost.

In this case, if the CUSTOMER wants the money back, they must make a claim at Customer Service within 24 hours of receiving their order.

Once the defective item is received at our offices and you approve the return, we will refund the amount in the same way you made your purchase, through a refund processed by PayPal or a refund to 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 a price increase.