RETURN, REFUND, EXCHANGE & MISSING PACKAGES

Your satisfaction is important for us. We offer a 30-Day Return/Exchange Policy (from the date the product was received). For returns or exchanges, please email customercare@emersonandfriends.com with the following information:

Order Number:
Full Name:
Items to be Returned/Exchanged:
Reason for Return/Exchange:
**PHOTO OF PRODUCT DAMAGE MUST BE INCLUDED IF APPLICABLE**

Please note, it may take up to 5-7 business days for a response.


**ALL SALES ITEMS ARE FINAL (NO RETURNS)** If you receive a damaged product, we can process a refund or replacement. To be eligible for a return or exchange of goods, product must be unused, undamaged, unwashed, and accompanied by proof of purchase from our website emersonandfriends.com. To return or exchange products purchased through 3rd parties carrying Emerson and Friends, please reach out to the location the product was purchased from. Please note that customers are responsible for shipping costs of returned items or exchanges requested outside of the 30 day window of delivery. When returned product is received and inspected, you will be notified of your refund processing. Please note that shipping of returned items will not be refunded. ONLY cost of the product will be refunded.

DAMAGED ITEMS/ORDER ERRORS

  • Though each product is inspected for quality assurance before shipping, it is possible to receive a damaged item. In addition, due to human error, order mistakes are possible. For these reasons, it is important to open & inspect your items as soon as you receive them. Please notify us within 30 days of receiving your package if there is anything wrong with your order. We cannot honor changes outside of the time frames, as stated within our policies. If damaged or incorrect item is no longer available, we will reach out to find a suitable replacement.

RETURNED MAIL

  • If a package is returned because the address provided to us was not correct, we are not responsible for re-shipping. We will contact the buyer for the correct address; shipping & handling charges will need to be re-paid before we can send the package again.

MISSING PACKAGES

  • Please contact your neighbors and local post offices to ensure that the package is not in their possession. Allow up to 14 business days before reporting this issue. In recent cases, we have found that packages have been marked delivered by delivery services one day and have been delivered a few days after. Emerson and Friends is not responsible for missing or damaged packages. If your package has not been received within 3 weeks of receiving your shipping notification email (6 weeks for international orders), please contact us at customercare@emersonandfriends.com and we will provide directions on how to file a claim with USPS or UPS. Once a package is marked as shipped and leaves our warehouse, Emerson and Friends is no longer responsible for the package. Any issues with shipments should be addressed with the shipping carrier.

PRICING/SALES

  • Promotional pricing is only valid during promotional sales period. If products are purchased outside of the date window of a promotional sale, discounted price will not be honored. Refunds, returns, and exchanges of orders previously placed will not be processed for the purpose of receiving discounted prices. **WE ARE UNABLE TO ACCEPT RETURNS FOR CLEARANCE ITEMS** Please email customercare@emersonandfriends.com if you have a damage or sizing issue with a clearance item and we will work to find a resolution.

DISCOUNT POLICY

  • All discounts must be presented prior to purchase. Coupons cannot be combined with other promotional codes, sitewide sales, or clearance items. We are unable to accept returns after 30 days of delivery or 30 days of purchase in store. Must have receipt for returns of merchandise in store. Must have Emerson and Friends order number for returns of merchandise online. Emerson and Friends reserves the right to change or update information (including pricing) or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order). For additional exclusions, please reference our Frequently Asked Questions at https://emersonandfriends.com/pages/retail-faqs and Terms of Service at https://emersonandfriends.com/policies/terms-of-service.

ORDER CHANGES

  • We do our best to ship ready-to-ship orders the same or next business day. Because of this quick turnaround time, the window for adjusting or cancelling orders is very short. If your cancellation request is seen prior to us processing your order, we are happy to cancel your order for a full refund, but once the order is in process, we can no longer cancel it.