The Emma A - Z, all you need to know

Return and Refunds

  • How do I start the return process to get my refund?

    If you are unhappy with your Emma product, just contact our customer service at +852 5808 0220, via e-mail at [email protected], or contact us on the chat option right here. We will arrange for a pickup and credit you the full refund once your Emma product has been picked up. The refund will be completed within appx. 14 - 30 business days depending on the payment methods.

  • What is the status of my refund?

    Please contact customer service to check the status of your refund via phone, email, or chat.

  • Can I exchange an accessory if I ordered it in the wrong size?

    Only unopened products are eligible for free exchange. If you would like to return any Emma accessory because you have ordered the wrong size, please follow the below steps to return your product(s) and get your refund.

    Step 1: Create a new order for the new sizes.

    Step 2: Take pictures of the unopen (it has to be unopen) products and send the pictures to our Customer Support team via email at [email protected] to file the case together with the new order number for the new size. The new order number is necessary to show your intention to exchange the product.

    Requirement of the pictures: 4 angles of the package + label on the box + sealed tag showing the box is unopen + 1 overall picture showing the package is not damaged

    Step 3: Send the package via SF Express or other couriers to our warehouse, our Customer Support team will inform you the warehouse location via email (with pictures).

    Step 4: Our warehouse will check the condition of the package. If there are no issues, our Customer Support team will contact you via email regarding the refund.

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