EASY STEP-BY-STEP RETURN GUIDE
Customer satisfaction is our top priority, so we handle each inquiry individually to the best of our abilities. While we hope you are delighted with your order, if you are not completely satisfied, we will gladly offer you the opportunity to return it. Unfortunately, we cannot refund any taxes, duties, or charges, as well as the return and shipping fees.
Returns are accepted if communicated within 14 days of receiving the parcel. Items must be returned in original condition, with all original tags and packaging. Please keep in mind that the customer is responsible for the return shipping costs.
- Click the Account tab in the main menu. It is optional to have registered before.
- To log in, enter the email address associated with the order and wait for the 6-digit code to arrive in your email inbox (check your spam folder if necessary).
- Select the items within the order that you intend to return, indicate the reason, and submit your return request.
- Wait for a confirmation email in which we approve the return (usually within 24 working hours).
- If the return request has been accepted, you can book a courier (preferably traceable) or bring the item(s) back to the store within 3 working days of receiving our response.
- Pack the merchandise securely, including all original tags and packaging.
- Once your return is received, a member of our sales team will review your order.
- Your refund will be issued in the original payment method within 7- 10 working days, and you will receive an email confirmation once your refund has been processed. Please remember that your bank or credit card company may take some time to process and post the refund.
- If your return request has not been accepted, we will contact you via email for more information.
If you want to exchange for a different size, you must return the item and place a new order.
Exchanges between online orders and store inventory are not possible. Emil's store in Milan is also available for order pick-ups and delivery.
Please note that made-to-order items are not eligible for return, refund, or exchange.
