Refund policy

Returns and Exchanges

Before you order. Every dress is made for one day that matters, so please check the size guide before you buy. If your little one is between sizes, or you are not sure which to choose, message us and we will help. We would much rather get the size right the first time than put you through a return.

The short version

  • You have 7 days from delivery to request a return.
  • The dress must come back unworn, with every tag attached, including the EMMA&AN return tag.
  • Return shipping is paid by you. This applies to every return, including returns we approve and accept in full.
  • Approved returns are issued as store credit.
  • A dress that has been worn cannot be returned.

The return tag

Every dress arrives with a secured EMMA&AN tag at the neckline. You can try the dress on with the tag in place, and you should. Once that tag is removed or broken, the dress is yours and cannot be returned, so please leave it attached until you are certain you are keeping it.

How to start a return

Message us on Instagram at @emmaandan or email hello@emmaandan.com within 7 days of delivery with your order number, and we will send you return instructions. We cannot accept or refund a parcel sent back without approval. Once approved, please post the dress within 7 days.

Return shipping is paid by you

You pay to send the dress back to us. This is true even when the dress is unworn, the return tag is intact, and we accept the return in full. We do not send prepaid return labels and we do not reimburse return postage.

We recommend a tracked service, because we can only process a return that reaches us. A parcel that goes missing on its way to us stays your responsibility.

The one exception is set out below, under "If something is wrong with your order."

What we accept

A return is accepted when the dress arrives unworn, unwashed and unaltered, with the return tag intact and all original tags attached, in its original packaging, and free of makeup, deodorant, fragrance, smoke, pet hair and marks of any kind.

What we cannot accept

  • A dress that has been worn to an event.
  • A dress with a removed or broken return tag.
  • A dress that arrives marked, scented, altered or damaged.
  • A dress sent back more than 7 days after delivery, or posted more than 7 days after we approved the return.
  • Headbands and hair accessories, which are final sale for hygiene reasons.
  • Clearance and giveaway items, which are final sale.

If a dress arrives back with us and does not meet these conditions, we will let you know and post it back to you at our expense. We do not clean and resell a dress that has already been worn, because the next family deserves a new one.

What you receive

Approved returns are issued as an EMMA&AN store credit for the price paid for the dress, valid for 12 months and usable on anything we sell. Original shipping is not refunded, and neither is the cost of sending the dress back to us.

If something is wrong with your order

If a dress arrives damaged or faulty, or we sent the wrong size or the wrong item, tell us within 3 days of delivery and send a photo. We will replace it or refund it in full to your original payment method, and we cover shipping in both directions. This is the one case where return postage is on us, and none of the conditions above apply.

Exchanges

Exchanges for a different size or colour follow the same conditions and the same 7 day window, and depend on what is in stock. Return shipping on an exchange is also paid by you. Ask us early, because sizes sell out.

Cancelling before we ship

If your order has not shipped yet, message us and we will cancel it and refund you in full.

Questions

Email hello@emmaandan.com or message us on Instagram at @emmaandan. We reply within 24 hours, Monday to Friday.