Last updated: November 2025
Thank you for shopping with us. Because our products are handmade and often personalised, please read the returns policy below before placing your order.
1. Personalised & Handmade Items
Most of our products are personalised or made to order.
Under UK Consumer Contracts Regulations, personalised and custom-made items cannot be returned, refunded, or exchanged unless:
- the item arrives faulty,
- the item arrives damaged, or
- we have made an error with your order.
We create each item exactly as the personalisation is entered at checkout.
Please double-check all names, spellings and details before placing your order.
2. Faulty or Damaged Items
If your item arrives damaged, faulty, or incorrect due to our mistake, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please include:
- your order number
- a description of the problem
- a photo of the fault/damage
We will offer a replacement or refund, depending on the situation.
3. Non-personalised Items
If you have purchased a non-personalised item, you may return it within 14 days of receiving it, provided:
- it is unused,
- in its original condition, and
- in its original packaging.
Return postage costs are the responsibility of the customer unless the item is faulty.
4. Cancellations
Personalised or made-to-order items cannot be cancelled once work has started.
If you need to cancel an order, please contact us as soon as possible.
5. How to Request a Return
To begin a return or report an issue, please contact:
Email: contact@theemilyboutique.co.uk
Please include your order number in all correspondence.
6. Contact
If you have any questions about this Returns Policy, please contact us at:
The Emily Boutique
contact@theemilyboutique.co.uk