Skip to main content

Overview

Our refund and returns policy lasts 20 days. If 20 days have passed since your purchase, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to Emmys Creative unless advised to do so – Return postage is not covered by Emmys Creative and is at the purchasers cost.

There are certain situations where only partial refunds are granted:

  • Damage caused by customer and or product has obvious signs of use
  • The framed item has been broken during transport but art print within is in tack with no damage.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 20 days after delivery.

Refunds

Please note full refunds will only be given in extreme circumstances and where possible exchanges and replacements will be granted over refunds.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at emilywesleyjonescreative@gmail.com.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at emilywesleyjonescreative@gmail.com with photo evidence. Depending on the item defect/damage we will ask you to either destroy or send your item back – a physical address will be provided to customers if item is to be returned.

Damaged Framed Prints please read overview section where partial refunds are mentioned for more information.

Shipping returns

To return your product, please contact emilywesleyjonescreative@gmail.com for a physical address to send your product back too.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Customs

A deposit of 50% of the final price is required for the piece to be created (You will receive a quote with a final price prior to the commission piece being started). This deposit is non-refundable. If you do not wish to proceed or are unhappy to continue working with us this deposit is strictly non-refundable and by paying the initial deposit you acknowledge and agree you will not get this deposit back under any circumstance.

Need help?

Contact us at emilywesleyjonescreative@gmail.com for questions related to refunds and returns.