Return and refund policy

Contact
Send an email to info@emouvre.com and we’ll let you know how to return your item.
Please use the subject line: Return + Order Number.

Return window
You have 14 days from receiving your order to notify us that you’d like to return it.

Return shipping

  • We don’t offer pre-paid returns. Customers are responsible for return postage.

  • We don’t refund the original shipping cost of your order.

Eligibility

  • Items must be unused/unworn, in perfect condition, with all original packaging (including boxes, pouches, inserts).

  • All jewellery is refundable/exchangeable except earrings (for hygiene reasons).

Processing time
Refunds are processed within 5-10 working days from when we receive your return. It can take up to 15 working days for the refund to appear on your bank statement.

If your item arrives faulty or damaged

  • Please email info@emouvre.com within 7 days of delivery with your order number and clear photos showing the issue and packaging.

  • Once we receive the faulty item back and verify the issue, we will replace the item (one-time replacement per item).

  • We require the faulty item to be returned before a replacement is issued.

Exchanges
If you prefer an exchange, mention this in your email. Exchanges depend on stock availability. If an exchange isn’t possible, we’ll proceed per the policy above.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Shipping your return
If you choose an untracked postal service, please obtain proof of postage. We can’t be held responsible for returns lost in transit without proof.

Notes
Returned items that don’t meet the eligibility criteria may be refused or sent back at your expense. This policy does not affect your statutory rights.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items 
Unfortunately, we cannot accept returns on sale items or gift cards.