Refund policy

Returns & Refunds Policy

We want you to be completely happy with your purchase. If for any reason you’re not satisfied, we’re here to help.

Returns (UK Orders Only)

We accept returns on eligible items within 30 days of the delivery date for customers located within the United Kingdom.

To be eligible for a return, the item must:

  • Be unused, unworn, and in the same condition that you received it

  • Be in its original packaging, with all tags and labels still attached

  • Be accompanied by proof of purchase (e.g. your order number or receipt)

Please note: Items that are returned damaged, worn, or not in their original condition may not be eligible for a refund.

How to Initiate a Return

  1. Contact Us: Email our customer service team at emxstaff@gmail.com within 30 days of receiving your order. Please include your order number and the reason for your return.

  2. Return Instructions: We will provide you with the return address (Unit 15 Long Lane Trading Estate, Halesowen, Birmingham, B62 9LD) and any necessary return instructions.

  3. Send Your Item Back: Package your item securely and post it back to us using a tracked delivery service. Customers are responsible for return postage costs unless the item is faulty or incorrect.

Refunds

Once your return is received and inspected, we will:

  • Notify you by email that we have received your returned item

  • Let you know if your refund has been approved

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5–10 working days.

Exchanges

We do not currently offer direct exchanges. If you would like a different size, style, or color, please return the original item and place a new order.

Non-Returnable Items

Some items are exempt from being returned, including:

  • Gift cards

  • Personalised or custom-made items

  • Sale or clearance items (if marked as non-returnable at checkout)

  • Hygiene-sensitive items such as earrings, underwear, or swimwear (unless faulty)

Damaged or Faulty Items

If you receive an item that is damaged or faulty, please contact us immediately at emxstaff@gmail.com with your order number and photos of the issue. We will do our best to resolve the issue quickly, either by offering a replacement, repair, or full refund.

Late or Missing Refunds

If you haven’t received your refund within the expected time:

  1. Check your bank account again.

  2. Contact your credit card company or bank—it may take some time before your refund is officially posted.

  3. If you’ve done all of the above and still haven’t received your refund, please contact us at emxstaff@gmail.com.