Refund policy
Return & Refund Policy
Last Updated: August 24, 2026
At Emsford, customer satisfaction is important to us. If your purchase does not meet your expectations, we offer a straightforward 30-day return policy subject to the conditions below.
Please review this policy carefully before requesting a return.
1. 30-Day Return Policy
You have 30 days from the date you receive your order to request a return.
To be eligible for a return, the item must:
- Be unused and unworn
- Be in its original condition
- Have all original tags attached
- Include the original packaging, where applicable
- Be accompanied by your order confirmation or other valid proof of purchase
Items that do not meet these conditions may not be eligible for a refund.
2. How to Request a Return
Before sending any item back, please contact our Customer Support team:
Email: lia68986@outlook.com
Please include your order number, the item(s) you wish to return, and the reason for the return.
Once your request has been reviewed and approved, we will provide you with the appropriate return instructions and return address.
Please do not send a return to an address without receiving instructions from our Customer Support team first. Unauthorized returns may not be accepted or processed.
3. Return Shipping Costs
Unless your item arrives damaged, defective, or incorrect, return shipping costs are the responsibility of the customer.
Original shipping charges, where applicable, are generally non-refundable.
If an item is confirmed to be damaged, defective, or incorrectly shipped, please contact us before returning it so that we can provide further instructions.
4. Damaged, Defective, or Incorrect Items
Please inspect your order promptly after delivery.
If you receive:
- A damaged item
- A defective item
- An incorrect item
please contact us at lia68986@outlook.com within 30 days of delivery.
To help us resolve the issue efficiently, please provide your order number and, where appropriate, clear photos of the item and packaging.
Depending on the circumstances, we may offer a replacement, exchange, or refund.
5. Order Cancellations
Cancellation requests must be submitted within 24 hours of placing your order.
After this period, your order may have entered processing or fulfillment and may no longer be eligible for cancellation.
If you need to cancel an order, please contact us as soon as possible at:
6. Non-Returnable Items
Certain products may not be eligible for return, including:
- Gift cards
- Items clearly marked Final Sale
- Personalized or custom-made products, where applicable
- Products that cannot reasonably be returned for hygiene or safety reasons, where applicable
If you are unsure whether a product qualifies for a return, please contact our Customer Support team before placing your order.
7. Exchanges
We currently recommend requesting a return for an eligible item and placing a new order for your preferred size, color, or style.
This allows you to secure the replacement item as quickly as possible, subject to product availability.
8. Refund Process
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow approximately 5–10 business days for your bank or payment provider to process the refund after it has been issued. Processing times may vary depending on your payment provider.
9. Returns That May Not Qualify for a Refund
A refund may be refused or adjusted if:
- The return is requested after the 30-day return period
- The item does not meet the return requirements
- The item has been worn, washed, altered, or damaged after delivery
- The item is missing original tags or required packaging
- The item was damaged due to improper use or handling after delivery
- An incorrect or incomplete delivery address was provided by the customer
10. Refunds for Delivery Issues
If an order cannot be delivered because an incorrect or incomplete shipping address was provided at checkout, please contact us to discuss the available options.
Additional shipping or reshipping costs may apply depending on the circumstances.
11. Contact Us
If you have any questions regarding returns, refunds, exchanges, or your order, please contact our Customer Support team:
Emsford Customer Support
Email: lia68986@outlook.com
We aim to respond to customer inquiries within 24 business hours.