Terms & Conditions
How long do I have to return my items if I am not satisfied with them?
We offer a 14-day money-back guarantee, this means that any products you are not satisfied with can be returned to us within 14 days of purchase in their original condition and packaging for a full refund. Just let us know to expect them prior to making the return and post to:
Em’s at 27, 27 Homestead Way, Houghton Conquest, Bedford, MK45 3GN.
Return postage is covered by the customer.
Wax melts do need to cure for a few days for the fragrance to reach full strength so we recommend letting the bars sit for a few days before making your decision.
If you are returning an item(s), you should consider using a trackable shipping service. We don’t guarantee that we will receive your returned item.
What if my items are faulty or damaged?
If you believe your items are damaged please contact us as soon as possible with your order number and images of the products you believe are not fit for purpose. We will then be able to evaluate the issue and advise on further action.
What happens if my parcel does not arrive?
We are required to wait 10 days from the day it was meant to be delivered before making a claim. If your parcel does not arrive within this time, please check the tracking information and contact us with your order number and we will do our best to send replacement items where possible.
Are any items non-refundable?
Sale items and personalised products cannot be refunded unless faulty. Any cosmetic item (such as a soap sponge or shower whip) which has been removed from its original packaging will not be refunded. The ‘Monthly Treat Box’ cannot be refunded unless any product within the box is faulty or damaged, and in which case, the item will be refunded and not replaced.
What happens if I have missed the 14 day returns period?
We recommend checking your items as soon as you receive them to ensure enough time for any returns to be processed, however, if you wish to return items after this period a partial refund may be granted at our discretion.
How will I be notified and receive my refund?
Prior to returning any items to us, we do ask that you contact us via email to notify us of your intent and the reason for the return. We will respond within 2 working days (Monday-Friday) to let you know if your request has been granted and when you should receive your refund.
The value of the refund will be returned to the original method of payment within 2 working days, however, it may take longer for the funds to appear in your account depending on the method used. Shipping costs are non-refundable and will be deducted from the refund amount.
If you do not receive your refund in the time frame agreed, please first contact your bank.