Returns and Refund Policy

Return Policy

At Emma Oxford, we want you to be satisfied with your purchase. We offer a 30-day return period from the date your order is delivered.

You may notify us of your intention to return an eligible item within 30 days of receiving it.

During the first 14 days following delivery, you have the right to cancel an eligible online purchase without giving a reason. Emma Oxford voluntarily extends the period for requesting an eligible return to 30 days after delivery.

For returns items must:

Be unworn and unused, except for reasonable inspection.
Have their original tags attached.
Be returned in their original packaging where reasonably possible.
Be in a condition suitable for return under our extended returns policy.

How to Return an Item

To arrange a return, please contact our customer service team at info@emma-oxford.com or through our Contact Page.

Please include your order number, the item you wish to return and your reason for contacting us, where applicable.

Our team will provide the relevant return address, instructions and any information required to identify your parcel.

Please contact us before posting your return so that we can direct it to the correct return facility. Our registered business address is not a returns warehouse.

Once you have notified us of a cancellation or eligible return, you must send the goods back within 14 days.

Your statutory right to cancel is not dependent on our discretionary approval. However, returns made under our additional voluntary 30-day policy remain subject to the applicable eligibility conditions.

Return Shipping Costs and Responsibility

For returns due to a change of mind, selecting an incorrect size or deciding that an item is no longer suitable, the customer is responsible for the direct cost of returning the goods.

This applies to eligible returns requested within the statutory cancellation period and to those requested under our extended 30-day returns policy.

Depending on the applicable return facility, return shipping may involve an international service. International return charges can vary according to the destination, shipping provider, parcel dimensions, weight and tracking or insurance services selected.

Where applicable, customs documentation and associated shipping arrangements may also be required.

We recommend using a tracked shipping service and retaining your proof of postage until your refund has been completed.

If an item is defective, damaged or incorrect, Emma Oxford will cover reasonable return shipping costs where required.

Return Address

Please contact info@emma-oxford.com to obtain the correct return address for your order.

Return destinations may vary according to the product and fulfilment arrangement.

Do not send returns to our registered business address unless our customer service team specifically instructs you to do so.

Important: Contacting our team before dispatch helps ensure that your return reaches the appropriate facility and can be processed correctly.

Exceptions to the Return Policy

Certain items may be excluded from change-of-mind returns where an applicable legal exception exists.

These may include:

Sealed underwear or similar hygiene-sensitive products once their protective seal has been removed, where the legal conditions for this exception are met.
Sealed swimwear or other hygiene-sensitive goods where the applicable legal exception applies.
Products made to your individual specifications or clearly personalised.
Other items excluded from cancellation under applicable law.

These exceptions do not remove any statutory rights relating to faulty, damaged or incorrectly supplied products.

Damages and Incorrect Items

Please inspect your order as soon as it arrives.

If an item is damaged, defective or incorrect, contact our customer service team at info@emma-oxford.com as soon as possible.

To help us investigate, please provide:

Your order number.
A description of the issue.
Clear photographs showing the problem, where reasonably available.

We will review the information and arrange an appropriate resolution, which may include a replacement, repair or refund, depending on the circumstances and your applicable rights.

Where the product is defective, damaged or incorrect, reasonable return costs will be covered by Emma Oxford where required.

Exchanges

We do not operate an automatic direct-exchange service.

If you require another size or a different item, please contact our customer service team to discuss the options available.

Where possible, we may offer a replacement arrangement without requiring you to return the original item. Any applicable replacement shipping contribution will be communicated before you accept the offer.

Alternatively, you may return an eligible item under this policy and place a new order.

Order Cancellations

For information about cancelling an order before or after dispatch, please see our Cancellation Policy.

Refund Policy

Once your returned item reaches the appropriate return facility, we will inspect it where necessary to verify its condition and eligibility.

For eligible statutory cancellations, refunds are issued within 14 days after we receive the returned goods or evidence that they have been sent back, whichever occurs first.

For returns accepted under our voluntary extended returns policy, refunds will be processed within 14 days of receiving the returned goods.

Refunds are issued to the original payment method unless another method is expressly agreed and permitted.

Where required by law, the refund will include the original standard delivery charge. Additional charges for any more expensive delivery option selected by the customer do not have to be reimbursed where applicable.

As Emma Oxford provides free standard UK delivery, there is ordinarily no original standard shipping charge to reimburse.

Your bank, card provider or payment processor may take additional time to display the refunded amount.

If your refund has not appeared after the applicable processing period, please contact info@emma-oxford.com.

Customer Service Available Hours

Our customer support team is available to assist you during the following hours:

Monday – Saturday | 9:00 AM – 5:00 PM (UK Time)

For questions regarding returns, refunds, exchanges or existing orders, please contact info@emma-oxford.com.

We aim to respond to all enquiries as quickly as possible.

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