Return & Exchange Policy

At Emilia & Grace we take pride in crafting luxury home fragrance products that bring warmth, comfort, and elegance to your space. To ensure the best experience, please read our return and exchange policy:

Eligibility

  • Returns and exchanges are accepted within 14 days of delivery.
  • Products must be unused, unopened, and in their original packaging.
  • For hygiene and safety reasons, used candles, reed diffusers, wax melts, or room sprays cannot be returned.

Non-Returnable Items

  • Partially used products
  • Customized or personalized orders
  • Gift sets that have been opened

How to Return or Exchange

  1. Contact our customer service at emiliandgracemarlow@gmail.com or 01628306585 within 14 days of receiving your order.
  2. Include your order number, product name, and reason for return.
  3. Our team will provide a return authorization and instructions.
  4. Once the item is received and inspected, we will process a refund or exchange within 7 business days.
  5. Until you have returned the products to us, you must keep them in your possession and take reasonable care of them.

Refunds

  • Refunds will be issued to the original payment method.
  • Shipping fees are non-refundable, except in cases of defective or incorrect items.

Damaged or Defective Items

  • We will take great care to ensure that you receive your goods in perfect condition and that they are in good working order. However, if your goods are damaged or faulty, please email us within 3 working days of receipt of your order. We will either replace the goods or arrange a refund as appropriate. Upon contact we will issue you with instructions on how to return the goods to us. You will need to obtain a proof of posting certificate from your Post Office for us to be able to refund your postage costs.