Return and Refund Policy
At Emmy & Ellie, your satisfaction means everything to us. If something isn't right with your order, we're committed to making it easy to sort out. This policy applies to all purchases made through our website.
30-Day Return Window
We accept return requests within 30 days of your order being delivered. Unfortunately, if 30 days have already passed since delivery, we may be unable to process your return.
To get started, reach out to our team at support@emmyandellie.com and include the following:
- Your order number
- The item(s) you'd like to return
- Your reason for returning
- Photos, if relevant to your situation
Once we've reviewed your request and given the go-ahead, we'll send you full instructions on how to complete the return.
Return Eligibility
To be eligible for a return, items must meet the following conditions:
- Unused, unworn, and in their original condition
- Returned with all original packaging, tags, and accessories intact
- In a condition suitable for resale
Items that do not meet these requirements may not be accepted for return.
Refunds
Once we receive your returned item and complete our inspection, your refund will be issued to your original payment method within 7 business days. Please be aware that your bank or payment provider may take a little extra time to reflect the amount in your account.
You'll receive an email confirmation as soon as your refund has been processed.
Return Shipping Costs
- All original orders ship free with no restocking fees or hidden charges.
- For returns due to a change of mind, wrong size selection, or exchanges, the cost of return shipping is the customer's responsibility.
We strongly recommend using a trackable shipping method when sending items back, as Emmy & Ellie cannot be held responsible for returns that are lost in transit.
Damaged, Defective, or Incorrect Items
If your order arrived in less than perfect condition — whether it's damaged, defective, or not what you ordered — please contact us as soon as possible at support@emmyandellie.com and provide:
- Your order number
- A clear description of the issue
- Photos of the item and packaging
We'll review everything promptly and, where applicable, arrange a replacement or full refund at no extra cost to you.
Order Cancellations
Orders can be cancelled within 24 hours of being placed. After this point, fulfillment may have already begun, making cancellation difficult or impossible.
If your order has already been shipped by the time you reach out, you're welcome to initiate a return once the package has been delivered.
Exchanges
Looking to swap an item for a different one? Just contact our support team and we'll walk you through the exchange process. Please note that exchange shipping costs may apply, unless the item you received was defective or incorrect.
Contact Information
Emmy & Ellie is operated by:
Flowforge Commerce LLC
Registration Number: 981900917
1610 Capitol Ave 413 e172, Historic Hynds Building Cheyenne, WY 82001 United States
Customer Support Hours: Monday to Saturday, 9:00 AM – 5:00 PM
Email: support@emmyandellie.com
Phone: +1 (877) 309-9461
Contact Form: Submit your question via our Contact Us page.
Our support team typically responds within 12–24 hours on business days.