Please contact our customer service department who are always happy to help with any query. Email orders@emeliathelabel.com and we will get back to you as soon as we can.

Once you've clicked 'Place Order' at checkout, we are unable to make any changes to your order.
This includes:

• Cancelling or refunding your order
• Altering the item or size
• Adding or removing items
• Changing the shipping method
• In some instances, updating the delivery or billing address

Orders are processed right away to ensure timely delivery.

I think my address is wrong on my order?

If you enter an incorrect address at checkout, please contact us as soon as possible. If your order hasn't shipped yet, we will intercept and update the address for you.

Once the order has shipped, we can't make changes from our end. However, you may be able to adjust your delivery preferences by contacting the courier directly.

If your order can't be delivered, the courier will return it to us and you will receive an automatic refund once we receive the parcel back at our warehouse. You can track your order for updates.

If your order hasn't shipped yet, wait for your tracking email so you can provide the courier with the tracking number to potentially make changes.

If your order has already shipped, contact the courier directly as soon as possible for assistance.

Please note: If the incorrect address is provided and the order is delivered or lost at that address, we cannot be held accountable to offer a refund or replacement.

Please note that all orders are final and cannot be canceled or amended once placed. If you'd like to initiate a return, please refer to our Return Policy for further details.

Please check your email as an order confirmation will be sent through to you with your order details. If you have not received your order confirmation, please contact orders@emeliathelabel.com and we will provide further assistance with your order process.

When goods are imported into a different country or customs territory, there can be a charge applied called 'Customs Duty'. This is charged by the local customs authority where the goods are being imported into.

If Customs Duty is required by your territory, you'll be responsible for paying it to the authorities. Whether Customs Duty is payable, and by how much, depends on your country's specific regulations.

If you do have to pay Customs Duty, the amount payable is usually calculated based on the value of the goods and the type of goods being imported.

Please note that customs fees, duties and taxes are not included in your order total and will need to be paid to your local customs office before you can receive your order. We recommend reaching out to your local customs office for details on any potential fees.

If any applicable customs/duties fees are not paid, the order will be returned to our warehouse and refunded back to your original payment method, minus the return fee. Any custom charges paid to receive your order are non-refundable upon return.

Lost Packages

At EMELIA, we are committed to ensuring that every order arrives in perfect condition. If your package is lost or undeliverable due to a logistical issue, we will promptly send a replacement. Please contact our customer support team at orders@emeliathelabel.com for assistance.

Damaged Packages

We understand how disappointing it is to receive a damaged package. If this occurs, please report it to our customer support team within 48 hours of receiving your order. Please make sure to include photos of the damaged item/s or package.

We will review the information you provide and arrange for a replacement if necessary.

Please note that items must be returned within 7 days of receiving your order for a refund, or within 30 days for a store credit. All returns must meet the criteria noted in our Returns Policy.

To begin your return, click HERE. 

Why haven't I received my refund?

If you've returned your item but haven't received your refund yet, there could be a few reasons for the delay.

Delivery times for returns can vary depending on your country and the courier you used. It might take anywhere from a few days to 30 days for your return to reach out warehouse & be processed.

Please note that a refund will only be processed if you meet the criteria noted in our Returns Policy.

How can I check the status of my return?

First, check the tracking information provided to you by your return courier. Look for updates such as 'Returned', 'Delivered', or 'Returned to Warehouse'. This indicates that your return has reached out warehouse. Our team will inspect and scan the items within 7 days. We will email you once your return has been processed and your refund or credit note is confirmed.

If applicable, it may take up to 7 additional days for the refund to appear in your account, depending on your bank.

Unfortunately we cannot process exchanges once a purchase is complete. If you need a different item, please return your original order and place a new one.

We're sorry to hear that you've received a faulty item. We take great pride in offering quality, on-trend pieces, and we regret that your recent purchase didn't meet these standards.

Please email us with images of the fault and our team will assist you with the next steps.