Return policy

RETURNS & CANCELLATIONS

RETURN POLICY

Can I return my order?
Yes. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order. To be eligible for a return, the following conditions apply:

  1. Original Condition: Items must be returned in their original condition, including all original parts, accessories and packaging.
  2. Handling: Items must only show normal handling. Returns may be refused if products have been damaged through careless use.
  3. Hygiene: Products where hygiene is a factor must be clean and suitable for return.
  4. Damaged Items: Any item that arrives damaged must be reported to us as soon as possible after delivery, including photographs.
  5. Processing: Returns are normally processed within 7 working days after they arrive at our return facility.

PLEASE NOTE: We do not offer free returns. Return shipping costs are the responsibility of the customer. We reserve the right to refuse returns that show signs of use, damage or alteration beyond normal inspection.

HOW TO INITIATE A RETURN

If your order meets the return conditions above, please follow these steps:

  1. Send an email to info@emmasophiejack.com
  2. Please include:
    • Your order number
    • The reason for your return
    • A photo of the product if it arrived damaged or defective
    • Your first and last name
    • Your full shipping address

Important: Please do not send your return to the address shown on the original package. We will provide you with the correct return address after reviewing your request.

CANCELLATION CONDITIONS

Right of Cancellation
Because orders are processed shortly after they are placed, we can only accept cancellation requests within a limited period.

  • 24-Hour Window: You may contact us within 24 hours of placing your order to request a cancellation. If the order has already been shipped, cancellation may no longer be possible.
  • After Shipment: If your order has already been dispatched, please wait until you receive the items and then follow our standard return procedure.

To request a cancellation, please contact Emma, Sophie & Jack by email with your order number and cancellation request.

CONSEQUENCES OF WITHDRAWAL

If your cancellation or return is approved, we will process your refund according to our return policy and applicable consumer laws.

Refunds will normally be issued using the same payment method used for the original purchase.

REMINDER: Return shipping costs are the responsibility of the customer unless the item arrived damaged, defective, or otherwise does not match your order.

Emma, Sophie & Jack
A little family boutique from Auckland, closing one chapter and beginning another. 🤍