Refund policy
Return and Refund Policy
Last updated: 17 August 2026
At EMQAE, we want you to be happy with your purchase. If something isn't right, please contact us and we'll do our best to help.
Returns
We hope you love your EMQAE scarf. However, if you change your mind or the item isn't right for you, you will have 14 days to send the item back to us after notifying us that you wish to cancel.
How to start a return
To cancel your order or request a return, please email:
Please include:
- your order number;
- your name;
- the item(s) you wish to return; and
- confirmation that you wish to cancel/return the order.
We will provide you with the relevant return instructions.
Condition of returned items
Please take reasonable care of products while they are in your possession.
Returned scarves should be:
- unworn and unused;
- clean and free from stains, perfume, makeup, smoke or other marks;
- returned with any original packaging and tags; and
- securely packaged to prevent damage during return delivery.
If an item has been handled beyond what is reasonably necessary and its value has been diminished as a result, we may be entitled to make a reasonable deduction from your refund.
Return postage
Unless the item is faulty, damaged, incorrect or otherwise does not conform to the contract, you are responsible for the cost of returning an unwanted item.
We recommend using a tracked postal service and keeping your proof of postage until your return has been received and your refund has been processed.
EMQAE cannot be responsible for returns that are lost while being sent back to us where you have not retained appropriate proof of postage.
Refunds
Once we receive your returned item, we will inspect it and process your refund where appropriate.
If you chose a more expensive delivery option than our standard delivery service, we are not required to refund the additional cost.
Refunds will normally be made using the original payment method.
Your bank or card provider may take additional time to make the refund available to you.
Faulty, Damaged or Incorrect Items
If your scarf arrives faulty, damaged or is not the item you ordered, please contact us at emqaestudio@gmail.com as soon as possible.
Please provide your order number and photographs so that we can assess the issue.
Where an item is faulty, damaged or otherwise does not meet your legal consumer rights, we will provide an appropriate remedy in accordance with applicable law.
This may include a refund or replacement where applicable.
You will not be responsible for reasonable return postage costs where the return is necessary because the item is faulty, damaged, incorrect or otherwise does not conform to the contract.
Exchanges
We do not currently offer exchanges.
If you would like a different scarf, you can return the original item in accordance with this policy and place a new order separately.
Items We Do Not Currently Sell
EMQAE does not currently offer personalised, bespoke or made-to-order scarves.
Important Information
Nothing in this Delivery & Returns Policy affects your statutory consumer rights.
If you have any questions about delivery or returns, please contact: