Return & Refund Policy
Last updated: 9 July 2026
At David & Emma, we want every customer to feel confident when shopping with us. That is why we offer a 30-Day Return Guarantee on eligible items.
If something is not right with your order, please contact us first so we can help you find the best possible solution.
For all return and refund questions, please contact us at:
1. How Our Fulfilment Works
David & Emma works with trusted international suppliers and fulfilment partners. To reduce unnecessary stock, waste and overproduction, some items may be shipped directly from our supplier or fulfilment partner.
Because of this, return addresses may vary depending on the product and the supplier involved. Some returns may need to be sent to an international return facility, including China.
Please do not send any item back without contacting us first. Returns that are sent without prior approval may not be accepted.
2. 30-Day Return Window
You may request a return within 30 days after receiving your order.
To start a return, please email us at:
Please include:
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Your order number
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Your full name
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The item you want to return
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The reason for your return, if applicable
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Clear photos if the item is damaged, defective, incorrect or not as described
For standard returns within the return period, you do not need to provide a reason where applicable consumer law gives you a right to withdraw. However, sharing the reason helps us process your request faster.
3. Return Conditions
To be eligible for a return, the item must be:
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Unused
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Unwashed
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Undamaged
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In its original condition
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Returned with all original tags, labels and packaging where possible
You may try on clothing items carefully, but they must not show signs of wear, washing, stains, perfume, damage or use.
We reserve the right to refuse a return or reduce the refund amount if the item is returned in a condition that is not suitable for resale.
4. Items That Cannot Be Returned
For hygiene and safety reasons, certain items may not be eligible for return unless they are unopened, unused and in their original sealed packaging.
This may include:
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Underwear
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Swimwear
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Earrings and certain jewellery items
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Beauty or personal care items
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Items with hygiene seals that have been opened or removed
This does not affect your legal rights if an item is faulty, damaged, incorrect or not as described.
5. Sale Items
Sale items may be returned if they meet the return conditions and are returned within the applicable return period.
If an item is marked as final sale or non-returnable, this will be clearly stated before purchase where allowed by law.
This does not affect your legal rights if the item is faulty, damaged, incorrect or not as described.
6. Return Shipping Costs
Unless the item is damaged, defective, incorrect or not as described, return shipping costs are the responsibility of the customer.
This includes:
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International return shipping costs
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Customs fees
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Import duties
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Any additional return-related charges
We strongly recommend using a tracked shipping method. Without valid tracking or proof of shipment, we may not be able to process your return.
The customer is responsible for the return shipment until it reaches the return address provided by our support team.
7. International Return Address
After your return request has been reviewed and approved, we will provide the correct return address by email.
Depending on the product, this return address may be located outside your country, including China.
Please do not return your order to the sender address on the parcel unless we have specifically confirmed that address by email.
8. Alternative Solutions
Because international returns can sometimes be expensive and time-consuming, we may offer an alternative solution where appropriate.
This may include:
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A partial refund
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A discount on a future order
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A replacement item
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Another solution agreed by email
Any alternative solution will always be discussed with you first and confirmed by email.
Please contact us at info@davidemmamelbourne.com before sending anything back.
9. Damaged, Defective or Incorrect Items
If your item arrives damaged, defective, incorrect or not as described, please contact us within 30 days of delivery.
Email us at:
Please include:
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Your order number
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A clear description of the issue
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Clear photos of the item
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Clear photos of the packaging, if relevant
Once we have reviewed the information, we will offer a suitable solution. This may include a replacement, refund or another appropriate resolution.
We cannot properly assess a damaged, defective or incorrect item claim without clear photos and a description of the issue.
10. Refunds
Once your return has been received and inspected, we will notify you by email whether your refund has been approved.
If approved, your refund will be processed to your original payment method.
Please allow time for your bank, credit card provider or payment provider to process the refund.
Refunds are usually processed within 30 days after the returned item has been received and approved, unless applicable law requires a different timeframe.
Original shipping costs may not be refunded unless required by applicable law or unless the return is due to our error, a defective item or an incorrect item.
11. Order Cancellations
Orders are processed quickly after they are placed.
If you want to cancel your order, please contact us as soon as possible at:
If your order has not yet been processed or handed over to our supplier or fulfilment partner, we may be able to cancel it.
If your order has already been processed, packed or shipped, cancellation may no longer be possible. In that case, you may still request a return after receiving the item, in accordance with our 30-Day Return Guarantee.
12. Incorrect Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
If you notice an error in your shipping address, please contact us within 24 hours at:
We will do our best to update the address before the order is processed, but we cannot guarantee changes after an order has been submitted to our supplier or fulfilment partner.
If an order cannot be delivered due to an incorrect or incomplete address provided by the customer, we may not be able to offer a free replacement or refund.
13. Lost or Delivered Packages
If tracking shows that your order has been delivered to the address provided at checkout, David & Emma is not responsible for lost, stolen or misplaced packages after delivery.
If you believe your package is missing, please contact the shipping carrier first and then contact us so we can help where possible.
14. Chargebacks and Payment Disputes
If there is a problem with your order, please contact us first at:
We are happy to review the issue and work with you toward a fair solution.
Opening a payment dispute or chargeback before contacting us may delay the resolution process, as the matter will then need to be handled through the payment provider.
15. Contact Information
For all return, refund, cancellation or order-related questions, please contact us:
David & Emma
Email: info@davidemmamelbourne.com