Refund policy

How Returns & Cancellations Work

Would you like to return, exchange, or cancel your order immediately after purchase? Simply follow these instructions:

For Returns & Exchanges (items already received):

Simply register your return online through our portal. All further instructions, the correct return address, and all details about the process will be provided there automatically based on your selection.

For Order Cancellations Immediately After Checkout:

If you would like to cancel your order, please email our support team **within less than 24 hours after placing your order** (before the items have been shipped): kontakt@emmalove.de. We will take care of your request as quickly as possible.

Return & Exchange Conditions

You may return your ordered items within 14 days of receiving them. The buyer is fully responsible for the return shipping costs.

  • Condition & Packaging: We only accept items that are unwashed, free from signs of use (no dog hair, saliva, or odors), and returned in their original product packaging including the barcode. If the item or packaging is damaged or missing, we must deduct any loss in value from the refund.

  • Ordered the Wrong Size? Please first submit a return request for the incorrectly sized item so we can process your refund. You can then conveniently place a new order for your preferred size directly in our online shop.

  • Exclusions: Personalized products are completely excluded from returns and exchanges.

  • Damaged or Incorrect Items: If you received a defective or incorrect item, simply upload a photo directly in the returns portal. We will immediately send you a replacement free of charge.

Statutory Right of Withdrawal for Consumers

(A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business, or self-employed professional activity.)

Right of Withdrawal Policy

Right of Withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period is 14 days from the day on which you, or a third party designated by you who is not the carrier, took possession of the goods.

To exercise your right of withdrawal, you may inform us of your decision by means of a clear declaration. For goods that have already been delivered, please use the convenient self-service process via our electronic Returns Portal. For orders that have not yet been shipped (cancellations within 24 hours), please contact us by email at kontakt@emmalove.de. To meet the withdrawal deadline, it is sufficient that you send your notification of exercising the right of withdrawal before the 14-day withdrawal period expires.

Consequences of Withdrawal
If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs (except for any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us), without undue delay and no later than 14 days from the day we receive your notification of withdrawal from this contract. We will use the same payment method that you used for the original transaction unless expressly agreed otherwise with you. Under no circumstances will you be charged any fees for this reimbursement.

We may withhold reimbursement until we have received the returned goods or until you have provided proof that you have returned the goods, whichever occurs first.

Returning the Goods
You must return or hand over the goods to us without undue delay and no later than 14 days from the day you informed us of your withdrawal from this contract. The return address and detailed return instructions will be provided directly through our Returns Portal after you have created your return request. The deadline is met if you send the goods before the 14-day period has expired. The buyer is responsible for the direct cost of returning the goods.

Liability for Diminished Value
You are only liable for any diminished value of the goods if this loss in value results from handling the goods beyond what is necessary to establish their nature, characteristics, and functioning (e.g. signs of use, damaged product packaging, contamination by dog hair, or odors).

Exclusion of the Right of Withdrawal
The right of withdrawal does not apply to contracts for the supply of goods that are not prefabricated and for whose production an individual choice or determination by the consumer is decisive, or which are clearly tailored to the personal needs of the consumer.

Model Withdrawal Form

(If you wish to withdraw from the contract, please complete this form and send it back to us. Alternatively—and recommended for delivered goods—use the quick online process via our Returns Portal.)

To: Emmalove | Email: kontakt@emmalove.de

I hereby withdraw from the contract concluded by me for the purchase of the following goods:
________________________________________________________

Ordered on: _______________________ Received on: _______________________

Name of the Consumer: ___________________________
Address: _______________________________________

Signature of the Consumer (only if submitted on paper): ___________________________
Date: ___________________________