Refund policy

Return & Refund Policy

Last Updated: May 20, 2026

At emma-andrew, we want you to shop with confidence. Whether you’re ordering a pair of our signature Cowboy Boots or a cozy winter hat, we want you to be thrilled with your purchase. If something isn’t quite right, our 30-day return policy ensures a smooth process.

1. Return Eligibility & Product Condition

We accept returns for both defective and non-defective products. To be eligible for a return, the following conditions apply:

  • Product Condition: Only new and unused products are eligible for return.

  • The item must be unworn and in its original condition.

  • All original tags and packaging must be included.

  • You must provide proof of purchase (order number or email confirmation).

Items Not Eligible for Return:

  • Items marked "Final Sale" or "Clearance."

  • Gift cards.

  • Items that have been worn, washed, or damaged after delivery.

2. Return & Exchange Process

  • Exchanges: Yes, we accept exchanges. If you need a different size, color, or item, please follow the return process below to initiate an exchange.

  • Return Method: All returns must be sent by mail.

To initiate a return or exchange, please follow these steps:

  1. Email us at support@emma-andrew.com

  2. Include your Order Number, the Reason for Return, and photos if the item is defective.

  3. Our team will respond within 24 business hours with the correct return address and instructions.

3. Return Shipping Costs & Labels

  • Return Label: The return shipping label and its costs are the customer's responsibility.

  • We do not provide prepaid return labels at this time. You will need to arrange and pay for the shipping via your local mail carrier to send the item back to us.

4. Restocking Fees

  • No cost. We do not charge any restocking fees for returned items.

5. Refunds & Currency

  • Currency: This policy applies to transactions made in ZAR (South African Rand) and Euro (€).

  • Refund Processing Time: Once your return is received and inspected, your refund will be processed to your original payment method within 7 days.

  • You will receive an email confirmation once your refund has been issued.

  • Note: Original shipping charges are non-refundable.

6. Defective or Incorrect Items

If your order arrives defective or you receive the wrong item, please contact us within 7 days of delivery. As noted above, we accept returns for defective products and will work with you to arrange a replacement or a refund within our 7-day processing window.

7. Order Cancellations

Once an order is placed, it enters our processing system immediately and cannot be canceled or modified. If you no longer want the item, you may return it after delivery following the mail-in process outlined above.

8. Contact Information

For all return and exchange inquiries, please reach out to our support team:

Trade name: emma-andrew
Business name: MIDDLETON LIMITED

Phone number: +32495341349
Email: support@emma-andrew.com

Business address: 
Flat 5, 4/F,
Won Hing Building,
74-78 Stanley Street,
Central,
Hong Kong

Business Registration number: 80285400
License number: TC000807

Business Hours: Monday – Friday | 9:00 AM – 5:00 PM (SAST)