Refund Policy

Thank you for shopping at Mary & Emma Charleston. We take pride in providing you with high-quality products and excellent customer service. However, we understand that there may be instances where you need to return or exchange a product. This Refund Policy outlines the terms and conditions under which you may do so. Please read this policy carefully before making a purchase.

1) APPLICABILITY OF THE RETURN POLICY

1.1 This return policy applies to all customers purchasing products from Mary & Emma Charleston.
1.2 Customers can return products within 30 days of receipt. Returns beyond this period may not be accepted.
1.3 Products must be returned in their original condition, unused, and in their original packaging. Items that are damaged, altered, or not in a resellable condition may not be eligible for return.
1.4 You will need the receipt or proof of purchase for any return.

2) HOW TO INITIATE A RETURN OR EXCHANGE

2.1 To initiate a return or exchange, please email us at support@maryemma-charleston.com, stating your reason for return and attaching images or a video of the product. Please also include your order number.
2.2 If your return is accepted, we will send you instructions on how and where to send your package.
2.3 Items sent back without first requesting a return will not be accepted.
2.4 Returns should be sent to our central warehouse in Asia. Further details will be provided upon approval of your return request.

3) SHIPPING COSTS FOR RETURNS

3.1 If the return is caused by the customer’s choice or error (e.g., you no longer want the product), the customer is responsible for the shipping fee.
3.2 If the return is due to our mistake (e.g., damaged or incorrect goods), the shipping cost will be covered by us.
3.3 If you wish to return a product without a specific reason, the customer must cover the return shipping charges.

4) DAMAGES

4.1 Please inspect the packaging of your item(s) upon arrival.
4.2 If you notice any damage or issues, please contact us immediately at support@maryemma-charleston.com.
4.3 Photos or videos of the damage must be sent within 24 hours of arrival. Claims submitted after this period will not be valid.

5) EXCHANGE PRODUCTS

5.1 If you prefer to exchange an item, please indicate this when initiating your return.
5.2 Exchanges are subject to item availability.

6) ORDER CANCELLATIONS

6.1 Once an order has been placed, it cannot be cancelled, as our system begins processing orders immediately.
6.2 If you have any concerns, contact us at support@maryemma-charleston.com with your order details.

7) RECEIVED THE WRONG PRODUCT

7.1 We take great care to ensure every product is correct, but occasionally errors occur.
7.2 If you have received the wrong product, you may choose to:

• Keep the item and receive a partial refund, or

• Request the correct item as a replacement.

7.3 In the latter case, you only need to cover the shipping costs, and we will send the replacement item at our expense.
7.4 After receiving your returned item, please email us again at support@maryemma-charleston.com with your order details.
7.5 Upon your request, we will send the correct item or issue a full refund.

8) REFUNDS

8.1 Once we’ve received and inspected your return, we will notify you whether your refund has been approved.
8.2 If approved, you will automatically be refunded to your original payment method within 5 to 7 business days.
8.3 Please note that it may take additional time for your bank or credit card company to process the refund.
8.4 If more than 7 business days have passed since your refund approval, please contact us at support@maryemma-charleston.com.

9) CUSTOMER SATISFACTION

At Mary & Emma Charleston, your satisfaction is our top priority. We are committed to a transparent and fair return and refund process.
If you have any questions or concerns regarding this policy, please contact us at support@maryemma-charleston.com.