Refund Policy

Each package from Emmeistar is carefully inspected and packaged before it ships. We hope you are happy with every purchase you make. In certain circumstances, you may want to return some items. Please read our return policy below, we will do our best to assist you. You can also email us at support@emmeistar.com for further assistance.

No returns for damaged or defective merchandise can be accepted after 14 days from the receipt date of product.

If you are unsatisfied with your order and would like to return your merchandise for a refund, please email us at support@emmeistar.com for instructions. All return requests must be authorized by our customer service team before shipping to our returned address.

We’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please do not ship your orders back to the address on the package received.

• Because we offer free shipping costs for all orders at the time of purchase, we do not cover any expenses for returning your merchandise to our return centers. Customer is responsible for all shipping costs for any returned product.

• We are not responsible for return packages that may be damaged or lost in transit. We recommend that you choose a shipping service with tracking and insurance.

The product must be returned in the original packaging, in new conditions and with all parts, assembly instructions, and hardware provided. The product must be unused, unwashed, unworn, unaltered, and in the same condition that you received it.

Damages and Issues 

Please inspect your order upon reception and contact us immediately by emailing us at support@emmeistar.com if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.

• We will request you to send us a few images of the damage and we will work to get you the best solution as soon as possible!

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about your specific item.

We cannot accept returns under the following conditions:

• Damages caused by human errors (i.e., accidental drops, water/heat damage, customer provided an inaccurate or wrong shipping address, customer selected wrong size or color, etc.)
• Invalid contact information or incorrect address / no answer to the delivery calls & emails
• Package was stolen after it was delivered to customer’s address
• Customer refuses to accept package/pay tax fee/ complete customs clearance
• Didn't collect package by the deadline
• Washed, worn, used, tag-removed, or misused items
• No longer needed, bought by mistake, not as expected, changed mind

Order Changes and Cancellations

If you need to cancel or make a change to your order, please email us at support@emmeistar.com within 4 hours of placing your order. We cannot cancel or make any changes to your order if it has already been processed. 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If the refund is approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Note: Products may be returned to the customer if any defect will not be found or if the conditions above aren’t followed.