Terms & Conditions

Please refer to our standard Terms & Conditions stated below.

  • All items are sent with Royal Mail on a Signed for Basis. We cannot be held responsible for items after they have been shipped. We hold no responsibility for items that are lost, damaged or faulty during shipping. (Please note we retain proof of postage and items are insured).
  • Processing time will vary depending upon demand at the time. We will dispatch your order within the time frame given, however we cannot be held responsible for any delays during shipping.
  • We require a signature for all products delivered.
  • We cannot be held responsible for orders arriving on your doorstep or if you miss your delivery. If you miss delivery attempts your parcel will be sent back to us. You will then have to organise redelivery.
  • We do not accept returns on custom orders or sale items unless faulty.
  • Refunds will only be given if we deem your product to be faulty.
  • Due to hygiene laws, we do not accept returns or exchanges on briefs, thongs or sets including bikinis and swimsuits.
  • All returnable items must be in a condition free from signs of being worn or used to be eligible for a refund or exchange.
  • You are solely responsible for covering the shipping costs of return items.
  • We cannot be held responsible for returning items during the shipping process.
  • We cannot be held responsible for any wear or damage to metal finishing’s or embellishments if care advice has not been followed.
  • All items are made to the sizes specified on your order, therefore we cannot be held responsible if you have selected the incorrect size or if you have provided us with incorrect measurements.
  • The ordering of a custom design will not preclude us from selling the same or similar items on the site. We own the design rights.
  • For custom orders, although we endeavour to obtain all the information needed before you place the order, there may be occasions where we need additional information once we have started on your order. If you fail to respond to our request, we will place your order on hold until you respond.
  • Changes cannot be made to an order once it has been placed. However, in some cases we can consider changes if written to within the cancellation period stated in our Returns & Cancellations policy.
  • All intellectual property belongs to EmmaRose Ltd. and any infringements will be taken seriously.
  • We may suspend/cancel an order if we experience technical problems or problems from suppliers. If we do this, you will receive a full refund or the option to exchange.
  • All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not for any reason authorise payment, then you will be notified as soon as possible, and your order will NOT be placed.