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.
  • Whilst we endeavour to fulfill requests for specific dates, we can only guarantee that your order will be processed within the time frame of your chosen delivery method.
  • 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.
  • If you’re offered a refund, you will be refunded the amount you paid minus the delivery cost.
  • 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.
  • We cannot be held responsible for any wear and tear to fabrics if care advice has not been followed. Foiled fabrics may crack if stretched excessively.
  • 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.
  • In some cases, a deposit is required for custom orders to cover fabric sample costs and time spent sourcing additional fabrics. If you are required to pay a deposit, it is non refundable and will be taken off the total price if you proceed with ordering.
  • 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.
  • Coupon codes and gift vouchers are only valid until expiration date. In no circumstances will expiration dates be extended.
  • 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.
  • All purchases made through Clearpay means that you are liable to pay the outstanding amount to them. We are not responsible for your contract with Clearpay.
  • Clearpay purchases are subject to validation and checks. If they refuse to or do not for any reason authorise payment, then you will be notified as soon as possible, and your order will NOT be placed. Another method of payment will need to be made for your order to be placed.
  • All pre-orders will be changed to priority as soon as we are able to get new fabric but we are unable to guarantee a 7-day turnaround if we incur delays from suppliers. Any delays in sourcing supplies is out of our control and we will not be held responsible for this.
  • We may cancel or offer to amend your pre-order if we incur issues with suppliers and your order has not started to be processed. If your order is cancelled due to these circumstances, you will receive a full refund.
  • A refund will only be issued on pre-orders other than the circumstances stated above if we deem your reason to be legitimate. Contact Us quoting your order number to request a cancellation/refund.
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