How to return

You have 14 days from receiving your order to return pre-owned or new items.

The return process depends on where you’re returning from:

• Within Finland: Click here for return instructions
• From another EU country: follow the steps below

Returns from other EU countries

1. Register a return here.
2. Enter your email address and order number.
3. Select the items you’re returning and the reason.
4. Choose your refund method: Emmy credit or the original payment method.
5. Review and confirm your return.
6. We’ll contact you to arrange a pickup date.

 

Returning items from multiple orders in one parcel?
Please submit a separate return notification for each order and pack so that each order is clearly identifiable inside the parcel.

Not picking up a delivered order is not a return.
For uncollected orders we charge €19 per order (handling & shipping).

Return processing & fees

• We charge a return fee equal to your order’s original shipping cost (typically €12.90) per return shipment. The fee is deducted from your refund.
  • If the value of returned items is less than the fee, no refund will be issued.
• If you choose your refund as Emmy credit, the return fee is waived.
• Items must be returned in saleable condition—exactly as sold. Do not remove the item tag, and do not wear, wash, or alter the item.
• Returns are processed within 1–5 business days after arrival.
• We do not offer exchanges. You can return an item, select Emmy credit, and purchase another item with that credit (with no return fee).

Refunds

Refunds are issued to the original payment method:

• If you used a gift card or Emmy credit, your refund will be issued as Emmy credit (visible in your account balance).
• Credit card, PayPal, and online bank payments are refunded right after processing.

GLS pickup (EU, excl. Finland & Baltics)

If your order was shipped with GLS, we’ll arrange a GLS return shipment for you.

1. After you’ve registered your return and packed your items, our customer support will contact you to schedule pickup.
2. Pack carefully so items remain saleable and can be restocked. You may reuse the original packaging if intact. Remove/cover all old labels and barcodes.
3. Include one of the following inside the parcel:
   • the receipt bottom with order info,
   • a copy of your order confirmation, or
   • a note with your name, address, and order number.
   • Returning items from several orders? Include all order numbers.
4. Write on the outside of the parcel:
   “GLS Customer return shipment – [your order number] – Emmy Clothing Company, Finland.”
5. Hand the parcel to the GLS driver at pickup.
6. Save the GLS tracking code for your records.

Claims (defects / wrong item)

Please check your items within 14 days of delivery. If an item is defective, doesn’t match the stated size, or product info is incorrect, you may return it free of charge. We’ll refund the item price to your original payment method.

• Submit a return request for the claim and send the item back promptly following the instructions above.
• The item must be returned in the same condition as sold. Do not remove the item tag, and do not wear, wash, or alter the item.

Need help?

We’re happy to assist: info@emmystore.com