RETURN POLICY

Last modified: August 8, 2024

Gift Cards are non-refundable.

Gift Boxes and Merchandise are assembled or made-to-order through a third-party vendor, so please review your order carefully before finalizing. We want you to be satisfied with your purchase, but due to the custom nature of our products, there are specific guidelines for returns and exchanges:

  • Misprinted/Damaged/Defective Items: If you receive a misprinted, damaged, or defective item, please submit a claim with photos to info@emmastorch.org within 15 days of receipt. Claims deemed an error on our part will be covered at our expense.

  • Lost in Transit: For packages lost in transit, claims must be submitted no later than 15 days after the estimated delivery date. All merch takes 10-14 days to deliver after the order is placed. You will receive an email with your shipping notification within 7-10 days of placing your order. Please reach out to us if you have not received your package within 16 days of placing your order.

  • Custom and Personalized Items: Due to the nature of custom embroidery, items made to your specifications cannot be returned for buyer’s remorse.

Address Issues and Unclaimed Shipments:

  • Wrong Address: If a shipment is returned due to an insufficient address, you will be responsible for the reshipment costs once a corrected address is confirmed.

  • Unclaimed Shipments: Shipments that are unclaimed will be returned to the production facility. You will be responsible for any reshipment costs or the cost of the returned shipment if applicable. Unclaimed shipments that are not retrieved within 30 days will be donated to charity.

Return Process:

  • Submitting a Claim: If you encounter an issue with your order, please contact us at info@emmastorch.org with your order number to submit a problem report.

Contact Us: For further information or if you have questions about our return policy, please contact us at info@emmastorch.org.

Thank you for supporting Emma’s Torch!