Last updated: August 6, 2026

Sizes run differently from one brand to the next, and a colour on a screen is never quite the colour in your hand. So here is precisely what happens when an order does not work out.

Changed your mind in the first day?

An order can be cancelled at no cost within 24 hours of being placed, provided it has not already gone out the door. Send us the order number with “cancel” in the subject line and we will stop it if it is still with us. Past that point the parcel is in motion, but everything below still applies once it reaches you.

The 30-day picture

You have 30 days from delivery to send something back. That figure is made of two different things, and the difference matters:

• Days 1 to 14 — your legal right. European Union law gives you 14 days to withdraw from a distance purchase without giving any reason whatsoever. The period starts the day you, or somebody you nominated who is not the courier, physically takes possession of the goods.
• Days 15 to 30 — our own offer. Emily Dublin adds a further 16 days voluntarily. This part is a commercial goodwill scheme, not a legal entitlement, and it carries the conditions set out below.

Once you have told us you are withdrawing, the goods need to be on their way back within a further 14 days. A plain email saying so is legally sufficient; if you prefer the standard withdrawal form, ask and we send it over.

Two ways to tell us

Write to support@emily-dublin.com, or use the form on our contact page. Both land with the same team.

Include the order number, say what is coming back, and tell us whether you are withdrawing, using days 15 to 30, or reporting a fault. We reply with instructions and the correct return address. You post it, then send us the tracking reference so we can watch for it.

Getting in touch first is not us granting permission — within the legal 14 days, a clear statement on its own is enough. It is practical: we dispatch from more than one location, the right return address depends on your order, and a parcel arriving unannounced cannot be matched to anyone.

The state we need things in

Unworn, unused, exactly as they reached you, with the original tags still on, free of perfume, smoke and marks, in the original packaging where that is still realistic, and with the order number or another proof of purchase.

You are entitled to handle and inspect goods as you would in a shop. Go further than that and we may deduct a documented amount for the drop in value. Inside the legal 14 days, a lost box or a snipped tag does not cancel your right to withdraw — it may only affect the sum. For days 15 to 30 we do need the item complete.

Postage back to us

Where a return is accepted we send instructions on how and where to send the package. Return postage is the customer's responsibility, unless the item reached you defective, damaged, or was not the item you ordered — then we pay.

Please use a tracked service. Untracked parcels that go missing on the way back cannot be traced by us or by the carrier.

Restocking fee: none

We charge €0 to restock a returned item. There is no such fee here, on any order.

Three situations we always cover

Nothing arrived

Tracking frozen for days, or marked delivered when it is not with you? Tell us. We open an investigation with the carrier. If the parcel cannot be found, you choose between a replacement and a full refund, and it costs you nothing either way.

It arrived damaged

Check the parcel when it lands. If something is damaged, send us the order number and a clear photograph of the item, along with one of the outer packaging if the box itself was crushed. Replacement or full refund, your choice, with the return postage on us.

Telling us inside 48 hours genuinely helps, because carriers shut their damage claims quickly. It is not a deadline on your rights — a later report is dealt with the same way.

The wrong item came

Our mistake, our cost. We pay for the wrong item to come back and we send the right one, or refund you in full.

Exchanges

Yes, for a new item of the same kind. That said, returning for a refund and ordering the size or colour you want separately is almost always faster, because the replacement ships straight away instead of waiting on a parcel in transit.

Outside the scheme

The legal right to withdraw does not cover goods made to your own specification or clearly personalised, nor sealed goods that cannot be returned on health or hygiene grounds once the seal is broken. Perishables, hazardous materials, flammable liquids, gases and gift cards are also excluded.

Any product in one of those groups is flagged as non-returnable on its own product page, not only here. Sale and promotional items are fully returnable, on identical terms to anything bought at full price.

Your refund

Exercise the legal right to withdraw and we reimburse everything you paid us, including our cheapest standard delivery. Choose a more expensive delivery method and the supplement is not reimbursed — the Priority & Insured Shipping upgrade at €2.95 is delivered at dispatch, so it has already been performed.

Approved refunds are processed within 7 days, in euro, to the original payment method. We may hold reimbursement until the goods are back or you have shown they were sent, whichever comes first. No fee is charged for a refund at any point.

Your bank then adds its own delay. If 15 business days have passed since we confirmed the refund and nothing has appeared, talk to your bank and then come back to us.

Faulty goods and the legal guarantee

This is separate from any return window. Goods have to conform to the contract, and under the Consumer Rights Act 2022 you can pursue a remedy for up to six years after delivery. A fault that shows up in the first 12 months is presumed to have been present at delivery, and proving otherwise is our job, not yours.

In the first 30 days you may end the contract and take a refund, or ask for repair or replacement. After that, repair or replacement first; where that is impossible, refused, or not carried out in reasonable time, you may seek a price reduction or, for a fault that is not minor, end the contract and be refunded.

On top of all of this we offer a commercial 30-day warranty against manufacturing defects. It adds to your legal rights and subtracts nothing from them.

If you are still unhappy

Come to us first — almost everything is resolved in a single exchange. If it is not, the Competition and Consumer Protection Commission publishes consumer guidance in Ireland, and the European Consumer Centre Ireland handles cross-border purchases within the European Union.

Contact

Emily Dublin
USEEMALL LTD — Company No. 13324887
Company address: Flat 4, 4 Conyngham Road, Manchester, M14 5SA, England
Returns address: sent to you by email once your return is approved
Email: support@emily-dublin.com
Customer service hours: Monday to Friday 09:00–17:00 (IST) · Saturday and Sunday 10:00–17:00 (IST)
We aim to reply within 24 hours.