Returns Policy
We stand behind our work
At Studio Emaree, we take pride in the quality and craftsmanship of our products. While many of our items are made to order or customised, we are committed to upholding your rights under the Australian Consumer Law (ACL). This policy explains when returns or refunds may be available, how to request one, and what to expect during the process. Please read this alongside our our Terms of Service, Privacy Policy, and Shipping Policy.
We don't accept change-of-mind returns, particularly for our made-to-order and custom pieces. Since these are handcrafted specifically for you in our studio, each piece is unique and created with you in mind. However, if you receive something that's faulty or we've made an error, we'll make it right. We understand this policy might seem strict, but it allows us to offer these beautiful, personalized pieces at the best possible prices.
If this happens, please contact our team at support@studioemaree.com within 7 days of receiving your order. We'll ask you to send through some photos and a description of the issue so we can assess what's happened. If your claim is approved, we'll guide you through the return or refund process step by step. We stand behind the quality of our work and will always make things right when we've made a mistake.
Email our support team at support@studioemaree.com with your order number and a clear description of the issue you're experiencing. Our team will carefully assess your request and get back to you within 5 business days with the next steps. We'll make the process as smooth as possible and keep you informed throughout.
Once we've approved your return, you'll have 14 days to send the item back to us. We'll provide you with the return address and any special shipping instructions to ensure your return reaches us safely. This timeframe gives you plenty of opportunity to package everything up properly without feeling rushed.
If we've made an error – like sending you the wrong item or if something arrived damaged – we'll cover the return shipping costs. For all other approved returns, the return shipping cost would be your responsibility. We'll always let you know upfront what the arrangement is so there are no surprises.
While we don't offer automatic exchanges, we're happy to work with you. If you'd like a different item, you can go through our return process if your situation qualifies, and then place a new order for what you'd prefer. This way, you can be sure you'll get exactly what you want, and we can ensure everything is processed correctly.
Once we receive and inspect your returned item, approved refunds are processed within 3–7 business days. The exact timing can depend on your bank or payment provider, but we'll process our end as quickly as possible. We know you don't want to wait around for your money, so we prioritize getting refunds sorted promptly.
While we trust our customers, we do reserve the right to reject returns that we believe are fraudulent or inappropriate. This includes things like returning items that aren't from Studio Emaree, items that have been altered or damaged after purchase, or other suspicious activity. We're always fair in our assessments, but we need to protect the integrity of our return system for all our customers.
Please contact our support team at support@studioemaree.com as soon as you notice any issues. We stand behind the quality of our craftsmanship and will assess each situation individually. While we can't guarantee coverage for normal wear and tear, if there's a genuine quality issue with one of our pieces, we want to know about it and will work with you to find a fair solution.
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At Studio Emaree, we take pride in the quality and craftsmanship of our products. While many of our items are made to order or customised, we are committed to upholding your rights under the Australian Consumer Law (ACL). This policy explains when returns or refunds may be available, how to request one, and what to expect during the process. Please read this alongside our our Terms of Service, Privacy Policy, and Shipping Policy.
1) Our Approach to Returns
Many Emaree products are made to order or personalised for you. As such, we do not offer change-of-mind returns. However, if your product is faulty, damaged, or incorrect, you may be eligible for a return, refund, or replacement.
We assess all return requests fairly and in accordance with Australian consumer rights.
2) When Returns Are Accepted
You may request a return or refund if your item:
- Is faulty or defective due to a manufacturing issue
- Is damaged in transit (and reported promptly)
- Is incorrect (e.g., the wrong item or size was sent)
These are considered valid grounds under the ACL.
3) When Returns Are Not Accepted
We generally cannot accept returns if:
- You have changed your mind or made an incorrect choice
- The item has been worn, altered, or damaged after delivery
- The item is a customised or made-to-order piece (unless faulty or incorrect)
- The product was purchased on clearance or under a final-sale promotion
Please ensure you review all sizing, descriptions, and turnaround times carefully before ordering.
4) Timeframes for Requesting a Return
To be eligible for a return or refund:
- Contact us within 7 days of receiving your order
- Provide your order number, a clear description of the issue, and photos where relevant
- If your return is approved, it must be received by us within 14 days of our approval email
Returns received outside this window may not be processed.
5) How to Submit a Return Request
To initiate a return:
- Email us at returns@studioemaree.com
- Include your order number, a description of the issue, and photographs if applicable
- Wait for our response — we aim to reply within 5 business days
- If approved, we will provide the return instructions and return address
Do not send products back without prior approval, as they may not be accepted or processed.
6) Return Shipping Costs
- If the return is due to our error (e.g., faulty or incorrect item), we will cover all reasonable return shipping costs or issue a prepaid label.
- For all other approved returns, you will be responsible for return shipping costs.
- We recommend using a tracked and insured delivery service. Items lost or damaged in transit are your responsibility until received.
7) Refunds
If your return is approved and the item passes inspection:
- A refund will be issued to the original payment method
- Refunds may take 3–7 business days to appear, depending on your bank or payment provider
We do not offer refunds to gift cards, third-party platforms (e.g., Afterpay), or store credit unless previously agreed.
8) Replacements and Exchanges
We do not offer automatic product exchanges. If you wish to receive a different item:
- Follow the return process for the original item (if eligible)
- Place a new order for your preferred product separately
If you're unsure about availability or fit, please contact us before placing your order.
9) Consumer Guarantees Under Australian Law
Your rights under the Australian Consumer Law are protected. You may be entitled to a remedy if:
- A product has a major fault (unsafe, significantly different, not fit for purpose)
- A product has a minor fault, in which case we may offer a repair, replacement, or refund
Nothing in this policy limits your rights under the ACL. If you believe a product is not of acceptable quality, contact us and we will address it promptly.
10) Return Misuse and Fraud Prevention
We reserve the right to deny returns or refunds in cases where we reasonably suspect misuse of the returns process, including but not limited to:
- Repeated return abuse
- False or misleading claims
- Unauthorised alterations to products
- Attempted returns of items not purchased from Emaree
Such decisions will be made with care, and only where we have reasonable grounds.
11) Contact and Support
We are here to help with any concerns about your order or our Returns Policy. For all return-related enquiries, contact returns@studioemaree.com. Our ABN is 45 542 605 284 and our mailing address is provided upon request or at checkout. For more contact options, visit our contact page.