Return Policy
At EMME nyc, we’re committed to providing you with high-quality candles and home fragrances. We understand that sometimes a return is necessary, and we aim to make the process as smooth as possible. Please review our return policy below to ensure a seamless return experience.
Return Window
You may initiate a return request within 7 days of receiving your order. Returns requested after this period will not be accepted. Please ensure that your return request is submitted within this timeframe to be eligible for a refund or exchange.
Eligibility
To be eligible for a return, the following conditions must be met:
- The item must be in its original condition and packaging.
- The item must be unused and in the same condition that you received it.
- The item must be returned with all original tags and packaging.
How to Initiate a Return
To initiate a return, please follow these steps:
1. Contact our Customer Service team at connect@emmenyc.com within 7 days of receiving your order. Include your order number, the item(s) you wish to return, and a brief explanation for the return.
2. Our team will provide you with a return authorization and instructions on how to proceed. Please do not send your item(s) back before receiving this authorization.
Return Shipping
The cost of return shipping is the responsibility of the customer, unless the return is due to a mistake on our part (e.g., incorrect or damaged items).
Please use a trackable shipping service or purchase shipping insurance for returns valued over $50. We cannot guarantee that we will receive your returned item without tracking.
Refunds and Exchanges
Once we receive and inspect the returned item(s), we will process your refund or exchange. Please allow up to 7 business days for the refund to appear on your original payment method.
If you are requesting an exchange, the replacement item will be shipped once the returned item has been received and inspected.
Non-Returnable Items
- Certain items are non-returnable, including:
- Personalized or custom items.
- Subscription products, please see subscription return policy below
- Items purchased from third-party retailers or marketplaces.
- Sale or discounted items marked as final sale.
Subscription Product Return Policy
Please note that products purchased through our subscription service are offered at a discounted rate compared to one-time purchases. Because of this special pricing, subscription orders are non-refundable and cannot be returned or exchanged.
By subscribing, you agree to these terms, and we encourage you to carefully select your subscription products. If you need assistance or have any questions before subscribing, feel free to contact our support team.
Contact Us
If you have any questions or need assistance with your return, please contact our Customer Service team at connect@emmenyc.com. We’re here to help and ensure that your experience with EMME nyc is as pleasant as possible.
Thank you for shopping with EMME nyc!