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Yes — within 24 hours of placing
your order, free of charge. Simply email us at hello@houseofemra.com as soon as possible.

After the 24-hour window but before
your order is shipped: we may, at our discretion, still cancel your order. In that case we will issue a store credit for the full order value (minus any shipping or
handling costs we've already incurred). Cash refunds are not available for
discretionary cancellations because production has already started.

After your order has been shipped: it can no longer be cancelled.
Please see "What if I refuse my order?" below.

Yes. Our website uses SSL encryption
to secure every payment, and we never store your card details on our servers.
Payments are processed by trusted, PCI-compliant providers.

We currently ship
worldwide. Shipping availability and rates vary depending on your location, and
any applicable shipping fees are displayed during checkout before you pay

Possibly, yes. For orders shipped outside
Switzerland (EU, UK, USA, Canada, Australia, and the rest of the world), any
customs duties, import taxes, or additional fees charged by your country are not
included in our prices. These are the responsibility of the customer.

You can estimate potential charges
before ordering using a tool like simplyduty.com.

As a young, sustainability-focused
brand, all our products are made to order to minimise waste. This means
there's a production step before your order ships.

We ship orders once per month, usually at the end of the month.

Standard delivery
within the EU typically takes 5-10 business days from the date of dispatch.
You'll find your estimated delivery date in your order confirmation email.

The shipping date is always included in your order confirmation.

Because every piece is custom-made
to your specifications (size, colour, variant), we do not accept returns,
exchanges, or refunds for change of mind — including sizing preferences
after receipt, colour changes, or unwanted gifts.

The only exception is damaged or
defective items. If your item arrives damaged, please contact us within 7
days (see next question).

This policy is in line with Article
16(c) of EU Directive 2011/83/EU, which excludes made-to-order and personalised
goods from the standard right of withdrawal, and with Swiss contract law.

Yes. If we accept your claim for a
damaged or defective item, we cover the return shipping costs in full. Please
follow the return instructions we send you carefully so everything goes
smoothly.

Every House of Emra piece is
individually crafted for the customer who ordered it. Once production has
started or once an order is placed and materials are reserved we cannot resell
the item to someone else, so a cash refund would mean a full loss for a small,
independent brand. Store credit lets us honour your order value while still
keeping the business sustainable for the long term. Thank you for
understanding.

We understand that life gets busy. If no one is
available to receive the parcel, or if it isn't collected from the designated
pickup location within the carrier's holding period, it will be returned to us.

In that case:

You will be responsible for the cost of reshipping
your order.

We'll personally reach out to arrange a new delivery,
and the new shipping fee needs to be settled before we can send your package
again.

If you'd rather not receive the item, the store
credit policy above applies.

If your item arrives damaged or
defective, please follow these steps within 7 days of delivery:

• 
  Email
  our team at hello@houseofemra.com.
•    
  Include
  clear photos of the damaged product and the packaging.
•        
  Add
  a short description of the issue.

Once we've reviewed your case, we
will either replace the item at no cost to you or issue a store
credit of equivalent value — whichever suits the situation best.

When we issue a store credit (for
example, for a discretionary cancellation, a damaged item, or a refused
delivery), it works like this:

• Valid
  for 24 months from the date it's issued.
• Equal
  to the eligible value (product value, minus any costs already incurred, as
  explained in the relevant case).
• Personal
  to you — it can't be transferred to another person.
• Cannot be exchanged for cash — store credit is redeemed against future
  purchases on houseofemra.com.
• Unused
  store credit expires automatically at the end of the 24-month period.

If you refuse a delivered parcel,
don't collect it from the carrier, or provide an incorrect address that causes
the package to be returned to us:

The
initial shipping fees are non-refundable.

You are
responsible for the return shipping costs, plus a CHF 15 handling fee.

If you
still want the item, we'll re-ship it once the new shipping fee is paid.

If you
no longer want the item, we will issue a store credit for the product value,
minus the costs listed above. Cash refunds are not available in this case.

Because every piece is handmade,
small variations in colour, texture, and finish are part of what makes your
item unique. Screens and lighting also affect how colours look online. Minor
differences between product photos and the delivered item are normal and are
not considered defects.