Terms & Conditions

1. General

Welcome to HOUSE OF EMRA.

These Terms and Conditions (“Terms”) apply to the use of houseofemra.com (“Website”) and to all orders placed through the Website.

By accessing the Website or placing an order, the customer (“Customer”) agrees to these Terms.

2. Offer and Conclusion of Contract

The presentation of products on the Website does not constitute a legally binding offer. It constitutes an invitation to the Customer to submit an order.

By clicking the final order button, the Customer submits a binding order for the products contained in the shopping cart.

A purchase contract is concluded when HOUSE OF EMRA GMBH:

• sends an order confirmation by email;
• confirms that production has started; or
• dispatches the ordered products,

whichever occurs first.

HOUSE OF EMRA GMBH reserves the right to reject or cancel an order for legitimate reasons, including suspected fraud, incorrect pricing, technical errors, payment problems or product unavailability. Any payment already received for a cancelled order will be refunded.

3. Made-to-Order Production

HOUSE OF EMRA products are generally produced individually after an order has been placed, based on the Customer’s selected specifications, including size, colour, style and product variant.

Unless expressly stated otherwise, HOUSE OF EMRA does not maintain conventional finished-product stock.

Production preparations may begin shortly after the order is placed. Once production or the sourcing of materials for the individual order has begun, changes or cancellations may no longer be possible.

Estimated production periods are displayed on the Website, during checkout or in the order confirmation. Production periods are estimates and may be affected by order volume, material availability, production capacity or circumstances beyond our reasonable control.

The Customer acknowledges that made-to-order products may be subject to legal exceptions from statutory withdrawal or cancellation rights. Mandatory consumer rights remain unaffected.

4. Product Information

HOUSE OF EMRA makes reasonable efforts to display product descriptions, colours, measurements and images as accurately as possible.

However, minor differences may occur due to:

• screen and display settings;
• lighting conditions;
• photographic presentation;
• different production batches;
• the characteristics of fabrics and materials; or
• the handmade or individually produced nature of the products.

Such minor differences do not automatically constitute a defect.

Customers are responsible for reviewing the product description and size information before placing an order.

5. Prices, Shipping Costs and Taxes

All prices are displayed in the currency shown on the Website.

Swiss value-added tax is included where legally applicable. Shipping costs are charged separately unless expressly stated otherwise. The applicable shipping costs are shown before the order is submitted.

For deliveries outside Switzerland, customs duties, import VAT, handling charges, brokerage fees or other charges may be imposed by the destination country.

Unless expressly offered as duties-paid shipping during checkout, such charges are not included in the product price or shipping price and must be paid by the Customer.

HOUSE OF EMRA GMBH has no control over charges imposed by foreign customs or tax authorities.

6. Payment

Payment may be made using the payment methods offered during checkout.

HOUSE OF EMRA GMBH may add, remove or restrict payment methods at any time. The Customer is responsible for providing complete and accurate payment information.

The Customer’s payment method may be charged when the order is submitted or accepted.

If payment is rejected, reversed, disputed or otherwise not successfully completed, HOUSE OF EMRA GMBH may suspend production, withhold delivery or cancel the order.

7. Retention of Title

All products remain the property of HOUSE OF EMRA GMBH until the full purchase price, shipping costs and any other amounts due under the order have been paid.

8. Order Changes

Requests to change an order must be submitted immediately to hello@houseofemra.com.

HOUSE OF EMRA GMBH cannot guarantee that an order can be changed after it has been submitted.

Changes may be refused when production preparations, production, personalisation, fulfilment or dispatch have already begun.

Changes requested by the Customer may result in additional costs or a longer production period.

9. Cancellations

9.1 Cancellation within 24 hours

The Customer may request cancellation within 24 hours of placing the order by emailing hello@houseofemra.com.

A cancellation is only confirmed once HOUSE OF EMRA GMBH has accepted it in writing.

If production, personalisation or material preparation has already started during this period, cancellation may no longer be possible where permitted by applicable law.

9.2 Cancellation after 24 hours

After the initial 24-hour period, orders generally cannot be cancelled because production preparations may already have started.

HOUSE OF EMRA GMBH may, at its sole discretion, accept a later cancellation before dispatch.

Where such a voluntary cancellation is accepted, HOUSE OF EMRA GMBH may issue store credit instead of a cash refund and may deduct costs already incurred, provided this is permitted by applicable law.

9.3 Cancellation after dispatch

An order can no longer be cancelled once it has been dispatched.

The provisions concerning returns, refused deliveries and unclaimed parcels apply.

Mandatory statutory cancellation and consumer rights remain unaffected.

10. Returns and Exchanges

HOUSE OF EMRA does not generally accept returns or exchanges based solely on:

• change of mind;
• incorrect size selection by the Customer;
• colour preference;
• style preference;
• an unwanted gift; or
• circumstances unrelated to a defect or incorrect delivery.

This applies in particular to products that are genuinely manufactured according to the Customer’s individual specifications or clearly personalised.

Where a statutory right of withdrawal applies and no legal exception is available, the Customer retains that statutory right.

Nothing in these Terms excludes rights that cannot legally be excluded under the applicable consumer protection laws.

11. EU and EEA Consumers

Under Article 16(c) of Directive 2011/83/EU and the corresponding national laws, the statutory right of withdrawal may be excluded for goods that are made to the consumer’s specifications or are clearly personalised.

This exception applies only where the legal requirements are fulfilled, including where the goods are not prefabricated and are manufactured on the basis of an individual choice or decision by the Customer.

The availability or exclusion of a withdrawal right therefore depends on the specific product and the applicable law.

Mandatory consumer protection rights in the Customer’s country of habitual residence remain unaffected.

HOUSE OF EMRA GMBH is not willing or obliged to participate in dispute-resolution proceedings before a consumer arbitration body unless such participation is required by applicable law.

Complaints may be submitted to hello@houseofemra.com.

12. Damaged, Defective or Incorrect Products

The Customer must inspect the parcel and products promptly after delivery.

If a product arrives damaged, defective or materially different from the product ordered, the Customer should contact HOUSE OF EMRA GMBH within seven days of delivery at hello@houseofemra.com.

The notification should include:

• the order number;
• a clear written description of the issue;
• clear photographs of the product;
• photographs of the packaging where relevant; and
• any other information reasonably required to assess the claim.

The seven-day notification period does not limit mandatory statutory warranty rights.

Where a valid defect or incorrect delivery is confirmed, HOUSE OF EMRA GMBH may, depending on the circumstances and applicable law:

• repair the product;
• replace the product;
• provide an appropriate price reduction;
• issue store credit; or
• refund the relevant amount.

The legally available remedy takes priority where mandatory law grants the Customer a specific remedy.

Normal wear and tear, damage caused by improper use, incorrect washing, failure to follow care instructions, accidents or unauthorised alterations are not considered manufacturing defects.

13. Refused, Unclaimed and Undeliverable Parcels

The Customer is responsible for providing a complete and accurate delivery address.

If a parcel is returned because:

• the Customer refused delivery;
• the Customer failed to collect it;
• the address was incorrect or incomplete;
• access to the delivery location was not possible;
• customs charges were not paid; or
• the carrier was unable to deliver for a reason attributable to the Customer,

the Customer may be responsible for:

• the original shipping costs;
• return shipping costs;
• customs and carrier charges;
• payment-provider charges that cannot be recovered; and
• a handling fee of up to CHF 15.

If the Customer requests another delivery, the parcel will only be resent after the Customer has paid the new shipping costs and any outstanding charges.

Where the Customer no longer wishes to receive a made-to-order product, HOUSE OF EMRA GMBH may issue store credit for the remaining product value after deducting the permitted costs.

Mandatory refund and consumer rights remain unaffected.

14. Delivery

Orders are dispatched according to the production and shipping schedule communicated on the Website or in the order confirmation.

Delivery dates and transit times are estimates unless expressly agreed as binding.

Once a parcel has been handed over to the shipping provider, delivery may be affected by carrier operations, customs processing, local authorities, weather, strikes, peak-season volumes or other circumstances beyond the reasonable control of HOUSE OF EMRA GMBH.

The Customer must ensure that someone can receive the parcel or that the parcel is collected within the carrier’s collection period.

Risk passes in accordance with the applicable mandatory law.

15. Store Credit

Where HOUSE OF EMRA GMBH voluntarily issues store credit, the following conditions apply unless otherwise stated in writing:

• the store credit is valid for 24 months from the issue date;
• it may only be used on houseofemra.com;
• it is personal to the Customer;
• it is non-transferable;
• it cannot be exchanged for cash;
• it cannot be used to purchase additional store credit; and
• any unused balance expires at the end of the validity period.

These restrictions do not apply where a cash refund is required by mandatory law.

16. Intellectual Property and Trademark Rights

All content available on the Website, including but not limited to:

• brand names and trademarks;
• logos;
• product and collection names;
• text, photographs and videos;
• graphics, illustrations and artwork;
• prints and product designs;
• garment designs;
• layouts and packaging elements; and
• Website content,

is owned by HOUSE OF EMRA GMBH, licensed to HOUSE OF EMRA GMBH or otherwise used with legal permission.

Such content may be protected by trademark law, copyright law, design law, unfair-competition law and other intellectual property laws.

Without prior written permission from HOUSE OF EMRA GMBH, no person may reproduce, copy, imitate, modify, distribute, publish, sell, manufacture, commercially exploit or otherwise use protected content.

The use of identical or confusingly similar names, signs, logos, designs, graphics or product presentations is prohibited where such use infringes the rights of HOUSE OF EMRA GMBH.

HOUSE OF EMRA GMBH reserves the right to investigate suspected infringements, preserve evidence and take legal action against infringing parties.

17. Permitted Use of the Website

The Website may only be used for lawful personal or commercial purchasing purposes.

Users must not:

• interfere with the operation or security of the Website;
• attempt to access restricted systems or data;
• introduce malware or harmful code;
• scrape or automatically collect Website content without permission;
• use Website content to develop or sell copied products;
• impersonate HOUSE OF EMRA GMBH; or
• use the Website for fraudulent or unlawful activity.

HOUSE OF EMRA GMBH may restrict or terminate access to the Website where misuse is suspected.

18. Liability

HOUSE OF EMRA GMBH is liable without limitation where liability cannot legally be excluded, including for damage caused intentionally or through gross negligence and for liability arising under mandatory product-liability law.

To the extent permitted by law, liability for slight negligence is limited to foreseeable damage resulting from the breach of an essential contractual obligation.

HOUSE OF EMRA GMBH is not liable for indirect damage, consequential damage, loss of profits, loss of data or third-party services to the extent such liability may legally be excluded.

Nothing in these Terms excludes or limits liability for death or personal injury where such exclusion or limitation is prohibited by law.

19. Force Majeure

HOUSE OF EMRA GMBH is not responsible for delays or failures caused by circumstances beyond its reasonable control, including:

• natural disasters, fires or floods;
• epidemics or pandemics;
• war, terrorism or civil unrest;
• government restrictions;
• strikes and transport interruptions;
• customs delays and carrier disruptions;
• energy or internet outages;
• raw-material shortages; or
• production-partner failures that could not reasonably have been prevented.

Affected deadlines will be extended for the duration of the disruption.

If performance becomes permanently impossible, either party may exercise the rights available under applicable law.

20. Data Protection

HOUSE OF EMRA GMBH processes personal data in accordance with applicable data-protection laws, including the Swiss Federal Act on Data Protection and, where applicable, the General Data Protection Regulation.

Further information is provided in the Privacy Policy available on the Website.

The Privacy Policy forms an integral part of these Terms.

21. External Links

The Website may contain links to third-party websites or services.

HOUSE OF EMRA GMBH does not control third-party websites and is not responsible for their availability, content, security, privacy practices or services.

The inclusion of an external link does not constitute an endorsement of the third party.

22. Amendments to These Terms

HOUSE OF EMRA GMBH may amend these Terms when reasonably necessary, including due to changes in law, business operations, payment methods, production processes or Website functionality.

The version applicable at the time an order is placed governs that order unless mandatory law requires otherwise.

The current version is published on the Website.

23. Severability

If any provision of these Terms is found to be invalid, unlawful or unenforceable, the remaining provisions remain unaffected.

The invalid provision will be replaced, to the extent permitted by law, by a valid provision that most closely reflects its original commercial purpose.

24. Governing Law and Jurisdiction

These Terms and all contracts concluded under them are governed by the substantive laws of Switzerland, excluding:

• the United Nations Convention on Contracts for the International Sale of Goods; and
• Swiss conflict-of-laws rules, to the extent legally permissible.

The courts at the registered office of HOUSE OF EMRA GMBH have jurisdiction, subject to mandatory consumer-jurisdiction provisions.

For consumers, mandatory laws and jurisdiction rights of the Customer’s country of habitual residence remain unaffected where applicable.

Disclaimer

1. Website Information

HOUSE OF EMRA GMBH prepares the content of the Website with reasonable care.

However, no guarantee is given that all information is continuously complete, accurate, current or free from technical errors.

HOUSE OF EMRA GMBH may update, correct or remove Website content at any time.

2. Product Images

Product images are intended to provide an accurate representation of the products.

Minor differences in colour, texture, proportions or appearance may occur because of display settings, lighting, materials and individual production processes.

Such minor variations do not automatically constitute a defect.

3. Availability

Displaying a product on the Website does not guarantee that the product, material, colour or size will remain available.

HOUSE OF EMRA GMBH may withdraw products, modify products or cancel orders where production is no longer reasonably possible.

4. Intellectual Property

All Website materials are protected as described in Section 16 of these Terms.

Unauthorised copying, reproduction, imitation or commercial use is prohibited.

5. Contact