Refund & Return Policy
At Catherine & Emily, we are committed to providing a fair, respectful and solution-oriented customer experience.
We always aim to find a practical solution whenever an issue occurs.
By placing an order with us, you agree to the policy below.
1. 30-Day Return Period
You may request a return within 30 days of receiving your order.
To begin a return, please contact our customer support team before sending the product back.
2. Our Approach to Returns
Before initiating a full return, our customer support team may offer an alternative solution such as:
- A replacement
- Store credit
- A partial refund while you keep the product
- Another mutually agreed solution
These alternatives can provide a faster resolution and avoid unnecessary international return shipping.
3. Partial Refund – Keep the Item
Depending on the circumstances, we may offer a partial refund while you keep the item.
The amount offered depends on the specific situation and will be communicated by our customer support team.
Accepting a partial refund is optional. If you do not accept the proposed solution, you may request a return in accordance with this policy.
4. Full Return for Refund
If another proposed solution is not accepted, eligible products may be returned for a refund.
Return conditions:
- The return must be requested within 30 days of delivery.
- The item must be unused, unworn and in its original condition.
- The product should be returned with its original packaging where reasonably possible.
- Return shipping costs are the responsibility of the customer unless otherwise agreed by us.
- Returns may need to be sent to one of our international fulfillment facilities, including facilities located in Asia.
Please do not return an item before receiving return instructions from our customer support team.
5. Return Tracking
Customers are strongly advised to use a trackable shipping method when returning an item.
Please provide us with the return tracking number and a clear photograph or copy of the shipping receipt or label.
We cannot guarantee reimbursement for returned packages that cannot be verified as delivered to the return location.
6. Damaged, Defective or Incorrect Products
If you receive a damaged, defective or incorrect product, please contact us as soon as reasonably possible.
Please provide clear photographs or other information that allows us to review the issue.
Depending on the circumstances, we may offer:
- A free replacement
- A refund
- A partial refund
- Another appropriate solution
7. Wrong Size or Color
If you receive a size or color different from what you ordered, please contact us and provide clear photographs of the product received.
If the incorrect item was sent by us, we may provide a replacement or refund after review.
If the correct size or color was delivered but does not fit or is no longer wanted, our standard return conditions apply.
8. Lost Packages
If tracking information indicates that your order may have been lost in transit, please contact our customer support team.
After reviewing the shipment with the relevant carrier, we may provide a replacement or refund when appropriate.
9. Non-Returnable Items
Certain products may not be eligible for return for hygiene, health or safety reasons.
- Personal or intimate goods
- Perishable goods
- Hazardous materials
- Flammable liquids or gases
- Products specifically marked as non-returnable
10. Refund Processing
Once a returned product has been received and inspected, we will notify you regarding the status of your refund.
If approved, the refund will be issued to the original payment method.
Your bank or payment provider may require additional time before the refund appears on your account.
11. Promotional and Sale Items
Products purchased during promotions or sales remain subject to the return conditions described in this policy unless clearly stated otherwise on the relevant product page.
12. Order Cancellations
We begin processing orders shortly after they are placed.
If you wish to cancel an order, please contact us within 15 minutes of purchase.
After processing has started, we cannot guarantee cancellation.
If an order has already been shipped, the normal return procedure applies.
13. Policy Agreement
By purchasing from Catherine & Emily, you acknowledge and agree to this Refund & Return Policy.
14. Contact
If you have questions about a return, refund or replacement, please contact our customer support team.