Return Policy

If for any reason you are not completely satisfied with the order you have received, we kindly ask you to contact us. At www.EmmaCharlotteBoutique.nl we strive to ensure that our customers are 100% satisfied with the products they have purchased from our suppliers. If you are not satisfied for any reason, please do not hesitate to contact us so that our team can assist you immediately.

How can you return (part of) your order?

If you decide to return the products to us within the 30-day cooling-off period, we will refund the full order amount within five business days after receiving the returned product. However, please note that the cost of return shipping cannot be reimbursed.

Please follow the steps below to return your product(s):

Please send an email to info@emmacharlotteboutique.com

stating that you wish to return your order, or part of it.

Wait for a response from our customer service team to confirm whether we can accept your return.

If your return is accepted, we kindly ask you to package the product carefully and securely, preferably in its original packaging.

Send the parcel to the return address provided by our customer service team.

Provide our customer service team with the Track & Trace number.

Once the parcel has been received and inspected, we will refund the amount for the returned products via the original payment method.

Unfortunately, the following products cannot be returned:

Sealed products where the seal has been broken.

Products made to the consumer’s specifications.

Products of a personal nature.

Products that cannot be returned due to their nature.

Due to COVID-19 hygiene measures, products in the "Beauty", "Kids & Baby" and "Sport" categories cannot be returned.

Return Address:

The return address we use is provided by our supplier. Returns must be sent to:

SUPPLIER ADDRESS / YOUR OWN ADDRESS

Cancellation of Placed Orders

Unfortunately, it is not possible to cancel your order. Our orders are processed immediately within the system, making cancellation no longer possible.

Products Damaged on Arrival

We are sorry to hear that. It is possible that your product was damaged during transit. If you have received a damaged or incorrect product, please contact us within 30 days of receipt. After this period, unfortunately, the option to return the item will expire.

To resolve the issue as quickly as possible, please send us an email with a photo clearly showing the damaged part of the item. The most useful photos show the damaged area on a flat surface, with both the label and the damage clearly visible. We use this information to assist you with your order and to help prevent similar issues in the future.

For damaged products, we offer a one-time replacement package and unfortunately cannot provide a refund. If the replacement product also arrives damaged, we will refund the full purchase amount.

For questions regarding products damaged on arrival, please contact us at info@emmacharlotteboutique.com

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Manufacturing Defects or Faults After Use

We are sorry to hear that. It is possible for a manufacturing defect to appear over time, resulting in a fault. In other words, the item is broken and no longer meets the standards set by the manufacturer. Please note that wear-and-tear parts are excluded from manufacturing defects or faults. Wear-and-tear parts include, but are not limited to:

Drive belts

Batteries

Brake pads and brake discs, brake linings, brake drums

Chains, lights, sprockets, tyres and inner tubes

Moving parts in the broadest sense of the term

For questions regarding manufacturing defects or faults after use, please contact us at info@emmacharlotteboutique.com

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Incorrect Products Delivered

We make every effort to process all orders correctly. Nevertheless, mistakes can occasionally occur and an incorrect product may be sent. Of course, we will resolve this issue for you and send the correct order free of charge.

For questions regarding the delivery of incorrect products, please contact us at info@emmacharlotteboutique.com

Delivery in Your Absence or to a Post Office

If a parcel is delivered to your address or left at a post office, the associated costs are covered by www.EmmaCharlotteBoutique.nl. If the parcel is not accepted or collected from the post office, it will automatically be returned to the supplier. In that case, we reserve the right to deduct 100% of the order value from any refund amount.

Product Damaged?

We are sorry to hear that. We apologise that your product was damaged during transit. We are happy to send you a replacement package free of charge the first time, but unfortunately we cannot provide a refund. If the replacement product also arrives damaged, we will refund the full purchase amount.

Lost Parcel?

If a parcel is lost or not delivered for logistical reasons, we will always send a replacement parcel first before applying our refund and return policy.

Import Duties

In certain cases, customs may inspect your parcel upon delivery. Unfortunately, we have no control over legislative changes that have applied since 1 July 2021. In some situations, customs may charge a small amount in import duties. However, we would like to reassure you that in 99% of cases these charges do not apply. Should customs charges be incurred, please contact us.