policies & returns
Privacy & Security
Our customer’s privacy is very important to us. We promise responsible handling of all sensitive and personal customer information. Any and all information collected on this site will be kept strictly confidential and will not be sold, rented, disclosed or loaned.
All information that you provide will be held with the utmost care. We do not store credit card numbers from online transactions. Any access to our customer database, shipping, order transaction, customer service and billing is password protected and is limited to those employees who need to perform specific functions.
If you have any questions, please feel free to contact us.
Shipping for Domestic Orders
Domestic orders for in-stock products are processed within 2 business days. Shipping via FedEx Ground will take an additional 3-10 days.
Shipping for International Orders
All international orders will be shipped via the most cost effective method. The shipping fee for international orders does not include additional taxes, duties and brokerage fees. An estimate for these additional fees will be emailed to the “Bill To” contact within 2 business days. At that time, the customer can choose to make a payment for the additional fees prior to delivery or upon delivery.
For items shipping outside the Continental US, customers will be responsible for round-trip shipping costs on returns that are not damaged or incorrect.
Receiving your Order
Be sure to inspect all packages for damage before signing for the package. If damage is visible, reject the shipment, be sure the driver notes the damage and contact emma gardner design customer service as soon as possible. We will file a damage claim with the shipper, pick up the damaged item or ship a replacement or replacement parts as soon as possible. If the item(s) sent was incorrect, or defective, please contact emma gardner design customer service by phone or email immediately. Please do not send back these items prior to contacting emma gardner design customer service.
Returns | Exchanges
- PLEASE INSPECT PRODUCT(S) UPON DELIVERY FOR VISIBLE & CONCEALED DAMAGES
- Timing: Please contact us within 7 business days from delivery of damaged
products and 30 days from delivery of non-defective and returnable products.
Failure to do so will result in a denial of your claim or credit.
- Credit: 100% credit will be applied for defective products; a 15% restocking
fee and applicable freight charges will be charged for non-defective returns.
Please note that credit will not be issued for returns damaged during return
shipment due to inadequate packaging.
- Initiating Returns: Request a Return Authorization Number (RA#) for
your return via email to email@example.com. All return requests for damaged
or defective products must be accompanied by photos of the damage or
defect. Return the product(s) as per the instructions. Please be aware
that returns must be received by emma at home within 30 days from RA issue
date or the Return Authorization will be canceled.
- Packaging/Labeling: Clearly mark package and/or return document
with RA#. All products being returned must be in original or equivalent
packing (8 mil plastic tube for rugs; box or 4 mil plastic for pillows, throws
and poufs). Wall art must be returned in complete original packaging.
Lack of proper packing material results in damaged product during return
transit and refusal of credit request.
- Selecting Replacements: Please notify us if a replacement for the returned
product is required. Replacements are only issued upon request, and will
require a new order to be placed.
Damaged Return Policy
Please send all damaged item return requests to firstname.lastname@example.org
Note on the delivery receipt (in the presence of the driver) the type of
damage incurred. If damage is noticed after the driver has left, please
provide the following documents to help initiate the claim process:
- Brief description of the damage
- Picture(s) clearly depicting the damage to the product
- Picture of the packaging (please send picture even if packaging is intact)
Please do not move the product from its original location or ship the
product back to emma at home, as the carrier needs to perform a claim inspection.
It is your responsibility to file a claim for all damaged items, if shipped
using a 3rd party account. emma at home is not responsible for any charges
incurred by you due to 3rd party services used for storage or delivery
of product. Emma At Home will credit, wherever applicable, all freight charges
required for delivery/pick-up to original destination address provided.