Effective Date: 28/03/2026
1. 14-DAY RETURN POLICY
We offer a 14-day return policy, meaning you have 14 days after receiving your item to request a return.
Return requests must be submitted within 14 days of delivery.
2. ELIGIBILITY FOR RETURNS
To be eligible for a return, your item must:
- Be in the same condition that you received it
- Be unworn and unused
- Have all original tags attached
- Be in its original packaging
- Include proof of purchase (receipt or order confirmation)
3. HOW TO START A RETURN
To initiate a return, contact returns@emnoir.com
Once your request is reviewed and approved, we will provide return instructions and the return address.
IMPORTANT: Returns must be approved before being sent. Items returned without prior approval will not be accepted.
4. RETURN SHIPPING
Customers are responsible for return shipping costs unless the item is faulty or incorrect.
We recommend using a tracked shipping service.
5. DAMAGES & ISSUES
Please inspect your order upon delivery.
If your item is defective, damaged, or incorrect, you must contact returnsContact@emnoir.com within 48 hours of delivery.
We will assess the issue and resolve it promptly.
6. NON-RETURNABLE ITEMS
The following items cannot be returned:
- Personalised or custom-made items
- Hygiene-sensitive goods (e.g. underwear, swimwear if seal removed)
- Perishable goods
- Hazardous materials
- Sale items
- Gift cards
7. PRE-OWNED & PRE-LOVED ITEMS
Please be aware that we do not accept returns for items listed as Pre-Owned on our platform. Each item's description clearly indicates its pre-owned status. We encourage customers to review product details thoroughly before making a purchase.
Preloved items: Preloved items are not eligible for returns or refunds. The EU 14-day consumer rights rule applies only to new, non pre-owned products. Therefore, items that have been previously sold, are preloved, or are offered as defective are exempt from this policy.
8. EXCHANGES
The fastest way to receive a replacement item is to:
1. Return the original item
2. Place a new order once your return is approved
9. EUROPEAN UNION COOLING-OFF PERIOD
If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
Items must meet the return conditions outlined above.
10. INTERNATIONAL RETURNS
For international orders:
- Customers are responsible for return shipping costs
- Customs duties and taxes are non-refundable
- We are not responsible for delays caused by customs processing
- Returned items must still meet all eligibility conditions
- We recommend using a fully tracked and insured shipping service
11. REFUNDS
Once your return is received and inspected:
- You will be notified of approval or rejection
- Returned items must pass inspection before a refund is issued
- If approved, refunds will be issued to your original payment method
- Refunds are processed within 5–10 business days
Please note:
- Original shipping costs are non-refundable unless required by law
- Customs duties and taxes are non-refundable
- Your bank or payment provider may take additional time to process the refund
If more than 15 business days have passed since approval, contact returns@emnoir.com.
11. CONTACT
EMINENCE LUXURY PRODUCTS LTD
Email: returns@emnoir.com
