Returns – EMEL - Official Webstore

EMEL RETURN / EXCHANGES POLICY 

STEPS TO EXCHANGE / RETURN: Applicable only for full items price.

1) Contact Us

Contact our customer service by emailing hello@emel.my / Whatsapp 012 875 0899 to reserve your exchange piece or let us know your details to refund ( Full Name, Bank, Account Number, Order Number)

2) Pack Item

  • All items must be unworn, unwashed, unaltered and in its original condition with tags attached.
  • Fill in Return / Exchange section of tax invoice (which came with your shipment).
  • Pack items and above mentioned tax invoice into a shipping envelope. 
  • Fill up the courier label and paste on top of the parcel.

3) Post the parcel using any courier service are accepted.

Drop off the parcel at the nearest courier services hub.

You will be notified once your parcel have been received and processed through email or whatsapp.

 

TERMS & CONDITIONS OF RETURN/EXCHANGE

  • All returns must be send back within 7 working days.
  • There will be NO EXCHANGES or REFUND for any sale items example, (Merdeka sale, Pay day Sale, 11.11 Sale, End of season sale) & etc.
  • All refunds will be in the form of store credit only.
  • Items must be in its original condition (tag intact, unworn, unwashed and unaltered). Exchanges for items which do not meet all mentioned conditions will be duly declined. 
  • Returns can only made one time per order number. Meaning that any order made with return credit cannot be returned the consequent time.
  • The Return department will get back to you once a return item is received by us and we will email your credit voucher once the item is received. This normally takes 2-3 working days .
  • All returns which do not meet the above-mentioned criteria will be strictly declined and forfeited. 
  • Any courier service are accepted. Strictly no walk-ins for returns
  • If the item does not fit, you can always email us to exchange the item to another size, subject to our stock availability. If you have any other enquiries or feedback, please do not hesitate to email us at hello@emel.my .
  • Our working hours are weekdays from 10am to 6pm. Emails sent outside these hours will be replied in the morning of the next working day. Rest assured any enquiries will be answered.
  • Customers can exchange if any damaged/wrong/faulty items (apart from sale items) within 7 days of receipt date for an exchange of that item. Any delay will not be entertained and item(s) will be returned back to the customers. There will be no refund once the customer has made a payment.
  • We take great measures to ensure our product quality but sometimes things go wrong during delivery. Please help us take a photo of your item (the part that is faulty) and include a short description along with your order ID and email hello@emel.my We will exchange your item for a new one and we will bear all delivery cost to return the faulty product to us (in the form of credit voucher) and resend the new product to you. In the event your faulty item is out of stock, we will reimburse you monetary refund or replace with another code which has same value of total faulty/damage items received.
  • EMEL will only accept items in their original condition. EMEL will not be responsible for returns that do not reach us and hence, we recommend you insure your parcel for its appropriate value.We will then ship the correct/non-defect item back to you at no additional cost. We will be responsible for the returning shipping fee and the shipping fee from you to EMEL .

 

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