Refunds and Returns Policy

Last update: 14/10/2024

Thank you for purchasing from www.emiliecruz.com. We hope you are completely satisfied with your items. However, if you need to return a non-customized product, or if you encounter a problem, we invite you to carefully read our policy below.

1. General Policy for Standard Items

You have 14 days from receipt of your order to return a standard (non-customized) item. Returns are only accepted if the items are in their original condition, unworn, unwashed and in their original packaging. Return shipping costs are at the customer's expense.

To initiate a return, please contact us at boutique@emiliecruz.com. Once your return has been approved, you will receive instructions on how to return your item.

2. Customized items : No returns or refunds

Personalized items (such as clothing with a logo or any other specific personalization requested by the customer) cannot be returned or refunded under any circumstances, in accordance with article L121-21-8 of the French Consumer Code.

3. Input errors in Customization or Size

Please note that no returns or exchanges will be accepted in the event of a personalization error or incorrect size selection at the time of ordering. We encourage you to check all information carefully before confirming your purchase.

4. Defective or non-conforming products

If you receive a defective item or one that does not conform to your order (excluding personalization), you have 14 days to contact us and request an exchange or refund. We will ask you for proof (photos) of the defect in order to process your request. The cost of returning a defective product will be borne by www.emiliecruz.com.

5. Refund Processing Time

Once your return has been received and inspected, we will send you an e-mail to inform you whether or not your refund has been approved. If your request is approved, your refund will be processed within 10 working days and will be made via the original method of payment.

6. Contact

For any questions or complaints, the customer can contact customer service at the following address:

Emilie Cruz
146 rue narvik, 74490 Saint-jeoire, France
boutique@emiliecruz.com
+33 (0) 6 18 18 33 20