Återbetalningspolicy

Exchange and Return Policy

If you have received a product and it is not as expected, you can request an exchange or return for a refund within (7) calendar days. To do so, the order must be in its original packaging, with no signs of use and with all items and accessories received. To request an exchange, simply send an email to contact@emyandstefan.com informing your order number and attaching images of the product that demonstrate that it has not been used.

Exchange Policy
If you have received a product that is different from the one purchased on our website or without any accessories, please contact us via our email: contact@emyandstefan.com
This request must be made within a maximum period of (7) calendar days after receiving the product.

To prove the error, we ask that you send photos and a video of the product received, as well as the order number. We will analyze the photos and, if the error is proven, we will begin the exchange procedure at no additional cost to the customer. In case of an error in the size, it is important to take a photo measuring the stretched hair. It is important to remember that hair is measured stretched.

Defect in the product received
In case of defects, please contact us within (7) days from the date of purchase describing the problems presented.

If the defect is confirmed, we will send a new product and provide a reverse postage code so that you can return the defective product to us.

If there is no more product similar to the defective one in stock, the customer can choose between receiving a discount voucher or a refund of the value of the product.

It is also possible, upon consultation, to exchange the products even if there is no defect. In these cases, the first exchange, the shipping is at the buyer's expense. When sending the return, it is mandatory to declare the value and insurance. If it is lost and the buyer has not declared the insurance, it is at their own risk.

As soon as the product arrives, we will check it; it must not have been used and must be in its original packaging.

Important: some products are not industrialized and therefore are subject to variations that do not constitute a defect. Always read the product description carefully and, if you have any questions, contact us.

Exchange and Return Conditions
For an exchange or return to be made, the product must meet the following requirements:

no signs of use, no signs of wear, no signs that the product has been handled or discolored;

preserve the internal packaging and original labels applied to the product;

follow exactly what is described in its warranty terms;

respect the following deadlines: (7) calendar days in case of defects or (7) calendar days in cases of error in the order or regret of purchase, counted from the date of receipt of the merchandise.

To exchange a product, contact us via email at contact@emyandstefan.com attaching the appropriate evidence and we will get back to you with exchange instructions within (7) business days.

Ways to Refund Amounts
Check out the options available for refunding amounts below:

Partial or full refund – payment by credit card

After receiving the product at our Distribution Center and approving the return based on analysis of the items, the Emy & Stefan store sends the refund request to the credit card administrator within (4) business days; the administrator has the deadline to process the request in accordance with the policy of each credit card administrator.

Exclusively for credit card payments, the partial or full refund procedure for the amount paid for your order will follow the rules of the card administrator, and may take (1) to (2) months for the amount to be returned, depending on the due date of your invoice.

Partial or full refund – payment by bank transfer.
After receiving the product at our warehouse and approving the return after analyzing the items, Emy & Stefan store will refund the amount within 2 business days, to the same account from which the payment was initially made. Under no circumstances will the refund be to an account other than the original account.

In all cases, it is always best to contact us, as we are always available to help resolve various demands amicably.

For this, we have the following service channels:

E-mail: contact@emyandstefan.com

Phone +46 (0)735267648 / +33 (0)652176456