Returns and Refunds Policy

Last updated: 4 August 2026

We want you to be delighted with your emaé design artwork. If something is not right with your order, please contact us at customerservice@emae.design and we will do our best to resolve it promptly.

This policy applies to purchases made directly through the emaé design website.

Change-of-mind returns

For standard, non-personalised products purchased online, you may tell us that you wish to cancel your order within 14 days of receiving it.

After notifying us, you must return the product within a further 14 days.

To request a return, email customerservice@emae.design with:

• Your name

• Your order number

• The product you wish to return

• The reason for the return, if you would like to provide one

Please contact us before sending anything back. Returns sent without first contacting us may take longer to identify and process.

To qualify for a change-of-mind return, the product must be returned in its original condition, without damage, marks, alterations or signs of use. It should be securely repackaged to prevent damage in transit.

You may inspect the product as you would in a physical shop, but we may make a reasonable deduction from the refund if handling beyond this has reduced its value.

Return address

Once your return has been approved, send it to:

emaé design Returns
19 Hannah Crescent
Ipswich
Suffolk
IP3 9WL
United Kingdom

Please do not send returns to one of our printing or fulfilment partners.

We strongly recommend using a tracked postal service and retaining proof of postage. You remain responsible for the returned product until it reaches us.

Return postage

For change-of-mind returns, you are responsible for the cost of returning the product to us.

If a product is faulty, damaged, incorrect or not as described, please contact us before returning it. Where a return is required, we will provide appropriate instructions and cover reasonable return costs in accordance with your legal rights.

Personalised and custom-made products

The right to cancel for a change of mind does not normally apply to products made to your specifications or clearly personalised for you.

This may include artwork containing a customer-supplied name, date, location, wording, photograph or other personalised information.

Personalised products remain eligible for an appropriate remedy if they arrive faulty, damaged, incorrectly produced or materially different from what was ordered.

Selecting a standard size, paper or framing option from our normal catalogue does not, by itself, remove any cancellation right that applies under consumer law.

Damaged, defective or incorrect orders

Every emaé design product is produced individually and securely packaged. Occasionally, however, damage or a production error may occur.

If your order arrives damaged, defective, incorrectly produced or materially different from what you ordered, contact customerservice@emae.design as soon as reasonably possible. Contacting us within 30 days of delivery will normally allow us to investigate the issue most efficiently.

Please provide:

• Your order number

• A description of the problem

• Clear photographs of the complete product

• Close-up photographs showing the damage or defect

• Photographs of the outer packaging and any internal protective packaging

• A photograph of the shipping label where relevant

Please retain the product and its packaging until we confirm that they are no longer required.

Once the issue has been reviewed, we may offer an appropriate replacement, refund, repair or other remedy. Nothing in this policy limits your statutory rights concerning faulty, damaged, misdescribed or incorrectly supplied goods.

Print colour and appearance

Screens display colours differently, and factors such as monitor settings, brightness and ambient lighting can affect how an image appears online. Small differences between the on-screen preview and the physical print are therefore possible.

Minor variations within normal professional printing tolerances are not necessarily defects. However, if you believe there has been a significant printing error, please contact us with photographs so that we can investigate.

Lifestyle photographs and room mockups are illustrative. Always check the stated product measurements before ordering.

Cancellations and order changes

Our products are produced to order, and production can begin very shortly after an order is placed.

If you need to change or cancel an order, contact customerservice@emae.design immediately. We will make reasonable efforts to help, but we cannot guarantee that an order can be changed or stopped once production has started.

Cancelling an order only through your account or payment provider may not stop production. Please contact us directly.

This section does not affect any cancellation or return rights that apply to eligible, non-personalised products after delivery.

Lost orders

If your order has not arrived by the estimated delivery date, first check:

• The delivery address in your order confirmation

• Any tracking information provided

• Whether the carrier left the parcel in a safe place

• Whether a neighbour or building reception accepted it

• Whether it is awaiting collection at a local delivery office or collection point

If the parcel still cannot be located, contact customerservice@emae.design

We will investigate with the carrier and fulfilment partner. Where an order is confirmed as lost in transit, we will arrange an appropriate replacement or refund.

Please report suspected lost orders promptly and, where possible, within 30 days of the estimated delivery date.

Incorrect addresses, rejected deliveries and unclaimed parcels

You are responsible for checking that the delivery address is complete and accurate before submitting your order.

If you notice an error, contact us immediately. We will try to amend the address, but this may not be possible after production or dispatch has begun.

Where legally permitted, additional production or delivery costs resulting from an incorrect or incomplete address supplied by the customer, a rejected delivery or failure to collect a parcel may be charged to the customer.

If an address error was caused by emaé design, we will arrange an appropriate remedy at no additional cost.

Exchanges

We do not currently offer direct exchanges.

If an eligible standard product is unsuitable, you may request a return in accordance with this policy and place a separate order for the preferred product.

Faulty, damaged or incorrect products will be handled under the relevant section above.

Refunds

When a return is required, we may wait until we receive the product back or receive satisfactory evidence that it has been sent before issuing the refund.

Eligible refunds will be made to the original payment method.

For an eligible cancellation of the complete order, we will refund:

• The price paid for the returned products

• The original standard delivery charge, where required by law

If you selected an enhanced or express delivery method, we are not required to refund the additional amount above the least expensive standard delivery option offered.

We aim to issue approved refunds promptly and, where the statutory cancellation right applies, no later than 14 days after receiving the returned products or satisfactory evidence that they were sent back.

Banks and payment providers may take additional time to display the refund in your account.

Sale products

Products purchased in a sale have the same statutory rights as full-price products.

A reduced price does not affect your rights where a product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract.

Gifts

Refunds are normally issued to the original payment method used for the order. If an item was purchased as a gift, the original purchaser may need to contact us.

International customers

If you purchase from outside the United Kingdom, mandatory consumer-protection laws in your country or region may also apply.

Nothing in this policy is intended to exclude, restrict or replace rights that cannot legally be excluded or restricted.

Contact us

For all return, refund, damage or delivery enquiries, contact:

Email: customerservice@emae.design

Return address:

emaé design Returns
19 Hannah Crescent
Ipswich
Suffolk
IP3 9WL
United Kingdom.