How it all unfolds

1. As soon as it arrives: open it up and have a look

   For almost every order, that's the end of the story and there's nothing else you need to do. Only the two paths below lead anywhere different, so it really helps to know which one you're on before you get in touch.

2. Path one: something completely different showed up

   When we talk about an incorrect item, we mean just that: a totally different item from the one pictured on our website. Say you ordered a dress and opened a pair of shoes, or you picked one product and got another one entirely. That mistake is on us, and we'll put it right.

   What happens next: we create a replacement order using the shipping speed you chose for your original item. You don't need to post anything back, so feel free to hang on to whatever arrived.

3. Path two: it's been 30 days and your order still hasn't come

   If 30 days have gone by since you purchased, your order isn't with you yet, and tracking does not show it as delivered, you're entitled to a free replacement. You won't need photos for this one, since there's nothing to photograph.

   What happens next: we set up a replacement order on whichever shipping speed your original item used. There's just one exception, and we explain it right below.

4. The exception: tracking shows delivered, but you don't have it

   If the carrier's own site (USPS, Canada Post, or whoever happens to be carrying your parcel) lists the shipment as delivered, it falls outside the 30-day replacement. Once a carrier has recorded a delivery, the parcel is in their hands rather than ours.

   Your best first move is to get in touch with your nearest post office and give them your tracking number. Parcels marked as delivered very often turn out to be held at the branch, left with a neighbour, or tucked away somewhere at the address. If they can't account for it, drop us a line at support@emmaplum.com and fill us in on what they said.

5. Everything else: the right item came, but it's not quite for you

   Our product research team puts real time into choosing what we stock, picking pieces that reflect current market demand, what's trending, and what has proven popular. All of that work happens well before anything appears on the site.

   We'd kindly ask for your understanding here. Running a small business comes with significant costs, so we trust our customers to research a purchase thoroughly and make sure the product suits their needs before placing an order.

   We truly hear your disappointment, but by this point operational expenses have already been incurred. All sales are final, and we can't offer refunds.

So, what counts as an incorrect item?

• Yes, this counts and we'll create a replacement: you ordered one product and a categorically different one arrived. Think a dress instead of shoes, or lipstick instead of mascara. What's in the box clearly isn't what's on the product page.
• No, this doesn't count, so there's no replacement: the correct item arrived but it doesn't feel how you expected. Maybe you ordered a weighted piece and feel it isn't weighted, or you went for a size large and feel it's closer to a small.

Why we draw the line here: as a small business, we work hard to make the product information on our site exhaustive. It's meant to give you everything you need to decide whether a piece is right for you, and to hold off on ordering if it isn't what you're after or doesn't meet your needs. When the correct item was sent, we don't create a replacement.

Claiming your replacement

1. Snap some photos of what arrived. We need three, each from a different angle, ideally in daylight if you can manage it. This one thing speeds up your replacement more than anything else, so it's well worth the couple of minutes.
2. Send them over by email. Pop them into an email to support@emmaplum.com along with your order number and the address you used at checkout.
3. We'll create your replacement. It goes out on the same shipping speed you originally paid for. A fresh confirmation email will land in your inbox, then a tracking number as soon as it leaves us.
4. Hang on to the original. Once we've set up your replacement, there's no need to send the incorrect item back.

Good to know: the 30-day replacement skips the photo step completely. All we need is your order number and confirmation that tracking isn't showing your parcel as delivered.

A quick word before you start counting to 30

Most orders that feel late actually aren't. Standard delivery takes 7–20 business days within the US and 10–25 business days internationally, and those days are counted from when your parcel ships, not from when you ordered.

• Business days don't include Saturdays or Sundays.
• It's completely normal for tracking to go quiet within those windows. On some routes, the first scan doesn't happen until delivery.
• The 30 days for a free replacement work differently, though: they're counted from your purchase date rather than the ship date.

You'll find the full breakdown, with every window for both regions, free and expedited, on our shipping policy.