Thank you for shopping at Emew.

If, for any reason, you are not completely satisfied with your purchase, we invite you to review our policy on refunds and returns.

The following terms are applicable for any products that you purchased with us.

Interpretation and Definitions

INTERPRETATION

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

DEFINITIONS

For the purposes of this Return and Refund Policy:

• Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to Emew.

• Goods refer to the items offered for sale on the Service.

• Orders mean a request by You to purchase Goods from Us.

• Service refers to the Website E–Store.

• Website refers to Emew, accessible from https://www.emew.co.za

• You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

YOUR ORDER CANCELLATION RIGHTS

You are entitled to cancel Your Order within 7 days without giving any reason for doing so.

The deadline for cancelling an Order is 7 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by directing an email to woof@emew.co.za

We will reimburse You no later than 14 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order.

CONDITIONS FOR RETURNS

In order for the Goods to be eligible for a return, please make sure that:

• The Goods were purchased in the last 7 days
• The Goods are in the original packaging

The following Goods cannot be returned:

• The supply of Goods made to Your specifications or clearly personalized.
• The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
• The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
• The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.

Only regular priced Goods may be refunded. Unfortunately, Goods on sale cannot be refunded. This exclusion may not apply to You if it is not permitted by applicable law.

RETURNING GOODS

You are responsible for the cost and risk of returning the Goods to Us. If you wish to return the goods to us, we'll furnish you with the delivery address in writing.

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.

GIFTS

If the Goods were marked as a gift when purchased and then shipped directly to you, You’ll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to You.

If the Goods weren’t marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to You later, We will send the refund to the gift giver.

CONTACT US

If you have any questions about our Returns and Refunds Policy, please contact us by sending an email to woof@emew.co.za

PAYMENTS

We currently accept payments throughout South Africa and Namibia via all major Credit and Debit cards. Payments are processed securely through the Yoco Online Payment Portal. Please note that your payment is encrypted by the Yoco Portal and none of your account / payment information is shared with us.

For any orders outside of this specified region please contact woof@emew.com for a detailed shipping quote.

MADE-TO-ORDER

At Emew, we prioritize quality and sustainability. All our items are made to order to minimize waste and ensure exceptional craftsmanship. Please allow 7-10 working days for your order to be created. Due to the bespoke nature of our designs, there mights be slight variations from what is seen online.

PACKAGING

We are committed to mindful and sustainable packaging practices. It is for this reason that your Emew will have minimal packaging - just enough to ensure that it arrives safely at its forever home. We encourage recycling and composting of the packaging materials. 

Cape Town orders that are collected at the Emew Studio, will not include packaging. If packaging is required, please include the specification at the ‘Notes’ section at check-out. Please take note, that all packaging is clear and we do not offer gift wrapping at this point in time. 

DELIVERY LEAD TIMES

• Domestic: Domestic deliveries will be dispatched via The Courier Guy and typically arrive within 1-2 workdays. You will receive tracking information via email.
• International: International parcels will be dispatched with DHL. International customers are responsible for any customs fees, duties, tariffs, or taxes imposed by their country. Please anticipate potential delays and contact your local customs office or postal service for further information.

LOST OR MISSING DELIVERIES

Once your package is shipped, you will receive a tracking number. For any issues with delivery or if a package goes missing, please contact the delivery service directly. While we are happy to assist, Emew is not liable for lost or stolen packages after they leave our studio.

At Emew, we're dedicated to sustainability and ensuring client satisfaction.In the odd case that your Emew has lost some of its cozy, we will happily add some more stuffing to your Emew. Or if you find that some of the stitching has gone astray, we would be happy to repair it. 

This Emew promise extends for the first 3 years of owning your Emew bed. It's our way of building a trusted bond with you. Please note, our guarantee may not cover items that have been subjected to undue stress or intentional damage.

Here's how to address any potential issues:

1. Let us know: Drop us an email at woof@emew.co.za within a week of noticing the issue. Tell us how we can help restore your Emew to its former glory. Photos or any additional details you can provide are always appreciated.
2. Evaluation: Our dedicated team will carefully assess the concern and provide you with feedback on the next steps. During this time, it might be beneficial to temporarily relocate your Emew from its usual spot to prevent further damage.
3. Next steps: Depending on the severity of the issue, Emew will promptly respond with guidance on what comes next or arrange for a courier to collect the item for evaluation.
4. Like brand new again: Once your Emew bed has been expertly repaired, we'll notify you of its expected return date. When it's back home, you're all set to continue creating cherished memories and enjoying cozy moments together.
5. What to do during this process: Take satisfaction in knowing you chose Emew — a design studio that prioritises longevity over disposability.