Policies
Returns & Exchanges
What protects your Emily Loran purchase? A clear 7-day window to return or exchange any unused item, counted from your delivery date. If something is not right, we will make it right. Here is how it works, in plain language.
The 7-Day Window
You may request a return or exchange within 7 days of delivery. To qualify, the item must be:
- Unused and in its original condition.
- Complete with tags attached.
- Returned with its dust bag, and its gift box intact where included (premium-tier bags priced above ₱5,000).
- Accompanied by proof of purchase (your order number works).
Change-of-mind returns are welcome under the same unused condition. For change-of-mind returns, the delivery fee is shouldered by the customer. Original shipping fees are non-refundable.
How to Start a Return or Exchange
- Message us with your order number and whether you prefer a return or an exchange.
- Attach a clear photo of the item, showing it is unused with tags attached.
- Wait for our reply. We respond with simple instructions within 1 to 2 business days.
Once we receive and inspect the item, we process your refund or exchange promptly. Items sent back without contacting us first may not be accepted.
Refunds
Approved refunds go back to your original payment method:
- GCash or Maya: refunded to the same wallet, typically within 3 to 5 business days after approval.
- Debit or credit card: refunded through your card issuer, typically within 5 to 10 business days after approval, depending on your bank.
- COD orders: refunded via GCash, Maya, or bank transfer, within 3 to 5 business days after approval.
- BNPL orders: refunded through the BNPL provider on its own schedule; we confirm the reversal with you.
We process approved refunds within 1 to 2 business days of passing inspection. The timelines above reflect how quickly each payment channel releases the funds.
Exchanges
Exchanges follow the same 7-day, unused-condition process. You may exchange for a different color or style. If the new item costs more, we settle the difference before it ships. If it costs less, we refund the difference to your original payment method. Exchange stock is confirmed with you before anything moves.
Damaged or Incorrect Items
Inspect your order the day it arrives. If your bag arrives damaged, defective, or simply not what you ordered:
- Message us within 7 days of delivery with your order number.
- Attach 2 to 3 clear photos showing the issue, plus a photo of the item with its tags.
- We review within 2 to 3 business days and arrange a replacement or a full refund, at your choice.
For damaged or incorrect items, we shoulder all shipping costs, both ways. You should never pay for our mistake.
Exclusions
We cannot accept returns or exchanges for:
- Items that have been used, stained, or altered.
- Items with tags removed, or missing their dust bag or gift box where one was included.
- Requests made after the 7-day window has closed.
When in doubt, message us first. We would rather answer early than disappoint later.
Frequently Asked Questions
Can I return a bag if I change my mind?
Yes, within 7 days of delivery. The bag must be unused, with tags attached, and complete with its dust bag and gift box where included. Delivery fees for change-of-mind returns are shouldered by the customer.
Can I exchange for a different color instead?
Yes. Exchanges follow the same 7-day, unused-condition process. Tell us your preferred color when you message us, and we will confirm availability before arranging the swap.
How long does a refund take?
We process approved refunds within 1 to 2 business days after inspection. Wallets and bank transfers usually reflect within 3 to 5 business days; cards take 5 to 10, depending on your bank.
What if my bag arrives damaged?
Message us within 7 days of delivery with your order number and clear photos. We will arrange a replacement or full refund, your choice, with all shipping costs on us.
Do I need the original packaging to return?
Yes. The dust bag is required for every return, and the signature gift box is required where one was included with your order. Keep everything until you are sure the bag is staying.
Questions we did not answer here? Visit our FAQ page or message us. We answer personally.