We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at info@emerlane.com.
If your return is accepted, we'll send you instructions on how and where to send your package. Return postage is arranged and paid for by you. We recommend using a tracked service, as we can only refund returns that reach us. Items sent back to us without first requesting a return will not be accepted. This does not apply to faulty, damaged or incorrect items — see Damages and issues below.
You can always contact us for any return question at info@emerlane.com.
Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item. We will send you a replacement free of charge, and you do not need to return the original item to us. If you would prefer a refund rather than a replacement, let us know and we will refund you in full at no cost to you.
Exceptions / non-returnable items Gift cards cannot be returned. Items that have been worn, washed, altered, or returned without their tags cannot be accepted, as we are unable to resell them.
Please get in touch if you have questions or concerns about your specific item.
Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. If you simply need a different size in the same style, contact us first and we will arrange a direct exchange, subject to availability.
Order cancellations If you change your mind before your order ships, email us at info@emerlane.com as soon as possible and we'll cancel it and refund you in full. Once an order has shipped it can no longer be cancelled, but you can still return it under our 30-day policy.
Your rights under the Australian Consumer Law Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure. Where an item is faulty, we cover the cost of returning it to us.
Refunds We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 7 days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 10 days have passed since we've approved your return, please contact us at info@emerlane.com.
(Last updated: 06/09/2026)
Contact Information
Store name: Emerlane
Company name: Ecom Elevate
Company Address: Houtzagerssingel 130, Den Haag, 2512XJ, Zuid-Holland, The Netherlands
Company nr.: 95445757 (KvK, Netherlands)
Email: info@emerlane.com
Phone: +61 468 048 366
Monday to Friday | 09:00 – 18:00 (GMT)
Saturday and Sunday | Closed
We aim to respond to your inquiries within 24 hours.