- Shipping & Returns
Shipping & Returns
SHIPPING – via UPS Ground
All orders are processed and shipped within 1 to 3 business days. You will receive your order 3 days from the date of shipment.
Once your package is shipped, you will receive a shipment notification via email with your tracking number and a link to the carrier's website to track your package.
The customer is responsible for supplying the correct shipping address. Packages returned to us due to insufficient or incorrect address will be refunded minus 30% restocking fee.
We do not offer replacements for orders sent to incorrect addresses.
EMMAUS hopes that you will be delighted with your order. However, if for any reason you are not completely satisfied, we are happy to offer a refund on goods returned to us within 10 days of receipt of your order (less shipping charges), provided they are in their original, unopened and unused condition.
If you received a damaged item, please report the issue to us within 7 days of receiving your order and we will send you a replacement product at no cost. We will request a picture of the damaged item to better serve you in the future. Please send an email to our customer service team at firstname.lastname@example.org with the details, including the order number.
We do not offer replacements for incorrect addresses or shipments that are updated as delivered in the tracking. However, we will do our best to help resolve any such issues.
Please follow the four steps outlined below to return your goods to EMMAUS:
Please email our customer service team at email@example.com to obtain a returns authorization number (RAN). You will need to provide full details of your customer order number, which is provided in the documentation that arrives with your order, together with details of the items you wish to return.
Once you have received your RAN, please enter it into the space provided on the returns form included in the email sent with your RAN. Please remember that in order for the return to be processed you must ensure that the completed form is included with your return package and that the goods are wrapped securely in the same outer packaging in which you received them.
Please return your package using a carrier of your choice. We recommend that you choose a method of shipping with tracking and insurance, as we are not responsible for return packages that are lost or damaged in transit. Return shipping charges are the responsibility of the customer.
All returned goods will be examined upon receipt; due to reasons of hygiene we are unable to offer refunds, replacements or exchanges on any opened or used goods. Please note that delivery charges are non refundable. We will process your return as quickly as possible and will notify you by email once your refund has been processed. Refunds are in the form of original payment. Please allow 7-14 working days for your refund to be processed.