I have an issue with my order

We're sorry something went wrong with your order. We'll make it right - here's how to get started quickly.

Step 1 - Take a photo first (required)

Before contacting us, please photograph:

  • Everything you received in the package
  • The shipping label or packing slip
  • Any visible damage, if applicable

This photo is required to process your case. Our team cannot proceed without it.

Step 2 - Contact us within 3 business days:

For defective or incorrect items, contact us within 3 business days of receiving your order. The sooner you reach out, the faster we resolve it.

  1. Your order number
  2. A clear description of the issue (wrong item / missing item / damaged)
  3. Your photos attached to the message

Send us a message via the contact form with your order number, description, and photos attached.

⚡What happens next

Our team reviews within 24–48 hours and offers one of the following option:


Replacement

Sent at no additional cost - standard for wrong or missing items
Partial refund
Keep the item as-is and receive a partial money back - amount discussed with our team

Full return

Return for a full refund - see our return policy for conditions

💛 Our commitment to you

Every Emmafy bag is designed to be cute AND functional - built for real life. If something did not meet that standard, we take it seriously and we will make it right. Most customers find the partial refund option the easiest resolution - no shipping hassle, no return needed. Our team will discuss the best option for you.

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