Widerrufsrecht

Return & Refund Policy

We want you to shop with confidence at Emma Jakob. Please note that, under Swiss law, online stores are not legally required to accept returns or to provide refunds. As a gesture of goodwill, we voluntarily offer the return, exchange, and replacement options described below.

Return Window

You may request a return within 3 days of delivery. Requests submitted after this 3-day period cannot be accepted.

Return Conditions

To be eligible for a return, items must be:

• Unused, unworn, and unwashed
• In their original condition, with all original tags and packaging
• Accompanied by proof of purchase (your order confirmation email)

All returns must be requested and approved in advance. Items sent back without prior authorization cannot be processed.

How to Start a Return

• Step 1 – Request: Email us at info@emmajakob.ch with your order number and the reason for your return.
• Step 2 – Approval: Your request is reviewed first. Once it is approved, we will send you the return address and instructions. Returns are only accepted after approval, so please do not ship anything back before you receive our confirmation.
• Step 3 – Ship: Send the item back using a tracked service. Return shipping costs are the responsibility of the customer.

Refunds

Once your return has been received and inspected, we will notify you of the outcome. Approved refunds are issued as store credit that can be used towards a future order. Refunds are not returned to the original payment method.

A restocking fee of 15% is deducted from the value of each approved return. Original shipping costs are non-refundable.

Exchanges

We are happy to offer exchanges, including size exchanges. Exchange requests must be made within the 3-day window and the item must meet the return conditions above. The shipping costs for exchanges are the responsibility of the customer.

Damaged or Defective Items

If you receive an item that is broken, damaged, or defective, we do not issue a refund. Instead, we will send you a free replacement at no additional cost. Please contact us at info@emmajakob.ch within 3 days of delivery and include:

• Your order number
• A description of the issue
• Clear photos of the item and its packaging

Once the issue is verified, your free replacement will be arranged.

Return Address

Orders are shipped from an international fulfilment location. For this reason, the correct return address is provided only after your return request has been reviewed and approved. Please always wait for our confirmation before returning any item.

Order Cancellations

To request a cancellation, please contact us as soon as possible at info@emmajakob.ch. Cancellations are only possible before an order has been shipped. Once shipping has started, cancellation is no longer possible.

Need Assistance?

Email: info@emmajakob.ch

Business hours:
Monday to Friday | 09:00 – 17:00 (CET)