Returns & exchanges
Returns for Refunds or Exchanges
Items purchased at original prices qualify for return. Items bought on sale do not qualify for return. All items to be returned or exchanged must be unused, unworn, unwashed, have no odours, be undamaged, and are to be returned in its original condition with all tags still attached. Furthermore, there should be no stains of any kind (make-up, food, odour, dirt etc.).
How to initiate a Refund or Exchange
Please send an email to info@emayacollective.com detailing your intent to refund or exchange. Kindly include your order number in the subject line. We will respond and share next steps to be followed (as per the below). We will also provide the delivery address to send your return/exchange to.
Time frames to initiate a Refund or Exchange
You may return an item for an exchange or refund within 5 calendar days of receipt of the item.
Courier details for Refunds or Exchanges
The customer is responsible for courier costs to exchange or return garments, including courier costs for a new item to be sent to them.
A physical address for door to door courier will be shared should you contact us for a return or exchange. No parcels will be collected from any collection services (e.g. Postnet, Post Office etc.). Please label the parcel clearly with your order number & full name. Emaya Collective is not liable for any parcels with no information included.
The item is the customers responsibility until it reaches Emaya Collective. The returned item must contain the labels, tags and other packaging with which the item was sent to the customer. Emaya Collective reserves the right to refuse a return or exchange if any packaging is missing.
The exchange will be delivered to the address provided after 14 working days, and refunds may take up to 14 working days to reflect in the customers bank account.
Receiving a Refund
Once the item delivered to Emaya Collective, it will be checked for return eligibility. If the item is in an acceptable condition, the refund will be processed. Payments made via Payfast will be refunded automatically. The customer will be contacted for banking details to process the refund if the payment was made via Bank Deposit/EFT.
Please note, refunds issued via Payfast or EFT may take up to 14 working days to reflect in your bank account.
Refunds on Shipping Fees
Please note shipping fees will not be refunded.
Multiple Exchanges
Please note an exchange can only be done once per order.
Kindly note, it is the responsibility of the customer to read and understand Emaya Collective’s returns and exchanges policy before purchasing. Emaya Collective will not be held liable if a customer is not familiar with the details outlined in the returns and exchanges policy.
Should you have any queries, please do not hesitate to contact info@emayacollective.com.