All orders are processed within 1-3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.

During peak periods or if we experience a high volume of orders, processing times may be slightly delayed. We appreciate your patience.

Shipping charges for your order will be calculated and displayed at checkout. We offer the following options:

• Standard Shipping (UK): 3–7 business days
• Express Shipping (UK): 1–3 business days
• International Shipping (outside of UK): Delivery times vary by destination (typically 7–21 business days).

For orders delivered within the UK, all customs duties and formalities are handled by House of EMEM.

For all other destinations, including the European Union, any applicable customs duties and import procedures are the responsibility of the customer.

In the case of exchanges or refunds, any related customs duties and formalities remain the customer’s responsibility.

Once your order is shipped, you’ll receive a confirmation email with a tracking number so you can follow your parcel’s journey. Please allow 24–48 hours for the tracking information to update.

We currently ship to most countries worldwide. If you’re unsure whether we ship to your location, please contact us before placing an order.

While we always do our best to ensure your order arrives on time, occasional delays may occur due to courier services, customs procedures or other factors beyond our control. If your package is significantly delayed or appears to be lost, please don’t hesitate to reach out and we’ll work with the carrier to resolve the
issue.

Kindly ensure that your shipping address is correct at checkout, as we are unable to take responsibility for orders sent to incorrect addresses provided by the customer.

If you notice any missing or incorrect information in your order, please let us
know as soon as possible – we will do our best to make the necessary changes,
provided the order has not yet been dispatched.

If you have any questions about shipping, or need to make a special delivery request, please contact us before placing your order.

At House of EMEM, we want you to love your jewellery. If you are not completely satisfied, we offer a 30-day no-questions-asked return policy.

Return Conditions

• Items must be returned within 30 days of the delivery date.
• Jewellery must be unworn, in perfect condition and returned with all original packaging.
• Returns that do not meet these conditions may be declined.

Once we receive and verify your return, we will process a refund within 5–7 business days. Refunds are issued to your original payment method and you will receive a confirmation email once your refund has been processed.

A flat return shipping fee of £2.99 will be deducted from your total refund. Please note, in the case of exchanges or refunds, any related customs duties and formalities remain the customer’s responsibility.

1. Please contact us with your order number to request a return.
2. We will issue you a prepaid QR code via email, which you can take to your nearest drop-off point, no printer required.
3. Carefully package the item to avoid damage in transit.