1. Our Guarantee

We want you to love your EMMA MOLLY plush — completely. Every product is made with care, and we stand behind the quality of what we create. If something isn't right, we'll make it right. Here's exactly how.

2. Return Window

You may return most items within 30 calendar days from the date of delivery for a refund or exchange. To be eligible for a return, your item must be:

• Unused and in the same condition you received it
• In its original packaging with all tags attached
• Accompanied by your order number or proof of purchase

For hygiene reasons, we cannot accept returns on plush toys that have been used, washed, or exposed to strong odors (smoke, perfume, pets) unless the item is defective. This is for the safety of all our customers.

3. Non-Returnable Items

• Gift cards
• Clearance or final-sale items (marked as such at purchase)
• Personalized or custom-made products

4. How to Start a Return

Step 1: Email us at [support@emmamolly.com] with your order number, the item(s) you'd like to return, and the reason. Photos are helpful but not required unless the item is damaged.

Step 2: We'll reply within 1-2 business days with return authorization and shipping instructions.

Step 3: Pack the item securely in its original packaging, include your order number inside, and ship to the return address we provide.

Step 4: Once we receive and inspect your return, we'll process your refund or exchange within 5-7 business days.

5. Return Shipping Costs

Change of Mind Returns: If you're returning an item because you changed your mind, chose the wrong scent, or no longer want it, you are responsible for return shipping costs. We recommend using a trackable shipping service — we cannot guarantee receipt of untracked returns.

Defective or Damaged Items: If your item arrived damaged, defective, or isn't what you ordered — that's on us. We'll provide a prepaid return shipping label or arrange a pickup at no cost to you. Simply send us a photo of the issue when you contact us.

6. Refunds

Once we receive and inspect your returned item, we'll notify you by email. Approved refunds will be processed to your original payment method within 5-7 business days. Please note that your bank or credit card company may take additional time to post the refund.

Original shipping charges are non-refundable unless the return is due to our error (defective, damaged, or incorrect item). If you haven't received your refund within 14 days of our approval notification, please contact us at [support@emmamolly.com].

7. Exchanges

We're happy to exchange your item for a different scent, character, or size. The fastest way to get the product you want is to return the original item and place a new order. This ensures your new item ships immediately.

If you prefer a direct exchange (we ship the replacement after receiving your return), let us know in your request. Direct exchanges typically take 10-14 business days total.

8. Scent Satisfaction

Scent is deeply personal. If your EMMA MOLLY arrives and the fragrance isn't what you hoped, reach out to us within 14 days. We'll help you choose a different scent and guide you through an easy exchange — because finding the right scent matters.

9. Damaged or Incorrect Items

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at marketing@obvade.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at marketing@obvade.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at marketing@obvade.com.

If your order arrives damaged, defective, or contains the wrong item, please email us within 7 days of delivery at [support@emmamolly.com] with your order number, a photo of the issue, and a brief description. We'll ship a replacement or issue a full refund (including shipping charges) within 2 business days, at no cost to you.