Our standard returns policy allows eligible items to be returned within 14 days of receipt. Customers in certain jurisdictions, including the European Union, may have additional statutory rights as outlined below.

Unless you are exercising your statutory right of withdrawal under EU consumer law, please contact us at sales@emmawillis.com before returning your order so that we can assist you and ensure your return is processed as smoothly as possible.

Returns should be sent to:

Emma Willis
66 Jermyn Street
London
SW1Y 6NY
United Kingdom

Returned items should be unworn, unused and in their original condition, with all original packaging and tags attached. We reserve the right to refuse a refund or make an appropriate deduction where items have been worn, damaged, altered or are otherwise not returned in a saleable condition.

Please retain your proof of postage. We recommend using a tracked and insured delivery service, as we cannot accept responsibility for items lost or damaged in transit.

Once your return has been received and inspected, any approved refund will be made to your original payment method. Where consumer law specifies a particular timeframe for processing refunds, we will always comply with those requirements.

Original delivery charges are not refundable unless required by applicable law.

Where possible, we are happy to offer an exchange or store credit instead of a refund, subject to stock and fabric availability.

Many of our garments are individually made in our Gloucester workrooms using your chosen fabric, measurements or specifications. As these pieces are produced specifically for each order, they cannot be returned for a refund unless they are faulty or have been supplied incorrectly.

Where possible, we are always happy to discuss an exchange, subject to fabric availability and the nature of the garment.

• Bespoke garments, made to your individual pattern and measurements.
• Made-to-Measure garments, produced to your chosen measurements and specifications.
• Personalised products, including monogrammed or otherwise customised items.
• Women’s shirts, made individually using the fabric chosen for your order.
• Nightwear, made individually using the fabric chosen for your order.
• Underwear and boxer shorts, which cannot be returned once opened for reasons of health and hygiene.
• Any other items clearly identified as non-returnable at the time of purchase.

If you have approved your bespoke sample shirt, both the sample shirt and the final shirts are considered complete. Should you wish to make further alterations, we are usually able to accommodate these for an additional charge. Please contact sales@emmawillis.com.

If your order arrives faulty, damaged or incorrect, please contact us as soon as possible at sales@emmawillis.com or on +44 (0)20 7930 9980.

Please do not return the item until you have spoken with us. Once the issue has been confirmed, we will arrange collection by DHL at no cost to you.

Following inspection, we will provide an appropriate remedy in accordance with your statutory rights. This may include a repair, replacement or refund. Where a replacement is required, it will be dispatched without any additional delivery charge.

Unless an item is faulty or has been supplied incorrectly, customers are responsible for the cost of returning goods to us.

For international orders, any customs duties, taxes or import charges paid on the original shipment are generally non-refundable by Emma Willis. If you wish to reclaim any duties or taxes, please contact your local customs authority.

If your order is being delivered to a member state of the European Union and you are purchasing as a consumer, you benefit from additional statutory rights under EU consumer protection legislation.

For eligible Ready-to-Wear products, you may exercise your statutory right of withdrawal at any time before your order has been fulfilled, or within 14 days of receiving your goods. You may do this using the cancellation function available within your customer account or by contacting sales@emmawillis.com. If you notify us after receiving your goods, you then have a further 14 days to return the goods.

The statutory right of withdrawal does not apply to products that are exempt under applicable law, including goods made to your specifications or clearly personalised. This includes, where applicable, our Bespoke and Made-to-Measure garments, personalised products, women’s shirts and nightwear made using your chosen fabric, and underwear where returned for reasons of health or hygiene.

Returned goods should only be handled as would reasonably be expected when inspecting them in a shop. If an item has been handled beyond this and its value has been diminished, we reserve the right to make an appropriate deduction from any refund where permitted by law.

Where the statutory right of withdrawal applies, refunds will be made to your original payment method within 14 days of receiving the returned goods, or evidence that they have been sent back, whichever is earlier. Where required by law, we will also refund the cost of our standard outbound delivery service.