Return My Order

Within the EU:

To return an item, please use our Return Portal within 14 calendar days of receiving your order. Return shipping costs will be automatically deducted from your refund.

Outside the EU:

Customers outside the EU can return items directly to our headquarters (address below). You’ll be responsible for the return shipping costs, and any import duties or taxes incurred will be deducted from your refund.

Emmers Equestrian BV - attn. Returns
Bernard Kempplein 23
3930 Hamont
Belgium

We strongly recommend using a tracked shipping service to avoid lost parcels. Be sure to clearly mark the package as a return to help prevent additional customs charges.

Items must be returned in unused, undamaged, and clean condition, with all original packaging and labels intact. Please do not attach the return label directly to the product’s original packaging. Instead, place the item in a separate, protective shipping box. Make sure there are no other shipping labels on the outer box to avoid confusion.

Be sure to include a copy of your original invoice or delivery note inside the return package. Without this documentation, we won’t be able to process your return.

• Sale or discounted items
• Perishable items (e.g., goods with an expiration date)
• Items that have been worn, washed, or show signs of use
• Items with strong odors (e.g., perfume, smoke, or body odor)
• Clothing or shoes returned in a dirty condition — a €30 cleaning fee will be deducted per soiled item
• Personalized or custom-made products
• Products specifically ordered for you that are not part of our standard stock
• Items missing the original hangtag

Returns will be processed within 5 business days and refunds will be issued within additional 10 business days, provided the items meet our quality control. Refunds will be issued to the same payment method used for the original purchase. If you prefer, we can issue store credit instead.

We do not offer exchanges. If you need a different size, colour, or product, you can place a new order and return the unwanted items via our return portal for a refund.

For shop orders, you cannot use our online return portal. Instead, please bring the item along with proof of purchase to the store where you made the purchase.

You’ll receive store credit, a direct refund is not possible for in-store purchases. It's possible to exchange items in-store.

Unfortunately, we cannot accept returns outside the 14-day window. However, please contact us if you have any special circumstances, and we’ll do our best to assist you.

Please let us know within 3 calendar days via our complaints form.

There, you can upload photos and describe the issue. We’ll review your case and respond within 5 working days. If applicable, we’ll repair, replace, or refund your item - depending on availability.

Sorry about that! Let us know within 3 calendar days via hello@emmers.eu. We’ll send you a return label and arrange the correct item or a refund if it’s out of stock.

If your order is returned because it was not collected or failed to be delivered (e.g., missed delivery or incorrect address), you are responsible for both the return and re-shipping costs to the correct address.