RETURNS
& REFUNDS

Emperor Nael operates a 14-day returns policy in accordance with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. You have the right to return any item within 14 days of receipt, provided it meets the conditions outlined below.

Given the limited and intentional nature of our production, we ask that all returns be treated with the same care and discretion with which each piece is made.

To be eligible for a return, items must:

• Be returned within 14 days of the confirmed delivery date • Be unworn, unwashed, and in original condition • Have all original tags and packaging intact • Not show signs of wear, alteration, perfume, or any form of damage

Items that do not meet these conditions will not be accepted and will be returned to the sender at their expense.

The following items are strictly non-returnable:

• Items marked as Final Sale or Limited Run at the time of purchase • Items purchased during promotional or clearance events where returns are explicitly excluded • Items that have been personalised or made to order

This does not affect your statutory rights where items are faulty or not as described.

To initiate a return, please contact us via our contact form within 14 days of receiving your order. Include your order number, the item(s) you wish to return, and the reason for the return.

Once your request is reviewed and approved, we will issue a Returns Authorisation Number (RAN) and return instructions. Returns sent without a RAN may not be processed.

We strongly recommend using a tracked and insured postal service. Emperor Nael accepts no responsibility for parcels lost or damaged in transit on the way back to us.

Return shipping costs are the responsibility of the customer unless the item is faulty, damaged, or incorrectly sent by us. In such cases, Emperor Nael will arrange a prepaid return label at no cost to you.

Original outbound shipping fees are non-refundable unless the return is due to our error.

Upon receipt and inspection of your return, we will notify you of the outcome within 3 business days. If approved, your refund will be processed to the original payment method within 5–10 business days, depending on your bank or card provider.

Emperor Nael reserves the right to reject a return or issue a partial refund if returned goods show signs of use or do not meet our stated conditions.

We do not offer direct exchanges at this time. If you require a different size or item, please return your original order for a refund and place a new order separately. Given the limited nature of our drops, we cannot guarantee availability at the time of your return.

If you receive an item that is faulty, damaged, or not as described, you are entitled to a full refund, repair, or replacement under the UK Consumer Rights Act 2015. Please contact us immediately via our contact form with photographic evidence and your order number. We will resolve the matter promptly and at no cost to you.