Damaged & Wrong Goods

Damaged Goods

1.1 We want all our customers’ orders to meet expectations. If you think there is a fault with an item you have received, please let us know straight away by contacting us. We will aim to resolve any issue with a faulty item as quickly as possible, but we need you to tell us as soon as you discover the fault so we can resolve the issue for you.

1.2 In the very unlikely event of any damage, please contact us. Please include as much information as possible.

  • We may require photographs of any damage, including all the packaging for insurance purposes.
  • Photographs showing the detail of the damage or faulty items.
  • We also need a picture that clearly shows the seal intact on the damaged or broken bottle.
  • Please retain the product, box and all packaging until instructed by us.

Wrong Goods

2.1 If you have received an incorrect item in your order, please let us know straight away by calling us on +44 73 777 05356. Our Customer Services representatives are available Monday to Friday (9am - 5pm GMT), and are looking forward to assisting you.

Lost Goods

3.1 In the unlikely event that goods are misplaced on their way to you, EMMA & TOM will ensure a replacement is sent directly to you, if available.

3.2 All discrepancies with the contents of your order must be reported to our Customer Services team on +44 73 777 05356 within 48 hours of receipt of your order. Our Customer Services representatives are available Monday to Friday (9am - 5pm GMT), and are looking forward to assisting you. Where a replacement item is not available due to it being discontinued or the original item being a "One Off", we will reimburse you for the full cost of the item only. No compensation will be paid.