Complaints and returns

Cancellation and exchange
1.1 Once you have placed an order through our website, you can cancel or change your order by emailing us.

1.2 Once your order has been packaged, it cannot be cancelled or changed and must instead be returned to us in accordance with section 10 below. As our goods are shipped from Asia, there may be extended transit times over which we have no control. If the products are already on their way to you, cancellation of your order is not possible. You must wait for the goods to be received and send them back to us. You can, of course, inform us of the cancellation in advance. In order to guarantee the fastest possible return, please send us a shipping confirmation.

An early refund is possible at the earliest 16 weeks after receipt of the order if the goods have not been received.

1.3 As we work with a fully automated system, orders are initiated as soon as they are placed. Therefore, unfortunately we are not able to interrupt the shipping process until delivery, so refunds for goods received are only possible up to 24 hours after the order has been placed.

Returns and refunds
2.1 Our returns policy forms part of these terms and conditions under which you can access and use our website.

2.2 If you are not completely satisfied with your order, you can let us know by email which product you wish to return and return it to us. The cancellation period is 14 days from the day on which you or a third party designated by you, other than the carrier, has received or collected the final delivery of the goods.

2.3 The cost of return postage shall be borne by the customer at his own expense and risk.



2.4 The product must be received by us to be eligible for return. We will check the returned product upon receipt.



2.5 You must ensure that the Product is returned to us in the same condition in which you received it and that it is properly packaged. The Product must be unused, the Product labels must not have been altered and the Product must be in its original packaging. If the Product is returned to us in an unsuitable condition, we reserve the right not to accept the return of the Product.



2.6 The processing time for returns depends on the order.



2.7 If we are satisfied with the condition of the returned Product, we will send an email authorising the return. Once we have sent confirmation of the return authorisation, the amount will be refunded to the account used to place the order within a short period of time.

2.8 Cancellation is complete when we receive the physical goods.

2.9 As our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. You must wait for the goods to be received and send them back to us. You can of course inform us of the cancellation in advance. In order to guarantee the fastest possible return, please send us a shipping confirmation. An early refund is possible at the earliest 16 weeks after receipt of the order if the goods have not been received.

Order cancellation steps
Step 1: Fill in the return form.

Email help@emiblue.com for a unique return form.

And complete it in full.

Step 2: Send your item.

Send your items along with the completed return form to the address on the return form. Make sure your parcel includes a tracking code. As the shipper you are responsible and we do not want any misunderstandings.

Step 3: Receive the purchase amount in your bank account.

As soon as we receive the parcel, we will make sure to return the purchase amount to your bank account within 5 working days!

Please use only one return method with a tracking number so that we can authorise the return. This way you will notify us of the return in advance and the goods received can be clearly attributed to the correct order. This is the only way we can guarantee a prompt refund. Once we have received your return, we will be notified and will be able to process your refund. Please only use a shipping method with a return tracking number so that we can authorise the return.