Last updated: 18 July 2026

This Shipping and Returns Policy applies to orders placed through www.emmacatharina.com.

This policy should be read together with our Terms and Conditions and Privacy Policy.

Nothing in this policy limits or excludes any mandatory consumer rights available under applicable law.

1. Shipping information

1.1. Estimated delivery times depend on:

a. the delivery destination;

b. the selected delivery method;

c. the availability of the Products;

d. the time at which the order is placed;

e. customs processing; and

f. circumstances affecting the delivery provider.

1.2. Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

1.3. Please check your spam or junk folder if you have not received the shipping confirmation email.

1.4. Shipping prices displayed during checkout include applicable VAT where required.

1.5. Import duties, customs charges and local taxes for deliveries outside the European Union are not included unless expressly stated otherwise during checkout.

1.6. Delivery estimates are expressed in business days and exclude weekends and public holidays.

1.7. Delivery and processing may take longer during:

a. public holidays;

b. promotional or sale periods;

c. periods of increased demand;

d. adverse weather conditions;

e. customs processing; or

f. events outside our reasonable control.

1.8. The delivery methods, prices and estimates shown during checkout apply to your order.

1.9. If the information shown during checkout differs from the general information in this policy, the checkout information will take precedence.

2. Order processing

2.1. All orders are subject to Product availability and successful payment.

2.2. In-stock orders placed before 6:00 p.m. on a business day are generally processed as quickly as possible.

2.3. The delivery estimates in this policy begin when the order has been dispatched, not when the order is placed.

2.4. Orders placed during weekends, public holidays, sale periods or other periods of increased demand may require additional processing time.

2.5. Products described as made to order, pre-order or subject to a specific production period may have a longer processing time.

2.6. The estimated production or dispatch time stated on the Product page or in your order confirmation will apply.

2.7. We will contact you if:

a. a Product is unavailable;

b. an unexpected delay materially affects your order;

c. we require additional information to process the order; or

d. additional verification is reasonably required in connection with your payment.

3. Deliveries to the Netherlands and Belgium

3.1. We offer standard delivery to the address selected during checkout.

3.2. Where available, you may choose delivery to a local collection point.

3.3. You may be required to present valid identification when collecting an order from a collection point.

PostNL standard delivery – estimated 1 to 3 business days: €5.95

Orders over €200 – PostNL standard delivery: Free

3.4. The free-shipping threshold is calculated using the order value after discounts and before additional charges, unless stated otherwise during checkout.

4. Deliveries within Europe

For European destinations other than the Netherlands, Belgium, the United Kingdom and Norway:

DHL Express or UPS Express – estimated 1 to 3 business days: €16.95

PostNL Global – estimated 3 to 10 business days: €8.95

4.1. Delivery times may vary depending on the destination and local delivery provider.

4.2. The delivery options available for your specific destination will be shown during checkout.

5. Deliveries to the United Kingdom

DHL Express – estimated 1 to 3 business days: €16.95

PostNL Global – estimated 5 to 10 business days: €8.95

5.1. Orders delivered to the United Kingdom may be subject to import duties, customs charges, local taxes or carrier fees.

6. Deliveries to Norway

DHL Express – estimated 2 to 4 business days: €25.00

PostNL Global – estimated 5 to 10 business days: €10.95

6.1. Orders delivered to Norway may be subject to import duties, customs charges, local taxes or carrier fees.

7. Deliveries to the United States and Canada

DHL Express or UPS Express – estimated 1 to 4 business days: €20.00

PostNL Global – estimated 8 to 15 business days: €8.95

7.1. Delivery times may vary depending on the state, province, customs processing and local delivery provider.

8. Worldwide delivery

For destinations not separately listed above:

DHL Express – estimated 2 to 4 business days: €20.00

8.1. Availability, delivery methods and final shipping costs will be confirmed during checkout.

8.2. Although we aim to offer worldwide delivery, we may be unable to deliver to certain countries, regions, postcodes or addresses because of legal, logistical or carrier restrictions.

9. Customs, import duties and taxes

9.1. Orders delivered outside the European Union may be subject to:

a. import duties;

b. customs charges;

c. local taxes;

d. brokerage fees;

e. handling fees; or

f. other charges imposed by the destination country or delivery provider.

9.2. Unless expressly stated otherwise during checkout:

a. these charges are not included in the Product price or shipping costs;

b. these charges are not collected by Emma Catharina;

c. the recipient is responsible for paying the charges; and

d. the recipient is responsible for complying with the import requirements of the destination country.

9.3. We do not control these charges and cannot guarantee or predict their amount.

9.4. Please contact your local customs authority for further information before placing an order.

9.5. Customs-clearance procedures may cause delays beyond the original delivery estimate.

9.6. If customs charges remain unpaid and the parcel is returned to us, the order will be handled in accordance with the provisions on undeliverable, refused and unclaimed packages.

10. Tracking your order

10.1. Once your order has been dispatched, you will receive a tracking link by email.

10.2. Tracking information may take some time to become active after the shipping confirmation has been sent.

10.3. You are responsible for monitoring the tracking information and, where applicable, collecting the parcel from a collection point within the period specified by the delivery provider.

10.4. Contact us at info@emmacatharina.com if:

a. the tracking information has not been updated for an unusual period;

b. the parcel is significantly delayed;

c. the parcel is marked as delivered but has not been received;

d. the parcel appears to have been lost; or

e. the parcel appears to have been delivered incorrectly.

10.5. We will investigate the shipment with the delivery provider where reasonably necessary.

11. Delivery responsibility

11.1. Emma Catharina remains responsible for the order while it is being transported by a delivery provider offered, selected or appointed by us.

11.2. The risk of loss or damage transfers to you when you, or a third party designated by you other than the carrier, physically receives the order.

11.3. Different rules may apply if you independently appoint a delivery provider that was not offered by Emma Catharina.

11.4. If you expressly authorise delivery to a safe place, neighbour or alternative location, responsibility may transfer once the parcel has been delivered in accordance with those instructions, to the extent permitted by applicable law.

12. Incorrect delivery details

12.1. You are responsible for providing complete and accurate delivery information during checkout.

12.2. Contact us immediately if you notice an error in the delivery address.

12.3. We cannot guarantee that an address can be changed once an order has been processed or dispatched.

12.4. If an order cannot be delivered because the address provided was incorrect or incomplete, we may charge the reasonable direct costs of:

a. returning the parcel to us; and

b. sending the parcel again.

12.5. We will not charge these costs where the delivery problem was caused by Emma Catharina or the delivery provider appointed by us.

13. Undeliverable, refused and unclaimed packages

13.1. A parcel may be returned to Emma Catharina where:

a. the delivery address is incorrect or incomplete;

b. delivery has been attempted unsuccessfully;

c. the recipient does not collect the parcel from a collection point;

d. the recipient refuses delivery;

e. customs charges remain unpaid; or

f. the delivery provider is otherwise unable to complete delivery.

13.2. If a parcel is returned to us, we will contact you using the contact details provided with the order.

13.3. You may request that the parcel be sent again. Additional shipping costs and reasonable direct costs caused by the failed delivery may apply.

13.4. These costs will not apply where the failed delivery was caused by Emma Catharina or our delivery provider.

13.5. Refusing or failing to collect a parcel does not always constitute a clear and valid withdrawal from the purchase.

13.6. To make sure your withdrawal or return is registered correctly, submit your request through the Emma Catharina Return Portal.

13.7. If you are unable to use the Return Portal, you may notify us by sending a clear written statement to info@emmacatharina.com.

13.8. Your statutory rights do not automatically expire solely because a parcel was refused, unclaimed or returned to us.

13.9. Where you validly exercise a right of withdrawal, the refund will be handled in accordance with this Shipping and Returns Policy.

13.10. Reasonable direct return costs caused by an unclaimed or refused parcel may be deducted from the refund where:

a. this is legally permitted;

b. you were informed in advance that return costs would be your responsibility; and

c. the failed delivery was not caused by Emma Catharina or our delivery provider.

14. Delivery delays

14.1. Delivery dates are estimates unless we expressly confirm that a particular date is fixed or essential.

14.2. If we become aware of a material delay, we will inform you as soon as reasonably possible and, where possible, provide a revised delivery estimate.

14.3. Unless another delivery period has been expressly agreed, we will deliver without undue delay and no later than thirty days after the agreement is formed.

14.4. If we fail to deliver within the agreed period, you may ask us to deliver within an appropriate additional period.

14.5. If we still fail to deliver within that additional period, you may cancel the agreement and receive a refund.

14.6. An additional delivery period may not be required where:

a. we have refused to deliver;

b. delivery on the agreed date was essential in view of the circumstances; or

c. you informed us before placing the order that delivery by a particular date was essential.

15. Events outside our reasonable control

15.1. We are not responsible for a failure or delay caused by an event outside our reasonable control.

15.2. Such events may include:

a. severe weather;

b. natural disasters;

c. fire or flooding;

d. war, terrorism or civil unrest;

e. industrial disputes;

f. transport disruption;

g. customs disruption;

h. government action;

i. public-health emergencies; or

j. serious failures affecting delivery providers or essential infrastructure.

15.3. We will take reasonable steps to minimise the effect of the event and will inform you if it materially affects your order.

15.4. If a delay becomes substantial or performance becomes impossible, you may cancel the affected order and receive a refund for Products that have not been delivered.

16. Damaged parcels

16.1. Please inspect your parcel shortly after delivery.

16.2. If the packaging or Product appears to have been damaged during transport, contact us as soon as reasonably possible through the Return Portal or at info@emmacatharina.com.

16.3. Please include:

a. your full name;

b. your order number;

c. a description of the damage;

d. photographs of the outer packaging;

e. photographs of the shipping label; and

f. photographs of the damaged Product.

16.4. Reporting visible damage promptly makes it easier for us to investigate the shipment with the delivery provider.

16.5. Failure to report transport damage within twenty-four hours does not automatically remove or limit your statutory rights.

16.6. Do not return a damaged or incorrect Product before reviewing the return instructions provided by us.

17. Geographical scope of return rights

17.1. The statutory right of withdrawal described in this policy applies to consumers residing in the European Union and European Economic Area.

17.2. The European Economic Area includes the European Union member states, Norway, Iceland and Liechtenstein.

17.3. Consumers residing in the United Kingdom have comparable cancellation rights under applicable United Kingdom consumer law.

17.4. For customers residing outside the European Union, European Economic Area and United Kingdom, Emma Catharina voluntarily accepts returns of eligible Products notified within fourteen days after delivery, subject to the conditions in this policy.

17.5. This voluntary international return policy does not limit any mandatory consumer rights available under the laws applicable to the customer.

18. Return Portal

18.1. You can register an eligible return or exercise an applicable right of withdrawal through the Emma Catharina Return Portal.

18.2. The Return Portal serves as our online return and withdrawal function.

18.3. The Return Portal is available through our website and can be used without creating a customer account.

18.4. The Return Portal may be used to:

a. exercise an applicable statutory right of withdrawal;

b. request a return under our voluntary international return policy;

c. register the return of one or more Products; or

d. report a faulty, damaged or incorrectly supplied Product.

18.5. When completing the Return Portal, please provide:

a. your full name;

b. the email address used for the order;

c. your order number;

d. the Product or Products concerned; and

e. sufficient information to identify and process the request.

18.6. You may be asked to upload photographs when reporting a faulty, damaged or incorrectly supplied Product.

18.7. You do not need to provide a reason when exercising a statutory right of withdrawal.

18.8. After submitting the Return Portal, you will receive confirmation that your request has been received.

18.9. The date on which the completed Return Portal is submitted will be treated as the date on which you notified Emma Catharina of your withdrawal or return request.

18.10. Exercising a statutory right of withdrawal does not require approval from Emma Catharina to be valid.

18.11. Submitting a request through the Return Portal does not extend the applicable return period.

18.12. Submitting a request through the Return Portal does not mean that the returned parcel has been collected or received by Emma Catharina.

18.13. After registering your return, you remain responsible for returning the eligible Products within the applicable return period.

18.14. If the Return Portal is temporarily unavailable or you are unable to use it, you may exercise an applicable right of withdrawal by sending a clear written statement to info@emmacatharina.com.

18.15. Your written notification must contain enough information for us to identify your order and the Products concerned.

19. Return period for the European Union and European Economic Area

19.1. Consumers residing in the European Union or European Economic Area may withdraw from an eligible online purchase without providing a reason.

19.2. You must notify us of your decision to withdraw within fourteen days after:

a. you, or a third party designated by you other than the delivery provider, receives the Product;

b. you receive the final Product, where several Products from one order are delivered separately; or

c. you receive the final part or piece, where a Product is delivered in several parts.

19.3. After notifying us, you must return the Product without undue delay and no later than fourteen days after the date on which you notified us.

19.4. Your notification is submitted in time if it is sent through the Return Portal or by email before the withdrawal period expires.

20. Return period for the United Kingdom

20.1. Consumers residing in the United Kingdom must notify us within fourteen days after receiving an eligible Product that they wish to cancel the purchase.

20.2. After notifying us, the Product must be returned within the applicable legal return period.

20.3. Mandatory United Kingdom consumer rights will apply where relevant.

21. Voluntary international return period

21.1. Customers residing outside the European Union, European Economic Area and United Kingdom may request to return an eligible Product within fourteen days after delivery.

21.2. The Product must be sent back without undue delay and no later than fourteen days after the return request has been submitted.

21.3. This is a voluntary return policy offered by Emma Catharina.

21.4. The voluntary return policy does not remove any additional mandatory rights available under the laws applicable to the customer.

21.5. For voluntary international returns, the original shipping costs are non-refundable unless:

a. the Product is faulty or damaged;

b. an incorrect Product was supplied;

c. the order was not delivered in accordance with the agreement;

d. Emma Catharina expressly agrees otherwise; or

e. mandatory applicable law requires those costs to be refunded.

22. Return address

All eligible returns must be sent to:

Emma Catharina
Observantenstraat 1
6001 AL Weert
The Netherlands

22.1. Please do not send returns to a collection point or another address unless our customer service team has expressly instructed you to do so.

22.2. Unless we provide a prepaid label or arrange collection, you are responsible for sending the parcel to the return address above.

22.3. Returns sent to an incorrect address may be delayed or may not be received.

23. Return shipping costs

23.1. Unless the Product is faulty, damaged, incorrectly supplied or we have expressly agreed otherwise, you are responsible for the direct cost of returning the Product.

23.2. This applies to returns from all countries, provided that you were informed before purchase that the return costs would be your responsibility and unless mandatory applicable law provides otherwise.

23.3. We recommend using a secure and trackable shipping method.

23.4. Please retain proof of shipment until your refund has been completed.

23.5. You are responsible for a return shipment until it is delivered to us, except where:

a. Emma Catharina arranged the collection;

b. Emma Catharina selected and instructed the return carrier; or

c. mandatory applicable law provides otherwise.

23.6. Emma Catharina is not responsible for a return parcel lost by a carrier independently selected and instructed by you.

23.7. You may need to submit a loss or damage claim directly to that carrier.

24. International returns and customs documentation

24.1. Customers returning Products from outside the European Union are responsible for correctly completing all customs documentation.

24.2. The parcel should be clearly identified as returned merchandise where appropriate.

24.3. You must not declare the return as a new commercial sale.

24.4. Customs duties, import taxes, brokerage fees or other charges caused by incorrectly completed return documentation may be deducted from the refund where legally permitted.

24.5. Import duties and taxes originally paid directly to a customs authority, government authority or delivery provider were not received by Emma Catharina.

24.6. These amounts cannot normally be refunded by us. You may need to request reimbursement directly from the relevant authority.

25. Condition of returned Products

25.1. You may inspect and try on a Product in the same way that would reasonably be permitted in a physical shop.

25.2. Returned Products should be:

a. unworn other than for reasonable fitting;

b. unwashed;

c. unaltered;

d. clean;

e. free from stains, make-up, perfume, deodorant, odours, hair or other signs of use; and

f. returned with original labels and tags where removing them was not necessary to inspect the Product.

25.3. Please return the Product in its original packaging where reasonably possible.

25.4. The absence or damage of the original packaging does not automatically remove your statutory right of withdrawal.

25.5. You must package the Product securely to prevent damage during return transport.

25.6. You are responsible for any reduction in value caused by handling or using the Product beyond what was necessary to determine its nature, characteristics, fit and functioning.

25.7. Where a Product has decreased in value because of unnecessary handling or use, we may deduct a reasonable and proportionate amount from the refund.

25.8. We will not automatically refuse an entire return solely because the original packaging is missing or damaged.

26. Products excluded from returns

26.1. The statutory or voluntary right of return may not apply to:

a. Products manufactured according to your individual specifications;

b. clearly personalised Products;

c. Products embroidered, printed or altered specifically at your request;

d. sealed Products that are unsuitable for return for health-protection or hygiene reasons where the seal has been broken after delivery;

e. Products that have become inseparably mixed with another item after delivery; or

f. other Products lawfully excluded from the right of withdrawal.

26.2. An exclusion will only apply where the relevant legal requirements have been met and you were informed about the exclusion before purchasing.

26.3. Selecting a standard size, colour or other standard option offered on our website does not normally make a Product personalised.

26.4. A standard Product described as made to order is not automatically excluded from returns merely because production begins after the order is placed.

27. Sale and discounted Products

27.1. Products purchased during a sale, promotion or archive sale, or using a discount code, are subject to the same statutory withdrawal rights as full-price Products.

27.2. A qualifying return will be refunded using the original payment method.

27.3. We will not replace a monetary refund with store credit unless:

a. you expressly agree to receive store credit; or

b. you originally paid using store credit or a gift card.

27.4. Lawful exclusions for personalised, hygiene-sensitive or other excluded Products continue to apply.

28. Refunds for the European Union, European Economic Area and United Kingdom

28.1. If you are a consumer residing in the European Union, European Economic Area or United Kingdom and you validly withdraw from your entire eligible order, we will refund:

a. the purchase price of the eligible returned Products; and

b. the cost of the least expensive standard delivery method offered for the original order.

28.2. If you selected a more expensive delivery method, such as express delivery, only the equivalent cost of the least expensive standard delivery method will be refunded.

28.3. If you return only part of an order, the original delivery costs will not normally be refunded unless:

a. the delivery costs would have been lower had only the retained Products originally been ordered; or

b. mandatory applicable law requires otherwise.

28.4. We will process the refund without undue delay and within the period required by applicable law.

28.5. We may withhold the refund until:

a. we have received the returned Products; or

b. you have provided satisfactory evidence that the Products have been sent back,

whichever occurs first.

28.6. Refunds will be issued using the same payment method used for the original purchase unless you expressly agree to another method.

28.7. We do not charge a fee for processing the refund.

28.8. Your bank or payment provider may require additional time before the refund appears in your account.

29. Refunds for countries outside the European Union, European Economic Area and United Kingdom

29.1. For voluntary returns from countries outside the European Union, European Economic Area and United Kingdom, we will refund the purchase price of the eligible returned Products.

29.2. The original shipping costs are non-refundable.

29.3. This exclusion does not apply where:

a. the Product was faulty or damaged;

b. an incorrect Product was supplied;

c. the order was not delivered in accordance with the agreement;

d. Emma Catharina expressly agrees otherwise; or

e. mandatory consumer law requires the shipping costs to be refunded.

29.4. We may withhold the refund until we have received and inspected the returned Products.

29.5. Refunds will be issued using the original payment method unless otherwise agreed.

30. Deductions from refunds

30.1. We may make a reasonable deduction from a refund to reflect an actual reduction in the value of a Product caused by handling or use beyond what was necessary to inspect it.

30.2. A deduction may also be made for reasonable direct costs caused by:

a. incorrectly completed customs documentation;

b. an incorrect or incomplete delivery address;

c. an unclaimed parcel;

d. an unjustified refusal of delivery; or

e. damage caused by insufficient return packaging,

provided that the deduction is legally permitted and the costs were not caused by Emma Catharina or our delivery provider.

30.3. Any deduction will be reasonable, proportionate and based on the actual circumstances.

31. Original and return shipping costs

31.1. For a complete statutory withdrawal by a consumer in the European Union, European Economic Area or United Kingdom, we will refund the least expensive standard outward delivery cost offered for the original order.

31.2. Express or premium delivery surcharges are non-refundable beyond the amount of the standard delivery method.

31.3. Original delivery costs are not normally refunded for partial returns, unless:

a. the original delivery cost would have been lower for the retained Products alone; or

b. mandatory applicable law requires otherwise.

31.4. Original delivery costs are not refunded for voluntary returns from other countries, unless mandatory law or another exception in this policy applies.

31.5. Return shipping costs are not refunded unless:

a. the Product is faulty;

b. the Product was damaged before or during delivery;

c. an incorrect Product was supplied;

d. we expressly agreed to cover the costs; or

e. mandatory applicable law requires reimbursement.

32. Faulty, damaged or incorrect Products

32.1. Your right to receive a conforming Product is separate from the right of withdrawal.

32.2. If a Product is faulty, damaged, incorrectly supplied or does not correspond with its description, submit a request through the Return Portal or contact info@emmacatharina.com.

32.3. Please include:

a. your order number;

b. an explanation of the issue; and

c. clear photographs where reasonably possible.

32.4. Do not return the Product before reviewing the return instructions provided by us.

32.5. Where your complaint is valid, Emma Catharina will provide an appropriate remedy.

32.6. Depending on the circumstances, this may include:

a. repair;

b. replacement;

c. an appropriate price reduction; or

d. cancellation and a refund.

32.7. Reasonable return shipping costs for a valid faulty, damaged or incorrect-Product claim will be covered or reimbursed by Emma Catharina.

32.8. Normal wear and tear, accidental damage, improper use, incorrect washing, failure to follow care instructions or unauthorised alterations are not manufacturing defects.

32.9. Nothing in this policy limits your mandatory legal guarantee rights.

33. Exchanges

33.1. We cannot guarantee that another size, colour or Product will remain available while a return is being processed.

33.2. Unless otherwise agreed with our customer service team, please return the original Product and place a new order for the preferred Product.

33.3. A replacement supplied because a Product is faulty or incorrectly delivered is not treated as a voluntary exchange.

34. Product appearance

34.1. We take reasonable care to display Product colours, materials, details and proportions accurately.

34.2. The appearance of colours may vary depending on your device, screen settings, lighting conditions and photographic processing.

34.3. Minor differences between an image and the physical Product do not automatically mean that the Product is faulty, provided that it still corresponds with its description and meets the quality you may reasonably expect.

34.4. Some Products may be handmade, hand-finished or produced in small quantities. Minor variations arising from the production process may form part of the Product’s character.

35. Contact

For questions concerning shipping, delivery, the Return Portal or returns, contact:

Emma Catharina
Email: info@emmacatharina.com
Website: www.emmacatharina.com