Refund policy
Return & Refund Policy
At Pointe Emma, each piece is created with care. Many of our products are made to order, and we kindly ask that you review your order details before completing your purchase.
Made-to-Order Merchandise
Our printed merchandise, including apparel, tote bags, posters, and stickers, is produced specifically for each order.
As these items are made to order, we do not accept returns or exchanges due to a change of mind, incorrect size or color selection, or other customer ordering errors, except where required by applicable law.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, misprinted, or different from what you ordered, please contact us within 30 days of delivery at:
Please include your order number, a description of the issue, and clear photographs of the affected item.
Once the issue has been reviewed, we will arrange a replacement or refund at no additional cost, as appropriate.
Please do not return any items without contacting us first. If a return is necessary due to our error, we will provide instructions and cover the return shipping costs.
Lost Packages
If your order has not arrived, please contact us within 30 days of the estimated delivery date.
We will investigate the shipment and, if the package is confirmed lost, arrange a replacement or refund.
Incorrect Shipping Addresses
Customers are responsible for providing accurate and complete shipping information. If an order is returned or requires reshipment due to an incorrect or incomplete address, additional shipping charges may apply.
Order Cancellations
For made-to-order merchandise, cancellation requests can only be accommodated before production has started.
Please contact us as soon as possible after placing your order. Once production has begun, cancellations cannot be accepted, except where required by applicable law.
Original & Custom Artwork
Original artworks and commissioned or personalized artwork are not eligible for returns due to a change of mind, except where required by applicable law.
Custom artwork orders may be canceled before work has begun. Once the creative process has started, cancellations and refunds are generally unavailable, except where required by applicable law.
If an original or commissioned artwork arrives damaged or does not match the agreed specifications, please contact us so we can arrange an appropriate resolution.
Commercial Artwork Licenses
Commercial Artwork Licenses are governed by our Commercial Licensing Terms.
Cancellation may be requested before the written License Confirmation has been issued and the licensed artwork files have been delivered.
Once the License Confirmation has been issued and the artwork files have been delivered, cancellations and refunds due to a change of mind are generally not accepted, except where required by applicable law.
If Pointe Emma is unable to provide the purchased license, a full refund of the license fee will be issued.
For full licensing conditions, please refer to our Commercial Licensing Terms:
https://pointeemma.com/pages/commercial-licensing-terms
Refund Processing
Approved refunds will be issued to the original payment method.
The time required for the refund to appear in your account may vary depending on your payment provider or financial institution.
Your Legal Rights
Nothing in this policy limits any rights or remedies available to customers under applicable consumer protection laws.
Contact
For questions about returns, refunds, cancellations, or order issues, please contact:
Pointe Emma
https://pointeemma.com