Please ensure that you have read our terms and conditions before placing an order with Ems Bakehouse. By placing an order, you accept all terms outlined below. 

DELIVERY

• We work hard to get all your orders out as soon as possible, but please be aware that our turnaround time is 7-14 business days. 
• Once your parcel has left our care, we are not responsible for any loss or damage.
• During busier periods, such as Christmas & special holidays, our delivery times may be longer than normal.
• If you require an item before a certain date, please get in touch with us at emma@emsbakehouse.com before placing your order. We will endeavour to help where we can!

RETURNS

• To be eligible for a return, your item must be unused, in its original packaging, and accompanied by your proof of purchase.
• As all of our items are used with food, we are unable to accept returns for used items for health and safety reasons.
• You will be responsible for paying for your own return shipping costs. Shipping costs are non-refundable.
• Personalised/custom orders cannot be cancelled if production has already started. 
• Payment must also be made upfront for all custom orders.
• We do not accept returns for sale items and personalised/custom orders.
• Returns cannot be accepted for occasions that have passed; for example, you cannot return a Christmas stamp after our Christmas launch has sold out/is no longer stocked.

REFUNDS

• Postage & packaging is non-refundable once an order has been placed.
• Custom items are non-refundable.
• Once we have received your item back, we will complete a full inspection and then update you with the status of your refund.
• If you are eligible for a refund you will be refunded within 3-5 business days, please note that some refunds take longer depending on your payment method.
• If you have not adhered to the above terms and your item has been used, it will be returned to you without a refund.
• If you receive a refund, the cost of shipping will be deducted from the total.

CANCELLATIONS

Please be aware that our team have a quick turnaround time, so we will begin production of your order quickly.

Unfortunately, we cannot amend/add to your order once it has been placed. If you wish to make amends, your order will have to be cancelled and replaced.

Your order can only be cancelled if we have not yet processed your order.

If you wish to cancel your order, please contact us immediately and provide as much detail as possible.