Refund policy
Return & Satisfaction Policy
Customer-Friendly • Fair • Straightforward
Last Updated: August 2026
Our Promise
Emily Moore Designs stands behind the quality of our products. If an item arrives damaged, contains a manufacturing defect, or we make an error with your order, please contact us so we can review the issue and provide an appropriate resolution.
We aim to resolve legitimate product and fulfillment concerns fairly, promptly, and consistently.
Voluntary Returns
Unused products purchased directly from Emily Moore Designs may be returned within 30 days of delivery.
To qualify for a voluntary return:
- The return must be requested within 30 days of delivery.
- The item must be unused, undamaged, and in its original packaging.
- Proof of purchase may be required.
- The customer is responsible for return shipping.
- Original shipping charges are not refundable.
Returns received outside these conditions may be declined.
Product Quality Guarantee
Our product quality guarantee applies to reasonable manufacturing defects and product-quality concerns.
It does not cover:
- Ordinary wear and tear
- Improper use or storage
- Accidental damage after delivery
- Damage caused by an incompatible machine or incorrect equipment setup
- Altered products
- Repeated or unsupported claims
- Products purchased from an unauthorized seller
Depending on the circumstances, we may request:
- Your order number or proof of purchase
- Photos of the product and packaging
- Information about how the product was used
- The make and model of your die-cutting machine
- Return of the product for inspection
Our product quality guarantee does not create an unlimited right to return any product at any time for any reason.
How to Request a Return or Report a Problem
Email support@emilymooredesigns.com and include:
- Your order number
- The name of the affected product
- A brief explanation of the issue
- Photos, when the item is damaged, defective, incorrect, or incomplete
We typically respond within 1–2 business days.
Please wait for return approval before mailing an item. Unauthorized returns may not be accepted or processed.
Available Resolutions
Emily Moore Designs will determine the most appropriate resolution based on the circumstances, product condition, order history, available inventory, and cost of the proposed resolution.
Possible resolutions may include:
- Replacement of the affected item
- Store credit
- Refund to the original payment method
- Return of the item for store credit or refund
- Another reasonable solution appropriate to the issue
A specific resolution is not guaranteed until the request has been reviewed and approved.
In some low-cost or documented situations, we may determine that returning the item is unnecessary. This is decided on a case-by-case basis and should not be assumed before approval.
Voluntary Return for Refund or Store Credit
Once a voluntary return is approved, mail the unused product in its original packaging to:
Emily Moore Designs
1821 Austin St.
STE N
Midland, MI 48642
We recommend using a trackable shipping method. Emily Moore Designs is not responsible for a return shipment that is lost or damaged before reaching us.
After the return is received and inspected, we will process the approved refund or store credit.
Refunds are issued for the eligible product purchase price. Original shipping charges and return shipping costs are not refundable unless Emily Moore Designs made the error.
Please allow 5–10 business days after processing for your bank or payment provider to post the refund.
Damaged or Defective Products
If a product arrives damaged or appears to have a manufacturing defect, contact us with your order number and clear photos of:
- The affected product
- The packaging
- Any visible shipping damage
After review, we may approve a replacement, store credit, refund, or another appropriate resolution.
For higher-value items, repeated claims, incomplete documentation, or quality-control concerns, we may request that the item be returned for inspection. Emily Moore Designs will provide or reimburse reasonable return shipping when a confirmed defect or company error requires the product to be returned.
Incorrect or Missing Items
If Emily Moore Designs shipped the wrong item or an item is missing from your package, contact us with your order number and a photo of the items and packaging received.
After verification, we will correct the order at no additional cost to you.
Lost Packages and Delivery Issues
If tracking shows that your order was delivered but you cannot locate it, please first:
- Check with household members
- Check around the delivery location
- Ask nearby neighbors
- Contact your local post office or carrier
- Allow up to 48 hours after the delivery scan, as carriers occasionally scan packages before final delivery
If the package is still missing after 48 hours, contact us. We will review:
- The shipping address
- Tracking and carrier information
- Order value
- Delivery circumstances
- Previous shipment claims
Depending on the findings, the resolution may include a carrier inquiry, replacement, store credit, refund, or another appropriate action.
A replacement or refund is not automatic before the shipment review is completed.
If tracking stops moving before delivery, please allow 2–3 business days for carrier updates before contacting us unless the package is already substantially delayed.
Orders Returned Due to an Incorrect Address
Customers are responsible for entering and confirming a complete and accurate shipping address.
If Emily Moore Designs used an address different from the address provided or confirmed by the customer, we will correct the error at our expense.
If an order is returned because the customer entered or confirmed an incorrect or incomplete address, the customer will be responsible for the new shipping charge before the order is resent.
Order Cancellations
We will try to accommodate cancellation requests before fulfillment begins.
Once an order has entered fulfillment or has shipped, it may no longer be cancelled. After delivery, eligible products may be returned under the voluntary return terms above.
Exchanges
We do not guarantee direct product-for-product exchanges.
When an exchange is appropriate, we may process the original item as a return and arrange a replacement or new order. Any price difference and applicable shipping charges will be communicated before the exchange is completed.
Non-Returnable Items
The following are not eligible for voluntary return or exchange:
- Gift cards
- Digital downloads
- Items marked final sale
- Clearance items identified as non-returnable
- Used, altered, or damaged products unless there is a verified manufacturing defect
- Custom or personalized products unless defective or incorrect
- Items purchased from another retailer
Products purchased from an authorized retailer should generally be returned to that retailer under its return policy. Product-quality concerns may still be reviewed separately with proof of purchase.
Wholesale and Bulk Orders
Wholesale and bulk orders are subject to separate terms and are reviewed case by case.
Wholesale customers should contact us before returning any merchandise. Returns may require prior authorization and may be subject to a restocking fee of up to 15%, depending on:
- The reason for the return
- Order size
- Product condition
- Packaging condition
- Whether Emily Moore Designs made an error
Shipping shortages, damage, pricing adjustments, freight credits, and material wholesale-order changes require review and approval.
Policy Abuse
This policy is offered in good faith. Emily Moore Designs reserves the right to limit or refuse a return, refund, credit, replacement, or other concession when there is reasonable evidence of:
- Excessive or repeated claims
- Multiple concessions within a short period
- Returning used or altered products as unused
- Conflicting or incomplete evidence
- Multiple accounts used to avoid policy restrictions
- Repeated lost-package claims
- Fraudulent or abusive activity
This provision does not affect resolutions for verified Emily Moore Designs errors or legitimate product defects.
Contact
For a return request or order problem, email:
Please include your order number and all relevant details so we can review the request efficiently.
We typically respond within 1–2 business days.