Refund Policy
Return & Shipping Policy – Tom & Emma Aspen
Important: Please read our return policy carefully. No exceptions will be made, as you agreed to these terms at the time of purchase.
Returns
Timeframe:
You have 30 days from the date of receiving your product to request a return. After this period, we unfortunately cannot offer a refund or exchange.
Conditions:
Returned items must be in the same condition as received — unused and in the original packaging.
For items where hygiene is important, products must be properly cleaned before starting the return process.
Exclusions:
For hygiene reasons, certain items cannot be returned, including underwear, lingerie, tights, and selected skincare products.
Return Process
To request a return, please email info@tomemma-aspen.com with the following information:
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Your order number
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Reason for the return
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A photo of the product (if damaged)
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Your contact information
Refunds
Procedure:
Once your return is received and inspected, you will receive an email notification confirming approval or rejection of your refund.
If approved, your refund will be processed and automatically applied to your original payment method within 30 days.
Delayed or Missing Refunds:
If you haven’t received your refund after 30 days, please first check your bank account.
If the refund is still not visible, contact us at info@tomemma-aspen.com.
Costs
Return Shipping Costs:
Customers are responsible for return shipping fees. We strongly recommend using a tracked shipping service, as we are not responsible for lost returns.
Returns must be shipped to China, with return shipping costs starting from USD 30, to be paid by the customer.
Exceptions
Defective or Incorrect Items:
If you receive a defective or incorrect item, we will send a replacement at no additional cost.
If an error occurs again with the second shipment, you will receive a full refund.
Order Cancellations:
Orders cannot be cancelled once placed due to our automated processing system.
For any questions regarding returns, please contact info@tomemma-aspen.com.
Shipping & Delivery Information – Tom & Emma Aspen
Below is the average delivery timeline for our orders:
Processing Time:
Orders require 1–3 business days to be processed.
Orders placed on Friday evening or during the weekend may take slightly longer.
Delivery Time:
Once shipped, the average delivery time is 6–12 business days.
Note:
In some cases, delivery may take up to 30 days, depending on order volume, global delays, or holidays.
Placing an Order
Ordering at Tom & Emma Aspen is easy:
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Go to the product page and click “Add to Cart.”
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Select the correct variants and click “Checkout.”
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Enter your shipping details and click “Continue to Shipping.”
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Review your address — all shipping is free as a thank-you to our customers.
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Click “Continue to Payment” to complete your order.
Payment Methods
All payments are securely processed using SSL encryption for a safe checkout experience.
We accept the following payment methods:
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Credit Cards (Visa, Mastercard)
Once selected, click “Complete Order” and follow the instructions from your payment provider.
Free Shipping
We offer free home delivery on all orders — no minimum spend required.
Order Shipping
Found your perfect item? We know you want it fast.
That’s why we aim to process and ship orders as quickly as possible.
To keep prices competitive, shipments may be grouped in bulk once a minimum order volume is reached.
This helps reduce costs and supports a more sustainable supply chain.
Please Note
Due to high demand and seasonal peaks, delivery delays may occur.
Thank you for your patience — we always do our best to dispatch orders promptly.
If you would like same-day shipping, please contact us at info@tomemma-aspen.com and our support team will assist you with the best available option.
