Refund and return policy

Customer-oriented return philosophy

At Kasper Emma, ​​we handle returns on a case-by-case basis with the goal of making our customers truly satisfied. We stand behind our products and want you to love what you receive. We are committed to treating every customer fairly and equitably, and we have found that when we do, our customers treat us the same way in return. Refunds will be applied to the original payment method used for the purchase.

How to return

To request a return, please contact our support team at support@kasper-emma.dk with the following information:

  • Order number

  • Product name

  • Reason for return

Our friendly team will guide you through the return process.

Timeframe for returns

We are confident that you will love your Kasper Emma items, but if not, we accept returns of eligible items within 30 days of purchase . A return fee may apply and is payable during the return process. If this option is not available, a voucher will be issued and the return amount will be deducted from your refund.
Please allow 7–10 business days after receipt for your return to be processed.

Conditions for returns

To qualify for a return you must:

  • The goods must be unused, unopened, unwashed and in original, sealed packaging .

  • Items that show signs of use or damage may be rejected.

Return costs

Returns due to defects, damage, incorrect items or incomplete orders will not incur any restocking fees. Please notify us within 7 days of receiving your order to ensure a smooth process.

Refund upon return

Refunds will only be issued for the value of the product(s) . Shipping fees, including express or international, are non-refundable .

Exchanges

At Kasper Emma we are happy to assist with exchanges. As returning items to our warehouse in China can be expensive and time-consuming, our customer service team can arrange a replacement item .

Please allow up to 12 days for delivery of the new item.
This environmentally conscious method reduces packaging waste and shipping emissions and saves you time.

Bundled orders

Items sold as part of a bundle must be returned together . Individual items from the bundle cannot be returned separately.

Non-returnable items

Products purchased with discount codes, automatic promotions , or marked as final sale (e.g. over 40% off, outlet items) are non-refundable and non-returnable . Please review your choices carefully before purchasing.

That said, we will always do our best to support our customers, and in many cases we still offer exchanges .

Self-service return

If you are eligible, you can use our self-service returns process . Enter your order number and zip code to get started. You will be able to select a reason for return and choose between a refund or exchange.

Once approved:

  • A return link allows you to pay for return shipping (based on carrier rates).

  • A return label will be sent to you via email.

For international returns we cannot provide a return label. You must ship to the nearest return center DDP (Delivered Duty Paid) .
For exchanges, a gift certificate will be issued when tracking shows return progress so you can reorder.

Please note: All fees paid for returns are non-refundable unless your return meets the criteria above (e.g. damaged or incorrect items).

Customs delays

If your return is held at customs, it is typically due to customs clearance or documentation. Kasper Emma cannot pay compensation until the item has been received and released.