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Our products are dispatched from Berlin, Germany, within 7 business days of purchase.

If an item is currently unavailable, you may have the option to place a pre-order. Pre-order items will be dispatched within one month of the purchase date.

For express shipping requests, please contact us at hola.eme.om@gmail.com.

Shipping costs are calculated during checkout. Every order is sent with tracking, and your tracking information will be emailed to you once your order has been dispatched.

Please note that shipping options, costs, and processing times may differ depending on the item's production time and shipping location. You can find specific details on each product page.

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CUSTOMERS IN GERMANY

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Some items may require up to 15 business days before they are ready to ship.

All orders within Germany are sent via a tracked courier service and require a signature upon delivery.

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INTERNATIONAL ORDERS

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Made-to-order items may require approximately 15–20 business days before dispatch.

While we do our best to ship orders within the indicated timeframe, delivery times may vary due to customs processing and other factors beyond our control. For this reason, we are unable to guarantee a specific delivery date.

If your shipment is delayed by customs, we recommend contacting your local customs authority for further information.

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CUSTOMS & DUTIES

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Any import duties, taxes, or additional customs charges are the responsibility of the customer and are not included in the product or shipping price.

We cannot accept responsibility for parcels that are lost while in transit.

Orders that have been marked as delivered but are subsequently lost, stolen, or not received are not eligible for a refund or replacement.

Please make sure that your shipping address is complete and accurate. We cannot be held responsible for orders affected by incorrect or incomplete address information. If an order is returned to EME OM for this reason, the customer will be responsible for any additional shipping costs required to send it again.

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It usually takes from one to two weeks to deliver within the EU. If you need another kind of shipping please write to hola.eme.om@gmail.com

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We apply the following rates:

GERMANY

Shipping Cost: 5 €

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EUROPE

Shipping Cost: 10 €

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USA & UK

Shipping Cost: 20€

Custom duties and taxes are included. The price displayed is the final price.

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REST OF THE WORLD

Shipping Cost: 50€

Custom duties and taxes not included.

Please take into account that any merchandise sent to your selected country may incur in custom duties that must be paid by the receiver at the moment of delivery.

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+ RETURNS & EXCHANGES

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Items that are in stock and ready to ship are eligible for a return or exchange within 14 days of delivery. To initiate a return or exchange, you must contact us within 3 days of receiving your order.

Returned items must be unworn, unused, and in their original condition. Jewelry may be tried on at home, but please handle each piece carefully, as our jewelry is delicate and requires proper care.

All returns must include the original EME OM packaging, including the brand box and inner tags. These must be returned in their original, undamaged condition, as they are considered an integral part of the product.

Return shipping costs are the responsibility of the customer. Once a return has been approved, the customer is responsible for ensuring that the parcel is securely packaged and arrives safely and in perfect condition at the return address provided by email.

Once we receive the returned item, it will be carefully inspected to ensure that all return conditions have been met. If approved, the corresponding refund will then be processed.

Original shipping charges, where applicable, are non-refundable.

EME OM reserves the right to decline any return that does not comply with the conditions outlined above. In such cases, the customer will be notified by email.

All sample sale purchases are final and cannot be returned or exchanged.

Items ordered in special sizes that are not among the sizes offered on our website are not eligible for return, refund, or exchange.

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HOW TO REQUEST A RETURN

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If you would like to return an item, please email us at hola.eme.om@gmail.com.

Please include the following information in your email:

• Your order number

• The name and size of the item(s) you would like to return

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RETURN PROCESS

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Once your request has been reviewed and approved, our customer service team will send you the return address by email.

• Carefully place the item(s) in their original brand box. Please do not place several pieces together in the same pouch, as this may cause scratches or damage during transport.

• Place the brand box inside a secure cardboard shipping box. We recommend using the original shipping box whenever possible, and make sure the package is properly sealed.

• Send the parcel using the carrier of your choice. We highly recommend choosing a tracked shipping service. EME OM cannot be held responsible for parcels that are lost or damaged while being returned.

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IMPORTANT INFORMATION

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• EME OM is not responsible for parcels that are lost during transit.

• We cannot issue refunds or replacements for parcels that have been confirmed as delivered but are subsequently stolen, lost, or left unclaimed. Please ensure that your delivery address is accurate and that the delivery location is secure.

• We are not responsible for orders that cannot be delivered due to an incorrect or incomplete address. If a parcel is returned to EME OM for this reason, any costs associated with reshipping the order will be charged to the customer.

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