Shop Policies & Information

ABOUT US:
Dear Emma LLC was established in August 2018 and our appreciation for our customers continuously grows! We create and ship our products from our smoke free, one (very spoiled) German Shorthaired Pointer friendly home located in Northeast Alabama in the United States. We are a family of a 'mama' (Tiffany-owner), a 'dada' (Curtis-husband), and a very sweet 4-year-old little girl (Emma Caroline). We THANK YOU for shopping small and for your support!


CONTACT US:
E-mail us at hello@dearemma.com for any inquiries.
Please allow up to 2 business days for a response.


TURNAROUND (TAT) & SHIPPING TIMES:
Our Turnaround Time to process your handmade order is a quick 3-5 business days, which excludes weekends and holidays. Please note that Turnaround Time does not include the amount of time that it will take USPS to deliver your package to your home. Once we package your order and drop off to USPS, then USPS shipping time begins. Please also note that shipping times are subject to delays due to the current COVID-19 pandemic. 


USPS DELAYS OR MISTAKES
Dear Emma LLC cannot assume responsibility for USPS delays or mistakes, nor returned packages due to incorrect shipping addresses due to buyer error. We are also not responsible for orders once they have been marked as “delivered” by USPS: this includes, but is not limited to, stolen or damaged packages. Buyer assumes all responsibilities for filing necessary police reports for orders stolen from home after order has been marked as delivered. If your order is lost or delayed in transit, please e-mail us and we will do everything we can to track the status of your order for you.

 

SHIPPING REGIONS:
We now ship internationally!
Please be aware that Dear Emma LLC is not responsible for paying customs fees, duties, or other fees, nor are we liable for packages that are returned to us due to unpaid fees and refunds will not be issued. Customs fees are the sole responsibility of the buyer.

 

RETURNS, REFUNDS, EXCHANGES:
Due to the nature of our products, and, additionally, sanitary concerns during COVID, we do not accept returns or exchanges and we do not issue refunds unless an error has been made by us. However, we want you to be 100% happy with your order.
Please reach out to us for errors within 48 hours of order delivery at hello@dearemma.com to initiate a plan of action. In your email, please include the name on your order and your order number.

 

ORDER CANCELLATIONS:
Customers may request an order cancellation within 6 hours. Please e-mail us as soon as possible at hello@dearemma.com to request a cancellation. Please include your order number and the full name with which you placed your order.
 
CHANGES MADE TO ORDERS:
Changes may not be made to an order once it has been submitted.
This includes, but is not limited to, refunding accidental double-purchases of items or changing a ship-to address. In addition, all discount and promotional codes must be applied by customer during the time of checkout and may not be applied after order has been submitted.

TRACKING YOUR ORDER:
To view the fulfillment status of an order, please sign in to your account and view your orders page. USPS tracking numbers are emailed to you as we fulfill/ship your order - please check your "spam" folder for missed tracking emails. Or, email us and we will be happy to pull up the tracking for you.

 

COMBINED DOMESTIC SHIPPING:
Currently, we do offer combined shipping on open/unfulfilled orders within the United States only. Combined shipping only applies to ‘same name’ and ‘same address’ orders and will only apply to additional orders placed. Shipping on the initial order will not be refunded. Multiple orders’ shipping will also not be added together to achieve the “Free Shipping” tier. Wholesale orders are exempt from combined shipping.

 

PRODUCT COLOR DIFFERENTIATIONS:
Please keep in mind that colors may vary due to different monitor or screen settings.


HARDWARE INFORMATION:
All of our hair bows are attached to alligator clips for longer wear, therefore we do not offer nylon options at this time. Clips are not lined with fabric/ribbon. We offer separate Interchangeable Forever Headbands for purchase on our website.

  

SAFETY & CARE:

OUR PRODUCTS ARE ASSEMBLED WITH VARIOUS SMALL PIECES. 

Please keep in mind that although our products are carefully handmade, they do contain small parts and should require continuous adult supervision.

Small children or pets should not be left unattended with any of our products. Please provide adult supervision at all times. By purchasing from Dear Emma LLC, you are assuming all personal responsibility.

 

 



Click here to view our TERMS OF SERVICE.

Click here to view our PRIVACY POLICY.