Refund policy
We want you to be happy with every piece you order from Emma Queenstown. This policy sets out how returns work, who pays for return postage, what happens if something goes wrong with your parcel and how quickly refunds reach you.
Your 30-day return window
You can send items back within 30 days of the day your parcel is delivered.
What we can accept back
- Items that are unused, unwashed and undamaged.
- Items with the original tags and packaging.
- Items from an order we can identify (your order number or confirmation email).
How to start a return
You can start a return in two ways: by email at support@emmaqueenstown.com or through our contact form. Then:
- Tell us your order number and the reason for the return.
- Within 24 hours we send you the return instructions and the return address.
- Pack the item securely and post it.
- Send us the tracking number for the return parcel.
Please do not post anything back before we confirm your return. The return address can differ from order to order, so parcels sent without approval cannot be accepted.
Who pays for return postage
The cost of posting a return is the customer's responsibility. The exception is an item that is faulty, arrived damaged or is not what you ordered: in those cases we cover the return postage.
We do not charge a restocking fee. The restocking fee is USD 0.
Your parcel has not arrived
Our estimated delivery time is 8–12 business days after dispatch. If your parcel still has not arrived 5 business days after that window, let us know. We will open an investigation with the carrier and then either send the item again or refund you in full.
Your item arrived damaged
Please check your parcel when it arrives. If anything is damaged, email us photos of the item and the packaging within 7 days of delivery. We will replace the item or refund you in full, and you will not pay anything to return it.
You received the wrong item
If the product, size or colour is not what you ordered, tell us. We take the wrong item back at our cost and either send the correct one or, if you prefer, refund you in full.
Exchanges
We exchange items for new, unused stock only. The quickest way to get a different size or colour is to return the item and place a new order for the one you want.
Items that cannot be returned
- Perishable goods.
- Custom-made or personalised items.
- Hygiene or cosmetic products once the packaging has been opened.
- Hazardous materials.
- Gift cards.
Where one of these applies, it is also stated on the product page.
Cancelling an order
You can cancel free of charge within 24 hours of placing your order, as long as it has not been dispatched. Email us with your order number.
How refunds are paid
Once your return arrives and has been checked, we email you to confirm the outcome. Refunds are issued to your original payment method within 7 days. If the money has not appeared 15 business days after we issue the refund, please contact us.
30-day satisfaction guarantee
Every product comes with a 30-day satisfaction guarantee from the date of delivery.
Your rights under New Zealand law
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Under the Consumer Guarantees Act, goods must be of acceptable quality, fit for purpose and match their description, and if they are not you may be entitled to a repair, replacement or refund. New Zealand law does not give a right to return goods simply because you changed your mind, so our 30-day return window is offered on top of your legal rights.
Contact us
Emma Queenstown
DONT SLEEP LLC — Company No. 2026-001979081
Company address: 30 N Gould St Ste R, Sheridan, WY 82801, USA
Returns address: sent to you by email once your return is approved
Email: support@emmaqueenstown.com
Customer service hours: Monday to Friday 9:00–17:00, Saturday and Sunday 10:00–17:00 (New Zealand time)
We aim to reply within 24 hours.
Last updated: 9 October 2026