Returns Policy

Last updated: 13 May 2026

At émigré, we want you to be able to place your order with confidence. On this page, you can read about how we handle returns, cancellations, refunds and complaints.

The statutory right of withdrawal applies to online purchases, unless a statutory exception applies. As perfume and other fragrance products can be personal and hygiene-sensitive items, clear conditions apply to the return of opened, used or unsealed items.

This returns policy is intended to clearly explain your rights, what we require from you when returning an item, and when you can expect a refund.

Table of Contents

  1. Applicability
  2. Right of withdrawal
  3. Exceptions to withdrawal
  4. Conditions for returns
  5. How do you request a return?
  6. Return period
  7. Return costs
  8. Refunds
  9. Damaged, defective or incorrect products
  10. Complaints
  11. Changes to this returns policy
Article 1

Applicability

  1. This returns policy applies to all purchases made via the online shop of émigré, based in Amsterdam, the Netherlands, trading under the name émigré (“émigré”, “we”, “us” or “our”).
  2. This returns policy applies exclusively to purchases made by consumers (B2C). Different terms may apply to business-to-business (B2B) purchases.
  3. This returns policy supplements émigré’s terms and conditions. In the event of any conflict between this returns policy and the terms and conditions, the provisions of the terms and conditions shall prevail, unless otherwise required by law.
  4. By placing an order via the émigré webshop, the consumer declares that they have taken note of this returns policy.
  5. Émigré reserves the right to amend this returns policy from time to time. The most up-to-date version is always published on the émigré website. The returns policy applicable to an order is always that published at the time of purchase.
Article 2

Right of withdrawal

  1. In the case of a distance sale via the émigré webshop, the consumer has the right to withdraw from the contract without giving any reason within a withdrawal period of fourteen (14) days, provided that no statutory exception applies.
  2. The withdrawal period begins on the day after the consumer, or a third party designated by them (other than the carrier), has received the goods. If an order consists of several products that are delivered separately, the withdrawal period begins on the day after the last product has been received.
  3. To exercise the right of withdrawal, the consumer must clearly inform émigré within the withdrawal period of their decision to withdraw from the contract. This can be done by submitting a withdrawal or return request via the customer account at account.emigre.nl or by email to returns@emigre.nl. Upon receipt of the request, émigré will, where necessary, provide further instructions regarding the return.
  4. During the withdrawal period, the consumer must handle the goods and their packaging with care. The goods may only be unpacked or used to the extent necessary to ascertain their nature, characteristics and functioning, as would reasonably be possible in a high-street shop.
  5. If the consumer exercises their right of withdrawal, the goods must – as far as reasonably possible – be returned in their original condition and in the original packaging, in accordance with émigré’s return instructions.
  6. Certain products may be excluded from the right of withdrawal due to statutory provisions. These exceptions are explained in more detail in Article 3 – Exceptions to the right of withdrawal.
Article 3

Exceptions to withdrawal

  1. The right of withdrawal does not apply to products that are excluded from return by law.
  2. In particular, the right of withdrawal may be excluded for sealed products which, for reasons of health protection or hygiene, are not suitable for return and whose seal has been broken after delivery, in accordance with Article 6:230p of the Civil Code.
  3. The following applies to perfume, fragrance products and other cosmetic products:
    1. Products that were delivered sealed and whose seal has been broken after receipt cannot be returned if they cannot be resold for reasons of hygiene or safety.
    2. Products that have been used beyond what is reasonably necessary to determine their nature, characteristics and functioning are, in principle, not eligible for return, unless there is a manufacturing defect, damage caused during transport or an incorrect delivery by émigré.
    3. Émigré reserves the right to inspect returned products to determine whether the return conditions have been met.
  4. The absence of a personal preference for a fragrance or a changed subjective experience of a perfume after use does not in itself constitute grounds for returning an opened or used product.
  5. Émigré advises consumers who are not yet familiar with a fragrance to first make use of available samples, discovery sets or travel sizes where available.
Article 4

Conditions for returns

  1. To be eligible for a return, the consumer must handle the product with care and, as far as reasonably possible, return it in its original condition and packaging.
  2. The consumer is solely liable for any reduction in the value of the product resulting from use that goes beyond what is necessary to ascertain the nature, characteristics and functioning of the product, as would reasonably be possible in a physical shop.
  3. Where reasonably possible, a return shipment must be returned with all parts, accessories, samples, gift packaging and any promotional items that formed part of the order.
  4. Émigré may refuse or reduce a refund, in whole or in part, if it appears that:
    1. the product has been damaged through careless use;
    2. the product has been used beyond what is reasonably necessary to assess it;
    3. parts of the order are missing that reasonably formed part of the returned product.
  5. The consumer is requested to provide proof of purchase, an order number or other reasonable information so that émigré can process the return correctly.
  6. Returns that have not been notified in advance in accordance with Article 5 – How do you notify a return? may be subject to delays in processing.
Article 5

How do you notify a return?

  1. If the consumer wishes to exercise the right of withdrawal or return a product, the return request must be notified to émigré within the applicable period.
  2. A return can be reported by contacting émigré via returns@emigre.nl, stating at least:
    1. the consumer’s name;
    2. the order number;
    3. the specific products being returned;
    4. where applicable, a brief description of the problem or the reason for the return.
  3. Upon receipt of the return request, émigré will provide further instructions for returning the product, including – where applicable – the return address.
  4. The consumer must pack the product carefully to prevent damage during transport. Émigré is not liable for damage or loss occurring during return transport if the product is inadequately packed.
  5. The risk of the return shipment lies with the consumer until the product has been received by émigré, unless otherwise provided by law or agreed in writing.
Article 6

Return period

  1. Once the consumer has informed émigré of their decision to exercise the right of withdrawal, the product must be returned without undue delay and no later than within fourteen (14) days.
  2. The return period is deemed to have been met if the consumer returns the product before the period of fourteen (14) days has expired.
  3. Émigré advises the consumer to use a shipping method with track & trace, as the risk of loss or damage during return transport lies with the consumer until the return shipment has been received by émigré.
  4. If a return is received outside the statutory or reasonable period without prior written consent from émigré, émigré reserves the right to refuse the return or not to process a refund, to the extent permitted by law.
Article 7

Return costs

  1. The direct costs of returning a product are borne by the consumer, unless expressly agreed otherwise or otherwise required by law.
  2. If émigré has delivered an incorrect product, there is transport damage, or a product is demonstrably defective upon receipt, the reasonable costs of the return shipment are borne by émigré.
  3. Émigré may request the consumer to provide reasonable evidence, including photographs of transport damage, damaged products or incorrect deliveries, so that an appropriate solution can be offered.
  4. Any original delivery costs will only be refunded if the consumer lawfully exercises their statutory right of withdrawal and to the extent required by law.
  5. Additional costs arising from the consumer choosing a more expensive delivery method than the standard delivery offered by émigré are not eligible for a refund.
Article 8

Refunds

  1. If the consumer lawfully exercises their right of withdrawal, émigré will refund all payments received from the consumer, including any standard delivery costs, without undue delay and no later than fourteen (14) days after receipt of the notice of withdrawal.
  2. Émigré may delay the refund until the returned product has been received, or until the consumer has provided proof that the product has been returned, whichever occurs first.
  3. Refunds will be made via the same payment method used for the original transaction, unless expressly agreed otherwise with the consumer.
  4. If there is a reduction in value resulting from use that goes beyond what is necessary to establish the nature, characteristics and functioning of the product, émigré may apply a reasonable reduction to the amount to be refunded, to the extent permitted by law.
  5. If a return does not meet the conditions set out in this returns policy or the applicable legislation, émigré reserves the right to refuse a refund in whole or in part, to the extent permitted by law.
Article 9

Damaged, defective or incorrect products

  1. If a consumer receives a damaged, defective or incorrect product, this must be reported to émigré as soon as possible and preferably within forty-eight (48) hours of receipt via returns@emigre.nl.
  2. The consumer is requested to provide clear photographs and a brief description of the problem, so that émigré can carefully assess the report and offer an appropriate solution.
  3. In the event of transport damage, a manufacturing defect or an incorrect delivery by émigré, émigré shall – at its discretion and to the extent reasonable – arrange for:
    1. replacement of the product;
    2. delivery of the correct product;
    3. an appropriate (partial) refund; or
    4. a full refund if replacement is not reasonably possible.
  4. Émigré may request the consumer to return the product in question before a refund or replacement takes place, unless this cannot reasonably be expected of the consumer.
  5. Normal wear and tear, damage caused by incorrect use, careless storage or a subjective change in the perception of scent after use are not considered to be a defective product.
Article 10

Complaints

  1. If the consumer has a complaint about a product, delivery or the service provided by émigré, we ask the consumer to contact us as soon as possible via hello@emigre.nl or returns@emigre.nl.
  2. Émigré endeavours to handle complaints carefully and fairly and will respond substantively within a reasonable period. If a complaint requires more time, the consumer will receive a message indicating the expected processing time.
  3. Submitting a complaint does not suspend the consumer’s obligations, unless otherwise provided by law.
  4. Consumers in the Netherlands may also submit complaints or reports to the competent supervisory or consumer authorities if there is cause to do so.

Consumers in the Netherlands may also submit complaints or reports to the relevant regulatory or consumer bodies if there is cause to do so.

For cross-border consumer disputes within the European Union, information on consumer rights and dispute resolution options is available via the European Consumer Portal: https://consumer-redress.ec.europa.eu/index_en

Article 11

Changes to this returns policy

  1. Émigré reserves the right to amend or supplement this returns policy from time to time.
  2. Changes to this returns policy come into effect upon publication on the émigré website, unless otherwise stated.
  3. The returns policy applicable to an order is always that published at the time the order was placed.
  4. If any provision of this returns policy proves to be wholly or partially invalid or unenforceable, the remaining provisions shall remain in full force and effect. In that case, the provision in question will be interpreted or replaced in a manner that is as consistent as possible with the original intention and applicable legislation.

Version 1.0 – 13 May 2026