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Returns & Refunds

Return Enquiries

  1. How do I return my order?
  2. To do so, you just need to send us an email to info@emojistore.com with the following information:

    • Your name and surname
    • Your order number
    • The reason why you want to return it
    • Indicate us if you want a refund or another product.

    After doing that you should expect an email from our happiness department with the instructions to be followed. We average a 5 minutes window response time.

    Please note that you have 30 calendar days to return your order starting from the day you receive it. The item(s) must be:

    • returned within 30 calendar days on date of delivery
    • unwashed
    • unworn
    • undamaged
    • with tags attached

    All five conditions of the Return Policy must be respected in order to get a refund. If there is one conditions missing, the product won’t be accepted and the refund will not be possible.

  3. How many days do I have to return my order?
  4. Subject to the provisions of our Terms and Conditions, you may return the Standard Product received within 30 calendar days (“Return Period”) from the day you receive the Standard Product.

  5. When will I get my refund?
  6. Refunds are processed within 14 days. Our quality assurance team inspects all returned products to confirm whether they meet the requirements of our Return Policy. After that, it takes up to 7 days to make the refund to your payment account. Some banks and credit card providers may take longer to apply the credit to your account.

    Notice that exchange is not limited to exchange for the same product, different size or design. A customer can exchange a pillow for a gymsack for example.

  7. Can I exchange a product?
  8. Yes. Items must be

    • returned within 30 calendar days on date of delivery
    • unwashed
    • unworn
    • undamaged
    • with tags attached

    All five conditions of the Return Policy must be respected in order to make an exchange. If any condition has not been fulfilled, the product will not be accepted and an exchange will not be possible.

    Moreover, the prices does not need to be similar. In case of the exchange product being cheaper or more expensive, we will either reimburse the difference or ask if the client is willing to pay the difference.

    Finally, products acquired full price are exchangeable for full price items exclusively. They can not be exchange for any discounted product or item in promotion. Nevertheless, products acquired in promotion or with a discount are exchangeable for full price product or discounted items.

  9. Will you refund the shipping cost if I return my order?
  10. We will not refund you the shipping/delivery costs in the following situations:

    • The shipment address provided was incorrect or does not exist.
    • The order was cancelled after the shipment has left the warehouse.

    We will refund your the shipping/delivery costs in the following situations:

    • The product received was not what you ordered or a third person ordered for you.
    • The product received was defective.
    • The order was cancelled prior to the shipment leaving the warehouse.
    • The product received did not match with the web image of that item.

  11. Does Alive Digital S.L. provide a Voluntary Return Guarantee?
  12. Yes. This voluntary return guarantee does not affect your legal rights. This means that in addition to your legal statutory right of withdrawal, Alive Digital S.L. also gives you this voluntary return guarantee (in accordance with the following provisions) as a contractual right of return with respect to a standard product ordered.

    If you are not fully satisfied with your Standard Product, you have the right to return the Standard Product as described below, and we shall ensure that you obtain a refund (as outlined below). Simply follow the guidelines explained in the following section:

    Subject to the provisions of our Terms and Conditions, you may return the Standard Product received within 30 calendar days (“Return Period”) from the day you received the Standard Product. In order to meet the deadline, you must return the standard product to us before the deadline expires.

    If the return arrives after the deadline has expired or the Standard Product has been used or damaged beyond normal inspection use, or is not returned in its original packaging, Alive Digital S.L. shall reserve the right to reject the return and shall not give any compensation under this Voluntary Return Guarantee.

    When returning the Standard Product, please follow the instructions.

    The return of Standard Products is at the risk and expense of Alive Digital S.L. as long as these are reasonable expenses and as long as such returns are made in accordance with the Return Policy. Returns not made in accordance shall be at the client’s own risk and expense. The Standard Products, unused, complete and in their original packaging, as far as reasonably possible, must be returned to:

    c/ Vereda de los barros 67 D/E,
    Polígono Ventorro del Cano,
    Alcorcón, Madrid,
    28925,
    Spain

Refund Enquiries

For all valid returns made in accordance with the Purchase Terms & Conditions, Alive Digital S.L. shall reimburse the purchase price and the delivery costs (in case of returned orders being complete) received within 30 days after delivery of the Standard Product.

The length of time of the return while in transit is beyond our control, despite us processing your return immediately upon receipt. A return processing period of at least fourteen (14) days - to receive and to process your return - must therefore be allowed. Although Alive Digital S.L. will normally refund the money within approximately seven (7) days after processing a return, it may take additional time for a bank or credit card company to process a refund and for the refund to reach an account. We shall notify you via email once we have received and processed the returned Standard Product(s).Refunds will be made using the same type of payment as was used making the original purchase.