Substitution Policy

Substitution Policy for Online Orders

At Emma's Premium Services, we strive to ensure a seamless shopping experience for our valued customers. Due to the dynamic nature of our inventory and the possibility of unforeseen circumstances, there may be instances where certain items become unavailable at the time of order fulfillment. In such cases, we may need to substitute these items with alternatives of equal or greater value to fulfill your order satisfactorily. Please review the following guidelines regarding our substitution policy:

1. Notification of Substitution: By placing an order with Emma's Premium Services, you acknowledge and agree that items listed on our website are subject to availability. While we make every effort to maintain accurate inventory levels, there may be occasions where certain items are out of stock or discontinued. We reserve the right to substitute unavailable items with suitable alternatives without prior notice when substitution preferences are enabled.  **IF YOU ARE USING SHOPPAY, THE ORDER WILL DEFAULT TO ACCEPT SUBSTITUTIONS UNLESS YOU SPECIFY OTHERWISE IN ORDER NOTES**

2. Authorized Substitutions: Our team is trained to select substitutions that closely match the original item in terms of quality, size, quantity, and price whenever possible. Substitutions may include products from the same category or similar items already on your order that we believe will meet your needs and preferences.

3. Communication: In the event that a substitution is necessary for your order, we unfortunately can not contact each customer due to the speed with which fulfillment must occur. Our team follows substitution policy if the order consents to substitutions. 

4. Customer Consent: Your satisfaction is our priority. If you prefer not to receive substitutions or have specific preferences regarding substitutions, please indicate your preferences in the designated section during the checkout process. If no instructions are provided, we will proceed with substitutions as needed based on our discretion.

5. Refund Policy: If a suitable substitute cannot be found or if you are dissatisfied with the substitution offered, you have the option to request a refund for the unavailable item. Refunds will be processed in accordance with our refund policy, and any applicable refunds will be issued to the original payment method or as store credit, at your discretion.

6. Quality Assurance: We are committed to ensuring that all substitutions meet our strict quality standards and are comparable to the original items in terms of value and functionality. If you have any concerns about the quality of a substitution, please contact our customer service team for assistance.

7. Customer Satisfaction: Your feedback is important to us. If you have any questions, concerns, or special requests regarding substitutions or any aspect of your order, please don't hesitate to reach out to our customer service team. We are here to assist you and ensure that your shopping experience with us is exceptional.

8. Policy Updates: We reserve the right to update our substitution policy as needed to reflect changes in our business operations or to comply with legal requirements. Any updates to the policy will be communicated to customers in a timely manner.

By placing an order with Emma's Premium Services, you acknowledge and agree to the terms of our substitution policy outlined above. Thank you for choosing Emma's Premium Services for your online shopping needs. We appreciate your trust and support.

If you have any questions or require further assistance, please contact our customer service team at contact@emmaspremium.com

Sincerely,

Your customer Care Team