Refund & Return Policy
Last updated: September 26, 2026
Our approach
MzEmily.com is operated by MLECD Solutions, LLC. We remain your point of contact when an order is damaged, defective, incorrect, delayed, missing, or otherwise not as promised. We handle communication with the supplier or fulfillment partner and any return authorization on your behalf; you do not need to negotiate with a wholesaler to resolve your order.
Return requests
To request a return, email returns@mzemily.com within 30 days after delivery. Include your order number, the email address used at checkout, the item involved, and a brief explanation. Wait for written authorization and return instructions before mailing anything.
For a change-of-mind return, an item must generally be unused, unopened, unwashed, unworn, in its original sealed packaging, and in resalable condition with tags and protective seals intact.
Items generally not eligible for change-of-mind returns
- Opened, used, or tested intimate products or products intended for body contact
- Opened lubricants, cleaners, cosmetics, fragrances, bath and body products, consumables, or edible products
- Worn or tried-on underwear, panties, thongs, hosiery, bodystockings, intimate lingerie, or similar hygiene-sensitive apparel
- Items missing original packaging, tags, seals, accessories, manuals, chargers, or components
- Gift cards, downloadable products, personalized items, clearance items marked final sale, or products prohibited from return by law
This hygiene exception does not eliminate your rights when an item arrives defective, damaged, incorrect, or materially different from what was ordered.
Damaged, defective, incorrect, or incomplete orders
Contact support@mzemily.com promptly after discovering a problem. We may request reasonable documentation, such as photographs of the item, packaging, shipping label, lot number, or visible damage. We never require explicit photographs or images showing an intimate product in use. Please keep the item and packaging until we tell you whether they are needed.
After review, a reasonable resolution may include replacement, shipment of missing parts, refund to the original payment method, store credit by mutual agreement, or another accepted solution. For a low-value damaged item, we may waive physical return when documentation reasonably establishes the claim.
Cancellations
Contact us immediately if you need to cancel. We will try to stop an order that has not entered fulfillment, but cancellation is not guaranteed once processing or shipment has begun.
Return shipping
For an approved change-of-mind return, the customer is generally responsible for return shipping, and original shipping charges are generally nonrefundable. When the return results from our error, a defective product, shipping damage, or another covered problem, we will provide an appropriate return method or reimbursement when return shipping is required.
Refund timing
We submit approved refunds to the original payment method within five business days of final approval, or sooner where required by law. When a physical return is required, final approval follows receipt and inspection of the authorized return. We notify you of the outcome. Business days are Monday through Friday, excluding United States federal holidays.
We do not delay an approved customer refund while waiting for reimbursement from a supplier or fulfillment partner. Store credit is an alternative only by mutual agreement. Your bank or card issuer controls when the credit appears after we submit it and may require additional processing time.
Contact
Returns: returns@mzemily.com
Order support: support@mzemily.com