Refund policy

At Emerald Custom Wear, we take pride in delivering high-quality apparel designed for performance and style. Every item is carefully inspected before shipping to ensure it meets our standards.

Returns

We offer a 14-day return window from the date of delivery.

To be eligible for a return:

  • Item must be unused, unworn, and in original condition
  • Must include original packaging and tags
  • Must be free of makeup, stains, odors, or detergent scents
  • Proof of purchase is required

A 15% restocking fee will apply to all approved returns.

Non-Returnable Items

For hygiene and product integrity, the following items are final sale:

  • Hats
  • Face masks / face buffs
  • Tumblers / drinkware
  • Swim Suits
  • Gift cards

Sale Items

All sale items are final sale and cannot be refunded.

However, we may offer store credit or exchanges (if applicable) at our discretion.

Exchanges

We only replace FREE items if they are:

  • Defective
  • Damaged upon arrival

For size-related exchanges, please contact us first for approval. You will be responsible for 1 shipping cost. 

📧 Email: emeraldcustomwear@gmail.com

Return Process (U.S. Customers)

  1. Contact us at emeraldcustomwear@gmail.com to request a return
  2. Once approved, we will provide a prepaid return label
  3. Ship the item back using the provided label
  4. Once received and inspected:
    • You will receive confirmation
    • A refund or exchange will be processed

⚠️ Return shipping cost will be deducted from your refund unless the item was defective.

Return Address

Emerald Custom Wear
2569 Carr 100 Suite 112
Cabo Rojo, PR 00623

Refunds

Once your return is received and inspected:

  • You will be notified via email
  • If approved, your refund will be issued to your original payment method
  • Processing time: 3–7 business days (depending on your bank)

Refund details:

  • Original shipping cost is non-refundable
  • A 15% restocking fee will be deducted

Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank account
  2. Contact your credit card provider
  3. Contact your bank

If the issue persists, contact us at:
📧 emeraldcustomwear@gmail.com

Shipping Policy (Delivery Times)

  • In-stock items: Ship within 1–2 business days
  • Made-to-order / Print-on-demand: 5–7 business days production

Estimated delivery:

  • Puerto Rico & U.S.: 1-15  business days will depend on USPS service selected
  • International: 7–15 business days

Tracking information will be sent via email once your order ships.

Important Notes

  • We do not guarantee delivery times due to carrier delays
  • Customers are responsible for providing correct shipping information
  • Returns sent without approval may be rejected