Refund policy

Return & Exchange Policy

At EMBARA, we want you to feel confident with every purchase. We offer a 7-day return and exchange policy, subject to the terms and conditions below.

Please note: Returns and exchanges are not free. For international purchases, customs duties, taxes, and additional shipping or clearance fees may apply.

Terms & Conditions

  1. Return Authorization
    All returns and exchanges must be requested and approved by EMBARA before any items are shipped back. Returns sent without prior authorization will not be accepted.
  2. 7-Day Return Period
    Customers must contact EMBARA within 7 calendar days of receiving their order to request a return or exchange. Once approved, the item must be shipped back within the timeframe provided by our customer service team.
  3. Product Condition
    Returned items must be in their original condition, unworn, unwashed, unused, and free from damage, stains, alterations, or signs of wear.
  4. Original Packaging & Tags
    All original tags, security seals, and packaging must remain intact and attached. Proof of purchase is required.
  5. Non-Returnable Items
    Sale or discounted items, pre-order items, collaboration products, and gift cards are not eligible for returns or exchanges unless the item received is defective, damaged, or incorrect.
  6. Eligible Returns
    Returns are accepted only for items that are defective, damaged upon arrival, or incorrectly shipped by EMBARA. Returns due to change of mind, personal preference, or sizing concerns are not accepted unless otherwise approved by EMBARA.
  7. Refund Policy
    We do not issue cash refunds. Approved returns will be refunded in the form of an EMBARA gift card (store credit), redeemable exclusively for purchases at EMBARA.
    Where a refund to the original payment method is required by applicable consumer protection laws, EMBARA will comply with those requirements.
  8. Exchange Policy
    Each purchase is eligible for a maximum of one approved exchange. All exchanges are subject to product and size availability.
    If the replacement item is of lower value, the price difference will not be refunded. If the replacement item is of higher value, the customer must pay the difference.
  9. Return Shipping Costs
    EMBARA does not provide free returns or exchanges.
    Customers are responsible for all return shipping costs, unless the return is due to an error made by EMBARA or a confirmed product defect.
    Original shipping fees are non-refundable, except where required by applicable law.
  10. International Returns & Customs Fees
    For international orders, customers are responsible for any applicable customs duties, import taxes, clearance charges, return shipping fees, and other costs associated with returning or exchanging an item.
    Please note that customs fees may apply even when returning an item to Indonesia.
    Any additional charges imposed by customs authorities, shipping providers, or third-party logistics companies are outside EMBARA’s control.
    Customers must contact EMBARA before arranging an international return to receive the appropriate shipping and customs instructions.
    EMBARA is not responsible for unauthorized return shipments or additional charges arising from returns arranged without our prior approval, except where otherwise required by applicable law.
  11. Return Inspection & Approval
    All returned items are subject to inspection upon arrival. EMBARA reserves the right to reject returns that do not meet our eligibility requirements.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If you receive an incorrect, damaged, or defective item, contact our customer service team immediately with your order number, photographs, and a description of the issue.

Once the issue has been verified, EMBARA will provide further instructions and arrange an appropriate resolution.

For confirmed errors made by EMBARA, reasonable return shipping costs will be covered by EMBARA in accordance with our instructions.

Return & Exchange Process

To request a return or exchange:

  1. Contact our customer service team within 7 calendar days of receiving your order.
  2. Provide your order number, reason for return, and supporting photographs if applicable.
  3. Wait for confirmation and return instructions from EMBARA.
  4. Ship the item to the designated return address within the approved timeframe.
  5. Once the item has been received and inspected, we will notify you of the outcome.

Approved store credits will generally be issued within 1–3 business days after inspection and approval.

Please allow additional processing time for international returns and customs clearance.

Important Notes

EMBARA reserves the right to reject returns or exchanges that do not comply with the conditions stated above.

For international returns, customers are strongly advised not to ship items back without prior written approval, as unexpected customs charges, import duties, or clearance requirements may arise.

Any return-related charges must be clarified with EMBARA before shipment.

Contact Us

For return and exchange inquiries, please contact:

Email: hello@embaraofficial.com

WhatsApp: +62 889-7314-9716

Return Destination: EMBARA Official Head Office, Indonesia

Our customer service team will assist you with the necessary instructions before you proceed with your return.