Return Policy
Return Policy
Order Confirmation
By placing an order with Émilies Closet, you confirm that you have read and agreed to this Return & Refund Policy.
By completing your purchase, you acknowledge that:
- You understand and accept our return conditions and timeframes
- You agree to follow the return procedure outlined below
- In case of a dispute or chargeback, this policy and all related order records may be used as supporting evidence
Returns
If you are not completely satisfied with your purchase, you may request a return within 30 days of delivery.
Return Conditions
To be eligible for a return:
- Items must be unworn, unused, and unwashed
- Items must be returned in their original condition and packaging
- Products may only have been handled as necessary to assess them
- Return shipping costs are the responsibility of the customer
Once your return is received, it will be reviewed and processed within 7 business days.
Please note: We reserve the right to decline returns if items show signs of wear, damage, or misuse not caused by us.
How to Initiate a Return
To request a return, please contact us within 30 days of receiving your order:
Include the following details:
- Your order number
- Reason for the return
- Photos of the item (if damaged or defective)
- Your full name and shipping address
After your request is reviewed, you will receive return instructions.
Please do not send items back without prior approval. Unauthorized returns may not be accepted.
We recommend using a tracked shipping method and keeping proof of shipment until your return has been completed.
Damaged or Defective Items
If your item arrives damaged or faulty, please contact us within 2 days of delivery at:
Include:
- Your order number
- A short explanation of the issue
- Clear photos or video showing the problem
Once verified:
- We may offer a replacement, depending on availability
- In some cases, a return may not be required
Replacement orders are typically processed within 7–14 business days.
Lost or Undelivered Packages
If your package is lost during shipping:
- Contact us with your order number and tracking details
- We will assist in investigating the issue with the carrier
If the package is confirmed lost, we will arrange a suitable solution (replacement or refund).
If a package is refused, unclaimed, or returned due to an incorrect address, a $35 CAD fee will be deducted from your refund to cover shipping and handling costs.
Order Cancellation
You have the right to cancel your order within 30 days of receiving it, in accordance with applicable consumer protection laws.
However:
- Once an order has been shipped, it cannot be canceled
- In that case, you may return the item after delivery
To request a cancellation before shipment, please email:
Return shipping costs remain the responsibility of the customer.
Chargebacks & Disputes
If you experience any issues with your order, we encourage you to contact us first so we can resolve the matter quickly.
In the event of a chargeback, we may provide your payment provider with:
- Order confirmation details
- Shipping and tracking information
- Communication records
Filing a dispute without contacting us first may delay the resolution process.
Important Information
- Returns must be sent to our designated fulfillment facility
- Shipping fees for returns are not covered by Émilies Closet
- We are not responsible for delays caused by shipping carriers or customs
- Items that are used, worn, or not in hygienic condition may not be accepted