RETURN POLICY

Emily’s Closet

Order Confirmation & Policy Agreement

By placing an order on the Emily’s Closet website, you confirm that you have read, understood, and agreed to this Return & Refund Policy.

By completing your purchase, you acknowledge that:

  • You have reviewed and accepted our return conditions and timeframes.

  • You agree to follow the return procedure as described in this policy.

  • In the event of a dispute or chargeback, this policy and all related order records and communications may be used as supporting evidence.

Returns

If you are not fully satisfied with your purchase, eligible items may be returned within 30 days of delivery, provided all conditions below are met.

Eligibility Requirements

To qualify for a return:

  • The item must be unused, unworn, and unwashed.

  • The item must be returned in its original packaging and original condition.

  • Only standard inspection and handling of the product may have occurred.

  • Return shipping and handling costs are the responsibility of the customer.

Once your return is received, it will be reviewed and processed within 7 business days. Emily’s Closet reserves the right to refuse returns showing signs of misuse, excessive wear, or damage not caused by us.

How to Initiate a Return

To request a return, please follow these steps:

  1. Email info@emilys-closet.com within 30 days of delivery.

  2. Include the following information:

    • Order number

    • Reason for the return

    • Clear photos of the item (required for damaged or defective products)

    • Your full name and shipping address

  3. Wait for confirmation and return instructions before shipping the item.

⚠️ Items sent back without prior approval may be rejected.
We strongly recommend using a tracked shipping service and keeping proof of shipment until your return is completed.

Defective or Damaged Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery at info@emilys-closet.com and provide:

  • Your order number

  • A brief explanation of the issue

  • Clear photos or a short video showing the defect

After verification:

  • A replacement may be offered, subject to availability and the nature of the issue.

  • In some cases, a return of the defective item may not be required.

Replacement orders are generally processed within 7–14 business days.

Lost or Unclaimed Packages

Lost in Transit

If your order appears to be lost during shipping:

  • Contact us with your order number and tracking information.

  • We will assist in opening an investigation with the courier and arrange a replacement or refund once the loss is confirmed.

Refused or Unclaimed Deliveries

If a package is refused, unclaimed, or returned due to an incorrect or incomplete address, a $35 CAD deduction will be applied to your refund to cover administrative and shipping expenses.

Cancellations & Right of Withdrawal

Under Canadian consumer protection regulations, you may withdraw from your purchase within 30 days of receiving your order.

Please note:

  • Orders are processed automatically and cannot be canceled once shipped.

  • If your order has already been dispatched, you may return it after delivery following our return process.

To request cancellation before shipment, email info@emilys-closet.com with a clear withdrawal request.
Return shipping costs remain the responsibility of the buyer.

Chargebacks & Dispute Handling

If you experience any issues with your order, we encourage you to contact us first so we can resolve the matter quickly and fairly.

In the event of a chargeback or dispute, we may submit relevant documentation to your payment provider, including:

  • Order confirmation

  • Shipping and tracking information

  • Email correspondence and submitted photos

Filing a chargeback without contacting us beforehand may delay resolution and may affect future purchasing eligibility.

Important Information

  • All approved returns must be shipped to our central warehouse in Asia at the customer’s expense.

  • Emily’s Closet is not responsible for shipping delays, customs processing, or import clearance issues.

  • For hygiene-sensitive products, returns will not be accepted if the item has been used or is in an unsanitary condition.

  • Returns are not free; shipping and handling fees apply.

Contact Us

If you have any questions regarding this Return & Refund Policy, please contact our Customer Support Team:

📧 info@emilys-closet.com