Returns & Refund Policy
Emma’s Choice Returns & Refund Policy
Last updated: August 21, 2026
At Emma’s Choice, we want you to feel good about what you order. If something isn’t quite right, we’re here to help.
We offer a 30-day return period on eligible items, starting from the date your order is delivered.
Please read the conditions below before requesting a return.
1. 30-Day Returns
You may request a return within 30 days of delivery.
To be eligible for a return, your item must:
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Be unworn and unused
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Be unwashed
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Be in its original condition
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Have all original tags attached
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Be returned with its original packaging where reasonably possible
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Show no signs of wear, washing, perfume, makeup, deodorant, damage or alteration
Trying an item on to check the fit is of course fine.
Emma’s Choice reserves the right to decline a return where an item does not meet these conditions.
2. How to Request a Return
Please do not send a product back without contacting us first.
To request a return, email:
Please include:
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Your full name
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Your order number
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The item you would like to return
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The reason for the return
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Photos if the item is damaged, defective or incorrect
Our customer care team will review your request and send you the appropriate return instructions and return address.
Once your return has been approved, please ship it within 7 days of receiving the return instructions.
Do not return an order to the address shown on the original parcel. Our fulfilment and return locations may be different, and unauthorized returns may not be received or processed.
3. Return Shipping Costs
For returns due to:
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Change of mind
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Fit preference
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Ordering the wrong size
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Ordering the wrong colour
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No longer wanting the item
the customer is responsible for return shipping costs.
Original shipping charges, including paid express or priority shipping upgrades, are non-refundable unless the product was defective, damaged or incorrectly supplied.
We strongly recommend using a tracked shipping service and keeping your proof of shipment until your refund has been completed.
Emma’s Choice cannot be responsible for a customer return that is lost before reaching the designated return facility.
4. International Return Locations
Emma’s Choice works with international fulfilment partners.
Depending on the product and fulfilment location, an approved return may need to be sent to a return facility outside Canada.
We will always provide the correct return address before you send anything.
Because international return shipping can sometimes be expensive, our customer care team may, at our discretion, offer an alternative solution such as:
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A replacement
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Store credit
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A partial refund without requiring the item to be returned
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Another suitable solution
You are never required to accept an alternative instead of an otherwise eligible standard return.
5. Damaged, Defective or Incorrect Items
If your item arrives:
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Damaged
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Defective
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In the wrong colour or size compared with your order
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Different from the product you ordered
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With an item missing from the order
please contact us as soon as possible at:
Where possible, please contact us within 48 hours of noticing the issue, and in any event as soon as reasonably possible.
Include:
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Your order number
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A description of the problem
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Clear photographs of the item
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A photograph of the packaging where relevant
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A short video if photographs do not clearly show the problem
Once the issue has been verified, we will provide an appropriate solution, which may include:
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A replacement at no additional cost
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A full or partial refund
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A resend of the correct item
For verified damaged, defective or incorrectly supplied products, you will not be required to pay return shipping costs.
In many cases, returning the defective item will not be necessary.
Nothing in this policy limits any rights you may have under applicable Canadian or provincial consumer protection law.
6. Size and Fit Issues
We understand that buying clothing online can make sizing difficult.
If an item does not fit as expected, contact us before returning it.
Depending on the product, we may be able to offer an alternative size or another solution without requiring an international return.
If no alternative solution is available or suitable, the standard 30-day return conditions apply and return shipping is the responsibility of the customer.
Please check the size information shown on each product page before ordering.
7. Refunds
Once an eligible return has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will normally be issued within 7 business days to the original payment method.
After we issue the refund, your bank, credit card provider or payment provider may require additional processing time before the funds appear in your account.
We cannot control processing times imposed by financial institutions.
If more than 15 business days have passed since we confirmed your refund and you have not received it, please contact:
8. Refunds Without a Return
In some situations, returning an item may be impractical or disproportionately expensive.
Emma’s Choice may therefore offer, at its discretion:
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A partial refund while you keep the item
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Store credit
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A replacement
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A full refund without requiring a physical return
Whether such an option is offered depends on the circumstances and does not create an entitlement to a refund without returning an otherwise returnable item.
9. Exchanges
If you need another size or colour, please contact us at:
Depending on availability and the product involved, we may be able to arrange a replacement.
Where a direct exchange is not possible, you can return the original item in accordance with this policy and place a new order for the preferred item.
10. Items That Cannot Be Returned
Certain items may be excluded from change-of-mind returns for hygiene, safety or customization reasons.
These may include:
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Underwear or intimate apparel where hygiene protection has been removed
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Pierced jewellery where applicable
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Personalised or custom-made items
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Gift cards
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Items specifically marked Final Sale before purchase
A product will only be treated as Final Sale where this is clearly disclosed before you place your order.
Final Sale or hygiene exclusions do not remove rights you may have in relation to defective, damaged or incorrectly supplied goods.
If you are unsure whether an item is returnable, contact us before purchasing.
11. Sale Items
Unless an item is explicitly marked Final Sale, discounted and sale items remain eligible for return under the same conditions as regularly priced items.
12. Order Cancellations
We begin processing orders quickly.
If you need to cancel or modify an order, contact:
as soon as possible after placing your order.
We will do our best to accommodate the request, but cancellation cannot be guaranteed once an order has entered processing or has been dispatched.
If an order can no longer be cancelled, you may request a return after delivery in accordance with this policy.
13. Lost Packages
If your tracking information appears to show that a parcel has been lost in transit, contact us and we will investigate the shipment with the delivery partner.
We may ask for additional information or carrier confirmation to support the investigation.
Where a shipment is confirmed as lost, we will provide an appropriate resolution such as a replacement or refund.
If tracking shows a parcel as delivered but you cannot locate it, please first check:
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Around the delivery location
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With household members
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With neighbours where appropriate
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With the local carrier or pickup location
Then contact us if the package still cannot be found.
14. Incorrect Addresses, Refused and Unclaimed Packages
Customers are responsible for providing a complete and accurate delivery address.
If an order cannot be delivered because:
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An incorrect or incomplete address was provided
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The parcel was refused
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The parcel was not collected
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The customer did not respond to reasonable delivery or customs requests
additional shipping or return costs charged to Emma’s Choice may be deducted from any refund where permitted by applicable law.
Please contact us immediately if you notice an error in your shipping address. We cannot guarantee that an address can be changed after processing has begun.
15. Statutory Consumer Rights
This Return & Refund Policy is an additional store policy offered by Emma’s Choice.
Nothing in this policy is intended to exclude, restrict or override any mandatory rights or remedies available to you under applicable federal or provincial Canadian consumer protection laws.
Where applicable law provides you with greater rights than this policy, those legal rights will apply.
16. Contact Us
Questions about a return, exchange or refund?
We’re happy to help.
Emma’s Choice Customer Care
Email: info@emmas-choice.com