Return Policy
Returns Page
At EmmaVancouver, we want you to be satisfied with your order. Please read our Return & Refund Policy carefully before making a purchase.
30-Day Return Request Period
You may request a return within 30 days after receiving your order.
To be eligible for a return, the item must be unused, unworn, unwashed, undamaged and in its original packaging, including all tags and accessories where applicable.
To start a return request, please contact us at support@emmavancouver.com.
Please do not send any items back before contacting our customer service team. Returns sent without prior approval may not be accepted or processed.
Return Conditions
A return may be accepted if:
The return request is submitted within 30 days after delivery.
The item is unused, unworn, unwashed and undamaged.
The item is returned in its original packaging.
The item is not excluded from return for hygiene, health or safety reasons.
The customer has received the correct return instructions from our customer service team.
We reserve the right to refuse a return if the item does not meet these conditions.
Return Shipping
Return shipping must be arranged by the customer. We do not provide prepaid return labels.
The customer may choose their preferred shipping carrier, but the return must be sent using a tracked shipping method.
The customer is responsible for keeping the shipping receipt and tracking number until the return has been received and fully processed.
We are not responsible for returns that are lost, delayed, damaged or delivered to the wrong address during return shipping.
Return Shipping Costs
The customer is responsible for the direct cost of returning the item.
Return shipping costs depend on the shipping carrier, package size, shipping method and country of shipment. For international returns, these costs may be significant and are often approximately CA$30.00 to CA$70.00, depending on the carrier and package size.
Original shipping costs, if any, are non-refundable unless otherwise required by applicable law or unless the return is due to an error on our part.
Return Address
The address shown on the original package is not automatically the correct return address.
Since we work with multiple suppliers and fulfilment partners, the correct return address may differ per order. Before returning any item, please contact us at support@emmavancouver.com so we can provide the correct return instructions for your specific order.
Returns must not be sent to the sender address shown on the package, to a pickup location, or to any address not provided by our customer service team.
If a return is sent to the wrong address or without prior approval, we cannot guarantee that the return or refund can be processed.
A possible return address may be:
Room 701, 7th Floor, Wanma Songhu Manufacturing Park
No. 35, Jinfu 1st Road, Liaobu Town
Dongguan City, Guangdong Province
P.R. China
Please note that this is not always the correct return address for every order. Always contact us first before sending your return.
Returns must be sent as a door-to-door delivery to the return address provided by our customer service team.
Refunds
Once your return has been received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will be issued to the original payment method used for the order.
Please note that it may take several business days for your bank, credit card provider or payment provider to process and post the refund.
Refunds are normally processed within 10 business days after the returned item has been received and approved.
We reserve the right to withhold or refuse a refund if the returned item is used, worn, washed, damaged, incomplete, returned outside the return period, or otherwise does not meet the conditions of this policy.
Exchanges
We do not guarantee direct exchanges.
If you need a different size, colour or item, please contact us at support@emmavancouver.com. Depending on the situation, we may offer a replacement item, store credit, a partial refund or return instructions.
Damaged, Defective or Incorrect Items
Please inspect your order as soon as it arrives.
If you receive a damaged, defective or incorrect item, please contact us at support@emmavancouver.com as soon as possible and include clear photos or videos of the item received.
We will carefully review the case and provide a suitable solution.
Depending on the situation, we may offer a replacement item, store credit, a partial refund, a full refund, or another appropriate solution.
For the first confirmed damaged, defective or incorrectly delivered item, we may send a replacement package free of charge on a one-time basis.
If the replacement item is also damaged, defective or incorrect, the case will be reviewed again and a refund may then be issued where appropriate.
Lost or Undelivered Packages
If a package is lost or cannot be delivered, we will review the case with the shipping carrier.
For the first confirmed lost or undelivered package, we may send a replacement package free of charge on a one-time basis.
If the replacement package is also lost or cannot be delivered, the case will be reviewed again and a refund may then be issued where appropriate.
Unaccepted or Uncollected Packages
The customer is responsible for accepting the delivery or collecting the package on time from the designated pickup location.
If a package is refused, not accepted, or not collected from the pickup location and is returned to us or to one of our fulfilment partners, we reserve the right to deduct return shipping, handling and processing costs from any possible refund.
A deduction of CA$25.00 may apply for unaccepted or uncollected packages.
This applies in particular if the package was correctly shipped and the failed delivery was caused by refusal of delivery, failure to collect the package, an incorrect or incomplete address, or another reason outside our control.
Incorrect or Incomplete Shipping Address
The customer is responsible for providing a correct and complete shipping address at checkout.
If a package cannot be delivered due to an incorrect or incomplete address, we will review the case with the shipping carrier.
If additional costs arise due to a return shipment, address correction or new delivery attempt, these costs may be charged to the customer or deducted from any possible refund.
Hygiene Products
For hygiene, health and safety reasons, certain products cannot be returned or exchanged once they have been opened, tried on, worn, washed or used.
This applies in particular to products that come into direct contact with the body or sensitive body areas.
Hygiene products include, but are not limited to:
Bras and bralettes
Bikinis and swimsuits
Underwear
Briefs, thongs and bodysuits
Socks and hosiery
Cosmetic and personal care products
Hair care products
Earrings and piercings
Products with direct skin contact
A return is only possible if the product is unopened, unused, unworn and in its original, undamaged packaging.
Please note that this list is not exhaustive. Other products may also be excluded from return or exchange for hygiene, health or safety reasons.
Items That Cannot Be Returned
We do not accept returns for:
Items that have been worn, washed, used or damaged by the customer.
Items without original packaging, tags or accessories where applicable.
Hygiene products that have been opened, tried on, worn or used.
Personalized or custom-made items.
Items that are not suitable for return for health, hygiene or safety reasons.
Gift cards.
Items returned without prior approval from our customer service team.
Items returned to the wrong address.
Partial Refunds
In some cases, we may offer a partial refund as an alternative solution.
A partial refund may be offered if the customer prefers to keep the item, if return shipping costs are high, or if this provides a faster and more practical solution.
Acceptance of a partial refund may mean that the customer keeps the item and that the return request is closed.
Order Cancellations
Due to the fast processing of our orders, cancellation requests can only be reviewed shortly after the order has been placed.
Once an order has been processed, packed, handed over to the shipping carrier, or shipped, cancellation can no longer be guaranteed.
If the order has already been shipped, it will be delivered as usual. After receiving the order, the customer may request a return in accordance with this Return & Refund Policy.
How to Start a Return
To start a return request, please contact us at:
Please include:
Your order number.
The email address used to place the order.
The reason for the return.
Photos or videos if the item is damaged, defective or incorrect.
Our customer service team will review your request and provide the next steps.
Contact
For questions about returns, refunds or exchanges, please contact us at: