FAQ Policy Page
FAQ
Last updated: Today
Frequently Asked Questions
How long does shipping take?
Orders are usually processed within 1 to 3 business days.
After dispatch, delivery usually takes 3 to 7 business days.
Delivery times are estimates and may vary during busy periods or due to carrier delays.
Where do you ship from?
Some orders are shipped directly from our trusted suppliers.
This may include suppliers located overseas, including China.
We use this fulfilment model to improve efficiency and reduce unnecessary handling delays.
Do you offer free shipping?
Yes, we offer free shipping across Canada.
Do you offer returns?
Yes, Emma Montreal Atelier offers a 30-day money-back guarantee.
Please contact us within 30 days of receiving your order at:
How do I start a return?
Email us at:
Please include:
- Your full name
- Your order number
- The reason for your return
- Clear photos if the item is damaged, faulty, or incorrect
Who pays for return shipping?
For change-of-mind returns, size exchanges, or unwanted items, the customer is responsible for the return shipping costs.
If the approved return address is with one of our suppliers in China, the customer is responsible for arranging and paying for the return shipment.
Nothing in this policy limits your rights under applicable Canadian consumer protection laws.
When will I receive my refund?
Once your return has been received and approved, we will process your refund to your original payment method.
Please allow your bank or payment provider additional time to complete the refund.
What if my item is faulty or incorrect?
Please contact us as soon as possible at:
Include your order number, a description of the issue, and clear photos of the product.
We will review the issue and help you with the next steps.