Return & Refund Policy
Returns and Refund Policy
Last updated: Today
At Emma Montreal Atelier, we want you to feel comfortable shopping with us.
This Returns and Refund Policy explains how returns, refunds, and our 30-day money-back guarantee work.
This policy applies to purchases made through emmamontrealatelier.com.
30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee.
If you are not happy with your order, or if something is not quite right, please contact us within 30 days of receiving your order.
To start a return request, email us at:
Please include:
- Your full name
- Your order number
- The email address used for the order
- The reason for the return
- Clear photos if the item is damaged, faulty, or incorrect
- Any details that help us understand how we can assist you
Our team will review your request and reply with the next steps.
Return Approval
Please do not send any items back before contacting us.
All returns must first be approved by Emma Montreal Atelier via email.
If your return is approved, we will provide the return instructions and the correct return address.
In many cases, returns must be sent directly to one of our suppliers, which may be located in China.
Return Shipping Costs
For change-of-mind returns, size exchanges, or items that are no longer wanted, 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 to that address.
We recommend using a tracked shipping service. Emma Montreal Atelier cannot confirm or complete a return until the returned parcel has been received by the supplier or designated return location.
Tracking Required for Returns
For an approved return, the customer must provide valid return tracking information.
A refund can only be processed after the returned item has been received and confirmed by the supplier or return location.
If a returned parcel is lost in transit and cannot be confirmed as delivered, we may not be able to approve the refund.
Condition of Returned Items
To be eligible for a return, the item should be:
- Unworn
- Unwashed
- Unused
- In its original condition
- Returned with tags and original packaging where possible
Items showing signs of wear, washing, use, damage, perfume, stains, makeup, or alterations may not be accepted.
Items That May Not Be Eligible for Return
Some items may not be eligible for change-of-mind returns, including:
- Gift cards
- Final sale items, where clearly stated
- Personal or hygiene-related items
- Items that have been worn, washed, or used
- Items returned without prior approval
Nothing in this policy limits your rights under applicable Canadian consumer protection laws.
Faulty, Damaged, or Incorrect Items
If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible at:
Please include your order number, a description of the issue, and clear photos of both the item and its packaging.
We will review the issue and work with you to find a suitable solution.
Your rights under applicable Canadian consumer protection laws are not excluded or limited by this policy.
Consumer Rights
Nothing in this policy limits any rights you may have under applicable Canadian consumer protection laws.
If a product does not meet the legal consumer guarantees applicable in your province or territory, you may be entitled to a repair, replacement, refund, or another remedy as provided by law.
Refund Processing
Once your return has been received and approved, we will notify you by email.
If your refund is approved, it will be processed back to your original payment method.
Please allow your bank, card issuer, or payment provider sufficient time to process the refund.
Exchanges
We may offer an exchange or another suitable solution depending on the circumstances and product availability.
Please contact us at:
We will review your request and let you know which options are available.
Order Cancellations
If you need to cancel your order, please contact us as soon as possible at:
If your order has not yet been processed or shipped, we will do our best to cancel it.
If your order has already been processed or dispatched, cancellation may no longer be possible.
Contact Us
For any questions regarding returns, refunds, or your order, please contact us at: