Return & Refund Policy
Your satisfaction is our priority. If something isn't quite right, we offer a 30-day money back guarantee.
Return period
You can request a return within 30 days of receiving your order.
Conditions
- Items must be unworn, unwashed and in their original condition
- Tags and original packaging must be included where possible
- For hygiene reasons, underwear and swimwear can only be returned unopened
How to return an item
- Email us at info@emmajamestoronto.com with your order number and the item(s) you would like to return
- Our team will send you the return instructions and return address
- Send the item back and share your tracking number with us
Please do not send items back without contacting us first, as we cannot process returns sent to the wrong address.
Return shipping costs
Return shipping costs are paid by the customer, unless the item you received is defective, damaged or not what you ordered. In that case, we will cover the costs.
Refunds
Once we have received and checked your return, we will refund the purchase price to your original payment method within 5–10 business days. You will receive an email as soon as your refund has been processed.
Exchanges
Need a different size or colour? Email us and we will help you find the best solution.
Damaged or incorrect items
If your item arrives damaged or you received the wrong item, please email us within 7 days of delivery with your order number and a photo. We will make it right as quickly as possible.