Return & Refund Policy

At Emily & Rose, we carefully select and inspect the products offered through our store. We encourage customers to review product descriptions, sizing information, colours, materials and estimated delivery times carefully before placing an order.

This Return & Refund Policy explains when a return, replacement, store credit or refund may be available.

By placing an order through www.emilyenrose.com, you acknowledge that you have reviewed and accepted this policy.

Nothing in this policy limits any mandatory rights or remedies available under applicable Canadian consumer protection law.

1. Thirty-Day Request Period

Requests concerning an eligible product must be submitted within 30 calendar days of confirmed delivery.

Submitting a request within this period does not automatically guarantee a return or refund. Each request is assessed individually based on the circumstances, the condition of the product and the evidence provided.

Requests submitted after 30 days may be declined, except where applicable law requires otherwise.

2. Change-of-Mind Returns

We do not provide free returns for:

• A change of mind.
• Ordering the wrong size.
• Selecting the wrong colour or product.
• Personal preference.
• A product no longer being wanted.
• Minor colour differences caused by screen or display settings.

A change-of-mind return may be approved at our discretion when all eligibility requirements are met.

Where such a return is approved:

• The customer is responsible for all return shipping costs.
• Original shipping charges are not refundable.
• The product must be returned to the address provided by our customer support team.
• The return must be sent using a tracked shipping service.
• A refund will only be considered after the item has been received and inspected.

Do not return an item without written authorization from Emily & Rose.

3. Return Eligibility

To be eligible for an approved return, the product must:

• Be unworn, unused and unwashed.
• Have all original tags and labels attached.
• Be in its original condition.
• Be free from stains, odours, makeup, deodorant, pet hair or other signs of wear.
• Not have been altered, damaged or washed.
• Be returned with its original packaging where reasonably possible.
• Match the product associated with the original order.

We reserve the right to decline a return if the product does not satisfy these conditions.

4. Non-Returnable Items

The following items are not eligible for change-of-mind returns:

• Gift cards.
• Personalized or custom-made products.
• Hygiene-sensitive products that have been opened, worn or used.
• Items marked as Final Sale.
• Clearance products expressly marked as non-returnable.
• Items that have been worn, washed, damaged or altered.
• Items without their original tags.
• Items returned without prior authorization.
• Items submitted outside the 30-day request period.

Discounted items are not automatically Final Sale unless this is clearly stated on the product page or during checkout.

5. How to Submit a Request

Before sending any product, contact us at:

info@emilyenrose.com

Your email must include:

• Your full name.
• Your order number.
• The product concerned.
• A clear explanation of the issue.
• Clear photographs or video of the complete product.
• Photographs of the label, packaging and shipping label where relevant.

We may request additional photographs or information to assess your request.

Please do not send a product to the sender’s address shown on the parcel. That address may belong to a carrier, supplier or fulfilment facility and may not accept customer returns.

Unauthorized returns may be refused and may not qualify for a refund.

6. Damaged, Defective or Incorrect Products

Please inspect your order promptly after delivery.

If your product arrives damaged, defective or materially different from what you ordered, contact us as soon as reasonably possible at:

info@emilyenrose.com

Please provide:

• Your order number.
• A clear description of the issue.
• Photographs or video clearly showing the defect or damage.
• A photograph of the full product.
• A photograph of the packaging and shipping label.

Normal variations in stitching, measurements, colour appearance or packaging that do not materially affect the use of the product are not automatically considered defects.

After reviewing the evidence, we may offer one of the following remedies, depending on the circumstances:

• A replacement product.
• A partial refund.
• Store credit.
• A full refund.
• Another appropriate remedy required by applicable law.

The remedy offered will depend on the nature and severity of the issue, product availability and applicable consumer protection requirements.

7. Returnless Resolutions

In some cases, returning a product may be impractical because of international fulfilment costs or logistics.

Where we approve a refund, replacement or store credit, we may determine that the item does not need to be returned.

A returnless resolution is granted solely at our discretion and does not create an entitlement to keep a product while automatically receiving a refund.

We may refuse a returnless resolution where information is incomplete, inconsistent or suggests misuse of the policy.

8. Replacements

Where a product is confirmed to be damaged, defective or incorrect, we may offer a replacement subject to availability.

Replacement orders may require additional processing and delivery time.

A replacement will normally be sent only once per affected product. A replacement may not be issued where:

• The wrong size or product was ordered by the customer.
• The shipping address supplied was incorrect.
• The evidence does not demonstrate a product defect or fulfilment error.
• The product has been used, washed or altered.
• The request appears fraudulent or abusive.

9. Partial Refunds

A partial refund may be offered where:

• The issue is minor and does not prevent normal use.
• The customer chooses to keep a product with a minor defect.
• Part of an order is affected.
• A reasonable price adjustment resolves the issue.

A partial refund will only be issued after the customer accepts the proposed resolution.

10. Refund Processing

Approved refunds are issued to the original payment method.

We aim to process approved refunds within 7 business days. Financial institutions and payment providers may require additional time before the funds appear in the customer’s account.

The following charges are generally not refundable:

• Original shipping charges.
• Optional expedited shipping charges.
• Return shipping costs.
• Customs duties or brokerage fees.
• Costs caused by an incorrect or incomplete address.

These exclusions do not apply where a refund of such charges is required by law.

11. Exchanges

We do not currently offer direct exchanges.

Customers wishing to purchase a different size, colour or product should place a new order. An eligible original product may be considered under this policy separately.

Placing a replacement order does not automatically guarantee that the original purchase qualifies for a refund.

12. Sizing and Product Information

Customers are responsible for reviewing the size guide, product measurements, materials and product description before ordering.

Sizes may vary between products and suppliers. Customers should not rely solely on the size normally worn with another brand.

A product fitting differently than expected does not automatically mean the product is defective.

Where measurements materially differ from the measurements published on the product page, please send clear photographs showing the product measured on a flat surface.

13. Colour and Appearance

We make reasonable efforts to display products accurately.

However, colours may appear slightly different depending on:

• Screen settings.
• Device type.
• Lighting conditions.
• Photography.
• Production batches.

Minor colour variations do not automatically qualify as a defect. Material differences from the product description will be assessed individually.

14. Order Cancellations

Orders may enter processing shortly after they are placed.

Cancellation requests must be submitted immediately to:

info@emilyenrose.com

We cannot guarantee cancellation once an order has entered processing or has been forwarded to our fulfilment partner.

Once an order has shipped, it cannot be cancelled. Any subsequent request will be assessed under this Return & Refund Policy.

15. Incorrect Shipping Information

Customers are responsible for entering a complete and accurate delivery address.

Emily & Rose is not responsible for orders that cannot be delivered because the customer provided:

• An incorrect address.
• An incomplete address.
• An incorrect postal code.
• An incorrect unit or apartment number.
• Incorrect contact information.

Where possible, we will try to assist with an address correction before shipment, but changes cannot be guaranteed.

Additional costs for reshipping or replacing an order due to incorrect customer information may be charged to the customer.

16. Refused or Unclaimed Packages

Where a package is refused, unclaimed or returned because the customer failed to collect it, any refund will be assessed after the shipment status and incurred costs have been verified.

Actual shipping, processing, return or handling costs may be deducted from an approved refund where permitted by law.

Refusing delivery is not a valid substitute for following the return request procedure.

17. Delayed Orders

Estimated delivery times are estimates and not guaranteed arrival dates unless expressly stated otherwise.

Carrier delays, customs processing, weather, peak periods and other events outside our reasonable control may affect delivery.

A delayed order does not automatically qualify for a refund while it remains in transit. However, we will respect any cancellation or refund rights that apply where an order is not delivered within a legally required or contractually promised period.

For example, Ontario provides certain cancellation rights where goods are not delivered within 30 days after the promised delivery date.

18. Lost Orders

If tracking indicates that an order may be lost, contact us with your order number.

We may first open an investigation with the shipping carrier or fulfilment partner. Depending on the outcome, we may provide:

• A replacement.
• A refund.
• Another appropriate resolution.

An order will not automatically be considered lost solely because tracking has not updated for a short period.

19. Packages Marked as Delivered

Where carrier tracking shows that a package was delivered, the customer should first:

• Check the delivery location.
• Check with household members.
• Check with neighbours.
• Contact the local carrier.
• Review any delivery photograph or notice.

We may assist with a carrier investigation. A refund or replacement is not guaranteed where reliable tracking confirms delivery, unless the investigation indicates that the package was misdelivered or lost.

20. Policy Abuse and Fraud Prevention

We may reject a request, limit future purchases or take other reasonable action where we suspect:

• False damage or defect claims.
• Manipulated photographs.
• Repeated claims involving delivered orders.
• Return of a different product.
• Deliberate product damage.
• Chargeback abuse.
• Fraudulent payment activity.
• Repeated misuse of promotional or refund policies.

We may maintain relevant order and communication records to investigate disputes and protect our legitimate business interests, in accordance with our Privacy Policy and applicable law.

21. Chargebacks and Payment Disputes

Please contact us first if there is a problem with your order. We will make reasonable efforts to investigate and resolve legitimate issues.

Where a chargeback or payment dispute is opened, we may provide the payment provider with relevant information, including:

• Order details.
• Tracking and delivery confirmation.
• The policy accepted at checkout.
• Customer correspondence.
• Photographs or video.
• Replacement or refund records.

Nothing in this section prevents a customer from contacting their bank or payment provider regarding an unauthorized transaction or unresolved legitimate dispute.

22. Changes to This Policy

We may update this policy to reflect changes to our products, fulfilment processes or legal obligations.

The version made available at the time of purchase will generally apply to that order, unless applicable law requires otherwise.

23. Contact Us

For questions or requests concerning this policy, contact:

Emily & Rose

Email: info@emilyenrose.com

Website: www.emilyenrose.com