Returns & Refunds

IMPORTANT NOTE: WE DO NOT OFFER FREE RETURNS. ALL RETURN SHIPPING COSTS ARE THE SOLE RESPONSIBILITY OF THE CUSTOMER.

1. RETURNS

Can I return my order? Yes, you can. If you are not satisfied with the items you received, we offer a voluntary return window. You may return the items within 30 days of receiving your delivery.

For a return to be accepted, the following conditions must all be met:

  • The product must include all original parts, components, and packaging, in the exact condition it was received.

  • The product must show only signs of normal handling (any damage caused by misuse, alteration, or careless handling is excluded).

  • Products where hygiene is relevant (e.g., underwear, swimwear) must be completely clean and unworn.

  • If a product arrives defective or damaged, you must provide photographic evidence in your very first contact with us.

We reserve the right to deduct the original shipping costs from your refund. Returns will be processed within 7 business days after the products have been received and inspected at our warehouse. A return will only be accepted if all conditions are fully met. We reserve the right to refuse returns if we suspect the items have been worn, altered, or damaged in a way that is not our responsibility.

How do I initiate a return? If your order meets the conditions above, please follow these steps:

  1. Send an email to: contact@emiliemontreal.com

  2. You must include the following in your email:

    • Order Number

    • Reason for the return

    • Clear photos of the product (in case of damage or defects)

    • Full Name

    • Full Address

Once we receive your request, our team will contact you and provide the correct return address. Never send the return back to the sender's address on the package. Returns must only be sent to the specific warehouse address provided by our support team. Return shipping costs are always the customer's responsibility.

2. ORDER CANCELLATIONS & CANADIAN CONSUMER RIGHTS

Under applicable Canadian and Quebec consumer protection laws, there is no statutory "cooling-off period" or mandatory right of withdrawal for online retail purchases simply due to a change of mind. Cancellations and returns are governed by our store policies and statutory delivery protections:

A. Automated Order Processing Due to our fully automated IT system, orders are processed and forwarded to our fulfillment center immediately after they are placed. Because of this, it is technically impossible to interrupt or cancel an order once it has been submitted in our system. If you change your mind after placing an order, it will be treated as a standard return. You must wait for the items to arrive and then initiate the return process. A refund cannot be issued before the physical goods are received back at our warehouse.

B. Items in Transit & International Shipping Our products may have longer transit times due to international shipping logistics (Asia). If your order is already in transit, an immediate cancellation is not possible. You must wait to receive the items at your address before proceeding with a return. You may, however, notify us by email in advance of your intention to return the order once it arrives.

C. Statutory Right to Cancel for Delays In compliance with Canadian consumer protection legislation, you are legally protected against unreasonable delivery delays. If your order is delayed for more than 30 days beyond the estimated delivery date provided at the time of purchase, you have the right to cancel your purchase and request a full refund, regardless of the item's location in transit.

3. REFUND PROCESS

If you return an order, we will refund the payments received for the items, excluding the original shipping costs and any supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery offered by us.

Refunds will be issued within a maximum of 14 days after both of the following have occurred:

  1. We have received your return notification; and

  2. The returned goods have been physically received and inspected at our warehouse.

We will process the refund using the same payment method you used for the original transaction, unless expressly agreed otherwise. No fees will be charged for processing the refund itself.

ALL RETURNS ARE MANAGED THROUGH OUR CENTRAL WAREHOUSE IN ASIA. RETURN SHIPPING COSTS AND ANY APPLICABLE CUSTOMS FEES FOR THE RETURN ARE THE SOLE RESPONSIBILITY OF THE CUSTOMER.