Return Policy

At Emma & Chloe Calgary, we want you to be happy with your order. If you want to return an item, please follow the rules below.

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When You Can Request a Return

You can only request a return after you have received your order.

We do not accept return requests for parcels that are still in transit, refused at delivery, or marked as "return to sender".

Reason: We must be able to match the item to your delivered order and inspect the exact item you received before approving a return.

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Return Window

Email us within 30 days after the delivery date.

After we approve your return, you have 30 days to send it back.

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Conditions for Returns

Items must be:

• Unused

• Unwashed

• Undamaged

All tags and labels must remain attached.

You may try an item on, but you may not wear it outside or for extended use.

If we receive an item that is used, washed, stained, damaged, or missing tags, we may refuse the return or apply a value reduction.

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Not Allowed

Returns of items ordered in multiple sizes with the intention to return part of the order are not allowed.

Hygiene sensitive items are not returnable if the hygiene seal is broken or if the item has been used.

Items purchased with a discount, promotion, sale code, or marked as discounted are final sale and are not eligible for return or refund.
This includes private codes, seasonal promotions, and limited time offers.

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Return Shipping and Costs

You are responsible for all return shipping costs.

You are also responsible for any customs fees, duties, or handling costs linked to the return shipment.

Original shipping costs are not refundable.

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How to Start a Return

Email info@emmachloe-calgary.com and include:

• Your order number

• The item(s) you want to return

• The reason for the return

• Photos if the item is damaged or incorrect

We will reply with the return instructions and the return address.

The return address may be outside Canada depending on the item and fulfilment location.

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Tracking and Risk

Please use a tracked shipping method.

You are responsible for the return shipment until it is delivered to the return address.

If your return gets lost or delayed, we can only assist if tracking proof is provided.

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Refunds

We process refunds after the return arrives and is inspected.

If approved, the refund will be sent to the original payment method within 14 days after inspection.

We do not issue refunds before the returned item has been received and checked.

If you paid by card, your bank may require additional time to display the refund.

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Wrong Item or Damaged on Arrival

Please email us within 48 hours after delivery.

Include clear photos of the item, packaging, and shipping label.

We will offer a solution that fits the situation, such as:

• Replacement

• Partial refund

• Refund after return

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Delivery Address Responsibility

Please check your address carefully before completing payment.

Address errors must be reported within 24 hours after ordering.

If an incorrect address was entered, you will be responsible for any additional shipping costs.

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Consumer Rights

This policy does not remove your rights under applicable Canadian consumer protection laws, which may differ by province.