Return Policy
Order Confirmation & Policy Acknowledgment
By placing an order on our website, you acknowledge that you have read, understood, and agreed to our Return & Refund Policy.
By completing your purchase, you confirm that:
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You have reviewed and accepted our return criteria and timelines.
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You agree to follow the return process as outlined in our policy.
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In the event of a chargeback or dispute, this policy—along with all related order and communication records—will be used as supporting evidence.
Return
If you are not satisfied with your purchase, you may return eligible items within 30 days of delivery, provided that the following conditions are met:
Eligibility Criteria
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The item must be unused, unworn, and unwashed.
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The item must be returned in its original packaging and condition.
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Only normal handling and inspection of the product may have occurred.
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The customer is responsible for return shipping and handling costs.
Returns will be processed within 7 business days of receipt. We reserve the right to refuse returns if the product shows signs of misuse, excessive wear, or damage not attributable to us.
How to Return
To initiate a return:
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Email us at support@emma-lucas.com within 30 days of delivery.
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Include the following details:
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Order number
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Reason for return
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Photos of the product (if defective or damaged)
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Your full name and shipping address
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Wait for our return instructions before shipping the product.
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Do not send items to the sender’s address without approval; unauthorized returns may be rejected.
We recommend using a tracked shipping service and retaining proof of shipment until your return is processed.
Defective or Damaged Items
If your order arrives defective or damaged, please contact us within 2 days of delivery at support@emma-lucas.com with:
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Your order number
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A brief description of the issue
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Clear photos (or a short video) showing the defect
Once verified:
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We may offer a replacement depending on availability and issue type.
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In certain cases, a return may not be required for defective items.
Replacements for defective items are typically processed within 7–14 business days.
Lost or Unclaimed Orders
If your package is lost in transit:
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Please contact our support team with your order number and tracking details.
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We will assist you in filing a claim with the courier and arrange a replacement or refund if confirmed lost.
If a package is refused at delivery, unclaimed, or returned due to an incorrect address, a $35 CAD deduction will be applied to your refund to cover administrative and shipping costs.
Cancellations & Right of Withdrawal
You may cancel your order within 30 days of receipt under Canadian consumer protection law.
However, as order fulfillment is automated, orders cannot be stopped once shipped. If your order has already been dispatched, you may initiate a return after delivery following the steps above.
To cancel an order before shipment, email us at
support@emma-lucas.com with a clear request to withdraw.
The buyer is responsible for return shipping costs.
Chargebacks & Dispute Resolution
If there is any issue with your order, please contact us first. We’re committed to resolving matters promptly and fairly.
If a chargeback or dispute is filed, we will provide your bank with supporting documentation, including:
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Order confirmation
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Tracking details
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Email correspondence and photos
Submitting a chargeback without prior contact may delay resolution and affect future order eligibility.
Important Notes
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All returns must be sent to our central warehouse in Asia at the customer’s expense.
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We are not responsible for transit delays or customs clearance issues.
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For hygiene-sensitive items, returns in unsanitary or used condition will not be accepted.
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Returns are not free—shipping and handling fees apply.
Contact Us
If you have any questions regarding this policy, please reach out to our Customer Support Team at support@emma-lucas.com. We are happy to assist you.