FAQs

PRODUCTS & ORDERS

1.1 Are the dresses see-through?
Some of our pieces feature sheer or embellished fabrics. Where needed, we add appropriate lining. Options include bra and shorts, bra and skirt, bust to knee, or full lining. Lining can also be matched to your skin tone.

1.2 Can I rent a dress?
Our pieces are available for purchase only.

1.3 What if the dress does not fit?
All made-to-order pieces are crafted according to your exact body measurements, which are verified before shipping to ensure the best possible fit.

1.4 What sizes are available?
We offer both ready-to-wear sizes and fully custom made-to-measure pieces. Please refer to our Size Guide for detailed measurements.

1.5 Can I request alterations?
Minor alterations on custom pieces may be possible. Please contact our team and we will consult with our production department to confirm feasibility and any additional costs.

1.6 Can a dress be made longer or shorter?
Yes, length adjustments are possible on most styles. Pricing may vary. Please reach out to us before ordering for confirmation.

1.7 How long does production take?
Ready-to-ship pieces are dispatched within 1–3 business days. Made-to-order pieces take approximately 7–14 business days to produce.

1.8 Can a dress be made in a different color?
If alternative color options are listed on the product page, yes. For special requests please contact us directly.

1.9 How should I care for my dress?
We recommend professional dry cleaning for all embellished and gown pieces to protect the delicate fabrics and detailing.

1.10 How is quality ensured?
Every Ema Couture piece is handcrafted using premium fabrics and undergoes quality checks before shipping.

ORDERS

2.1 Why can't I find my order in my order history?
Your order should appear immediately after purchase. If you experience any issues please contact us at info@ema-couture.com.

2.2 What do I do if my order arrives damaged?
Please send photos of the damaged item to info@ema-couture.com and our team will assist you immediately.

2.3 Can I place an order by phone or message?
Yes, you can reach us via email or Instagram DM and our team will guide you through the process.

2.4 Can I exchange my order for a different piece?
Once production has begun on a custom piece, exchanges are not possible. Please contact us as soon as possible if you have any concerns.

2.5 How can I order?
Please visit our How to Buy page for a full step-by-step guide.

DELIVERY & SHIPPING

3.1 How long does delivery take?
Products take 7–20 business days to arrive depending on your location, not including customs processing.

3.2 Where are the pieces shipped from?
All Ema Couture pieces are crafted and shipped from our atelier in Prishtina, Kosovo.

3.3 Do I have to pay customs or taxes?
International shipments may be subject to customs duties and VAT imposed by your local government. These fees are the responsibility of the customer and are not collected by Ema Couture.

3.4 My order shows as delivered but I haven't received it.
Please contact the courier service responsible for your shipment directly using your tracking number.

PAYMENT & REFUNDS

4.1 What are the payment methods?
We accept American Express, Apple Pay, Google Pay, Mastercard and Visa.

4.2 Will I receive a receipt?
Yes, a confirmation email with your order receipt will be sent immediately after purchase.

4.3 What is your return policy?
You have 30 days from the date of receiving your order to notify us of a return request. Please contact us at info@ema-couture.com. Custom and made-to-order pieces are final sale.

4.4 When will I receive my refund?
Once your return is approved and received, your refund will be processed. Please note that customs fees and duties are non-refundable.

ACCOUNT & LOCATION

5.1 How do I sign in?
Click the account icon at the top right of the website. Enter your email and password to sign in.

5.2 How do I reset my password?
Click "Forgot password" on the login page and you will receive a password reset link via email.

5.3 Where are you located?
Our atelier and showroom are based in Prishtina, Kosovo.

For any other questions please contact us at:
info@ema-couture.com
+38345772299

Country/region

FAQs