Shipping and Refund Policy

SHIPPING & REFUND POLICY

 1.⁠ ⁠GENERAL TERMS

This Shipping & Refund Policy applies to all purchases made through [Ema Couture] ("Company", "we", "our", or "us"). By placing an order on our website, you agree to the terms set forth below.

All of our items are custom-sized, made-to-order, or handcrafted. Due to the personalized nature of our products, specific policies apply regarding production, shipping, returns, cancellations, and refunds.

 2.⁠ ⁠PRODUCT NATURE & CUSTOMIZATION

2.1 Custom-Sized Items

Custom-sized items are produced after an order is placed based on the size selected by the customer (e.g., XS, S, M, L, XL, XXL).

If additional measurements are required and not provided at checkout, our team may contact the customer to request them. If the customer fails to respond within a reasonable timeframe, production may proceed according to the selected size. In such cases, the customer accepts full responsibility for fit and sizing accuracy.

2.2 Made to Measure Orders

Made to measure items are produced based on the customer’s exact body measurements and specific design preferences. These items are individually crafted and are considered final sale once production has begun.

2.3 Handmade Variations

All products are handmade. Minor variations in stitching, color tone, embellishments, or finishing may occur. These differences are inherent to handcrafted production and are not considered defects.

 3.⁠ ⁠PRODUCTION TIME

Production timelines typically range between 3 to 45 business days, depending on:

Design complexity

Fabric or material availability

Custom requirements

Order volume

Production time begins once payment is confirmed.

We reserve the right to extend production time in cases of supply shortages, high demand, public holidays, or unforeseen manufacturing delays. Customers will be notified if delays are significant.

Production time does not include shipping time.

 4.⁠ ⁠SHIPPING POLICY

4.1 Worldwide Shipping

We offer international shipping to most countries worldwide, subject to courier and regulatory restrictions.

If shipping to a specific country is not possible after purchase, the order will be canceled and refunded.

4.2 Shipping Carriers

Orders are shipped using reputable international express courier services, including but not limited to:

DHL Express

FedEx

UPS

Aramex

Or another equivalent global courier service selected at our discretion

The shipping provider is chosen based on destination and operational efficiency.

4.3 Dispatch & Tracking

Once production is completed:

The order will be dispatched on a business day (excluding weekends and public holidays).

A shipping confirmation email will be sent.

A tracking number and courier tracking link will be provided.

Tracking updates are managed by the courier service.

4.4 Estimated Delivery Time

After dispatch, delivery typically takes 2–4 business days, depending on destination.

Please note:

Delivery timeframes are estimates only.

Customs inspections may cause delays.

Weather conditions, government actions, transportation disruptions, or courier operational issues may extend delivery times.

We are not responsible for shipping delays once the package has been handed to the courier.

4.5 Customs, Duties & Import Taxes

International shipments may be subject to:

Import duties

VAT

Customs clearance fees

Local government taxes

These charges:

Are determined by the destination country

Are not included in our product pricing unless clearly stated

Are the sole responsibility of the customer

Are non-refundable

Failure to pay customs fees may result in shipment delays or return of the package. If a shipment is returned due to unpaid customs duties, original shipping costs and return fees may be deducted from any eligible refund.

We are not responsible for customs delays or customs decisions.

4.6 Address Accuracy

Customers must provide accurate and complete shipping information at checkout.

We are not responsible for:

Incorrect or incomplete addresses

Packages delivered to the address provided by the customer

Delays caused by inaccurate contact details

If a package must be reshipped due to incorrect information provided by the customer, additional shipping charges may apply.

4.7 Failed Delivery & Refused Shipments

If delivery fails due to:

Customer unavailability

Refusal to accept delivery

Refusal to pay customs fees

Incorrect address

The package may be returned to us. Reshipping costs will be the responsibility of the customer.

Shipping fees are non-refundable in such cases.

4.8 Lost or Stolen Packages

Once the shipment is marked as delivered by the courier:

We are not responsible for lost or stolen packages.

Customers must contact the courier directly to initiate an investigation.

If a shipment is confirmed lost in transit before delivery confirmation, we will coordinate with the courier to determine appropriate resolution.

4.9 Risk of Loss

Risk of loss and ownership transfer to the customer once the package is handed to the shipping carrier.

4.10 Force Majeure

We are not liable for delays or failure to deliver caused by events beyond our control, including but not limited to:

Natural disasters

Government restrictions

War or civil unrest

Strikes

Transportation disruptions

Global pandemics

 5.⁠ ⁠RETURN POLICY

5.1 Return Eligibility

Customers may request a return within 72 hours (3 days) of confirmed delivery for eligible standard custom-sized items only.

To qualify:

Item must be unused and unworn

Original packaging and tags must remain intact

Proof of purchase must be provided

Return must be pre-approved via email

Returns sent without prior written authorization will not be accepted.

5.2 Non-Returnable Items

The following items are non-refundable and non-returnable:

Made-to-measure or fully customized products

Items produced using personal body measurements

Deposits for custom production

Sale or discounted items

Gift cards

Items approved prior to shipping (for custom orders)

Once production begins, orders cannot be canceled.

 6.⁠ ⁠REFUND POLICY

Once a return is received and inspected:

We will notify the customer of approval or rejection.

If approved, refunds will be issued to the original payment method within up to 30 business days.

The following are non-refundable:

Shipping costs

Customs duties and taxes

Payment processing fees (if applicable)

If a return does not meet policy requirements, we reserve the right to reject the refund and retain the item.

 7.⁠ ⁠EXCHANGES

We do not offer exchanges.

Customers are responsible for selecting correct sizes and providing accurate measurements.

Minor fit variations do not qualify as defects.

 8.⁠ ⁠DAMAGED OR DEFECTIVE ITEMS

All items undergo quality inspection before shipment.

If a defective or damaged item is received:

The customer must contact us within 24 hours of delivery

Clear photographs must be provided

The order number must be included

Claims submitted after 24 hours may not be considered.

 9.⁠ ⁠FINAL APPROVAL (FOR CUSTOM ORDERS)

For made-to-measure items, customers may receive photographs prior to shipment.

Upon written approval:

The product is considered accepted

The design and specifications are confirmed

No further disputes regarding design details will be accepted

10.⁠ ⁠POLICY MODIFICATIONS

We reserve the right to update or modify this policy at any time. Changes take effect immediately upon posting on the website.