Returns & Refunds

At EMA Couture, every piece is handcrafted in our Prishtina atelier with careful attention to detail and premium materials. Many of our designs are made to order or tailored to each client’s own measurements, so please read these terms before placing your order.

1. Made-to-Order & Custom Pieces

Made to order: All bridal gowns and dresses are produced to order and may be tailored to your measurements and requests.

Final sale: Because they are made personally for you, custom orders are final sale and cannot be returned or refunded once production has begun.

Bridal: Given their value and the handwork involved, all bridal orders are treated as custom orders and require their own production time.

Made for one client: Each custom piece is created for an individual client and cannot be resold.

2. Sizing & Measurements

You are responsible for sending us accurate measurements when you order. EMA Couture cannot be held responsible for fit issues caused by incorrect measurements provided by the client.

3. Order Cancellation

24-hour window: An order can be cancelled only within 24 hours of purchase. In that case, 80% of the order total is refunded; the remaining 20% is non-refundable and covers processing, shipping preparation and related costs.

After 24 hours: Production begins and the order can no longer be cancelled.

4. Returns

Ready-to-wear (Kosovo only): Ready-to-wear pieces delivered within Kosovo may be returned within 7 days of delivery, if they are unworn, unaltered and in their original condition with all tags and packaging. Returns must be approved by us before being sent.

Not returnable: Custom-made pieces, bridal gowns and personalized items can never be returned.

International orders: All orders delivered outside Kosovo are final sale and are not eligible for return or refund.

5. Shipping & Delivery

Delivery: Once the courier marks your package as delivered, the order is considered complete and responsibility passes to you.

Proof of delivery: The courier’s delivery confirmation serves as proof that the order was fulfilled, and it cannot be refunded on that basis.

Lost or stolen parcels: We are not responsible for packages lost or stolen after confirmed delivery.

6. Chargebacks & Disputes

Contact us first: By placing an order, you agree to contact our team to resolve any issue before opening a chargeback or dispute with your bank or payment provider.

Supporting documents: If a chargeback is filed after your order has shipped or been delivered, we may share order records, our communication with you and proof of delivery with the payment provider and your bank to contest it.

7. Customs, VAT & Duties

Any customs duties, VAT or import taxes are the client’s responsibility. We cannot reimburse costs resulting from a refusal to pay them.

8. Claims & Photo Evidence

For any claim about damage, fit, sizing, a wrong item or another concern, please send clear photos and/or videos showing the issue, including photos of the piece being worn where relevant.

To protect against fraud, your face must be visible in the photos or video. Claims without enough evidence or without visible identification may not be accepted.

Claims received after the return or notification period will not be accepted.

Contact

For any return or refund question, email info@ema-couture.com with your full name and order number.