Exchange and Return

Exchange and Return

If for any reason you are not completely satisfied with your purchase, you have 14 days from the delivery date - to return your purchase. Conditions apply.

Our Return Policy

There may be times when you will need to return an item purchased from us. Our Returns Policy is designed to assist you with your return. 

1.All Items purchased from Ema&Carla website require prior authorization for returns which must be requested 

  1. To request authorization, you will need to login to your account. Guest customers who want authorization will need to contact us for assistance.
  2. Returned merchandise must be received within 30 days to receive a refund.

4.We encourage you to return your parcel via registered or traceable postal services as all returned parcels remain the responsibility of the purchaser until received by Ema&Carla

  1. Items must be returned unworn, unwashed, undamaged, unused, and with all original tags attached.
  2. Please be careful of makeup or deodorant rubbing off on the Items.
  3. Refunds will be issued with the method of payment used at the time of purchase.
  4. Items on sale will not be eligible for refund or exchange
  5. If you receive a damaged or defective item, you should notify us within 48 hours of receipt of delivery
  6. Please note that original shipping fees are not refundable.and if your order was shipped for free, the shipping fee will be deducted from the refund.
  7. During the Holiday season (Nov. 1st - Dec 25th), we will accept your return after 30 days so long as it is received by January 10th.
  8. Returns do take us 10-12 business days to process upon reaching our facility. Once your return is processed and your refund is issued, you will receive a refund confirmation email. Refunds can take several business days to reflect on your credit card account. 
  9. If you return more than $1000 in a 90 days period you may be subject to a modified return policy. We will contact you if you are subject to the modified policy.

 If you are not able to comply with these requirements, Ema&Carla reserves the right to refuse a refund. Ema&Carla will not accept a bank statement as proof of purchase.    


We are not able to offer exchanges online. If you need a new size or colour, you may return the item, and place a new order online.


Ema&Carla gift cards do not expire.


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