You've got a question? We've got an answer.

Q: When will my order ship?

A: If you ordered an in-stock item, you can expect it to ship (or be ready for pick-up) within 3-5 business days. Please be patient with us as we do hand pack all orders! If you ordered from a pre-order, please take a look at the item description for the anticipated ship date. 

Q: I ordered a restock item, when will my order ship?

A: If you ordered from a restock, please reference the estimated ship date beside the size you selected. If you have placed an order with multiple items and one of those items is on restock please feel free to reach out and let us know if you would like to have your items shipped separately! 
Q: What is your return policy? Can I return an item from a pre-order?

A: We allow returns and exchanges on all regular priced merchandise, including preorders. Our return policy begins the date that the items tracking states it was delivered. Our team must be notified via email ( within 5 business days of your item being delivered stating that you intend to send it back for return or exchange. We must receive that item back within 14 business days. Any items received past this date may not be accepted.  Please note all costs associated with returning items are the responsibility of the customer. Initial shipping costs will not be refunded either. However, shipping costs associated with sending out a new item, in the event of an exchange, will be covered by Emma Knudsen Inc.

In the event of an exchange, please follow the above guidelines and once we have received the original item back, we will ship your new size.
Q: I'm not from Vancouver, but I will be visiting - can I pick up my order?

A: Of course! As long as you are able to come to our studio located in North Vancouver, you are welcome to pick-up. However, please note that we are only open for pick-ups on Tuesdays and Thursdays between 11:00am and 5:00pm.

Q: Can I try things on at your studio space?

A: While we are not a storefront and do not have fitting rooms, if you want to try on an item or two you are welcome to! Due to COVID-19, we ask that all customers wear a mask while inside the studio space. We have a POS (Credit or Debit-Visa, tap only) and are able to ring you through if you want to pick something up! We recommend reaching out to check in with us in advance so we can make sure we have the items you are looking for in stock. 

Q: Can I come by to shop, any day of the week?

A: If you would like to purchase something but haven't placed an order online before hand you are welcome to stop by between 11:00am and 5:00pm on Tuesdays and Thursdays. We strongly encourage you place your order online beforehand to ensure you receive the item/size you want, and to avoid any potential delays.

Q: How do I know what size I am?

A: Please refer to our size guides under the "what's my size?" tab. Please note that on this page we have general size guides to give you the approximate measurements of each size. For more specific measurements please refer to the item listings - these have exact measurements of the garment when laying flat. Please keep in mind the intended design of each piece and be sure to not size down/ up too many sizes otherwise you may lose the intended fitted/ oversized silhouette. 

Q: Where is your merchandise made?

A: Some of our merchandise is made in China and some pieces are made in Canada. Rest assured, we will always note where the product is made in each item's description. We do our best to ensure that all factories work under high ethical standards. Quality will never be compromised and we do everything in our power to ensure that testing results equate to the highest standards.
More questions? Happy to help!
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