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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 1-4 Business Days. Please be patient with us as we do hand pack all orders! If you ordered from a PREORDER, 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 we will ship your items separately so you don't have to wait to receive the rest of your order!
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 (email@example.com) 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: What is your holiday return policy?
A: Any regular priced merchandise purchased as a gift after November 1, 2020 is eligible for our extended holiday return policy. We will happily exchange the item (while quantities last) or provide a gift certificate (store credit) for the original amount paid until January 4, 2021. If you wish to exchange or return an item for store credit, you must be in contact with our team at firstname.lastname@example.org before January 4, 2021. The item must then be received by our team no later than January 18, 2021. Anything received after this date will not be eligible for exchange or store credit.
Please note that full refunds to the original method of payment will only be accepted within the timeframe of our standard return policy. You must be in contact with our team at email@example.com within 5 days of receiving the item in order to be eligible for a full refund. The item must then be received by our team within 14 days of the original delivery date.
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 Gastown, you are welcome to pick-up. However, please note that we are only open for pick-ups on Tuesdays and Fridays between 11:00am and 5:00pm.
Q: Can I try things on at your studio space?
A: Due to restrictions from COVID-19 you will not be able to come into the space to try on merchandise. Having said that, we do have a POS (Credit of Debit Tap Only) and are able to ring you through if you want to pick-up an additional item.
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 but we will only be accepting customers during the hours of 11:00am-5:00pm on Tuesdays and Fridays. 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 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. Whenever our products are made outside of Canada, we ensure that staff wages are always at least 15% above the industry average. Our team is over 80% women, many of whom are placed in leadership roles with the opportunity for ongoing development. Finally, 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!
Send us a message at: firstname.lastname@example.org and we will get back to you shortly.