Refund Policy
Thank you for shopping at Amy & Emily. We are committed to providing high-quality products and excellent customer service. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below before placing an order. By placing an order, the customer agrees to this policy.
1. Applicability
This Return & Refund Policy applies to all purchases made through Amy & Emily, for customers in Canada and for international orders.
2. Return Period
Return requests must be submitted within 30 days of receiving your order.
- Returns can only be requested after the item has been physically delivered and received by the customer.
- Requests submitted after this period may be declined.
3. Conditions for Returns
To be eligible for a return, exchange, or refund:
- Items must be unused, unwashed, and in original condition
- Items must be returned in their original packaging
- All labels and tags must still be attached
- Items must show no signs of wear, damage, or alteration
- Trying on items is allowed, but wearing them is not permitted
- Proof of purchase is required
Additional conditions:
- Items returned in unsellable condition may be refused.
- Orders placed in multiple sizes with the intention of returning part of the order may be refused as returns are intended for genuine use only.
4. How to Request a Return
To request a return, exchange, or refund, please contact us at:
Please include:
- Your order number
- The reason for return
- Clear photos or videos of the item
If approved, you will receive instructions on where and how to return your item.
- Returns sent without prior approval will not be accepted.
5. Return Address & Shipping
As we ship directly from our international warehouse, returns are processed internationally.
- Approved returns must be sent to our central warehouse in Asia
- The exact return address will be provided after approval
Shipping costs:
- For customer-initiated returns, all return shipping costs (including international shipping and any applicable customs fees) are the responsibility of the customer
- If the return is due to our error (damaged or incorrect item), we will cover the return shipping cost
We strongly recommend:
- Using a shipping method with track & trace
- Selecting a courier option that includes insurance
- Returns without tracking cannot be traced or refunded if lost.
6. Damaged or Incorrect Items
Please inspect your order upon delivery.
If your item arrives damaged or incorrect, contact us within 72 hours of delivery at:
Include:
- Clear photos or videos
- A brief explanation
You may choose a replacement or a full refund.
7. Exchanges
If you wish to exchange an item, please indicate this when submitting your return request.
- Exchanges are subject to stock availability.
8. Order Cancellations & Address Responsibility
Orders are processed immediately.
- Cancellations are only possible within 15 minutes after placing the order
- After the 15 minutes, the order falls under this Return & Refund Policy
Customer responsibility:
- Customers are responsible for providing the correct shipping address
- If an incorrect address is provided, Amy & Emily cannot be held responsible for delivery issues
- Any address errors must be reported within 24 hours after placing the order
9. Refunds
We will notify you once your return has been received and inspected.
- Approved refunds are processed within 5–7 business days to the original payment method
- Processing times may vary depending on your bank or payment provider
If more than 7 business days have passed since approval, please contact us at:
10. Liability
- We are not responsible for lost return shipments if no tracking information is provided
- If tracking confirms delivery to the provided return address, the return is considered received
- We are not liable for issues resulting from incorrect information provided by the customer
11. Contact
At Amy & Emily, customer satisfaction is our priority.
If you have any questions regarding this policy, please contact us at: