Refund policy
RETURN & REFUND POLICY
Last updated: January 21st 2026
We hope you are pleased with your garment. In order to preserve the integrity of our atelier work and sizing processes, this Policy distinguishes between standard size garments and made-to-measure garments. Please review the conditions below before initiating a return.
For questions: info@emiliagenova.com
1. Definitions
For clarity within this Policy:
“Standard Size Garments” = garments produced in our standard size range (e.g. XS–XL).
“Made-to-Measure Garments” = garments produced based on customer-provided measurements or specifications.
2. Made-to-Measure: Final Sale
Made-to-measure garments are produced individually for you and are considered “goods made to the consumer’s specifications” for purposes of applicable consumer protection laws. These garments are final sale and are not eligible for return, exchange, cancellation, or refund except in the case of confirmed defect.
Complimentary alterations may be offered within reasonable limits to achieve the intended fit. Alterations do not include redesigns, silhouette changes, or substantial pattern modifications.
We are not liable for measurement inaccuracies provided by the customer.
3. Standard Size Garments: Return Eligibility
Standard size garments may be returned for a refund within 14 days of delivery, provided all of the following conditions are met:
– unworn and unwashed
– free of odours, stains, and damage
– unaltered
– with all original tags attached
– in original packaging (garment bag, tissue, box, etc.)
Garments that do not meet these conditions may be refused or subject to a partial refund at our discretion.
4. Refund Method & Non-Refundable Charges
Approved returns will be refunded to the original payment method for the garment amount only.
The following charges are non-refundable:
– shipping fees
– duties and taxes
– carrier or customs surcharges
– return shipping costs
– payment processing fees (if applicable)
Refunds are processed after inspection upon receipt. Please allow up to 10 business days for processing.
5. Return Shipping Responsibility
Customers are responsible for return shipping costs, except in the case of confirmed defect or incorrect item. We recommend using tracked and insured shipping. We are not responsible for returns lost in transit.
6. International Returns: Duties & Taxes
For international orders, duties and taxes collected at checkout or upon delivery are non-refundable.
If we provide Delivered Duties Paid (DDP) for your destination, prepaid duties and taxes are also non-refundable if a return is initiated.
7. Defective or Incorrect Items
In the unlikely event that you receive a defective or incorrect item, you must notify us within 72 hours of delivery with photographs and a description of the issue.
If a defect is confirmed, we will offer repair, replacement, or refund at our discretion. Return shipping costs for confirmed defects will be covered by us.
Damage resulting from improper care, wear, or accident is not considered a defect.
8. Cancellations
Orders may not be canceled once production has begun. Made-to-measure orders cannot be canceled at any stage after order confirmation.
9. Non-Returnable Items
The following items are non-returnable:
– made-to-measure garments
– altered garments
– special length or special specification orders
– sale or discounted items
– gift cards
10. Return Procedure
To initiate a return for a standard size garment, please contact us at:
info@emiliagenova.com
Returns sent without prior communication may be refused.
11. Condition Assessment
All returned garments undergo inspection upon arrival. We reserve the right to deny returns that do not meet policy conditions.
12. Exchanges
We do not offer direct exchanges. If you require a different size or style, please return the eligible garment and place a new order.
13. Contact
For return questions or eligibility assessments:
info@emiliagenova.com