Frequently Asked Questions

What shipping method(s) do you use within Canada?

Our fulfillment service offers the following shipping methods for domestic orders within Canada:

Flat Rate (Standard)
Standard rate with CO offsetting
Express

Please note that not all shipping methods are available for every product. Available options will be shown at checkout based on the items in your order.

How long will it take for my package to arrive?

Delivery times vary depending on your location and the shipping method selected:

Within Canada: 2–13 business days

International: 1–20 business days

Please note that these are estimated delivery timelines and may vary based on destination (e.g., major cities vs. remote regions) and during peak periods, such as the December holidays.

What is your refund and return policy?

All items are custom and made-to-order. As a result, all sales are final. We do not offer exchanges. We will only offer a refund if the item received is incorrect or damaged and a replacement is not available. Please review your order carefully, including sizing, before completing your purchase. Returns are not accepted.

If you have any questions about a product, our team is happy to help before you place your order. Please reach out at info@emilycarru.shop and we’ll do our best to provide the information you need to feel confident in your purchase.

What if my order arrives damaged or incorrect?

Please email info@emilycarru.shop with your order number and photos of the damaged or incorrect items within 30 days of purchase. After reviewing the issue, if it meets our criteria for damage or error, we’ll happily provide a replacement. If a replacement isn’t available, a refund may be issued.