*If an order is eligible, the return/refund/exchange window is 14 days. After 14 days, we unfortunately have to decline your request.

All items are made-to-order with high level of customization. We hope you can understand if mistakes happen. However, if we make mistakes, we will take responsibility. 

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Orders eligible for a return/refund/exchange:

*Photos will be requested for verification.

We will accept return/refund/exchange requests if:

• Lost packages (never marked as “delivered” by the shipping carrier), missing items due to our failed service delivery.
• We missed customers’ order cancellation and/or exchange requests within a 12-hour timeframe after the order was placed.
• The product variant, appearance, and/or quality are not as described on the product page.
• The product is, damaged, and/or missing pieces caused by us.

Embclothes will not accept return/refund/exchange requests if:

• Lost packages due to wrong/missing shipping address.
• Lost packages after mark “delivered” by the shipping carrier.
• Undamaged, correct items, but customers change their mind.
• The product is damaged that not caused by us.

Refund Method

The refund will be issued back to your payment method.

• PayPal
• Credit cards

How to request Return/Refund/Exchange

• Reply to your order confirmation email (sent by shop@embclothes.com) with a reason for your return/refund/exchange request. Attaching photos with explanation will help expedite the request.
• Please allow us 24 hours (Monday-Friday) to respond to your email.
• Please do not return the items before receiving our response email.
• If your request is accepted, we will response to your email with steps to proceed.

If you still have question, please contact us.