Placing an order with us is very simple: once you add the item to your shopping cart, you can complete your order by clicking the "Place Order" button.
You can easily do this during the checkout process, where you will be logged in automatically. You will be guided through a three-step order process (address – payment method – confirmation) and will be able to finalize your order.
We also offer the option to place an order without creating a customer account. To do so, click "Continue" on the customer registration form. To complete your order, follow the three-step order process (your details – payment – order).

Once your order has been completed, you will receive a confirmation email containing not only the items you ordered, but also your delivery and billing addresses, as well as your chosen payment method.
If needed, you may also initiate the return process.

Cancellation is possible if your order has not yet been processed by our warehouse. As our warehouse processes orders very quickly, it may sometimes not be possible to cancel an order, even within a few minutes.
The fastest way is to access the corresponding order in your customer account and select the cancellation option. Please note that you can only request the cancellation of all items within a scheduled delivery.
If you wish to cancel all items in your order, but it has been split into multiple scheduled deliveries, you will need to request the cancellation of each of those scheduled deliveries separately.
Unfortunately, it is not possible to cancel a specific item within a scheduled delivery. After your request is submitted, you will receive a separate email informing you of the status of your cancellation request.

In principle, there is no minimum order value in our online store. However, a minimum value may apply to certain payment methods; you will be informed of this during the checkout process.

Please contact us directly at info@emmagranville.ca and provide important information such as your shipping label, etc. The more complete the information, the faster we will be able to identify and resolve the issue.

Please contact us by email. Include your order number, a description of the issue, and attach any necessary photos.

As a rule, we deliver immediately available items within 5 to 8 business days.

To track your order, click on the tracking link in the shipping confirmation email you received.
If you cannot find the confirmation email in your inbox, it may likely be in your spam folder.

Tracking updates may be delayed when the package:
Is held due to force majeure, such as extreme weather conditions, shipping restrictions, strikes, etc.
Is subject to local customs procedures.

If you have not received your item(s):
Check whether the address on your order is incorrect.
Contact the carrier.
Check your mailbox or ask your neighbours if they received the package on your behalf.
In rare cases, packages may be delivered up to 48 hours before the expected arrival.
If you have not received your item within 3 business days after your order's delivery date, please send an email to info@emmagranville.ca (with your order number and the reason).

An order may be returned to the sender or refused for any of the following reasons:
Invalid address or missing information.
The carrier is unable to deliver your package.
The order is refused by the customer at the time of delivery.
Please note that we are not responsible for items that are lost, misplaced, or incorrectly delivered if the address provided was incorrect at the time of purchase.

If you find that your order was not delivered, please check the delivery address information in your confirmation letter. If the address is correct, we suggest contacting the logistics company first, as this is the most effective way to locate your order and arrange a redelivery.

If you have created a customer account, you can log in to the website and view your orders under the "Orders" section. If you have any questions, please feel free to contact our customer service team at any time at info@emmagranville.ca

We ship our products within Canada in collaboration with our partner Canada Post.

Of course, you can also have your order delivered to a different address from your billing address, such as your workplace or a pickup location, by selecting one of the available payment methods and entering the delivery address in the "Delivery Address" section.

Unfortunately, it is not possible to change the delivery address after the order has been placed. If the delivery address cannot be found or if your order cannot be delivered, the shipment will be returned to us. Once we receive and inspect your return, we will issue a refund using the payment method you selected when placing your order.

If your order is eligible for a return, please follow the steps below to initiate the return process:
Send an email through the "Contact" section of the website.
Make sure the email includes the following information:
Order number
Reason for the return request
Photo of the product, if it is damaged
Customer's first and last name
Customer's address
We will get back to you with the return address.

Once we receive and inspect the returned products, you will receive a refund of up to the invoice amount within 14 days, using the payment method you chose when placing your order.

You will receive a full refund for your order if you return it in its entirety.

If an item we delivered is damaged, defective, or does not meet your needs, you are of course welcome to file a claim and return it free of charge through the returns form.
You will find all the necessary information about returns in the "How do I send a return?" section.

At Emma Granville, you can return ordered items within 30 days of receiving your order.
You can find more information about the right of withdrawal in our online store in our General Terms and Conditions (GTC).
Please note that returns made by mail will be processed faster than returns made through a drop-off/consignment point.

Your refund will always be issued through the payment method you selected. If you paid by credit card, we will refund the value of the returned items directly to your credit card account.