Frequently Asked Questions


General

What online payment methods do you accept?

American Express, Visa, MasterCard, Shopify Pay, Apple Pay, Google Pay, and PayPal.

Can I cancel an online order?

As long as your purchases have not been shipped, you can cancel your order at no cost by emailing us at onlineorders@emilleshoes.ca. If the package has already been shipped, follow the return procedures.

Why was I charged? – Pre-authorization holds

A pre-authorization is the common practice for authorizing electronic transactions and holding the balance for the order placed. This bank hold is temporary, and charges will only be applied towards the items that have been confirmed shipped.

Cancellations

Occasionally an item sells out and we may need to cancel your order. If for any reason your item is unavailable, we will notify you by email and your credit card will not be charged. Any pre-authorization holds will clear from your account. It can take anywhere from 5-7 business days, (depending on your financial institution) for the hold to clear.

 

Delivery and Shipping Costs

What are the shipping costs?

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Do you deliver anywhere in Canada?

At the moment, we only ship within Ontario.

Do you deliver outside of Canada?

At the moment, we only ship within Canada.

The delivery address on my order is incorrect, what can I do?

Please contact our Customer Service team through email at onlineorders@emilleshoes.ca as soon as possible. We will do our best to make corrections.

Free in-store pick up

Shop online from the comfort of your home and pick up at the store location of your choice at no additional charge.

 

Returns and Refunds

Can I return items purchased online?

Yes, you have 30 days from the date of shipment to return items and be refunded. The items must be returned in new condition, unworn, with the original label and packaging.

How do I return items purchased online?

It’s easy! You can return items at no cost in store, with the original packaging and receipt.

You can also return items by mail, contact us at onlineorders@emilleshoes.ca

Do I have to pay to return an item?

In-store returns are always free of charge. For returns by mail, please contact us at onlineorders@emilleshoes.ca

When and how will I be reimbursed?

For in-store returns, if the item is returned in new condition, in its original packaging, you will be refunded immediately. Returns done by mail will take a few days. You will be refunded by the same method of payment used to make the purchase.

I received the wrong/damaged product. What do I do?

Please contact us at onlineorders@emilleshoes.ca for assistance.

 

Online Account and Order Tracking

Do I have to open an account to place an order?

It is not mandatory. You can finalize your purchases as a guest.

Order processing times

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Can I track my order?

As soon as your purchases are shipped, you will receive an email with a link to the carrier's website and a tracking number.

 

 

Newsletter

Why subscribe to the newsletter?

Our newsletter keeps you informed about promotions, contests and news. It’s free and there are no obligations.

How do I sign up?

Simply enter your email address in the Newsletter section at the bottom of the homepage of our site. A confirmation message will be sent to you immediately. Click on the link it contains and that's it: you will be subscribed!

How do I unsubscribe from the newsletter?

Click on the Unsubscribe link at the very bottom of each newsletter, under the legal notice. Your request will be processed as soon as possible.

 

Gift Cards

Can I use my gift certificates or store credit online?

Gift certificates and store credits are only redeemable for in-store purchases.

Note: Gift certificates and store credits are non-refundable and have no cash value. They can only be redeemed in-store for product. If a purchase(s) was made using a gift certificate or store credit and later returned, the return will go back onto a store credit.