FAQ
FAQ
How do I track my order?
As soon as your order ships, a confirmation email with a tracking link lands in your inbox. Have your tracking number handy? Follow the link in that email, or go straight to our Track My Order page, and keep an eye on your parcel from dispatch right up to your door.
Where can I find sizing details?
On every product page. Each one has its own size chart to help you land on the right fit. Still stuck between two sizes? Drop us a message any time and we'll happily point you in the right direction.
What's your return policy?
You've got a 30-day return window, counting from the day your order arrives.
For change-of-mind returns, the return shipping is on you. If a piece shows up damaged or incorrect, that cost is ours to cover.
Once your return reaches us and gets the go-ahead, allow up to 10 business days for the refund to make its way back to your account.
The full details live here: Return & Refund Policy
My order arrived damaged — what now?
Sorry about that. Reach out within 7 days of delivery and we'll fix it. Just email info@emilyneill.com with:
– Your order number
– Clear photos of the damage
– A quick note on what's wrong
We'll get it sorted as fast as we can. Thanks for being part of Emily Neill — how you feel about your order genuinely matters to us.
Do you ship across Canada?
Yes. We deliver right across Canada, coast to coast, with every parcel sent by Canada Post.
Here's the timing you can expect:
Processing time: 1–3 business days (Monday–Friday)
Shipping time: 8–12 business days (Monday–Friday)
Total delivery time: roughly 9–15 business days from the day you order.
There's more in our Shipping Policy.
During sale periods things get busier than usual, so thanks for bearing with us — we're doing everything we can to get your pieces to you quickly.
Which payment methods can I use?
We accept all major debit and credit cards, plus Google Pay, Apple Pay, Shop Pay, and Amazon Pay.
Where do I add my discount code?
At checkout. On the checkout page, look for the "Discount Code" box, pop your code in, and hit "Apply" — your total updates right away. Any trouble, just give us a shout.
Can I cancel my order?
You can cancel within 30 minutes of placing it. After that it's already in processing and can't be pulled back, but you're always welcome to return the item once it arrives by following our return process.
Still have a question?
If you didn't spot your answer above, our customer service team is glad to help.
Get in touch:
👉 Contact form: https://emilyneill.com/pages/contact
👉 Email: info@emilyneill.com
👉 Tel: +1 438 300 5618