Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ)

Welcome to the Emilia Lane FAQ page! We are here to answer your questions and provide you with the best shopping experience possible. If you need further assistance, please do not hesitate to contact us.

1. How long will it take to receive my order?

Here are our estimated delivery times:

Delivery area Processing time Shipping time Total estimated time
Europe (France, United Kingdom, Italy, Spain, Belgium, Netherlands, Germany, Switzerland, Denmark, Norway) 1 to 2 business days 5 to 7 business days 6 to 9 business days
United States 1 to 2 business days 5 to 7 business days 6 to 9 business days
Canada 1 to 2 business days 6 to 8 business days 7 to 10 business days

The order cutoff time is set at 6:00 PM (local Paris time). Any order placed after this time will be processed the next business day.

The indicated times are estimates in business days and may vary depending on the destination, carrier, peak periods, holidays, possible customs inspections, or exceptional circumstances.

For more details, please see our Shipping Policy.

2. Do you offer free shipping?

Yes, we offer free shipping on all orders to our main served markets, including Europe (France, United Kingdom, Italy, Spain, Belgium, Netherlands, Germany, Switzerland, Denmark, Norway), the United States, and Canada, subject to the options available at checkout. For more information, please see our Shipping Policy.

3. Where do you ship?

Emilia Lane is an online fashion brand offering a refined selection of women's clothing. We ship to our main served markets, including Europe (France, United Kingdom, Italy, Spain, Belgium, Netherlands, Germany, Switzerland, Denmark, Norway), the United States, and Canada, subject to the options available at checkout.

4. What payment methods are accepted?

We accept the following payment methods:

  • American Express
  • Apple Pay
  • Diners Club
  • Discover
  • JCB
  • MasterCard
  • Visa

For more details, please see our General Terms and Conditions of Sale.

5. What should I do if I receive a defective product?

If you receive a defective, damaged, or incorrect item, contact us as soon as possible with your order number and, if possible, photos of the issue. We will offer you an appropriate solution, such as a replacement, free return, or refund. See our Return Policy for more information.

6. Can I cancel my order after placing it?

Yes, you can request to cancel your order within 24 hours after placing it. To do so, please contact us promptly at info@emilia-lane.comIf the order has already been processed or shipped, it can no longer be canceled and must follow our return procedure.

7. What is your return policy?

We accept returns within 30 days of receipt. Items must be unused, unworn, in perfect condition, and returned in their original packaging with tags and accessories included. Return shipping costs are the responsibility of the customer unless the item is defective, damaged, or does not match the description. For more details, see our Return Policy.

8. When will I receive my refund after returning a product?

Once your return is received and inspected, the refund will be processed within 7 business days to your original payment method. The time it takes for the refund to appear may vary depending on your bank or payment provider. See our Return Policy for more details.

9. Do you offer warranties on your products?

We offer a 30-day return period in accordance with our return policy. If your item is defective, damaged, or incorrect, please contact our customer service so we can provide you with an appropriate solution. For more information, please see our Return Policy.

10. How do I contact customer service?

You can contact our customer service via the Contact page or by email at info@emilia-lane.com.

11. Do you ship internationally?

Yes, we ship to our main international markets, including Europe (France, United Kingdom, Italy, Spain, Belgium, Netherlands, Germany, Switzerland, Denmark, Norway), the United States, and Canada, subject to options available at checkout.

12. Do you have a physical store?

We are an online-only store, which allows us to offer a wide selection of products and a shopping experience accessible from our served markets.

13. Can I place a wholesale order for my business or organization?

Yes, we accept wholesale orders. Contact our customer service for more details.

14. What is the process for exchanging a product?

To request an exchange, contact us at info@emilia-lane.com with your order number and desired product. Exchanges are subject to availability. For more details, please see our Return Policy.

15. How do I track my order?

You can track your order on our tracking page. You will also receive an email with a tracking number once your order has shipped.

Contact and Support

Customer service hours (Paris time):

Monday to Friday: 8:00 AM - 6:00 PM
Saturday and Sunday: 10:00 AM - 4:00 PM

Customer service responds within 24 hours on business days.

Thank you for choosing Emilia Lane!