FAQ
Good to know before you order
Delivery, returns, sizes and payment at Emma Skinner, and customer care for anything this page doesn't answer.
Returns and exchanges
How many days do I have to ask for a return?
You have 30 calendar days from the day your order is delivered to request a return. This doesn't limit any rights you have for faulty goods.
Do returns need their tags and packaging?
Yes. Change-of-mind returns must be unused and unworn, with original tags and packaging. This doesn't limit your rights for faulty, damaged or incorrect goods.
How do I send something back?
Email support@emmaskinner.com with your order number and the items you'd like to return, before sending anything. We reply with return authorization, the exact instructions and the correct return address.
Do I pay to post a return?
You pay the postage for a change-of-mind return, and there is no restocking fee. Emma Skinner pays return shipping for faulty or incorrect goods.
My order arrived damaged or incorrect. What now?
Email us within 30 calendar days of delivery with your order number and a photo of the issue. We'll arrange a replacement or a full refund, including any return shipping, at no cost to you.
Can I swap for another colour or size?
For a different item or option, request a return and place a new order.
Payment and security
Which currency will I be charged in?
Prices are shown in US dollars (USD).
Who processes my payment?
Payments are processed securely by Shopify Payments.
When does an accepted refund reach me?
Refunds for accepted returns are issued to your original payment method within 7 business days of us receiving your returned item. Your payment provider's posting time can vary, so contact customer care if an issued refund hasn't appeared.
Can I cancel an order after paying?
If it hasn't been dispatched, contact customer care as soon as possible and we'll check whether it can be changed or cancelled. Once an order is dispatched, it can't be cancelled.
Orders and shipping
Which countries does Emma Skinner ship to?
We currently ship to the United States only.
Is shipping free?
Yes. Every order to the United States ships free with Standard Shipping with Tracking.
How soon will my order arrive?
Processing takes 1 to 2 calendar days, weekends included, and transit 3 to 8 calendar days, so most orders arrive within 4 to 10 calendar days of the day you order. If yours hasn't arrived within 10 calendar days, contact customer care.
How can I follow my delivery?
Every order is tracked. Use our Track Order page to check your order or tracking number once shipment details are available.
I made a mistake in my address. Can it be fixed?
We can update the address only before an order is dispatched, so contact customer care quickly if you spot a mistake.
Sizing and fit
How do I find the right size?
Sizes and options differ from piece to piece, so check the size and option information shown for each item. If you need help choosing, contact customer care before ordering.
Can I see each colour before I choose?
Yes. Every product page shows the colours available, with a photograph of each colour, so you can see exactly what you're choosing.
What does each product description cover?
Each description names the piece's construction and details, and many also cover fit and cut, fabric and feel, and ways to wear it.
What if it doesn't fit?
You can request a return within 30 calendar days of delivery. For a different size, request a return and place a new order.
Customer care
How can I reach Emma Skinner?
Email support@emmaskinner.com or send a message from our Contact page. Customer care hours are Monday to Friday, 9:00 AM to 5:00 PM Eastern Time.
What details help with a question?
Your order number and the item's name. For a faulty, damaged or incorrect item, add a photo of the issue.
Is your New York address for returns?
No. Contact customer care before sending anything back, and we'll give you return authorization and the correct return address.