FAQ
Sizing & Fit
Every product page carries its own size chart plus a Materials & Care panel telling you exactly what the piece is made from. If you are between sizes, we recommend sizing up — our pieces follow European fit, which runs slightly smaller than US sizing.
Not in love with it, or the fit is off?
Email support@emperielle.com within 14 days of delivery with your order number and a photo of the item. We issue store credit for the full value of your item — you keep the piece, nothing to ship back — to use on anything in the shop, including the same item in a different size. One store credit request per customer. See our refund policy.
How much does shipping cost?
Nothing. Complimentary worldwide shipping on every order, fully tracked, door-to-door.
How long will my order take?
Each piece is dispatched within 3–5 business days. Delivery windows begin once your order ships, not the day you place it:
- United States: 7–14 days
- United Kingdom & Europe: 8 days
- Canada, Australia & rest of world: 12 days
Allow about 2–3 weeks in total from the day you order (US). Times may extend during peak seasons, holidays, or unexpected customs delays. We'll keep you updated if anything affects your order. See our shipping policy.
Why not next-day like Amazon?
Because we are not Amazon, and that is deliberate. Our pieces come from specialist partners rather than sitting in a warehouse, which is exactly why they are not in every shop window. We pad our estimates so your order usually lands before the latest date shown.
When does my tracking start updating?
Your tracking link arrives by email the moment your order ships and updates the entire journey through to delivery. Allow up to 48 hours after dispatch for the first carrier scan — a quiet tracking page in that window is normal. Track any order at our tracking page.
My tracking hasn't moved in over a week.
If tracking hasn't updated in 10+ days or shows the package lost in transit, reach out and we'll open an investigation with the carrier. If it can't be recovered, we send a free replacement.
My item arrived damaged, defective, or wrong.
Email support@emperielle.com within 72 hours of delivery with your order number and a photo or short video. We make it right with a replacement or full refund — nothing to ship back. Always reach out before leaving a review or opening a dispute; it is by far the fastest route. See our refund policy.
Can I get a refund if I change my mind?
Cash refunds aren't available for fit or change of mind, but every order is covered by store credit — see above. Nothing in our policy limits your legal consumer rights. See our refund policy for details.
Can I change or cancel my order?
Email us within 12 hours of ordering and we'll do our best. After that your order is already being prepared for shipment and may not be able to be changed.
Will I be charged customs or duties?
Orders to most countries arrive with no additional fees. Some destinations charge import duties or taxes at delivery — these are set by your local government and are the customer's responsibility. Contact your local customs office for specific rates.
Are shipping costs refundable?
Shipping costs are non-refundable. Carrier or customs delays on their own are not grounds for a refund, though we will always help track your order until it arrives. Orders refused at delivery, or returned because of an incorrect address provided at checkout, may be refunded minus shipping once the package is received back. See our refund policy.
How do I care for my pieces?
Open the Materials & Care panel on any product page. Every item lists its own fabric composition and washing instructions — no generic advice.
How do I reach a human?
Email support@emperielle.com — a real person replies within 24 hours, Monday through Friday. We genuinely want to help.