Refund and Cancellation Policy

BEST PRICE GUARANTEE

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We know you won't find a better price on our outfits, anywhere. 
We promise to match any advertised, in-stock price.
Simply send us the link or an official quote from another retailer and as long as it's the identical product with product ID we'll refund you the difference. Easy as that! 

 


GREAT FIT & 100% SATISFACTION GUARANTEE

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Each and every beautiful garment and jewelry is hand inspected to make sure you get the highest standards of craftsmanship, quality and authenticity. 
 
We guarantee that your outfits will be made to the measures you've provided.  Simply let us know of any problems within 3 days of receiving your order and we'll do whatever it takes to make sure you're happy.

Unlike other websites and stores, 'made to measure' items are also included in this guarantee*.

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NO-FUSS RETURNS & EXCHANGE

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Not sure if you want to keep your item? No problem.

  • 'Standard sized', in stock garments can be refunded or exchanged within 5 days of receipt.

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  • Simply mail your unworn item(s) with tags attached and in an unmodified, unworn state in original packaging back to us following the steps below.

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  • All returns and exchanges must be received within 10 days of receipt. 

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  • All returns are at the customer's expense, delivery costs are non-refundable.

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  • 'Made to measure' items; we'll help you fix any problems first or offer an exchange or store credit if we can't.  

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  • 'Customized' items where you've asked us to modify or change details from the original website look are non-refundable and non-exchangeable.

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  • 'Fast Track' items. If you've paid for 'fast track' production to meet a deadline, we'll prioritize your order to ensure it's sent in good time before the deadline but can't exchange or refund the order if the deadline is missed for some unforeseen reason e.g. postal strike. Of course we'll still do whatever we can to fix any issues in the unlikely event of having a problem.  

 

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EXCHANGE POLICY

The safe delivery and cost of your returning your item(s) is your responsibility until it reaches our Returns Address.We'll refund the full value of your order (excluding any shipping costs) within 14 days of receiving the product back.

 


HOW TO RETURN ITEMS


STEP 1 - EMAIL CUSTOMER CARE

  1. Email Customer Care as soon as you receive your item at ekaacouture@gmail.com letting us know: Your order number 

  2. Specifically which item(s) you want to return or exchange and why.

  3. If the product has an issue, send us details and images as we'll help fix this first. 

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STEP 2 - PACK YOUR ITEM(S)

  1. If you need to return your item, we'll send you a Returns Address.

  2. Pack your unworn, unmodified and unused item carefully in the original packaging, with all tags still attached.

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STEP 3 - POST BACK USING A TRACKABLE METHOD

  1. Return your package using a trackable courier. The safe delivery and cost of your item(s) is your responsibility until it reaches our Returns Address.

  2. Email us your post/delivery receipt so we know it's on its way

  3. All returns for refunds or exchange must be received at our Returns Address within 10 days of you receiving your item(s).
     

 


HOW TO EXCHANGE ITEMS

Exchange your item(s) by returning them for a refund, using the easy steps above and then start a new, separate purchase.
 
 
*IMPORTANT POINTS: RETURNS & EXCHANGES

  • As our items are made to measure, we can't offer you a refund or exchange just because you've changed your mind. We'll always try to put right whatever's bothering you first.

  • All screens have different color settings so there can be some variation in color and tone unless you specify a particular Pantone reference.  

  • We can't accept liability for items not received to our Returns Address.

  • All refunds are credited back to the original card used to purchase.

  • Allow up to 14 business days for your bank to credit your account. This varies depending on your card issuer.

 
FAST-TRACK PRODUCTION 

All of our pieces have an estimated production time allowing the outfit to be hand made, hand inspected and delivered in ample time. Fast-Track production, can be purchased at check out. It means that your item(s) will be prioritized, made faster and shipped before the due date but we can't predict or be responsible for any delays once in transit, so please leave as much time as possible! 


SALE ITEM REFUNDS & EXCHANGE

All sale items, unless specified are also still included in the 100% Satisfaction Guarantee.
 
LATE RETURNS

All items for return or exchange must be requested within 14 days of receipt and must be returned and received by us within the same time. Anything received after 14 days won't be accepted.

 

 
CANCELLING YOUR ORDER

  • You have 24 hours to cancel your order, unless you have requested fast track service. In that case we start working on your order and cancellation is not possible.

  • Made to measure items are excluded from cancellation even if you haven't yet sent your measures as Designers often buy materials based on an order being received.  

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HOW TO CANCEL YOUR ORDER

  • Email us at ekaacouture@gmail.com stating you'd like to cancel.

  • Your cancellation request need to come to us within 24 hours of placing the order. 

 

 

REFUNDS

We can refund the person whose name is on the card that was used for the original purchase. All orders will have their sales taxes refunded. Our processing takes up to 3 weeks and banks can take and additional up to 14 business days to credit a refund into your account; this can vary between card issuers.
 
 
We’re always here to help. So if you would like any assistance just contact Customer Care at ekaacouture@gmail.com where one of the team will be happy to help you.