Store Policy

EMI CLAIRE SMOCK CO. POLICIES

⭐️ SHIPPING 
*Once all items from your invoice arrives to me, I will then ship to you. Orders will not be fulfilled until all items arrive. Each invoice will be fulfilled by itself. 

Once an item leaves our warehouse via UPS, USPS, or FedEx we are no longer responsible for it. Any loss package claims will have to be filed with the mail carrier by the customer. We put insurance on every one of our packages. 

Ready to ship items ship within 10 business days.

⭐️ PAYMENT METHODS

WE NO LONGER ACCEPT VENMO. We will only be accepting our payment methods through Shopify, which include: all major credit cards / Sezzle / Shop Pay. 

⭐️ BUSINESS HOURS
⏰ Monday, Tuesday, Wednesday, Thursday, Friday 
7:00 AM - 6:00 PM CST - any emails or messages sent after these hours will be answered within 48 hours of it being sent.
Saturday - we will have pre-scheduled preorders, but we will not be active on the weekends. 
** this is subject to change for any illness, emergencies, trips that may arise.
✨ I am setting business hours because I find myself working from 6 AM until around 11 PM every day. 🥹 I have lost so much time with Emi and my family that I am truly needing to work on set hours to work. 

⭐️ CONTACTING US

✨ We have our personal messages turned off so nothing ever gets missed! We do not accept personal messages.

 Any questions related to order status, ordering, etc. will need to be directed to: 
🚨 emiclaire.customerservice@gmail.com OR you can reach us with our public Facebook page on messenger. Messaging the public page may get a quicker response because I’m not the only one answering messages on it. Any other method of trying to reach us is subject to be missed.

⭐️ ESTIMATED TIME OF ARRIVAL 
✨ ETA’s are strictly estimated time of arrival. This is based off of the supplier - we have no control over unforeseen circumstances. Some items may arrive early, some may be a few weeks late. If sizes are claimed properly, there will be no issues if an item is a couple of weeks late. Refunds will not be offered until at least a month after ETA.

We will no longer be putting early / mid / late portion of the months for ETA’s. For example:
ETA: mid May ❌

We will start having all preorders as:
ETA: May 
🚨 Please note, with ETA being May, this could be anywhere from May 1st to May 31st. This does not mean beginning / mid / late May, this could be any day in May this item arrives to me, then to you. 

Most of the time, things arrive early or right on time.

MONOGRAMS adds on an additional 3 weeks to ETA!

⭐️ ADDRESS CHANGES
✨ All address changes must be sent to: emiclaire.customerservice@gmail.com 
——We will no longer be accepting address changes via personal PM or public page messenger. With daily shipping, we want to have all address changes in one place so we do not miss it. If you change it in your Shop, you still have to update it with us because it does not change in our system.

📦 In the event an item gets sent out before contacting us, per policies, if the item arrives back to us - shipping costs will need to be paid for items to be sent back out. 

⭐️ REFUNDS / RETURNS

ALL SALES ARE FINAL. In the event your item is defective, damaged or if you receive the wrong item, please contact us within 48 hours of receiving your item so that we can evaluate the issue and make it right. If your return is accepted, it must be returned unused / unwashed, with tags AND original packaging(clear bag) it arrived in. (This has been policy since opening). Once the return is accepted, it must have active tracking within 5 business days, or it will void.

We do not refund for any mis-sizing or “loose” threads that may have not been cut. 

Refunds will not be processed until we receive the item back in the condition it was sent. Once we receive the item back, we will issue a refund to your original payment method. 

Just as a reminder, there can be slight color variations from the screen to the made item.

Mock-ups are digital pictures - end products may differ slightly.

If we accept a return that is not a defect and can still be worn, customer is responsible for shipping it at your expense. If item has a true defect and cannot be worn due to defect, Emi Claire will cover shipping.

⭐️ COMMENTING 

All post comments will be turned off indefinitely once a preorder is no longer available for preorder and has closed. While we want to offer an item as long as we can to everyone, we have deadlines to meet and add ons past closing may get missed and not ordered.

🌟 PURGES / RTS POSTS

In the event an item is oversold or our inventory is miscounted, we will refund your original payment method. 

No dirty deleting comments once posted. If you delete your comment after claiming you will be removed from the group. 

⭐️ CLAIMING / UNPAID INVOICES

Your comment is your commitment to pay. Once we receive your comment claiming, that gets added to production counts and helps determine if an item will be pushed to production. When we have 3 - 4 invoices go unpaid on one preorder post, this leaves us having to buy these outfits plus the remaining extras we have to pickup to meet production and takes out of our income. Please, please, do not do this. 

Once an item is claimed, we count that in to production. We can not remove once an invoice as been sent. 

Unpaids will result in a ban even if there are open preorders with us. If you have preorders still open with us, they will be fulfilled just the same when they arrive. After you are removed from the group, you can still message our public page, or email us to inquire about your order. 

Invoices are due to be paid 24 hours from the time they are sent from us. We typically give 2/3 days with reminders - but some deadlines do not allow us to go past the 24 hour mark, so please get these paid quickly to ensure you receive your item and do not get banned. One of our team members may text you with a reminder with your invoice link.

Please check over all invoices before paying for accuracy. Once an invoice is paid, we can not change it and it is ordered as shown on the invoice.

⭐️ SMOCKED / HAND EMBROIDERY ITEMS

These items are not perfect ~ these are all individually hand made. Not one is the exact same and is a one of a kind. These are not done by machine, so it does not have a perfect look like something done by a machine. Names / sayings / images may be spaced or have a minor crooked look due to it being handmade. By claiming, you must understand this. All sales are final. 

⭐️ BE ALERT TO SC@MS

I absolutely hate having to even mention this, but myself and multiple other boutiques have fallen victim to this. We work very diligently to keep people out of our group that may cause this, but we are human and may let something slip through the cracks. Please help us by not sending anyone:

PAYPAL
CASHAPP
VENMO
APPLE PAY

We will never request money over a random email saying our links are broken. We are not responsible for any payment made through these emails.

⭐️ NO DRAMA

Absolutely no drama is tolerated in our group. Being rude or saying anything disrespectful to myself, admins, moderators or other customers will result in immediate removal from our group, and your orders will be fulfilled as your items come in. 

Suppliers - 

We have two main suppliers. One is our smock manufacturer and one is our non-smocked supplier. While both are great manufacturers, our non-smock supplier is cheaper and not the exact quality of our smock supplier - price reflects this. Typically double sizing (for example: 12/18) is our non-smock. Single sizing (12M) is usually our smock supplier.

We do not have any rep codes / discount codes at this time!

LATE FEE FOR LATE INVOICE PAYMENT (eff.1/1/25)

We are having to spend several hours each week to tag invoice reminders and try to track down. With having to pay staff for this additional time and us working more hours, we have implemented a $5 late fee for any invoices that are not paid within 5 days of the invoice being sent, unless you have contacted us with arrangements.

If you are caught copying / mimicking ECSC designs, you are subject to removal from our group. We spend hours every week to offer exclusive designs to our customers and a lot of time pay for designs and custom material and arts. This includes sending our designs to other companies to have replicated. Outfits must bear no resemblance to our outfits. 

⭐️ ⭐️ NEW policy re: UNPAID INVOICES

Effective immediately:

If you have an unpaid invoice, even if you have a payment arrangement, you will be tagged on the unpaid post. We receive many payment arrangements that we cannot keep up when we tag courtesy reminders. While we do not mind payment arrangements and helping as much as we can, the easiest way to keep up with unpaid invoices is by tagging them on the unpaid invoice thread. If you receive a tag or text and have a payment arrangement, please kindly remind us under your tag or in the text. This is simply a courtesy reminder. If you do not want to be tagged on the Facebook page, please make sure that your invoice is paid prior to Sunday evening. Before removing anybody from the group, I verify everyone with an unpaid do not have a payment arrangement. If you’ve been with us for a while, you know we are more than happy to help everybody and love doing it however, whenever payment arrangements are not kept, or customers are not kind whenever we remind them, it becomes very disheartening. We have had a lot of this lately and it is unfair to us and our staff.

If you have an unpaid invoice from week(s) prior, whether you have a payment arrangement or not, we will not be invoicing any week after that until that invoice is taken care of. We absolutely hate to implement this, however, we have several that have multiple weeks unpaid that continue to claim, and it affects our production and leaves us financially responsible for that item if it doesn’t end up getting paid.  

⭐️⭐️ LATE CLAIMS

We will not be accepting any more late claims. While we absolutely appreciate your support, our pre-orders are open for a week on the Facebook page or on the website. Orders will be cut off at 8 PM central standard time on Friday evenings. Unfortunately, we are going to have to stop taking late claims because we end up spending the weekend invoicing and those are the only two days that we try to take off throughout the week to try to spend time with our daughter. 

⭐️ HOW to contact for a payment arrangement:
Effective immediately, we will only be accepting payment arrangements through our public page messenger or email. We receive quite a few personal messages and they become very overwhelming or get lost. Messaging the public page or our email ensures that your message or email will be seen by one of our staff as multiple people have access to those accounts.

We appreciate all of our Emi Claire family and friends!