Refund Policy

You can only return products if you have received the wrong or defective product. (Photos and Opening Video are required.)

Exchange Policy

• We have a 3-day exchange policy, which means you have 3 days after receiving your item to request an exchange.

• Please note that we only offer exchanges for items of the same or higher value.

• To be eligible for a return or an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

• Please note, the return article will need to be shipped back to us by the customer.

• We have to receive the package within 14 days of delivery.

• To start an exchange, please contact our team within 3 days of delivery with the following information:

  • Order Number

  • Delivery Address

  • Specify the Reason for Exchange and in case of a defective or incorrect product, please send us an image of the item.

  • If your exchange is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

• You can always contact us for any return questions at ensemblecouture@gmail.com from Monday to Saturday, between 10:30 AM to 6:30 PM. We will look into the issue and respond accordingly.

• We will not exchange/return any item that we were not notified about.

• Pre-Order Articles cannot be returned or exchanged.

• Made-to-Order/Stitched Articles cannot be returned or exchanged.

• We will not exchange/return any custom order.

• There will be only one exchange.

• There will be no return/exchange on sale items.

• No guarantee or warranty on fabrics.

• Custom-made items and sourced articles cannot be returned or exchanged.

Delivery Availability Policy

To ensure the successful delivery of your order, please be available to receive it at the scheduled time. We are not responsible for any issues that may arise if you are not present to accept the delivery. If you're unable to be home, we recommend making alternative arrangements to receive your order.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can exchange it without any delay.

Refund Policy

We offer a 100% refund if you have received a damaged product. (Opening Video of the parcel is mandatory to claim this.)

Refunds will be processed within 3-5 business days.

Cancellation of Orders by Ensemble:

• We reserve the right to refuse or cancel any order for reasons such as incorrect pricing, out-of-stock items, or increased shipping costs/import duties.

• Cancellations apply to both paid and processed orders.

• Customers will be informed of cancellations, and refunds will be issued accordingly.

Order Cancellation Policy by Ensemble:

• We possess the authority to refuse or terminate any order for reasons such as incorrect pricing, unavailability of items, or escalated shipping costs/import duties.

• Refunds will be issued for both completed and pending orders.

• Customers will be notified of any cancellations, and corresponding refunds will be processed.

Order Cancellation Procedure

• It is important to note that an order can only be canceled within the first 24 hours of its placement. After the order has been processed, we are unable to entertain any cancellation requests.

• As per our standard business practices, Ensemble reserves the right to cancel an order and issue a full refund to the customer, provided the order has not been approved or processed by us.

• In instances where there is a delay in collection or delivery of the product from the brand or designer, Ensemble will not be able to cancel the order. However, store credits can be applied towards the cancellation.