Payment & Inquiries
Information on our accepted payment methods, taxes, and security.
How do I cancel my order?
- Andre Emilio garments are made based on a customer’s unique body measurements and customization choices. Production starts on the order immediately after purchase and we are unable to accept any changes to orders; customizations, measurements, fabric choices once an order has started production.
My account is locked – what do I do?
- Clearing your web browser cache can often resolve simple login issues. After clearing your browser cache, ensure you restart the browser
- Resetting your password if you are still unsuccessful logging will send a password reset link to your email. If you don’t receive this email, check your junk folder and spam settings and try resetting again if needed.
How do I email Andre Emilio Customer support team?
- We recommend you look for your question in our Help Center and attempt the ticket submission form before reaching out via email.
- If the information in our Help Center has not given you the answers you were looking for, and you’re having trouble submitting a ticket, you can contact us via email at firstname.lastname@example.org
Can I use two coupons at once?
- The majority of our coupons cannot be stacked, meaning you can only use one at a time.
Will I need to pay sales tax on my order?
- Whether you need to pay sales tax on your order depends on where you live.
Sale Pricing and Price Adjustments
- In the world of online shopping, sales come and go quickly. As a rule of thumb if you see a deal that you like, snap it up before it is gone as we don’t honor sale pricing once the sale is over.
- We offer a first-time customer coupon for those who sign up to our mailing list before making their first purchase. You will be emailed a unique coupon code within 48 hours of signing up. Welcome coupon codes cannot be combined with any other offers, including Podcast coupons, Refer-a-Friend coupons and Wedding Offer coupons. Welcome codes are not eligible for redemption when purchasing a Showroom Exclusive bundle package.
I’m having trouble checking out. What do I do?
Here are a few common things that might be getting in the way of you checking out, and steps to fix them.
- Make sure that your internet browser is up-to-date
- Try another internet browser. We find Google Chrome usually works best
- Try resetting your browser and clearing your cache
- Try disabling the ad blocker and attempting checkout again
- If all of these steps do not work, try again on a different device
Can I buy now and measure later?
- In order for us to make your garment, you need to send us your measurement profile. You have 14 days after you purchase to send us your measurements and complete your order.
Can I hold my order?You can hold your order for up to 14 days following the date of purchase before the order goes into production. This allows you to:
- Confirm or update your measurements
Why is my order on hold?There are a few reasons your order may be on hold; some of them can be resolve by you and others require the assistance of our Customer Experience Team.
- Missing measurements
- Missing customizations
- Held upon request
How do I check my order status?
- You can view your order status by logging into your account on the website and checking your Order History.
How secure is my payment? Do you have my credit card information on file?
- We takes many active steps to ensure the absolute safety of your credit card and personal information. We process all credit card sales via a fully secure and reputable third party payment processor and do not keep full credit card information on record.
What payment methods do you accept?We accept all major credits including:
- American Express
Can I pay with a prepaid Visa or MasterCard Card?
- If your prepaid Visa/MasterCard has enough value to cover the entire cost of your order then check out and pay as normal.
Will I have to pay extra customs charges?
- You won’t have to pay any additional customs charges.