Return Policy
At Emily & James Toronto, we do everything we can to keep our customers satisfied. However, we understand that there may be situations where you wish to return a product. This document clearly outlines our return policy.
Conditions for Returns
- A return request may only be submitted after you have physically received the item.
- Return shipping costs are fully the responsibility of the customer, including any international shipping costs.
- Items must be unused, unwashed, undamaged, and in their original condition, with all tags and labels still attached.
- Trying on items is permitted; wearing them is not.
- Orders placed with the intention of purchasing multiple sizes and returning part of the order are not eligible for return.
Return Process
- Submit your return request by contacting support@emilyandjamestoronto.com within 14 days of receiving your item.
- You will receive the return address of our supplier, which is located in China.
- Return the item at your own expense, including any shipping fees, customs duties, or related costs.
- We strongly recommend using a shipping method that includes tracking information (track & trace).
Refunds
Once the returned item has been received at the return address and its condition has been approved, the purchase amount will be refunded within 14 days via the original payment method.
Order Cancellations
- Orders can only be cancelled within 12 hours of placing the order.
- Once an order is placed, it is immediately processed and prepared for shipment.
- After the 12-hour cancellation window has passed, cancellation is no longer possible, as the order will already be in the processing or shipping stage.
- If a cancellation request is submitted within 12 hours, a cancellation fee of 15% of the total order value will be applied.
- This fee covers processing, handling, and preparation costs already incurred.
- Cancellation requests must be submitted by contacting support@emilyandjamestoronto.com within the 12-hour timeframe.
- Cancellation requests received after 12 hours cannot be accepted.
Liability
- We are not responsible for lost packages if tracking information indicates that the order was delivered to the address provided by the customer.
- If an incorrect address was provided, this is the responsibility of the customer.
- Any address errors must be reported within 24 hours of placing the order.
Contact
If you have any questions regarding returns, please contact us at support@emilyandjamestoronto.com.