Return & Refund Policy
Last Updated: June 2026
At Emily & Oliver Toronto, customer satisfaction is extremely important to us. If you are not completely satisfied with your purchase, we are happy to assist you. Please carefully review our Return & Refund Policy before initiating a return request.
For any questions regarding returns, exchanges, or refunds, please contact us at:
Email: info@emilyolivertoronto.com
1. Our Fulfillment Model
To reduce unnecessary waste and support a more sustainable business model, Emily & Oliver Toronto works with a direct fulfillment network.
Some products are shipped directly from our trusted international fulfillment partners and suppliers. As a result, approved returns may need to be sent to the designated return facility provided by our customer support team.
Please do not return any items without first contacting us and receiving return instructions.
2. Return Request Period
You may request a return within 14 days of receiving your order.
To initiate a return, please email info@emilyolivertoronto.com and include:
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Your order number
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The item(s) you wish to return
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The reason for your return request
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Supporting photos if applicable
Once your request has been reviewed and approved, we will provide the appropriate return instructions.
3. Return Eligibility
To qualify for a return, items must meet the following conditions:
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Unused and unworn
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Unwashed
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Free from damage caused after delivery
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In their original condition
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With all original tags, labels, and packaging intact
Items may be tried on for sizing purposes but must not show signs of wear.
The following items may not be eligible for return due to hygiene and safety reasons:
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Underwear
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Swimwear
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Earrings and certain jewelry items
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Personal-use accessories
unless received damaged, defective, or incorrect.
Items purchased during special promotional events or clearance sales may be subject to additional return restrictions where permitted by applicable law.
4. Return Shipping Costs
Unless the return is due to an error on our part, such as receiving a defective or incorrect item, customers are responsible for return shipping costs.
This includes:
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Return postage fees
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International shipping charges
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Customs duties or import-related fees (if applicable)
Customers are responsible for arranging and paying for the return shipment.
We strongly recommend using a shipping service that provides tracking information. Emily & Oliver Toronto cannot be held responsible for returns that are lost in transit and cannot be verified through tracking.
5. Alternative Resolution Options
Because international returns can sometimes be costly and time-consuming, we may, where appropriate, offer alternative solutions that are more convenient for both parties.
Depending on the situation, these may include:
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A partial refund
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Store credit
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A replacement item
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A discount on a future purchase
These solutions are evaluated on a case-by-case basis and can often provide a faster resolution than returning the item.
We encourage customers to contact us before shipping any item back.
6. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, incorrect, or significantly different from what was ordered, please contact us within 30 days of delivery.
To allow us to investigate and resolve the issue promptly, please provide:
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Your order number
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A detailed description of the issue
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Clear photographs showing the problem
Without sufficient documentation, we may be unable to process the claim.
Once reviewed, we will work with you to provide an appropriate resolution, which may include a replacement, store credit, partial refund, or full refund depending on the circumstances.
7. Refund Process
Approved refunds will be processed after the returned item has been received and inspected, where applicable.
Once approved:
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Refunds will be issued to the original payment method used for the purchase.
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Processing times may vary depending on your payment provider.
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Refunds are generally completed within 30 business days after approval.
Original shipping charges are non-refundable unless the return results from our error or a defective product.
8. Order Changes and Cancellations
Because orders are processed quickly to ensure efficient fulfillment, cancellation requests cannot be guaranteed once an order has entered processing.
If you need to modify or cancel an order, please contact us immediately at:
We will do our best to assist you before fulfillment begins.
Customers are encouraged to contact us directly before initiating a payment dispute or chargeback. In most cases, our customer support team can provide a faster and more satisfactory solution.
9. Delivery Responsibility
Emily & Oliver Toronto is not responsible for packages that are marked as successfully delivered by the shipping carrier to the address provided during checkout.
Customers are responsible for ensuring that all shipping information is accurate at the time of purchase.
If you notice an error in your shipping address, please contact us within 24 hours of placing your order at:
While we will make every effort to update the information before shipment, address changes cannot be guaranteed once processing has begun.
10. Contact Information
For all return, refund, and order-related inquiries, please contact:
Emily & Oliver Toronto
Email: info@emilyolivertoronto.com
Our customer support team is committed to providing fair, transparent, and timely assistance to ensure the best possible shopping experience.