Return Policy

 

Return Policy

Emily Toronto

Order Confirmation & Policy Agreement

By placing an order on the Emily Toronto website, you confirm that you have read, understood, and agreed to this Return & Refund Policy.

Completing a purchase means that you:

  • Have reviewed and accepted our return conditions and timeframes

  • Agree to follow the return procedure outlined below

  • Acknowledge that in the case of a payment dispute or chargeback, this policy and all related order records may be used as supporting documentation

Returns

If you are not fully satisfied with your purchase, you may request a return for eligible items within 30 days of delivery, provided the conditions below are met.

Return Eligibility

To qualify for a return:

  • Items must be unused, unworn, and unwashed

  • Items must be returned in their original condition and packaging

  • Only normal inspection and handling is allowed

  • Return shipping and handling costs are the responsibility of the customer

Once we receive your return, it will be inspected and processed within 7 business days. We reserve the right to refuse returns that show signs of wear, misuse, or damage not caused by us.

How to Request a Return

To initiate a return, please follow these steps:

  • Email us at info@emilytorontostore.com within 30 days of delivery

  • Include the following details:

    • Order number

    • Reason for return

    • Photos of the item (required if damaged or defective)

    • Full name and shipping address

Please wait for return approval and instructions before sending any items back. Unauthorized returns may be refused.

We strongly recommend using a tracked shipping service and keeping proof of shipment until your return has been completed.

Defective or Damaged Items

If your order arrives damaged or defective, please contact us within 2 days of delivery at info@emilytorontostore.com.

Include:

  • Order number

  • Description of the issue

  • Clear photos or a short video showing the problem

Once reviewed:

  • We may offer a replacement depending on availability and the nature of the issue

  • In some cases, a return may not be required

Replacement orders are typically processed within 7–14 business days.

Lost, Refused, or Unclaimed Orders

If your package is believed to be lost in transit:

  • Contact us with your order number and tracking details

  • We will initiate an investigation with the shipping carrier

  • If confirmed lost, we will arrange a replacement or refund

If a package is refused, unclaimed, or returned due to an incorrect address provided at checkout, a $35 CAD fee may be deducted from your refund to cover shipping and administrative costs.

Cancellations & Right of Withdrawal

You may request cancellation before your order has been shipped by contacting us as soon as possible.

Please note:

  • Orders cannot be cancelled once they have been shipped

  • If the order is already in transit, you must wait for delivery before initiating a return

  • Return shipping costs are the responsibility of the customer

Chargebacks & Disputes

We always encourage customers to contact us first so we can resolve any issue quickly and fairly.

If a chargeback or payment dispute is filed, we may provide supporting documentation to the payment provider, including:

  • Order confirmation

  • Shipping and tracking information

  • Communication history

  • Submitted evidence such as photos or videos

Filing a dispute without prior contact may delay resolution.

Important Information

  • All approved returns must be shipped to our designated fulfillment location

  • Return shipping costs are not covered by us

  • We are not responsible for customs delays or import issues

  • Returned items must be in resellable condition

  • Hygiene-sensitive or used items will not be accepted

Contact Us

If you have any questions about this Return & Refund Policy, you can contact us:

Emily Toronto
Email: info@emilytorontostore.com