Return & Refund Policy

At Evelyn & Rose Toronto, we want you to feel confident when placing an order with us. If your purchase is not quite right, you may request a return within 30 days of delivery, subject to the conditions described below.

30-Day Return Period

Returns are accepted within 30 days of delivery. Customers are responsible for tracked return shipping to our international returns facility. Please contact support@evelynrosetoronto.com before returning an item.

Return requests submitted after the 30-day return period cannot be accepted.

Return Eligibility

To qualify for a return, your item must meet all the following conditions:

• The item must be unworn, unused and unwashed.

• The item must be returned with all original tags, accessories, parts and components.

• The item must be returned in its original packaging.

• The item must not contain stains, odours, damage, alterations or other signs of wear.

• The item must have been handled carefully and only tried on to determine its fit.

• The return request must be submitted within 30 days of delivery.

• The return must be approved by our customer service team before it is shipped.

We reserve the right to refuse a return when an item does not meet these conditions or when we reasonably believe that the item has been worn, washed, altered, damaged or used beyond what is necessary to check its fit.

Sale items may also be returned within 30 days, provided they meet all the eligibility conditions in this policy.

Hygiene-Sensitive Products

For hygiene reasons, underwear, intimate apparel and other hygiene-sensitive products cannot be returned after they have been worn, washed or had their protective hygiene seal removed.

Swimwear may only be returned when it is unworn, unwashed and returned with the original hygiene liner and tags fully attached.

How to Request a Return

Before returning an item, please email our customer service team at:

support@evelynrosetoronto.com

Please include the following information:

• Your full name

• Your order number

• The email address used to place the order

• The product you would like to return

• The reason for your return

• Clear photographs if the item is damaged, defective or incorrect

Our customer service team will review your request and provide you with the correct return instructions and international return address.

Please do not return your order to the address shown on the original parcel. This may be the address of a shipping or logistics partner and not our returns facility.

Returns sent without prior approval or to an incorrect address may not be received or processed.

Return Shipping Costs

We do not offer free returns. All return shipping costs are the responsibility of the customer unless otherwise confirmed in writing by our customer service team.

All returns must be sent to our international returns facility using a trackable shipping service. Return shipping prices depend on the parcel’s weight, dimensions, destination and the courier selected by the customer.

Evelyn & Rose Toronto cannot reimburse return shipping costs, customs charges, handling fees or other expenses charged by the selected courier.

The customer remains responsible for the return parcel until it has been delivered to our returns facility. We therefore strongly recommend keeping the tracking number and proof of shipment.

We cannot issue a refund for a return parcel that is lost in transit or cannot be located without valid tracking information.

Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives.

If you receive an incorrect, damaged or defective item, contact us promptly at support@evelynrosetoronto.com and include your order number and clear photographs showing the issue.

Please do not return a damaged, defective or incorrect item before receiving instructions from our customer service team. We will review the issue and provide an appropriate solution based on the circumstances.

Damage caused by improper use, washing, normal wear and tear, accidental damage or failure to follow the product’s care instructions is not considered a manufacturing defect.

Exchanges

If you would like a different size, colour or product, please contact us within 30 days of delivery.

Exchanges are subject to product availability and the eligibility conditions described in this policy. If a direct exchange is not available, we may ask you to return the original item and place a new order.

Return shipping costs associated with an exchange are the responsibility of the customer unless otherwise agreed in writing.

Order Cancellations

Orders enter processing shortly after they are placed. If you wish to cancel or modify an order, contact us as soon as possible at support@evelynrosetoronto.com.

We cannot guarantee that an order can be cancelled or modified after it has entered processing or been transferred to our international logistics partner.

Once an order has been shipped, it can no longer be cancelled. You must wait until the order has been delivered and then request a return in accordance with this policy.

Return Inspection

Once your return has arrived at our international returns facility, it will be inspected to confirm that it meets the return conditions.

Please allow up to 7 business days after delivery of the return parcel for the inspection to be completed.

We will contact you by email when your return has been approved or if additional information is required.

Refunds

Once your return has been received, inspected and approved, your refund will be issued to the original payment method.

Please allow up to 7 business days for us to process an approved refund. After the refund has been issued, your bank, credit card provider or payment service may require additional time before the funds appear in your account.

Original return shipping costs, customs charges and handling fees are non-refundable.

If a returned product does not meet the conditions in this policy, we reserve the right to refuse the refund. Where appropriate, we will contact you with further information.

Refunds Without Returning the Product

In certain situations, our customer service team may offer an alternative solution, such as a partial refund while allowing the customer to keep the product.

Any such offer is made at our discretion and must be confirmed in writing. Accepting a partial-refund solution closes the return request for that item unless otherwise expressly agreed.

Contact Us

If you have questions about a return, refund or exchange, please contact:

Evelyn & Rose Toronto Customer Care
Email: support@evelynrosetoronto.com

We aim to respond as quickly as possible during our customer service hours.

Your Statutory Rights

Nothing in this policy is intended to limit any rights or remedies that cannot legally be excluded under applicable consumer-protection legislation.