Refund policy

At Emma & Claire Toronto, customer satisfaction is very important to us. However, we understand that there may be situations where you wish to return an item. This Return Policy explains the conditions, process, and responsibilities clearly and transparently.

1. Eligibility for Returns

Returns are only accepted under the following conditions:

  • A return request can only be submitted after the item has been physically received.

  • Return requests must be submitted within 30 days of delivery.

  • Items must be:

    • Unused and unworn

    • Unwashed

    • Undamaged

    • In original condition

    • With all original tags and labels still attached

  • Trying on an item is permitted; wearing it beyond fitting is not allowed.

  • Orders placed intentionally in multiple sizes or variations with the intention of returning part of the order are not eligible for return.

2. Return Costs

  • All return shipping costs are the responsibility of the customer, including:

    • International shipping fees

    • Customs duties or import charges

  • Original shipping fees are non-refundable.

3. Return Process

To ensure a smooth return process, please follow the steps below:

  1. Submit your return request by emailing info@emmaclairetoronto.com within 30 days of receiving your order.

  2. After approval, you will receive the return address of our supplier, which is located in China.

  3. Ship the item back at your own expense.

  4. We strongly recommend using a shipping method with track & trace, as you are responsible for the return shipment until it is successfully delivered.

4. Refunds

  • Once the returned item has been received and inspected at the return address, we will assess its condition.

  • If the return is approved, the purchase amount will be refunded within 14 days via the original payment method.

  • Refunds apply only to the product price. Shipping, customs fees, and return costs are not refundable.

5. Liability & Responsibility

  • We are not responsible for lost return shipments.

  • We are not liable for packages marked as delivered by the carrier to the address provided by the customer.

  • Customers are responsible for providing a correct and complete shipping address.

  • Any address errors must be reported within 24 hours of placing the order. Changes requested after this period cannot be guaranteed.

7. Exchanges & Replacement Items

  • In cases where a replacement item is provided (e.g., for sizing issues or as a gesture of goodwill), this replacement is considered a final resolution.
  • Replacement items are not considered new purchases and are therefore not eligible for return, refund, or exchange.
  • Customers are not required to return the originally received item when a replacement is issued.
  • By accepting a replacement, the customer agrees that the case is resolved and waives the right to request further refunds or returns related to that order.

6. Contact Information

For questions regarding returns or this Return Policy, please contact us:

Emma & Claire Toronto
Email: info@emmaclairetoronto.com