Refund Policy

Evelyn Toronto

Order Confirmation & Policy Agreement

By placing an order with Evelyn Toronto, you confirm that you have read, understood, and agreed to the terms outlined in this Return & Refund Policy.

Completing a purchase means that you acknowledge:

  • Our return conditions and timeframes

  • The required return procedure

  • That this policy may be used as reference in the event of a payment dispute or chargeback, together with order and communication records

Returns

If you are not fully satisfied with your order, eligible items may be returned within 30 days of delivery, provided all conditions below are met.

Return Eligibility

To qualify for a return:

  • Items must be unused, unworn, and unwashed

  • Products must be returned in original condition and packaging

  • Only basic inspection and handling may have occurred

  • Return shipping costs are the responsibility of the customer

Returns are inspected upon arrival. We reserve the right to decline returns showing signs of use, damage, or improper handling.

Approved returns are processed within 7 business days after receipt.

How to Request a Return

To start a return request, please email us within 30 days of delivery at:
📧 info@evelyntoronto.com

Please include:

  • Your order number

  • Reason for return

  • Clear photos (if the item is damaged or defective)

  • Your full name and shipping address

Wait for confirmation and return instructions before sending any items.
Returns sent without approval or to an incorrect address may be refused.

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

Damaged or Defective Items

If your order arrives damaged or defective, contact us within 48 hours of delivery at info@evelyntoronto.com with:

  • Your order number

  • A short description of the issue

  • Clear photos or a short video showing the defect

After review, we may:

  • Offer a replacement (subject to availability)

  • Issue a refund

  • Waive the requirement to return the item in certain cases

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

Lost, Refused, or Unclaimed Packages

Lost Shipments

If your package appears lost in transit:

  • Contact us with your order number and tracking details

  • We will assist in investigating the issue with the carrier

  • Once confirmed lost, a replacement or refund will be arranged

Refused or Unclaimed Deliveries

If an order is refused, unclaimed, or returned due to an incorrect address, a $35 CAD fee will be deducted from any refund to cover shipping and handling costs.

Order Cancellations & Withdrawal

Orders may be canceled before shipment by emailing info@evelyntoronto.com with a clear cancellation request.

Once an order has been shipped, it cannot be stopped. You may then return the item after delivery in accordance with this policy.

Return shipping costs remain the responsibility of the customer.

Chargebacks & Disputes

If you experience an issue with your order, please contact us first. We aim to resolve all concerns fairly and efficiently.

In the event of a chargeback or payment dispute, we may submit relevant documentation, including:

  • Order confirmation

  • Shipping and tracking details

  • Email correspondence and supporting images

Initiating a chargeback without prior contact may delay resolution and may impact future order eligibility.

Important Information

  • Returns are sent to our international fulfillment warehouse at the customer’s expense

  • Shipping delays, customs inspections, or clearance issues are beyond our control

  • Hygiene-sensitive items that show signs of use cannot be returned

  • Return shipping and handling costs are not covered by Evelyn Toronto

Contact

For questions regarding returns or refunds, please contact our support team:
📧 info@evelyntoronto.com