Return Policy

Returns, Refunds & Cancellations Policy — Evelyn & Olivia

At Evelyn & Olivia, every order is packed with care — and we want you to feel just as confident after your purchase as you did the moment you clicked "buy." If something isn't quite right, we're here to make it easy.

1. Our 30-Day Return Promise

You have 30 days from the delivery date to request a return. Whether the fit wasn't right or you've simply changed your mind, we'll take care of you.

To be eligible, items must be:

  • Unused, unworn, and unwashed
  • In original condition, with tags and packaging intact
  • Free of any damage or signs of wear not caused by us
  • Accompanied by proof of purchase (your order confirmation email is fine)

A quick try-on, the kind you'd do in a fitting room, is completely normal and won't affect eligibility.

2. Items That Can't Be Returned

For hygiene and safety reasons, we're unable to accept returns on:

  • Items with an opened or broken hygiene seal
  • Personalised or custom-made pieces
  • Underwear, shapewear, or bras where the hygiene seal has been removed
  • Items damaged through improper use

3. Something Arrived Damaged or Wrong?

That should never happen — and if it does, we'll make it right. Please email us within 14 days of delivery with:

  • Your order number
  • A clear photo or short video of the item and its packaging
  • A brief description of the issue

We'll review it quickly and offer a replacement, partial refund, store credit, or another fair resolution depending on the situation. Claims submitted after 14 days may no longer qualify for a free replacement.

4. Returning an Item

Approved returns are shipped to our central warehouse. Once your return request is approved, we'll send you the correct return address — please don't send items back before receiving this, and never to the address a parcel arrived from.

Customers are responsible for:

  • Return shipping costs
  • Any customs duties or clearance fees, where applicable
  • Choosing a trackable shipping method

We recommend always using a tracked service — we can't be held responsible for returns lost in transit without proof of shipment.

If the return is due to our error (damaged, defective, or incorrect item), we cover the return shipping cost.

5. Restocking Fee

A small restocking fee of 15% applies to approved returns to help cover inspection and handling. This also applies to refused deliveries and parcels returned to us as uncollected.

This fee is waived automatically if the item is confirmed damaged or defective — no need to ask.

6. Exchanges

We're happy to offer one exchange per order, subject to stock availability. Once an exchange has shipped, that item is considered final and isn't eligible for further returns or exchanges.

7. How to Start a Return

Email info@evelynandolivia-toronto.com with:

  • Your order number
  • The item(s) you'd like to return
  • The reason for your return
  • A photo or video, if the item is damaged or defective

A member of our team will personally guide you through the next steps.

8. Return Review Time

Return requests are reviewed within 10–15 business days of receipt. We may reach out if we need a little more information to complete the review — your patience means a lot to us.

9. Cancelling an Order

You can cancel your order within 15 minutes of placing it — just email us right away at info@evelynandolivia-toronto.com. After this window, your order is already being prepared and can no longer be cancelled, though you're always welcome to return it once it arrives.

10. Refunds

Once your return reaches our warehouse and is inspected, we'll email you a confirmation and process your refund to your original payment method. Please allow 5–10 business days for your bank or card provider to complete the transfer.

Please note:

  • The restocking fee (see Section 5) is deducted from approved refunds
  • Original shipping costs are non-refundable
  • Optional insured shipping selected at checkout is non-refundable

11. Promotions & Partial Returns

If your order included a promotional discount (e.g. a multi-buy or bundle offer) and you return part of it, your refund is recalculated based on the items you keep — not the original order total. Any restocking fee and return shipping costs still apply as usual.

12. Undelivered, Refused, or Unclaimed Parcels

If a parcel comes back to us because it was refused, left uncollected, or sent to an incorrect address provided at checkout, we may deduct the restocking fee from your refund — or, depending on the item's condition, offer reshipment or store credit instead.

13. Lost or Stolen After Delivery

Once a carrier marks a parcel as delivered, we consider the delivery complete. We're not able to take responsibility for packages lost or stolen after that point, but we will always help you contact the carrier and look into it. If the carrier confirms the loss in writing, we'll issue store credit.

14. Policy Updates

We may update this policy from time to time. Changes take effect as soon as they're published on our website, so we encourage you to check back occasionally.

Company: Senft Media LTD Registration: HE 483732, Charilaou Xylophorou 13
4103 Agios Athanasios Limassol, Cyprus

Warehouse / Returns: Wang Maoqin Lane 1177, Jianlan Road, Meixu Street, Yinzhou District Ningbo, Zhejiang 315100, China Tel: 15314571683

Email: info@evelynandolivia-toronto.com

Support hours: Monday – Friday, 9:00 AM – 5:00 PM

We typically reply within 24 hours.