Refund policy
We want you to be genuinely happy with what you have chosen. If a piece is not right — the fit, the colour, or simply how it feels once it is on — you may send it back. Here is exactly how that works, in plain language and with no conditions hidden further down the page.
1. You have 30 days
You have 30 days from the day your order is delivered to let us know you would like to return something. You do not need to give us a reason. A change of mind is reason enough.
To be accepted, an item must come back:
- Unworn, unwashed and unused
- In the condition it reached you, with any tags still attached
- With its original packaging where there was any
- With your order number, so we know whose parcel it is
Trying something on the way you would in a fitting room is expected and will never count against you.
2. What cannot be returned
For reasons of hygiene, we cannot accept back:
- Underwear, shapewear and swimwear once the hygiene seal has been opened or removed
- Items made or altered to your specification
- Items damaged by wear or by use they were not intended for
3. If something arrives damaged, faulty or incorrect
That should not happen, and when it does we put it right at our own cost.
Email us within 14 days of delivery at info@evelynandolivia-toronto.com with your order number, a photo of the item and of the packaging, and a sentence about what is wrong. We will offer you a replacement or a full refund, and we pay the return postage. You will not be asked to cover anything.
4. How to start a return
Email info@evelynandolivia-toronto.com and tell us your order number, which item or items you are returning, and whether you would like a refund or an exchange.
We will reply with confirmation and with the correct return address. Please wait for that email before posting anything. The address on your parcel is a dispatch depot, not a returns address, and items sent there cannot be traced or refunded.
5. Return postage
When you are returning something because you changed your mind, the cost of sending it back is yours. Please use a service with tracking and keep your proof of postage — without it we have no way of showing a parcel reached us if it goes astray.
When the return is our fault — damaged, faulty, or not what you ordered — we pay the postage, as set out in section 3.
We do not charge a restocking fee. Nothing is deducted from your refund for handling, inspection or repackaging.
6. Exchanges
We are happy to exchange an item for a different size or colour, subject to availability. Email us as you would for a return and say what you would like instead. If the piece you want is no longer available, we will refund you in full rather than leave you waiting.
7. Your refund
Once your return reaches the warehouse and has been checked, we email you to confirm and issue your refund within 10 days, to the original payment method.
Your bank or card provider may take a few days more to show the money in your account; that part is out of our hands. Since delivery was free, the full amount you paid for the returned items comes back to you.
8. Cancelling an order
You may cancel an order within 1 hour of placing it by emailing us with your order number. Within that hour we can almost always stop it before it is packed.
After that, your order is already being prepared and we can no longer pull it out. You are of course still welcome to return it once it arrives, under section 1.
9. Returning part of an order
If your order included a discount that depended on buying more than one item and you send part of it back, we recalculate your refund on the items you keep, at the price that would have applied to them on their own. We will always show you that calculation before we process it.
10. Refused or uncollected parcels
If a parcel comes back to us because delivery was refused, it was never collected from the pickup point, or the address given at checkout was incomplete, please email us. We will arrange a reshipment or a refund, whichever you prefer.
11. Parcels lost or taken after delivery
If tracking shows a parcel as delivered and it is not there, tell us within a few days of that scan. We will open an enquiry with the carrier and stay with it until they answer. Where the carrier confirms the parcel was lost, we will send a replacement or refund you in full.
12. Changes to this policy
If we update this policy, the version published here applies to orders placed from that point on. The terms that applied on the day you ordered are the ones we will honour for your order.
Getting in touch
Email: info@evelynandolivia-toronto.com
Hours: Monday to Friday, 9:00 AM to 5:00 PM Eastern Time
We answer most messages within one business day.
Evelyn & Olivia is a trading name of Senft Media LTD.
Senft Media LTD
Company registration HE 483732
Charilaou Xylophorou 13
4103 Agios Athanasios, Limassol
Cyprus
Approved returns are received at our fulfilment partner's warehouse. We send you the full address once your return is confirmed. The Cyprus address above is our registered office and cannot accept parcels.