Return & Refund Policy
Return & Refund Policy - O&J Toronto
At Olivia & James Toronto, we strive to provide all our customers with excellent service and a pleasant shopping experience. However, there may be occasions where an order does not fully meet your expectations. For this reason, we have established a comprehensive Return and Refund Policy. This policy is formal, legally structured, and intentionally detailed, with the purpose of informing you thoroughly and preventing misunderstandings. We strongly recommend that you read the information below carefully so you are fully aware of the conditions that apply should you wish to return or exchange an item.
Returns of All Products (Including Sale Items)
Returns are permitted, including during sales. Olivia & James Toronto offers a return option on all products purchased through our store. This means that you may request a return for any item you order from us, regardless of whether it was purchased at regular price or at a discounted sale price. No distinction is made between sale items and non-sale items. A reduced price or promotional discount does not affect your eligibility to request a return within the applicable return period. You may therefore shop with confidence, including during promotions and special offers, knowing that eligible purchases can be returned if necessary.
Return Period β Return Requests Within 30 Days
You have up to thirty calendar days from the date you receive your order to decide whether you wish to keep an item. Within this thirty-day period, two actions must be completed: you must notify us of your intention to return the item, and you must ship the item back. This means that no later than the thirtieth day after the date of delivery, you must both have informed us of your decision to return the product and have dispatched the item to the return address provided by us.
This return period is enforced strictly. Once the thirty-day period has expired, your right to return the item lapses, and we are no longer able to accept the return. We therefore recommend that you take action within the specified timeframe to avoid disappointment. As a practical recommendation, submit your return request as soon as you decide not to keep the item, rather than waiting until the final day, to ensure sufficient time to ship the package.
Order Cancellation
Orders may only be cancelled within 24 hours of being placed.
Once an order has entered processing, sourcing, quality control, or has been prepared for shipment, cancellation is no longer possible. This includes situations where the product has already been allocated to a supplier or is in transit to one of our fulfillment partners.
This policy allows us to maintain efficient processing times, ensure product availability, and uphold consistent quality standards.
If an order can no longer be cancelled, customers may still exercise their right to return the item after delivery, in accordance with the conditions outlined in this Return & Refund Policy.
Return Procedure (Return Request)
To submit a return request within the above-mentioned period, you must contact our customer service team, preferably via email at info@oliviajamestoronto.com. Please include your order number, indicate which item you wish to return, and, if applicable, the reason for the return. After reviewing your request, you will receive confirmation along with further instructions, including the exact return address to which the item must be sent. Please note that this return address may be located outside the customerβs country of residence. You are responsible for planning and dispatching the return shipment accordingly within the thirty-day return period.
Conditions for Returns β Original Condition and Packaging
An item is only eligible for return and refund if it meets all requirements regarding the condition of the product and its packaging. We expect customers to handle the item with care while it is in their possession and to return it in its original condition. The following conditions apply.
-
Original Condition:
The product must be undamaged, unused, and clean. There must be no visible signs of use, such as wear marks, scratches, stains, odors, or other indications of use. Clothing items must be unworn and unwashed. Briefly trying on an item to check size or fit is permitted, but wearing the item for an extended period or actual use is not allowed. -
Complete With Accessories:
All accessories supplied with the product must be returned together with the item. This includes, where applicable, parts, accessories, manuals, certificates, and any complimentary items or gifts that were included with the original order. -
Original Labels and Tags:
Any attached price tags, labels, brand tags, or seals, including hygiene seals where applicable, must not be removed, broken, or tampered with. These must remain attached to the product until you are certain that you intend to keep the item. -
Packaging:
Items should be returned in their original packaging whenever possible. This includes the original box and protective inner packaging such as plastic bags, wrapping, foam, or similar materials, where reasonably available. The original packaging is designed to protect the product during transport. If the original packaging is missing or damaged, the customer must ensure that equivalent protective packaging is used so the product can be transported safely.
If any of the above conditions are not met, we reserve the right to refuse the return or to offer a partial refund instead of a full refund, in accordance with applicable consumer protection laws. In short, the returned item must be in a condition that allows it to be resold as new. These requirements ensure fair treatment for all customers. A return allows for inspection or brief fitting of a product, but not actual use.
Return Shipping Costs
Unless otherwise stated in this policy, all shipping costs associated with returning an item are the sole responsibility of the customer. Olivia & James Toronto does not refund shipping costs incurred by the customer when returning a product, except in cases where the return is the result of an error on our part, as outlined in the section concerning defects or incorrect items. This means that the customer is responsible for paying postage, shipping fees, and any related costs associated with the return. Any additional fees charged by third-party service providers are also the responsibility of the customer.
Customers are free to choose their preferred shipping carrier, provided that the shipment can be delivered to the return address supplied by us. It is essential that the package is properly prepaid. We do not accept packages sent without sufficient postage or sent cash-on-delivery. Such shipments will be refused upon delivery, as these costs cannot be passed on to us and are not in accordance with our return conditions.
We strongly recommend using a trackable shipping method and retaining the shipping receipt as proof of dispatch. The customer bears the risk for the return shipment until it has been successfully received at the designated return address. If a package is lost or damaged in transit prior to receipt, Olivia & James Toronto cannot be held liable. In such cases, the customer must contact the shipping carrier directly to initiate a claim. Refunds are only issued once the returned item has been received in good condition or when valid proof of delivery is available.
Exchanges
In addition to returns, Olivia & James Toronto also offers the possibility of exchanges. This means that, under the same conditions and timeframes applicable to returns, you may return an item and receive another item in exchange, such as a different size or color of the same product. This service is offered at our discretion and is subject to specific conditions.
Procedure:
To request an exchange, you must contact our customer service team via email at info@oliviajamestoronto.com, stating which item you wish to return and which item you would like to receive in exchange. We will then confirm whether the requested replacement item is available and provide further instructions for the return process. The original item must be returned and received before the replacement item is dispatched. This requirement is in place to prevent misuse and to ensure accurate and fair processing.
Shipping Costs for Exchanges:
The same rules apply as for standard returns. You are responsible for the cost of returning the original item. Olivia & James Toronto will cover the cost of shipping the replacement item to you. If the exchange is due to an error on our part, such as receiving an incorrect item, size, or color, we will also cover the return shipping costs. In other cases, such as an exchange requested for a different size or preference, we reserve the right to charge a shipping fee for sending the replacement item.
Stock Availability and Alternatives:
All exchanges are subject to product availability. If the requested replacement item is not in stock, we will work with you to find a suitable solution, either by issuing a refund or offering an alternative product. You always retain the option to choose a full refund if the alternative does not meet your expectations.
Defects and Errors β Our Responsibility
Although we handle all orders with great care, errors may occasionally occur. If an issue arises as a result of an error on our part, such as receiving an incorrect item, a defective product, or damage during transit, Olivia & James Toronto assumes full responsibility and will cover all associated costs.
Procedure:
Please contact us as soon as possible at info@oliviajamestoronto.comΒ and clearly describe the issue, preferably with supporting photographs. We will prioritize your case and provide further instructions, which may include a prepaid return solution or reimbursement of return shipping costs, depending on the circumstances.
You will either receive the correct product at no additional cost or a full refund if an exchange is not possible. This also includes any reasonable customs-related costs. You will never be required to pay for errors that are confirmed to be our responsibility.
Return Address and Processing via External Partners
Olivia & James Toronto works with carefully selected external suppliers and international logistics partners. As a result, return shipments are in many cases processed directly by one of our fulfillment partners rather than through a local administrative location. Once a return request has been registered and approved, we will provide you with the exact return address applicable to your order. This return address is assigned by our supplier and may be located outside North America, depending on the origin of the shipment. Handling returns in this manner allows for efficient processing and accurate handling of returned items.
It is important that returned items are sent only to the return address provided by us. Returns sent to an incorrect address, including any administrative or business address not designated for returns, may be delayed, rejected, or returned to the sender. Customers are therefore required to follow the provided return instructions carefully and use the precise return address communicated by our customer service team.
Due to the international nature of our fulfillment network, international return shipments may take longer to arrive. We will keep you reasonably informed once your return has been received and processed by our fulfillment partner.
International Returns β Additional Costs and Customs Handling
As return addresses may be located outside the customerβs country of residence, international return shipments may involve additional shipping costs and customs-related procedures. Returning items internationally often results in higher costs compared to domestic returns, such as increased shipping fees, insurance charges, or surcharges for delivery to certain regions. If an item is returned to a country outside the customerβs jurisdiction, local customs authorities may impose import duties, taxes, or other customs-related charges in order for the return shipment to be accepted and processed.
All such costs are the sole responsibility of the customer. Olivia & James Toronto does not cover international return shipping costs, customs duties, taxes, or related charges associated with a return, unless the return is the result of an error or defect for which we are responsible, as outlined in the section concerning defects and errors. Any shipping fees or customs charges incurred in order to deliver the return shipment to our fulfillment partner remain entirely at the customerβs expense.
We recommend that customers consult their chosen shipping carrier regarding the possibility of declaring the shipment as a return item. In some cases, this may reduce or eliminate additional import charges. However, we cannot guarantee that such exemptions will apply, as decisions are made solely by the relevant customs authorities. Customers should therefore be prepared for the possibility of additional costs when returning items internationally.
By taking potential international return costs into account when deciding whether to return an item, customers can avoid unexpected expenses. Olivia & James Toronto aims to be transparent in this regard so that customers can make informed decisions. All costs related to international returns are borne by the customer, regardless of the amount.
Refunds
Once the returned item has been received and approved following inspection, the refund process will be initiated. The full purchase amount will be refunded to the original payment method used at checkout, such as a credit card or bank account.
We aim to process refunds as quickly as possible, typically within five to ten business days after receipt and inspection of the returned item. The time required for the refunded amount to appear on your account may vary depending on your bank or payment provider. You will receive a confirmation email once the refund has been processed.
Please note that no refund will be issued until the returned item has been physically received and inspected. If the returned item does not arrive, or if it does not meet the return conditions, such as showing signs of use or damage, this may affect your eligibility for a full refund. In exceptional cases, we reserve the right to withhold or partially reduce the refund in accordance with applicable laws. You will be informed if this occurs.
Return shipping costs are not refundable. As previously stated, we do not reimburse costs incurred for returning an item, unless the return is due to an error on our part. Your refund confirmation will reflect only the purchase amount. Any shipping fees, customs duties, or taxes paid by you are not refunded.
Customer Service and Return Assistance
We recognize that this return policy is detailed by design, in order to prevent misunderstandings and to ensure that all possible scenarios are clearly addressed. If you have any questions or require assistance, please do not hesitate to contact us.
Customer Service: info@oliviajamestoronto.com
We aim to respond to inquiries within a reasonable timeframe. Please include clear and complete information in your message so we can assist you efficiently.
Thank you for your understanding and cooperation. By following the above conditions, we ensure a fair and orderly return process for all customers. Even in the case of a return, our goal is to provide a professional and reliable experience. Thank you for choosing Olivia & James Toronto. We appreciate your trust and remain available to assist you from purchase through any potential return.