Refund policy

At Julian & Claire Toronto, we want you to feel confident when shopping with us. If an item is not right for you, you may request a return within 30 calendar days after receiving your order, subject to the conditions set out in this policy.

All returns must be requested, reviewed and approved by our Customer Care Team before being shipped.

Please do not return an item without prior written approval and the correct return instructions. Unauthorized returns, or returns sent to an address other than the designated return address provided by our Customer Care Team, may not be accepted or refunded.

By placing an order through our website, you confirm that you have reviewed and agreed to this Return and Refund Policy, as well as our Terms and Conditions, Shipping Policy and Privacy Policy.

Return Period

You must contact our Customer Care Team within 30 calendar days after the tracking information confirms that your order was delivered.

Submitting a return request within this period does not automatically mean that the return has been approved. The item must also meet all return conditions stated in this policy.

Once your return has been approved, the parcel must be shipped within 7 calendar days after the date on which the return instructions were sent to you.

Returns shipped after this period may be refused unless an extension was agreed to in writing by our Customer Care Team.

Return Eligibility

To qualify for a return, the item must be:

Unworn and unused;
Unwashed and unaltered;
Free from stains, marks, odours, pet hair, makeup, deodorant, perfume, smoke or other signs of use;
In its original condition;
Returned with all original tags still attached;
Returned in its original product packaging;
Returned with all accessories, inserts, protective materials and documents originally supplied;
Packaged appropriately to prevent damage during return transportation.

Customers may inspect or try on clothing only to the extent reasonably necessary to determine its size, fit and appearance. Items showing signs of extended wear or use will not qualify as unused.

Items that do not meet these conditions may be refused, returned to the customer at the customer’s expense or, where appropriate, be subject to a reduced refund reflecting any loss in value.

Julian & Claire Toronto reserves the right to determine, following inspection, whether a returned item meets the conditions of this policy.

Nothing in this policy limits any mandatory consumer rights that cannot legally be excluded.

How to Request a Return

To request a return, email our Customer Care Team at:

Email: contact@julianclairetoronto.com

Your request must include:

Your full name;
Your order number;
The item or items you wish to return;
The reason for the return;
Whether you are requesting a refund or an exchange;
Clear photographs of the item where requested by our Customer Care Team.

Photographs may be required to confirm the condition of the item and help us provide the correct return solution. Providing photographs does not replace the requirement to return the item unless our Customer Care Team expressly confirms otherwise in writing.

After reviewing your request, our Customer Care Team will provide:

Confirmation of whether the return is approved;
The designated return address;
Packaging and shipping instructions;
Any additional information required to process the return.

Do not send the parcel to the address printed on the original shipping label. This may be a carrier, supplier or processing address that is not authorized to receive customer returns.

Return Address

Approved returns must be sent to the designated return warehouse specified in the return instructions provided by our Customer Care Team.

Returns sent to our business correspondence address, the carrier’s address, the address shown on the original parcel or any other unauthorized address may not be received or processed.

Julian & Claire Toronto is not responsible for parcels sent to an incorrect or unauthorized return address when the customer has not followed the return instructions provided.

Return Shipping Costs

For returns made because of:

An incorrect size;
An unsuitable fit;
A change of mind;
Colour preference;
Style preference;
The customer no longer wanting the item;
The customer ordering the wrong item or size;

the customer is responsible for arranging and paying all return shipping costs.

The cost of returning an item internationally can vary depending on the customer’s location, the parcel size, the parcel weight and the selected carrier. Customers are advised to review these costs before completing a return.

Original shipping costs and any premium or expedited delivery charges are non-refundable, except where required by applicable law or where the return results from a verified error by Julian & Claire Toronto.

Where an approved exchange requires additional shipping, the applicable shipping costs may also be charged to the customer before the replacement item is dispatched.

Trackable Return Shipping

All returns must be sent using a trackable shipping service.

The customer is responsible for:

Retaining the return shipping receipt;
Retaining proof of postage;
Providing the tracking number to our Customer Care Team;
Monitoring the return until it has been delivered;
Ensuring that the parcel is properly addressed and sufficiently packaged.

Julian & Claire Toronto cannot be held responsible for a return parcel that is lost, damaged, delayed, refused or delivered to an incorrect address due to the customer’s selected return carrier or failure to follow the return instructions.

A refund cannot be processed until the return has been received or otherwise verified by the designated return facility.

Exchanges

An exchange may be requested when you would like:

A different size;
A different colour, where available;
A different variation of the same product;
Another product of an equivalent or different value.

All exchanges are subject to:

Prior approval from our Customer Care Team;
Product availability;
Compliance with all return conditions;
Receipt or verification of the original returned item;
Payment of any applicable price difference;
Payment of any applicable return and reshipping costs.

An exchange is not guaranteed until it has been confirmed in writing.

If the requested replacement item is unavailable, we may offer:

A different available size or colour;
An alternative product;
Store credit;
A refund of the eligible item amount.

When an exchanged product has a higher price, the customer must pay the difference before the replacement is shipped.

When the exchanged product has a lower price, the eligible difference may be refunded to the original payment method or issued as store credit, depending on the circumstances.

Unless the original product was verified as defective, damaged or incorrectly supplied by us, all costs associated with an exchange are the customer’s responsibility.

Incorrect Size, Fit or Colour Preference

Choosing the correct size, colour and product variation is the customer’s responsibility.

Customers are advised to review the product description, available photographs and size chart carefully before placing an order. Where measurements are provided, customers should compare them with a similar item they already own.

A product being too large, too small, looser or tighter than expected does not, by itself, mean that the product is defective.

Minor colour differences may occur due to:

Screen and device settings;
Lighting conditions;
Photography;
Product material;
Production batches.

Reasonable colour variations do not automatically qualify an item as defective or incorrectly supplied.

Returns or exchanges based on size, fit, style or colour preference remain subject to the standard return conditions and customer-paid return shipping costs.

Damaged, Defective or Incorrect Items

If you believe that you received a damaged, defective or incorrect item, please contact our Customer Care Team as soon as possible, preferably within 48 hours after delivery.

Your email should include:

Your order number;
A clear description of the issue;
Photographs showing the complete item;
Close-up photographs showing the defect or damage;
A photograph of the product label;
A photograph of the outer packaging and shipping label where applicable;
A short video where the issue cannot be shown clearly in photographs.

Please do not wear, wash, alter, repair or dispose of the item while your claim is being reviewed.

We will assess the information provided and may request additional evidence. Depending on the circumstances, an appropriate solution may include:

A replacement;
Reshipment of the correct product;
A partial refund;
A full refund;
Store credit;
Return of the item at our expense where required or agreed.

A loose thread, removable crease, minor packaging damage, slight measurement variation, natural material variation or minor colour difference does not necessarily mean that an item is defective.

Claims are assessed individually based on the nature and severity of the issue.

Where we confirm that the wrong product was supplied or that an item was materially damaged or defective upon arrival, the customer will not be required to bear reasonable return costs where applicable law requires those costs to be covered by us.

Return Inspection

All returned items are inspected after arrival at the designated return facility.

The inspection may assess:

Whether the correct product was returned;
Whether all tags are still attached;
Whether the original packaging is included;
Whether the item has been worn, washed, altered or damaged;
Whether the item contains stains, odours, hair or other signs of use;
Whether accessories or product components are missing;
Whether the return was shipped within the approved period;
Whether the return instructions were followed.

Receiving a return parcel does not automatically mean that the return has been accepted.

If the return is approved after inspection, we will begin processing the applicable refund or exchange.

If the return does not meet our conditions, we may:

Refuse the refund;
Offer a partial refund based on the reduced value of the item;
Return the item to the customer at the customer’s expense;
Request additional information before making a decision.

Refund Process

Once an eligible return has been received and approved following inspection, the refund will be issued to the original payment method used for the order.

Please allow approximately 5 to 7 business days for us to process an approved refund.

After the refund has been processed by us, additional time may be required for the amount to appear in your account. Processing times depend on the customer’s bank, card issuer or payment provider and are outside our direct control.

The following amounts are generally non-refundable unless required by applicable law:

Original shipping costs;
Premium or expedited shipping costs;
Return shipping costs;
Customs duties or import charges;
Return-to-sender charges;
Costs resulting from an incorrect or unauthorized return address;
Costs resulting from the customer’s failure to follow the return instructions.

Discounts, promotional offers and bundle reductions will be recalculated when only part of an order is returned.

If returning one or more items means that the remaining order no longer qualifies for a promotion, bundle discount or minimum-spend offer, the refund may be adjusted to reflect the price the retained items would have had without that promotion.

Partial Refunds and Reduced Item Value

A partial refund may be offered when an item has been returned but has lost value because it:

Shows signs of handling beyond what is reasonably necessary to inspect or try it on;
Has damaged or missing packaging;
Has detached or missing tags;
Contains odours, stains, hair or marks;
Is missing accessories or components;
Has been returned in a damaged condition;
Otherwise cannot reasonably be resold as new.

The amount deducted will depend on the condition of the item and the resulting reduction in value.

Items that have been worn, washed, altered, deliberately damaged or materially used may be refused entirely.

Non-Returnable Items

For hygiene, health, safety or personalization reasons, certain items cannot be returned unless they are defective or incorrectly supplied.

These may include:

Underwear and intimate apparel;
Swimwear where the hygiene seal has been removed;
Earrings or pierced jewellery;
Personal-care or hygiene products;
Products marked as final sale or non-returnable;
Personalized, customized or made-to-order products;
Gift cards;
Items damaged through misuse, improper care or normal wear and tear.

Where applicable, a product’s non-returnable status will be stated on the product page before purchase.

Mandatory consumer rights relating to defective or incorrectly supplied goods remain unaffected.

Sale and Promotional Items

Unless an item is clearly marked as final sale or non-returnable on the product page, sale items may be returned subject to the same eligibility conditions stated in this policy.

Refunds are based on the amount actually paid after discounts, promotional codes, credits or other reductions.

Items explicitly marked as final sale cannot be returned for change-of-mind reasons, incorrect size selection, fit preference, colour preference or style preference.

This does not affect mandatory rights relating to defective, damaged or incorrectly supplied items.

Unauthorized or Unidentifiable Returns

Returns may be refused or delayed when:

No return request was submitted;
No return approval was issued;
The parcel was sent to an unauthorized address;
The parcel does not include sufficient order information;
The returned item cannot be linked to an order;
A different product was returned;
The tracking information was not provided;
The customer did not follow the return instructions.

If we cannot identify the order or customer connected to a returned parcel, we may be unable to issue a refund.

Chargebacks and Return Disputes

Customers are requested to contact Julian & Claire Toronto first and allow us a reasonable opportunity to review and resolve a return or refund issue.

Starting a chargeback does not automatically establish that a return was completed or that a refund is due.

In the event of a payment dispute, Julian & Claire Toronto may provide the payment provider with relevant evidence, including:

The order confirmation;
The policy applicable on the purchase date;
The customer’s acceptance of our policies;
Customer communications;
Return instructions provided;
Return tracking information;
Warehouse delivery records;
Inspection results;
Photographs of the returned item;
Evidence of a refund, exchange or proposed resolution.

Nothing in this section prevents a customer from exercising any statutory or contractual rights available to them.

Cancellations Before Shipment

Please contact our Customer Care Team as soon as possible if you wish to cancel or change an order.

We cannot guarantee that an order can be cancelled or modified after it has been submitted, as processing may begin shortly after the order is placed.

Once an order has been processed or shipped, it can no longer be cancelled and must instead be handled according to the applicable return procedure.

Any mandatory cancellation rights that cannot legally be excluded remain unaffected.

Need Help?

Our Customer Care Team is available to assist with returns, exchanges and product concerns.

Email: contact@julianclairetoronto.com

Customer Care hours: Monday to Saturday, from 9:00 AM to 5:00 PM Eastern Time.

We aim to respond to emails within 1 business day.

To help us assist you efficiently, please include your full name, order number and a clear description of your request.