Return Policy

At James & Emma Toronto, customer satisfaction is very important to us. However, we understand that there may be situations where you wish to return a product. This Return Policy explains our terms and conditions clearly and transparently.

1. Return Conditions

To be eligible for a return, the following conditions must be met:

  • A return request can only be submitted after the item has been physically received by the customer.

  • Return shipping costs are fully the responsibility of the customer, including international shipping and any customs-related fees.

  • Items must be returned unused, unworn, unwashed, and undamaged, in their original condition.

  • All original tags, labels, and packaging must still be attached and intact.

  • Trying on an item is permitted; wearing the item is not.

  • Orders placed with the intention of purchasing multiple sizes and returning part of the order are not permitted and may be refused.

We reserve the right to refuse returns that do not meet these conditions.

2. Return Period

  • Return requests must be submitted within 14 days of receiving your order.

  • Requests submitted after this period may not be accepted.

3. Return Process

To initiate a return, please follow the steps below:

  1. Submit your return request by emailing info@jamesemma-toronto.com within 14 days of receiving your order.

  2. After approval, you will receive the return address of our supplier, which is located outside your country (China).

  3. Send the item back at your own expense, including shipping, customs duties, and handling fees.

  4. We strongly recommend using a shipping method that includes track & trace, as we are not responsible for lost return shipments.

4. Refunds

  • Once the returned item has been received and inspected at the return address, we will verify whether it meets our return conditions.

  • If approved, the purchase amount will be refunded within 14 days via the original payment method.

  • Original shipping costs are non-refundable.

Please note: Refund processing times may vary depending on your payment provider.

5. Liability & Responsibility

  • James & Emma Toronto is not responsible for lost packages if tracking information confirms delivery to the address provided by the customer.

  • If an incorrect or incomplete shipping address is provided, the customer assumes full responsibility.

  • Any address changes or corrections must be reported within 24 hours after placing the order.

6. Contact Information

If you have any questions regarding returns or this Return Policy, please contact us at:

Company Name: James & Emma Toronto
Email: info@jamesemmatoronto.com