Return & Refund Policy
Return & Refund Policy
Last updated: August 8, 2026
At Julia & Anna Toronto, we want you to feel confident about your purchase. If an item is not right for you, you may request a return in accordance with the conditions below.
Please note: return shipping costs are the responsibility of the customer unless the item is damaged, defective, incorrect, or applicable law requires otherwise. Our return address may be located outside Canada.
Please read this policy carefully before returning an item.
1. Return Period
You may request a return within 30 days of receiving your order.
To start a return, contact us at:
Your return request must be submitted within the 30-day return period.
Once your return has been approved and you have received the correct return instructions from us, please send the item back within 7 days.
Returns requested outside the 30-day return period may not be accepted unless required by applicable law.
2. Return Conditions
To be eligible for a return, the item must:
- be unworn, unused and unwashed;
- be in its original condition;
- have all original labels and tags attached;
- be returned with all included parts and accessories;
- be free from stains, odours, damage or signs of wear;
- be packaged appropriately for return shipping.
You may try on clothing or footwear in the same way you reasonably would in a physical store to assess the fit and appearance.
Items that have been worn beyond what is reasonably necessary to inspect them may not qualify for a full refund.
Ordering Multiple Sizes or Variations
Our return policy is intended to allow customers to assess the fit and suitability of their purchase.
Intentionally ordering multiple sizes, colours or variations of the same item with the intention of keeping only one and returning the others is not permitted.
Repeated or excessive return behaviour of this nature may be considered abuse of our return policy. Where permitted by applicable law, we reserve the right to restrict future orders or return privileges in cases of repeated abuse.
This does not affect any statutory consumer rights that cannot legally be restricted.
We reserve the right to refuse a return or reduce the refund where an item has been damaged, altered, excessively handled or used after delivery, where permitted by applicable law.
3. Items That Cannot Be Returned
For hygiene and safety reasons, certain products may not be eligible for return once opened, worn or used.
This may include, where applicable:
- earrings and certain jewellery;
- underwear and intimate apparel;
- swimwear where the hygiene seal has been removed;
- beauty or personal-care products that have been opened;
- personalized or made-to-order products.
Any product-specific return restrictions will be stated on the relevant product page where applicable.
These restrictions do not apply where an item is defective, damaged or incorrect and applicable law provides otherwise.
4. How to Request a Return
To request a return, email:
Please include:
- your full name;
- your order number;
- the item or items you wish to return;
- the reason for your return;
- clear photographs if the item is damaged, defective or incorrect.
We will review your request and provide you with the appropriate return instructions and return address.
Do not return your order to the address shown on the original shipping package.
The original shipping address may belong to a logistics, supplier or fulfilment facility that is unable to process customer returns.
Returns sent without first receiving the correct return instructions may be delayed, refused or lost.
5. International Returns
Our products may be fulfilled through international logistics and fulfilment partners.
As a result, the return address provided to you may be located outside Canada.
Please take this into consideration before returning an item.
The correct return address will always be provided after your return request has been reviewed and approved.
6. Return Shipping Costs
For ordinary returns, return shipping costs are the responsibility of the customer.
This includes returns due to reasons such as:
- incorrect sizing;
- fit;
- colour preference;
- change of mind;
- personal preference;
- ordering the wrong size or variation.
Return costs may include:
- domestic or international return shipping;
- tracking costs;
- customs charges;
- import or export duties;
- handling or carrier charges;
- other costs associated with returning the shipment.
These costs are not reimbursed by Julia & Anna Toronto unless otherwise agreed by us or required by applicable law.
We strongly recommend using a trackable shipping method.
You are responsible for retaining proof of shipment until your return and refund have been fully processed.
7. Damaged, Defective or Incorrect Items
If you receive an item that is:
- damaged;
- defective;
- materially different from what you ordered;
- the wrong product, size or colour due to an error on our part;
please contact us as soon as possible at:
Include your order number and clear photographs showing the issue.
We will review the situation and provide an appropriate solution.
Depending on the circumstances, this may include:
- a replacement;
- a refund;
- another reasonable solution.
If we require a damaged, defective or incorrect item to be returned, we will provide appropriate return instructions and, where applicable, cover reasonable return shipping costs.
Damage caused by misuse, accidents, improper care or normal wear and tear is not considered a manufacturing defect.
8. Colour and Sizing Differences
We make reasonable efforts to display product colours, measurements and sizing information accurately.
However, minor differences may occur due to:
- screen settings;
- lighting;
- photography;
- manufacturing tolerances;
- materials;
- manual measurements.
Minor colour or measurement differences that do not constitute a defect are treated as ordinary returns.
In these situations, return shipping costs remain the responsibility of the customer.
We recommend reviewing the sizing information provided on the relevant product page before placing your order.
9. Return Inspection
Once your return has arrived at the designated return address, it will be inspected to confirm that it meets the conditions described in this policy.
We will notify you once the return has been reviewed.
If approved, your refund will be processed to the original payment method.
If the returned item does not meet our return conditions, we may, where permitted by applicable law:
- refuse the return;
- reduce the amount refunded;
- contact you to discuss the available options.
10. Refunds
Approved refunds will be issued to the original payment method used for the purchase.
We aim to process approved refunds within 14 days after the returned item has been received and inspected.
Once we issue the refund, your bank, credit-card provider or payment provider may require additional processing time before the funds become visible in your account.
These processing times are outside our control.
Julia & Anna Toronto does not charge an additional fee simply for issuing an approved refund.
11. Original Shipping Costs
Unless required by applicable law, original shipping costs are non-refundable.
If you selected an optional:
- expedited shipping service;
- premium shipping service;
- insured shipping option;
- other upgraded delivery service;
the additional cost of that service will not be refunded.
Where an order originally qualified for free standard shipping, no shipping charge will be deducted from your refund solely because the original shipment was provided free of charge.
12. Order Cancellations and Changes
Orders are processed quickly through our fulfilment system.
If you need to cancel or modify an order, contact us as soon as possible at:
We will make reasonable efforts to accommodate your request.
However, once an order has entered processing, fulfilment or shipment, we cannot guarantee that it can still be changed or cancelled.
If the order has already been shipped, please wait until it has been delivered and then follow the return process described in this policy.
13. Orders Already in Transit
Orders that have already entered the shipping network generally cannot be intercepted or cancelled while in transit.
If your order is already on its way, you may still contact us to inform us that you intend to return it.
Once the order has been delivered, the normal return procedure applies.
Refusing delivery or sending a parcel back to the sender without first contacting us does not constitute an approved return.
Doing so may result in:
- processing delays;
- additional shipping costs;
- the parcel being sent to an address that cannot process returns.
Always contact us first for the correct return instructions.
14. Incorrect or Incomplete Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address when placing an order.
If you notice an error, contact us immediately.
We will attempt to correct the address where possible. However, once an order has entered fulfilment or shipment, changes may no longer be possible.
Where permitted by law, additional costs resulting directly from incorrect or incomplete delivery information supplied by the customer may be the customer's responsibility.
15. Packages Marked as Delivered
If tracking information shows that your package has been delivered but you cannot locate it, please first:
- check around the delivery location;
- check with members of your household;
- check with neighbours where appropriate;
- check any safe-drop or designated delivery location;
- allow a short period of time in case the carrier has marked the package as delivered shortly before completing delivery.
If you are still unable to locate the parcel, contact us at:
Where appropriate, we may assist you in investigating the delivery with the shipping carrier.
Carrier delivery confirmation, tracking information and any available proof of delivery may be considered as part of our investigation.
Each case will be reviewed based on the available information.
16. Exchanges
If you would like a different size, colour or product, please contact us.
Depending on product availability and the circumstances of your order, we may:
- offer an exchange;
- offer a replacement;
- ask you to return the original item and place a new order.
For ordinary exchanges related to size, fit, colour or personal preference, return shipping costs are the responsibility of the customer.
If the original item was damaged, defective or incorrect due to an error on our part, we will review the situation separately in accordance with Section 7.
17. Warranty and Product Issues
Our products should be of reasonable quality and correspond with the description provided at the time of purchase.
If you believe your item has a manufacturing defect or other product issue, contact:
Please include:
- your order number;
- a description of the issue;
- clear photographs or video where appropriate.
Damage caused by incorrect use, improper care, accidents, alterations or normal wear and tear is not considered a manufacturing defect.
Nothing in this policy limits any statutory warranty or consumer rights that cannot legally be excluded.
18. Abuse of the Return Policy
Our return policy is intended for genuine returns and product issues.
We reserve the right to investigate return activity involving suspected:
- return fraud;
- fraudulent refund claims;
- repeated abuse of our return process;
- returning a product different from the one originally purchased;
- intentional damage to products;
- manipulation of promotional or refund procedures;
- repeatedly ordering multiple sizes, colours or variations of the same product with the intention of keeping only one and returning most or all of the others.
Where permitted by applicable law, repeated or clear abuse may result in:
- return privileges being restricted;
- future orders being refused or cancelled;
- additional verification being required.
This section does not affect legitimate return requests or statutory consumer rights.
19. Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict or override any mandatory consumer protection rights available to you under applicable law.
Where this policy conflicts with a right that cannot legally be excluded or limited, the applicable statutory right will prevail.
20. Contact Us
If you have questions about a return, refund, exchange or product issue, contact:
Julia & Anna Toronto
Email: info@juliaannatoronto.com
We will review your request and provide the appropriate return instructions.