At Ethan & Claire Toronto, customer satisfaction is our priority. If, for any reason, you are not completely satisfied with your purchase, we are here to help. Please read this Return Policy carefully before requesting a return.

If you have any questions regarding your order, we encourage you to contact our customer support team first at info@ethanclairetoronto.com. We are committed to providing a fair and efficient solution whenever possible.

1. How Our Business Operates

Ethan & Claire Toronto operates using a direct-from-supplier fulfillment model. To reduce unnecessary waste, prevent overproduction, and minimize our environmental impact, we do not maintain large local warehouses or excessive inventory.

Instead, many of our products are shipped directly from our trusted international fulfillment partners. As a result, approved returns must also be sent to the designated return facility provided by our supplier, which is located in China.

This business model allows us to offer a wider range of products at competitive prices while contributing to a more sustainable supply chain.

2. Return Request Period

You may request a return within 14 days of receiving your order by contacting us at:

Email: info@ethanclairetoronto.com

Please note the following:

• A return request can only be submitted after the item has been delivered.
• Your request must include:
  • Your order number;
  • The reason for your return;
  • Any relevant information that helps us evaluate your request.

Once your request has been reviewed and approved, we will provide you with the appropriate return instructions and return address.

Returns sent without prior authorization may be refused.

3. Return Eligibility

To qualify for a return, all of the following conditions must be met:

• A valid reason for the return must be provided.
• The item must be unused, unworn, unwashed, undamaged, and returned in its original condition.
• All original tags, labels, packaging, manuals, and accessories must still be attached and included.
• Trying on an item is permitted; wearing or using it beyond fitting is not.
• Items purchased during promotional sales or clearance events are generally not eligible for return unless they arrive damaged, defective, or applicable consumer protection laws require otherwise.
• Purchasing multiple sizes or variations with the intention of returning part of the order is discouraged and may require additional review before approval.
• Due to hygiene and health protection reasons, certain products—including underwear, swimwear, earrings, beauty products, and other personal-use items—cannot be returned unless they remain unopened, unused, and in their original sealed packaging.

4. Return Shipping Costs

Unless otherwise required by applicable consumer protection laws:

• Customers are responsible for all return shipping costs.
• Any customs duties, import taxes, brokerage fees, or international shipping charges associated with the return remain the customer's responsibility.
• Customers are responsible for arranging and paying for the return shipment.
• We strongly recommend using a tracked and insured shipping service, as we cannot process returns that cannot be verified as delivered.
• Ethan & Claire Toronto is not responsible for returns that are lost, delayed, or damaged during transit back to our supplier.

5. Alternative Resolution

Since international returns can be expensive and time-consuming, Ethan & Claire Toronto may, where appropriate, offer an alternative resolution without requiring the item to be returned.

Depending on the circumstances, this may include:

• A partial refund;
• Store credit;
• A replacement item;
• A discount on a future purchase;
• Another mutually agreed solution.

Every request is reviewed individually to ensure a fair outcome for both the customer and our business.

Before returning any item, please contact us first at info@ethanclairetoronto.com.

6. Damaged, Incorrect or Defective Items

If you receive an item that is damaged, defective, incorrect, or does not match your order, please notify us within 14 days of delivery by emailing info@ethanclairetoronto.com.

To help us resolve the issue quickly, please include:

• Your order number;
• A detailed description of the issue;
• Clear photographs showing the product and the defect or problem.

Claims submitted without sufficient photographic evidence or a clear explanation may not be eligible for review.

Once we receive the required information, we will investigate the matter and provide an appropriate solution as quickly as reasonably possible.

7. Refunds

Refunds will only be processed after the returned item has been received and successfully inspected at our supplier's designated return facility.

If your return is approved:

• Your refund will be issued to the original payment method within 14 days after approval.
• Original shipping charges are non-refundable unless required by applicable law.
• Processing times may vary depending on your payment provider or financial institution.

If a returned item does not meet the conditions outlined in this policy, we reserve the right to refuse the refund or issue a partial refund where appropriate.

8. Order Cancellations

Because orders are processed shortly after they are placed, cancellations are generally not possible once an order has entered processing.

We kindly ask customers not to initiate payment disputes, chargebacks, or refund claims before contacting our customer support team. In most situations, we are able to provide an appropriate solution quickly and efficiently.

For any questions regarding your order, please contact us first at:

Email: info@ethanclairetoronto.com

9. Liability

Ethan & Claire Toronto cannot be held responsible for:

• Orders marked as successfully delivered to the shipping address provided by the customer.
• Delays caused by customs authorities, shipping carriers, weather conditions, or other circumstances beyond our reasonable control.
• Incorrect or incomplete shipping information supplied during checkout.
• Failed deliveries resulting from an incorrect shipping address entered by the customer.

Customers are responsible for ensuring that all shipping information is correct before completing their purchase.

If you notice an error in your shipping address, please contact us within 24 hours of placing your order by emailing info@ethanclairetoronto.com. While we will make every reasonable effort to update your order, address changes cannot be guaranteed once processing has begun.

Contact Us

If you have any questions regarding this Return Policy or require assistance with your order, please contact our Customer Support team.

Ethan & Claire Toronto

Email: info@ethanclairetoronto.com

Our team is committed to responding as quickly as possible and providing professional, fair, and customer-focused support.