Return Policy
At Heather & Carter Toronto, customer satisfaction is very important to us. However, we understand that in some cases you may wish to return an item. Please read our return policy carefully before initiating a return.
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.
-
Return shipping costs are the full responsibility of the customer, including any international shipping fees, customs duties, or handling charges.
-
Items must be unused, unworn, unwashed, and undamaged, and returned in their original condition.
-
All original tags and labels must remain attached.
-
Trying on items is permitted, but wearing them beyond fitting is not allowed.
-
Ordering multiple sizes of the same product with the intention of returning part of the order is not permitted.
We reserve the right to refuse returns that do not meet these conditions.
Return Process
To initiate a return, please follow these steps:
-
Submit your return request by emailing info@heatherandcarter.com within 14 days of receiving your order.
-
After approval, you will receive the return address of our fulfillment partner.
-
The item must be returned at your own expense, including any applicable customs fees.
-
We strongly recommend using a shipping method with track & trace, as we cannot process returns without proof of delivery.
Returns sent without prior approval may not be accepted.
Refunds
Once the returned item has been received and inspected, and meets all return requirements, the purchase amount will be refunded within 14 days to the original payment method.
Please note:
-
Original shipping costs are non-refundable.
-
Refund processing times may vary depending on your payment provider.
Liability
-
Heather & Carter Toronto is not responsible for lost return shipments if no tracking information is provided.
-
We are not liable for packages marked as delivered to the address provided by the customer.
-
Customers are responsible for entering the correct shipping address at checkout.
-
Any address errors must be reported within 24 hours of placing the order.
Contact Us
If you have any questions regarding returns, please contact:
Heather & Carter Toronto
Email: info@heathercartertoronto.com