Return Policy

Emma & Jack Toronto
Email: info@emmajacktoronto.com

1. Introduction

At Emma & Jack Toronto, customer satisfaction is our top priority. We carefully inspect and package every order before shipping to ensure quality and accuracy.
However, we understand that sometimes a product may not meet your expectations. This Return Policy outlines how returns are handled, the conditions that apply, and the process to follow.

By making a purchase from Emma & Jack Toronto, you agree to the terms and conditions described in this policy.

2. Conditions for Returns

To be eligible for a return, please ensure that the following conditions are met:

You may only request a return after physically receiving the item.
Return shipping costs, including international shipping and customs fees, are entirely the customer’s responsibility.
Items must be unused, unwashed, undamaged, and in their original packaging, with all tags and labels attached.
You may try on an item to check the fit, but wearing it for any length of time beyond that is not permitted.
Intentional bulk ordering (ordering multiple sizes or variants with the intent to return most of them) is not allowed.
Returns that do not meet these conditions may be refused or only partially refunded.

3. Return Process

Please follow the steps below to request a return:

Contact us at info@emmajacktoronto.com within 14 days of receiving your order to register your return.
Our team will provide you with the return address of our supplier’s facility (located in China).
Ship the product back at your own expense, including any applicable customs or international shipping fees.
We strongly recommend using a tracked shipping method (track & trace) to ensure the package arrives safely.
Once the return is received and inspected, we will notify you of the approval or rejection of your refund.

4. Refunds

If your return is approved, your refund will be processed within 14 days after we receive the returned item.
The refund will be issued to your original payment method (credit card, PayPal, etc.).
Please note that initial shipping costs are non-refundable.
In some cases, depending on your payment provider, it may take additional business days for the refund to appear in your account.

5. Liability and Exceptions

Emma & Jack Toronto is not responsible for lost packages if tracking information shows the item was delivered to the address provided by the customer.
Customers are responsible for entering the correct shipping address during checkout.
Address errors must be reported within 24 hours after placing an order.
We are unable to process returns or refunds for items lost or delayed due to incorrect shipping details provided by the customer.
Sale items or personalized/custom-made products may not be eligible for return, unless defective or damaged upon arrival.

6. Damaged or Defective Items

If you receive an item that is defective, damaged, or incorrect, please contact us immediately at info@emmajacktoronto.com with photos or videos showing the issue.
We will review the case and provide a suitable solution — such as a replacement or refund — at no additional cost.

7. Contact Information

If you have any questions or need assistance with a return, please reach out to our customer service team: