Return Policy

Susan & Emily Toronto

At Susan & Emily Toronto, we aim to provide high-quality products and excellent customer service. If for any reason you are not satisfied with your purchase, you may request a return under the conditions outlined below.

1. Return Conditions

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

  • The return request must be submitted within 30 days of receiving your order.

  • The item must be received before a return request can be made.

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

  • Items must be unused, unworn, unwashed, and in original condition, with all tags and packaging intact.

  • Trying on an item is allowed; wearing or using it is not.

  • Orders placed with the intention of returning multiple sizes or items are not eligible for return.

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

2. Damaged or Defective Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery at:

📧 info@susanemilytoronto.com

Please include:

  • Your order number

  • Clear photos or a short video showing the issue

  • A brief description of the problem

After review, we will determine the most appropriate solution, which may include:

  • A replacement item

  • A partial or full refund

  • Store credit

Claims submitted after 48 hours of delivery may not be eligible for compensation.

3. Return Process

To initiate a return, please follow these steps:

  1. Contact us at info@susanemilytoronto.com within 30 days of receiving your order.

  2. You will receive return instructions and the return address of our supplier.

  3. Ship the item back at your own expense, including any customs or handling fees.

  4. We strongly recommend using a shipping method with track & trace.

Returns sent without prior approval will not be accepted.

4. Refunds

Once your return has been received and inspected:

  • Approved refunds will be processed within 14 days

  • Refunds are issued to the original payment method

  • Original shipping fees are non-refundable

If the returned item does not meet our return conditions, the refund may be denied.

5. Responsibility & Liability

  • We are not responsible for lost return shipments without tracking.

  • We are not liable for parcels marked as delivered by the carrier.

  • Customers are responsible for providing a correct shipping address.

  • Address changes must be requested within 24 hours of placing an order.

6. Contact Information

For questions regarding returns or damaged items, please contact:

Susan & Emily Toronto
📧 info@susanemilytoronto.com