Return Policy
1. 100% Money-Back Guarantee on Non-Sale Items
We offer a full refund on all non-sale items returned in original, unused condition within 30 days of the delivery date. To be eligible for a refund, items must be:
- Unworn and unwashed
- In original condition with all tags attached
- Returned in original packaging
Refunds will be processed within 14 days of receiving the returned item or proof of shipment, whichever is earlier. Original shipping costs are non-refundable unless the return is due to a defect or error on our part.
2. Final Sale Items – Strictly No Returns, Refunds, or Exchanges
All items marked as FINAL SALE or discounted by 40% or more are strictly final sale. This means:
- No returns
- No refunds
- No size exchanges
- No exceptions
By completing your purchase on a Final Sale item, you explicitly acknowledge and agree — recorded at the time of checkout via a mandatory confirmation — that no return, refund, or exchange will be processed under any circumstances, including but not limited to sizing issues, change of mind, or delayed delivery. Final Sale status is clearly indicated on the product page and at checkout.
Please review all sizing guides and product details carefully before purchasing any discounted item.
3. International Shipping & Delivery Timelines
All orders are shipped from our overseas fulfillment centers located in China. By placing an order, you acknowledge and accept this.
- Estimated delivery: 5–14 business days
- Maximum delivery window: 30 business days
Delivery timelines may be affected by international logistics, customs processing, or circumstances beyond our control. A delay in delivery within the 30-business-day window does not constitute non-delivery and is not grounds for a chargeback, payment dispute, or refund request.
Tracking information is provided for all orders. Delivery is considered complete upon carrier confirmation of delivery to the shipping address provided at checkout. If your tracking shows delivered but you have not received your package, we ask that you first check with neighbors, building management, or your local postal facility before contacting us.
If delivery has not occurred within 30 business days of your order date, please contact us at info@sophieandmarietoronto.com and we will investigate and resolve the matter promptly.
4. Defective or Damaged Items
We stand behind the quality of our products. If your item arrives with a manufacturing defect or was damaged during shipping, you are eligible for a full refund or exchange at no additional cost to you, including return shipping.
To report a defective or damaged item, you must:
- Email info@sophieandmarietoronto.com within 7 days of delivery
- Include your order number, a description of the defect, and clear photographic evidence
- Await approval before returning the item
Claims submitted after 7 days of confirmed delivery may not be accepted.
5. Return Shipping Costs
Customers are responsible for all return shipping costs, except in cases of defective or damaged items as described above.
Please note that return shipments must be sent to our fulfillment center located in China. By placing an order, you acknowledge and accept this condition. Return shipping costs are non-refundable and are not grounds for initiating a chargeback or payment dispute.
We strongly recommend using a tracked shipping service for all returns. Sophie & Marie Toronto is not responsible for return shipments that are lost or undelivered. Returns without tracking cannot be processed.
6. How to Initiate a Return
- Email info@sophieandmarietoronto.com with your order number and reason for return within 30 days of delivery
- Await written approval — do not ship items before receiving approval
- Once approved, you will receive the return address and instructions
- Include the completed return form inside your package — returns without this form cannot be processed
- Ship using a tracked method and provide us with the tracking number
Returns initiated after 30 days, or without prior written approval, will not be accepted or refunded.
7. Cancellation Policy
Orders are submitted to our fulfillment center immediately upon checkout. Cancellation requests must be submitted within 15 minutes of placing your order by emailing info@sophieandmarietoronto.com with your order number in the subject line.
Sophie & Marie Toronto cannot guarantee cancellation after this window has passed. If an order cannot be cancelled due to fulfillment processing, the standard return policy applies upon delivery.
Initiating a chargeback instead of following this cancellation process is a violation of these Terms and Conditions.
8. Dispute Resolution – Required Steps Before Filing a Chargeback
We are committed to resolving all concerns fairly and promptly. If you experience any issue with your order, we strongly encourage you to contact us directly before initiating a chargeback or payment dispute with your bank or card issuer.
To submit a concern, please email info@sophieandmarietoronto.com with your order number and a clear description of the issue. We aim to respond within 2 business days and will make every reasonable effort to resolve your concern within 5 business days.
By agreeing to these Terms, you confirm that you will make a reasonable attempt to resolve any dispute with us directly before escalating to your bank or payment provider. Please be aware that we maintain detailed records of all transactions, delivery confirmations, customer communications, and checkout agreements, which we may submit as evidence in the event of a payment dispute.
Your statutory right to contact your bank or card issuer remains unaffected.
9. Customs Duties and Import Taxes
Orders shipped to Canada may be subject to customs duties, import taxes, or brokerage fees upon entry. These charges are the sole responsibility of the customer and are not included in the product price or shipping fees quoted at checkout. Sophie & Marie Toronto does not reimburse customs duties or import taxes, and their imposition does not constitute grounds for a chargeback, refund, or dispute.
We encourage customers to review the Canada Border Services Agency (CBSA) guidelines prior to placing an order.
10. Your Statutory Rights
Nothing in this policy limits or excludes any rights you are entitled to under applicable Canadian federal or provincial consumer protection legislation, including but not limited to the Ontario Consumer Protection Act, 2002, the British Columbia Business Practices and Consumer Protection Act, or any other applicable provincial statute. Your statutory rights remain fully intact.
Contact Us
For returns, questions, or support:
📩 info@sophieandmarietoronto.com
We aim to respond to all inquiries within 2 business days.