Return Policy

Last updated: July 6, 2026

At Jasper & Olivia Toronto, we do everything we can to keep our customers happy. Still, there may be times when you'd like to return a product. Below, we explain our return policy clearly and transparently. If you're ever unsure about anything, please reach out first — we're always happy to think along with you. Contact us at info@jasperolivia-toronto.com.

1. How We Work

Jasper & Olivia Toronto operates on a direct-from-supplier model. To reduce waste and lower our carbon footprint, we don't hold large amounts of stock ourselves: items that are not on stock are shipped directly from our supplier, located in China. This means that return shipments must also be sent to our supplier's return address in China, rather than to a local address.

2. Timeframe & How to Start a Return

You can request a return within 14 days of receiving your item, by emailing info@jasperolivia-toronto.com.
A return can only be requested after you have physically received the item.
Please always include your order number and a valid reason for the return in your request.
Once approved, we will send you the correct return address for our supplier.

3. Conditions for Return

A valid reason for return is always required.
Items must be unused, unwashed, undamaged, and in original condition, with all tags and labels still attached.
Trying the item on is fine — wearing it is not.
Sale items cannot be returned without a valid reason.
Deliberately ordering multiple sizes with the intention of returning some of them is not permitted.
For hygiene reasons, certain items (such as underwear, swimwear, and jewelry) are excluded from return unless unopened and unused.

4. Return Costs & Process

Return shipping costs are entirely the customer's responsibility, including international shipping fees and any applicable customs charges.
Items must be shipped to our supplier's return address in China.
The customer is responsible for arranging shipment, covering the costs, and tracking the return.
We strongly recommend using a shipping method with tracking. Without valid proof of shipment, we are unable to process a return.

5. A Customer-Friendly Alternative

We understand that returning an item internationally can be costly and time-consuming. That's why we're happy to explore a fair alternative solution together — such as a partial refund or a discount — arranged directly with you by email. Please always contact us first at info@jasperolivia-toronto.com before sending anything back, so we can find the best solution for your situation.

6. Defective, Incorrect, or Damaged Items

If something isn't right with your order — for example the size, fit, or quality — please email us within 14 days of receiving your item, including clear photos and a description of the issue. Without photos and a description, we are unable to process your claim, and no right to return or refund applies. With this information, we'll work quickly to find a suitable solution for you.

7. Refunds

A refund can only be issued once the returned item has been received and approved at our supplier's return address in China. Once approved, we will refund the purchase amount within 14 days, using your original payment method. Original shipping costs are non-refundable.

8. Cancellations

Orders cannot be cancelled once they have been placed and entered processing. A refund or chargeback request cannot be opened until the item has actually arrived and been received. If you have a question or an issue with your order, please contact us first at info@jasperolivia-toronto.com rather than opening a chargeback or refund request directly — we're always happy to help resolve things directly with you.

9. Liability

We are not responsible for lost packages where tracking confirms the item was delivered to the address provided by the customer.
An incorrectly provided shipping address is the customer's responsibility.
Any errors in the shipping address must be reported within 24 hours of placing the order, by emailing info@jasperolivia-toronto.com.