Return Policy

At Chris & Hannah Toronto, we want every customer to feel confident and satisfied when shopping with us. However, we understand that you may sometimes wish to return an item. This Return Policy explains our return conditions, process, and refund terms clearly.

Please read this policy carefully before requesting a return.

Return Conditions

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

  • A return can only be requested after you have physically received your order.

  • Return requests must be submitted within 14 days after receiving your item.

  • Items must be unused, unwashed, undamaged, and in their original condition.

  • All original labels, tags, packaging, and accessories must still be attached or included.

  • You may try an item on, but wearing it beyond fitting is not allowed.

  • Items that show signs of wear, stains, perfume, makeup, washing, damage, or missing tags may be refused.

  • Return shipping costs are fully the responsibility of the customer. This includes any international shipping fees, customs charges, or additional return costs.

  • Ordering multiple sizes or variants with the clear intention of returning part of the order is not allowed and may result in the return being refused.

Non-Returnable Items

For hygiene and safety reasons, certain items may not be eligible for return, including:

  • Items that have been worn or washed

  • Items with removed tags or damaged packaging

  • Final sale or clearance items

  • Personalized or customized items

  • Gift cards

  • Items returned without prior approval from our customer service team

If you are unsure whether your item can be returned, please contact us first.

Return Process

To request a return, please follow the steps below:

  1. Contact us at info@chrishannahtoronto.com within 14 days after receiving your order.

  2. Include your order number, full name, the item you wish to return, and the reason for your return request.

  3. Our customer service team will review your request and provide return instructions if your return is approved.

  4. You will receive the correct return address from us. Please do not send your order back without contacting us first.

  5. The item must be returned at your own cost using a reliable shipping method.

  6. We strongly recommend using a shipping method with track & trace, as we cannot be responsible for lost return packages.

Some returns may need to be sent to our designated return facility or fulfillment partner, which may be located outside your country. Any shipping costs, customs fees, or import charges related to the return are the responsibility of the customer.

Refunds

Once your returned item has been received and inspected, we will notify you whether your return has been approved.

If approved, your refund will be processed to your original payment method within 14 days after the return has been accepted.

Please note:

  • Original shipping costs are non-refundable unless required by law.

  • Return shipping costs are not refunded.

  • Refund processing times may vary depending on your bank or payment provider.

  • If the returned item does not meet our return conditions, we reserve the right to refuse the refund.

Incorrect or Damaged Items

If you received the wrong item or your item arrived damaged, please contact us at info@chrishannahtoronto.com as soon as possible.

Please include:

  • Your order number

  • Clear photos of the item

  • Clear photos of the packaging

  • A short explanation of the issue

We will review the situation and offer a suitable solution where applicable.

Address Responsibility

Customers are responsible for providing the correct shipping address at checkout.

Please note:

  • If an incorrect address is entered, this is the responsibility of the customer.

  • Address mistakes must be reported within 24 hours after placing the order.

  • Once an order has been processed or shipped, we may no longer be able to change the address.

  • If tracking shows that a package has been delivered to the address provided by the customer, we are not responsible for lost or missing packages.

Lost or Delayed Return Packages

We are not responsible for return packages that are lost, delayed, or delivered to the wrong address due to customer error or the chosen return shipping provider.

For this reason, we always recommend using a tracked shipping service and keeping your proof of postage until your return has been fully processed.

Contact Information

For questions about returns, refunds, or your order, please contact us at:

Company name: Chris & Hannah Toronto
Email: info@chrishannahtoronto.com
Business hours: Monday to Friday, 9:00 AM – 5:00 PM EST