Return Policy
At Oliver & Emma Montreal, customer satisfaction is very important to us. However, if you are not completely satisfied with your purchase, we are here to help. Please read our return policy carefully before initiating a return.
1. Return Conditions
To be eligible for a return, the following conditions must be met:
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Items can only be returned after they have been physically delivered to you.
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Return shipping costs are entirely the responsibility of the customer, including any international shipping fees, customs duties, or import charges.
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Items must be unused, unwashed, undamaged, and in their original condition.
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All original tags and labels must still be attached.
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Trying on items is permitted, but wearing them beyond fitting is not allowed.
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Orders placed in multiple sizes with the intention of returning part of the order are not permitted.
Oliver & Emma Montreal reserves the right to refuse returns that do not meet these conditions.
2. Return Process
To initiate a return, please follow these steps:
Step 1:
Contact us at info@oliveremmamontreal.com within 14 days of receiving your order.
Step 2:
After approval, you will receive the return address of our international fulfillment partner.
Step 3:
Ship the item back at your own expense. Customers are responsible for all return shipping costs, including customs fees if applicable.
Step 4:
We strongly recommend using a shipping method with Track & Trace, as Oliver & Emma Montreal is not responsible for lost return shipments.
Returns sent without prior approval will not be accepted.
3. Refunds
Once the returned item has been received and inspected, we will notify you of the approval or rejection of your refund.
If approved:
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The refund will be processed within 14 days
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The amount will be refunded to your original payment method
Please note that original shipping costs are non-refundable unless the item was defective or incorrect.
4. Liability
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Oliver & Emma Montreal is not responsible for packages marked as delivered by the shipping carrier to the address provided by the customer.
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Customers are responsible for entering the correct shipping address at checkout.
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Address changes must be requested within 24 hours of placing the order. After this period, we cannot guarantee modifications.
5. Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery at:
Please include clear photos of the issue so we can assist you as quickly as possible.
6. Contact Information
For any questions regarding returns, please contact:
Oliver & Emma Montreal
Email: info@oliveremmamontreal.com
We are always happy to assist you.