Returns & Refunds

Vera & Vale Toronto – Returns & Refund Policy

Last updated: 11 May 2025

At Vera & Vale Toronto, your satisfaction is at the heart of everything we do. If you are not completely in love with your purchase, you may return eligible items under the terms below. To ensure a fast and efficient process, please contact us before sending any items back.

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1. Return Period (Right to Cancel)

You may cancel your order within 30 days of receiving it, without giving a reason.
Once your cancellation is acknowledged, you have a further 4 days to return the item(s).

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2. Important Notice – Return Address Provided on Request

To streamline returns and ensure your items are processed quickly:

👉 Our return address will only be shared after you contact our customer care team to initiate a return.
This ensures we assign the correct return location, track your item, and process your refund without delay.

📧 To request the return address, email: support@veraandvale.com

Please note: Returns sent without prior notification may not be processed or may be subject to delays.

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3. Return Conditions

Returned items must:

• Be in original condition – unworn, unwashed, undamaged
• Include all original tags and labels
• Be free of makeup, perfume, stains, odours, or pet hair
• Be in the original packaging where reasonably possible
• Be shipped with tracking and only after notifying us in advance

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4. Non-Returnable Items

For hygiene, safety, and legal reasons, we cannot accept returns of:

• Underwear, bras, lingerie
• Swimwear
• Earrings or personalised jewellery
• Makeup and cosmetics
• Sale or discounted items
• Items sent without prior return notification
• Items returned after 30 days of cancellation
• Items not in original condition or missing tags/packaging

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5. Refunds

Once your return is received and inspected, a single-use store credit voucher will be issued within 14 days of confirmation.

Key Terms:

• Vouchers are issued once per approved return and are non-refundable.
• Each voucher is valid for one transaction only and cannot be split across multiple orders.
• Lost, unused, expired, or partially used vouchers will not be reissued.
• Refunds are not credited to the original payment method. By returning an item, you agree to receive a refund in the form of a store voucher.

We reserve the right to withhold issuing a voucher until we have received your returned items or satisfactory proof of return—whichever comes first.

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6. Faulty or Incorrect Items

If you receive a defective or incorrect item, email us within 48 hours of delivery at support@veraandvale.com with a photo and description. We will arrange a replacement or full refund where applicable.

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Unless the item is faulty or incorrect:

7. Return Shipping Responsibility 

• All return shipping costs are the responsibility of the customer.

• Returns must only be sent to the designated return address in Asia provided after contacting our customer care team.

• Tracked shipping is mandatory. Customers must retain a valid tracking number and proof of postage.

• We are not responsible for parcels that are lost, delayed, held at customs, or damaged during return transit.

• Any items that are not received, arrive damaged, or without prior notice will not be eligible for a refund or store credit.

• The customer is solely responsible for all shipping fees, customs duties (if applicable), and the safe return of the parcel.

 

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8. Contact Us

To initiate a return, request our return address, or get assistance, please reach out:

📧 support@veraandvale.com

We’re here to make your return experience as smooth as possible.