Returns and Refund Policy
Last updated: August 2, 2026
At Montrose Boutique Toronto, we want you to feel confident when placing an order with us. If your purchase is not quite right, eligible items may be returned in accordance with the conditions below.
To ensure that your return is sent to the correct location and processed efficiently, please contact our customer care team before returning any item.
1. 30-Day Return Period
You may request a return within 30 calendar days of receiving your order.
To begin a return, email us at:
Your return request should include:
- your full name;
- your order number;
- the item or items you wish to return;
- the reason for the return;
- photographs if the product is damaged, defective, or incorrect.
Once your return request has been approved, we will provide the applicable return instructions and return address.
After receiving the return instructions, the parcel must be shipped within 7 calendar days. Returns shipped outside this period may be refused.
This voluntary return policy does not limit any rights you may have under applicable Canadian consumer protection laws.
2. Return Address Provided on Request
Our return address is provided only after your return request has been reviewed and approved by our customer care team.
This allows us to:
- provide the correct return address;
- identify and track your return;
- prevent parcels from being sent to an incorrect location;
- process your return as efficiently as possible.
All approved returns must be sent to our designated returns warehouse in China.
Customers should consider the cost of international return shipping and any applicable customs charges before requesting a return.
Do not send returns to an address shown on the original parcel unless our customer care team has specifically confirmed that address in writing.
Returns sent without prior approval, or to an incorrect address, may be refused or experience significant processing delays.
3. Return Conditions
To qualify for a return, an item must:
- be unworn, unused, unwashed, and undamaged;
- be returned in its original condition;
- include all original tags, labels, and accessories;
- be free from makeup, perfume, deodorant, stains, odours, pet hair, or other signs of use;
- be returned in its original packaging where reasonably possible;
- be securely packaged to prevent damage during transit;
- be sent using a trackable shipping service;
- be returned only after receiving written return authorization.
We reserve the right to reduce or refuse a refund when an item does not meet these conditions.
4. Non-Returnable Items
For hygiene, safety, or personalization reasons, the following items cannot be returned unless they are defective, damaged, or incorrectly supplied:
- underwear and lingerie;
- bras where the hygiene seal or protective packaging has been removed;
- swimwear where the hygiene seal has been removed;
- earrings and pierced jewellery;
- cosmetics and personal-care products;
- personalized, customized, or made-to-order products;
- gift cards;
- items marked Final Sale before purchase;
- items returned without prior authorization;
- items returned outside the applicable return period;
- items that show signs of wear, washing, damage, or alteration.
Products purchased during a promotion or Clearance Sale remain eligible for return unless they were clearly marked Final Sale on the product page before purchase.
5. Refunds
Once your return has arrived at our designated warehouse, it will be inspected to confirm that it meets the conditions of this policy.
If the return is approved, your refund will be issued to the original payment method within 10 business days after inspection.
You will receive an email once your return has been processed.
Please note:
- refunds cannot be issued before the returned item has been received and inspected;
- original shipping charges, where applicable, are non-refundable unless the product was defective, damaged, or incorrect;
- return shipping charges, customs fees, duties, and taxes are not refundable;
- your bank or payment provider may require additional processing time before the refund appears in your account.
We reserve the right to withhold the refund until we have received the returned item or acceptable proof that it has been shipped to the approved return address.
6. Damaged, Defective, or Incorrect Items
Please inspect your order promptly after delivery.
If you receive an item that is damaged, defective, or different from what you ordered, contact us within 48 hours of delivery at:
Include:
- your order number;
- a clear description of the issue;
- clear photographs or video showing the item and the problem;
- a photograph of the shipping label and packaging where relevant.
Once the issue has been reviewed and verified, we may offer an appropriate solution, such as:
- a replacement;
- a full or partial refund;
- another remedy agreed upon with you.
When we confirm that an item is damaged, defective, or incorrectly supplied, Montrose Boutique Toronto will cover the reasonable return shipping costs or provide alternative instructions.
Do not return a damaged or incorrect product before receiving instructions from our customer care team.
7. Return Shipping Costs and Responsibility
Unless the product is confirmed to be damaged, defective, or incorrect, all return shipping costs are the customer’s responsibility.
Approved returns must be sent to the designated returns warehouse in China using the address supplied by our customer care team.
The customer is responsible for:
- international return shipping charges;
- customs declarations;
- import or export duties;
- taxes, tariffs, brokerage charges, or other fees;
- using a trackable shipping service;
- securely packaging the returned items;
- retaining the tracking number and proof of postage until the refund is completed.
We are not responsible for return parcels that are lost, delayed, damaged, refused, seized, abandoned, or held by customs while in transit.
A refund cannot be issued for an item that does not arrive at the approved return address, unless otherwise required by applicable law.
8. Exchanges
We do not currently offer direct exchanges.
To obtain a different size, colour, or product, please return the eligible item in accordance with this policy and place a new order separately.
This helps prevent the requested replacement from selling out while the original item is being returned.
9. Order Cancellations
Contact us as soon as possible if you wish to cancel or change an order.
We will try to accommodate your request, but cancellation cannot be guaranteed once an order has entered processing or has been dispatched.
Once an order has been shipped, it must be handled through the standard return procedure described in this policy.
10. Refused and Unclaimed Parcels
Customers are responsible for providing a complete and accurate delivery address and for accepting delivery of their order.
If a parcel is refused, unclaimed, or returned because of an incorrect or incomplete address, any return shipping charges, customs fees, or handling costs incurred may be deducted from the refund where permitted by law.
A refund will only be considered after the parcel has been received and inspected at the applicable warehouse.
11. Contact Us
To request a return, obtain the approved return address, or ask a question about this policy, contact:
Montrose Boutique Toronto
Email: support@montroseboutique.com
Website: montroseboutique.com
Customer Care Hours
Monday–Friday: 9:00 AM–5:00 PM
Saturday: 10:00 AM–4:00 PM
Sunday: Closed
Eastern Time — Toronto
We aim to respond within 1–2 business days.