Return Policy

1. Introduction

At Mark & Julie Toronto, customer satisfaction is our priority.
If you are not fully satisfied with your purchase, you may be eligible to return your item under the conditions outlined below. Our return policy reflects the structure of our international fulfillment process and ensures clarity for both parties.

2. Conditions for Returns

To qualify for a return:

  • You may request a return only after you have physically received the item.

  • All return shipping costs are fully paid by the customer, including international postage, customs fees, and any handling costs.

  • Items must be:

    • Unused

    • Unwashed

    • Undamaged

    • In their original condition, with all original tags and labels attached

  • Trying on an item is allowed, but wearing it for extended periods or outdoors is not permitted.

  • Return requests involving excessive ordering (e.g., purposely buying multiple sizes with the intention of returning most of them) may be refused to prevent abusive return behavior.

All returned items are subject to inspection. If an item does not meet the conditions, the return may be rejected or refunded partially.

3. Return Window

You must submit your return request within 14 days of receiving your order.
Requests submitted outside this window may not be accepted.

4. How to Start a Return

Please follow these steps carefully:

  1. Request your return by emailing info@markjulietoronto.com within 14 days of receiving the item.

  2. After approval, we will provide you with the return address of our overseas fulfillment warehouse (located outside of Canada).

  3. You then ship the item back at your own expense, including any international shipping charges, customs/import duties, or additional carrier fees.

  4. We strongly recommend using a track & trace shipping method and keeping your proof of shipment.

Items sent back without prior approval will not be accepted.

5. Return Shipping & Costs

  • All return shipping costs are the customer’s responsibility.

  • This includes:

    • International return postage

    • Customs or import duties

    • Any handling or processing fees

  • Original shipping costs (if applicable) are non-refundable, unless required by law or in the case of an error on our part.

6. Refunds

Once your returned item has arrived at our overseas fulfillment warehouse and has passed inspection:

  • Approved refunds will be processed within 14 days.

  • Refunds are issued to the original payment method used at checkout.

  • Depending on your bank or payment provider, additional days may be required for the refund to appear in your account.

If an item is returned in unacceptable condition (worn, damaged, missing tags, etc.), we may:

  • Reject the return, or

  • Provide a partial refund, depending on the condition of the item.

7. Liability & Lost Packages

  • We are not responsible for returned packages that are lost in transit without valid tracking showing delivery to the correct return address.

  • If tracking shows the package was delivered to the provided address, the return is considered successfully delivered.

  • Customers are responsible for providing a complete and accurate shipping address at checkout.

  • Address errors must be reported within 24 hours of placing the order by emailing info@markjulietoronto.com.

Packages undeliverable due to incorrect addresses are the sole responsibility of the customer.

8. Damaged or Defective Items

If you receive an item that is damaged, defective, or incorrect:

  1. Contact us within 48 hours of delivery at info@markjulietoronto.com.

  2. Include:

    • Your order number

    • Clear photos or video of the issue

  3. Our support team will review the case and provide a solution, which may include:

    • A replacement

    • A partial refund

    • A full refund

Claims submitted after a longer period may not be eligible for compensation.

9. Contact

For all questions regarding returns or refunds, please contact us at:
📧 info@markjulietoronto.com


- Mark & Julie Toronto