Return Policy

At Sophie & Matthew Toronto, we strive to ensure that every customer is satisfied with their purchase. However, we understand that occasionally you may wish to return an item. This Return Policy explains the conditions and procedure for returning products purchased through our website.

If you have any questions about returns, please contact us at:
info@sophiematthewtoronto.com

Return Conditions

Items may be eligible for return if they meet the following conditions:

  • A return request can only be submitted after the item has been delivered and received by the customer.

  • Return shipping costs are the responsibility of the customer, including any international shipping or customs costs if applicable.

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

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

  • Trying on items is permitted, but items must not be worn or used.

  • Orders placed intentionally in multiple sizes with the intention of returning part of the order may not be eligible for return.

Return Process

To request a return, please follow these steps:

  1. Contact our customer support team at
    info@sophiematthewtoronto.com within 14 days of receiving your order.

  2. After your request is reviewed, you will receive the return instructions and return address.

  3. The customer is responsible for sending the item back using a tracked shipping method, covering all associated shipping and customs costs.

  4. We strongly recommend using a Track & Trace shipping service to ensure the safe return of your package.

Refunds

Once the returned item has been received at the designated return address and inspected for compliance with the return conditions, the refund will be processed.

Approved refunds will be issued to the original payment method within 14 days after the returned item has been inspected and approved.

Liability

Please note the following:

  • We are not responsible for lost or undelivered packages if the tracking information confirms successful delivery to the address provided by the customer.

  • Customers are responsible for providing the correct shipping address when placing an order.

  • Any address errors must be reported within 24 hours after placing the order.

Contact

If you have any questions regarding returns, please contact us at:

Sophie & Matthew Toronto
Email: info@sophiematthewtoronto.com