Returns & Exchanges

Last updated: 28-10-2026

Thank you for shopping with William & Evelyn. Every order is checked and packed with care, but we know that sometimes things don't go to plan: a piece that doesn't fit quite right, a parcel that had a rough journey, or simply a change of heart. That is completely fine, and it is exactly what this policy is for.

Our promise is simple: if something isn't right with your order, we will make it right. Every message is read and answered personally by our customer care team, and we will always work with you towards a solution that feels fair, quickly and without hassle.

1. Our 30-Day Satisfaction Guarantee

Damaged or defective on arrival: if your item arrives damaged, for example after a rough journey, or has a defect, we send you a free replacement at no extra cost. You do not need to return the original item. If you would rather not receive a replacement, we can offer store credit or a refund instead.
Wrong item, size or colour received: we send you the correct item at no charge, or refund it if you prefer. You do not need to return the item we sent by mistake.
Missing items or parts: we send whatever is missing at no cost, or refund the missing part of your order if you would rather not wait.
Breaks under normal use within 30 days of delivery: send us a photo and we will offer a replacement, store credit or a refund.
Doesn't fit, or not quite what you hoped for: we can exchange it for another size, colour or style, offer a partial refund with store credit so you can keep the item, or accept a return for a full refund. See sections 3 and 6.

Changed your mind? No problem. Change-of-mind returns are welcome within 30 days of delivery, and there is no restocking fee.

2. Lost, stolen or damaged in transit

Orders with Shipping Insurance (available at checkout for $4.95): if your parcel is lost, stolen or damaged on its way to you, you are always entitled to a new item at no extra cost.
Orders without Shipping Insurance: items that arrive damaged are always covered under section 1. If your parcel is delayed or the tracking stops updating, contact us and we will open an investigation with the carrier and keep you updated until it is resolved. Once the tracking shows the parcel as delivered, responsibility passes to the customer, as described in our Ordering & Delivery Policy.

3. Flexible resolutions, always your choice

To save you a trip to the post office, we may offer you an alternative: a partial refund while you keep the item, store credit, or an exchange for a different size, colour or style. When an exchange is not caused by an error on our side, any exchange fee is confirmed with you before we proceed.

These offers are always optional. If you prefer to return the item for a refund under this policy, that option always remains available to you.

4. Store credit

Store credit can be used on anything in our store and does not expire. Orders placed with store credit are covered as normal for damaged, defective, incorrect or missing items (section 1).

5. How to get started

Simply email us at info@williamandevelyn.com within 30 days of delivery with your order number, the name of the item and a short description of the issue. In most cases we will ask for a quick photo or video. It helps us solve things in one go, and for damage we ask for a photo of both the item and the packaging.

Please contact us before sending anything back: most sizing and damage issues are solved without a return. Once your return is approved, we email you our returns address and full instructions.

Returned items should be unworn, unwashed and undamaged, with all original tags and labels still attached. Trying an item on is of course fine.

6. Refunds

As part of resolving your request, our team may first propose an alternative such as a partial refund, an exchange or store credit (section 3). Accepting an alternative is entirely optional and never a condition for a refund.

Once your return arrives at our returns address and has been checked, we refund the product price to your original payment method within 7 business days. Depending on your bank or card provider, it may take up to 10 business days for the amount to appear on your statement. The same timing applies to partial refunds.

7. Return shipping costs

Damaged, defective, incorrect or missing items: once verified with photos, your resolution is issued at no cost and no return is required.
Voluntary returns (including change of mind and fit): return shipping costs, including any duties or fees charged on the return parcel, are the customer's responsibility. Please use a tracked shipping method and email us your tracking number. We do not provide prepaid return labels.

8. Good to know

All returns must be registered with our customer care team and approved before they are sent. Returns sent without approval or to a different address than the one we provide may be delayed or refused.
Please keep the item until we have reviewed your case. If the item has been discarded and no photos are available, a refund may not be possible.
Untracked return parcels that are lost or damaged on the way back remain the customer's responsibility, which is why we recommend tracked shipping.
Once store credit or a partial refund has been accepted and issued, that case is resolved and cannot later be converted into a full refund.
For sets or orders with several pieces, we refund or replace only the affected item, not the entire order.
Slight differences in colour can occur because of screen settings and are not considered a defect.
Requests made more than 30 days after delivery cannot be honoured.

9. Your rights

This policy comes on top of your statutory consumer rights in Canada; it does not replace them.

10. Questions?

Email us at info@williamandevelyn.com or use our contact page. Every message is answered personally by our customer care team.