Return Policy

5.2 Return Policy Last updated: June 5, 2026

At Anne & Sophie Toronto, we do everything we can to keep our customers satisfied. However, it may happen that you wish to return a product. Below we clearly explain our return policy. We are happy to think along with you — if in doubt, always contact us first via info@annesophietoronto.com.

1. How we work Anne & Sophie Toronto operates on a direct-from-supplier model. To reduce waste and minimise our CO₂ emissions, we do not hold large stocks of our own: items that are not in stock are shipped directly from our supplier located in China. This means that returns must also be sent to our supplier's return address in China.

2. Timeframe and registration

• You can register a return within 14 days of receiving the item, via info@annesophietoronto.com.
• You may only register a return after you have physically received the item.
• Always include your order number and a valid reason for the return when submitting your request.
• After approval, we will provide you with our supplier's return address.

3. Conditions

• A valid reason for the return is always required.
• Items must be unused, unwashed, undamaged and in their original condition, with all labels and tags still attached.
• Trying on is permitted, wearing is not.
• Sale items cannot be returned without a valid reason.
• Deliberately ordering multiple sizes with the intention of returning some is not permitted.
• Certain items are excluded from returns for hygiene reasons (such as underwear, swimwear and jewellery), unless unopened and unused.

4. Return costs and process

• Return shipping costs are entirely at the customer's expense, including international shipping and any customs charges.
• The item must be returned to our supplier's return address in China.
• The customer is solely responsible for shipping, costs and tracking the return shipment.
• We always recommend using a tracked shipping method; without proof of postage we cannot process a return.

5. Customer-friendly interim solution Because international returns can be costly and time-consuming, we are happy to explore a suitable interim solution together (for example a partial refund or discount), which we will agree upon by mutual consent via email. Always contact us first via info@annesophietoronto.com before sending anything back.

6. Defective, incorrect or damaged item If something is wrong with your order — for example the size, fit or quality — please send us an email within 14 days of receipt including clear photos and a description of the problem. Without photos and a description we cannot process your complaint and no right to return or refund exists. With this information we will find an appropriate solution as quickly as possible.

7. Refunds A refund can only be issued after the item has been received and approved at the return address in China. After approval, we will refund the purchase amount within 14 days via the original payment method. Original shipping costs will not be refunded.

8. Cancellations It is not permitted to cancel an order after it has been placed and is being processed. No refund or chargeback can be initiated before the item has actually arrived and been received. If you have a question or issue with your order, please contact us first via info@annesophietoronto.com rather than initiating a chargeback or refund directly.

9. Liability

• We are not responsible for lost packages if tracking confirms that the item was delivered to the address provided by the customer.
• An incorrectly provided address is the customer's responsibility.
• Address errors must be reported within 24 hours of placing the order via info@annesophietoronto.com.