Refund policy

Returns & Exchanges (30 Days)

Our Promise

We want you to love your order. If something arrives damaged, defective, or incorrect, we’ll make it right with a replacement, exchange, or refund. Please contact us within 30 days of delivery.

Email: fromehtozed@gmail.com

What’s Always Covered

  • Items that arrive damaged or defective
  • Wrong item/size/colour received
  • Lost in transit (confirmed by carrier)

Please email us with your order number, a short note, and photos of the issue/packaging so we can help quickly.

What’s Sometimes Covered

Because we’re a small Canadian business and each item is made to order, we can’t accept every return—but we’ll do our best to find a fair solution if:

  • Sizing was confusing (we’ll review size charts with you)
  • Delivery took much longer than expected
  • You have a special circumstance—reach out and let’s chat

Typically Not Returnable

  • Change of mind or wrong size when size charts were clear
  • Used/worn items (must be in original condition with tags)
  • Custom/personalized items (unless defective)
  • Sale items and gift cards

How to Start a Return/Exchange

  1. Email fromehtozed@gmail.com within 30 days of delivery.
  2. Share your order number + photos if there’s an issue.
  3. If approved, we’ll send a return label (when applicable) and instructions.
  • Please don’t ship anything back without contacting us first.

Note: Some orders may ship in separate packages. If part of your order arrives first, the rest is still on the way—check your tracking links anytime.

Refunds

Once we receive and inspect the item (if a return is required), we’ll confirm approval and issue a refund to your original payment method. Banks/credit cards can take 5–10 business days to post the refund.
If it’s been 15 business days since our approval and you haven’t seen it, email us and we’ll follow up.

Exchanges

If you’d like a different size or item, the fastest path is to start a return/exchange request by email. We’ll guide you—sometimes we can replace directly; other times we’ll process a refund and you can place a new order.

Thanks for supporting a small Canadian business.

We’ll always handle your request with honesty, fairness, and a neighbourly touch