Return Policy
Return Policy
Last updated: June 6, 2026
At Paul & Angela Toronto, we want every customer to feel happy and confident with their order. We carefully select our products and work with trusted fulfilment partners to make sure your order is handled with care.
However, we understand that there may be situations where you wish to request a return. This Return & Refund Policy explains how returns, refunds, exchanges, cancellations, and damaged or incorrect items are handled.
If you are unsure about anything, please contact us first before sending anything back.
Contact email: info@PaulAngelatoronto.com
1. How We Fulfil Orders
Paul & Angela Toronto works with a direct-from-supplier fulfilment model. This allows us to offer a wider selection of products while avoiding unnecessary overstock, waste, and excess storage.
Some items may be shipped directly from our international fulfilment partners, including suppliers located in China or other international regions. Because of this, approved returns may need to be sent to the return address provided by our supplier or fulfilment partner.
Please do not send any item back without contacting us first. Returns sent without approval may not be accepted or processed.
2. Return Request Period
You may request a return within 14 days after receiving your order.
To start a return request, please email us at:
Please include:
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Your full name
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Your order number
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The item you wish to return
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The reason for your return request
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Clear photos if the item is damaged, defective, incorrect, or not as expected
A return can only be requested after the item has been physically delivered to you.
Once your request has been reviewed and approved, we will provide the correct return instructions and return address by email.
3. Return Conditions
To be eligible for a return, the item must meet the following conditions:
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The item must be unused
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The item must be unworn, except for carefully trying it on
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The item must be unwashed
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The item must be undamaged
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The item must be returned in its original condition
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All labels, tags, packaging, and accessories must still be attached or included
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The item must be returned to the correct return address provided by our support team
You may try on an item to check the fit, but the item must not show signs of wear, use, perfume, deodorant, stains, washing, damage, or alteration.
If an item does not meet these conditions, we reserve the right to refuse the return or issue only a partial refund where appropriate.
4. Items That Cannot Be Returned
For hygiene, safety, and quality reasons, certain items cannot be returned unless they arrive damaged, defective, or incorrect.
This may include:
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Underwear
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Swimwear
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Earrings and certain jewellery items
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Beauty or personal care items
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Items that have been opened, used, washed, or worn
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Items without original labels, tags, or packaging
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Final sale or clearance items, unless defective or incorrect
Sale items can only be returned when there is a valid issue with the item, such as damage, defect, or the wrong item being received.
5. Return Shipping Costs
For approved standard returns, including size, fit, change of mind, or personal preference returns, the customer is responsible for the return shipping costs.
This includes:
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International return shipping costs
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Tracking costs
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Any customs, duties, or import charges related to the return
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The responsibility for safely sending the item back
Because some returns may need to be sent to an international supplier address, return shipping can be costly. For this reason, we strongly recommend contacting us first so we can review the situation and help find the most practical solution.
We always recommend using a tracked shipping method. Without tracking or proof of shipment, we cannot guarantee that your return will be received or processed.
6. Helpful Alternative Solutions
Because international returns can be expensive and time-consuming, our team may offer an alternative solution where appropriate.
This may include:
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A partial refund
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A store credit
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A discount on a future order
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A replacement option
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Another fair solution agreed by email
These solutions are reviewed case by case and are not guaranteed. Please contact us first at info@PaulAngelatoronto.com before sending anything back.
Our goal is always to find a reasonable and customer-friendly solution while keeping the return process clear and fair.
7. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, incorrect, or with a clear quality issue, please contact us within 14 days of delivery.
Please email us at:
Include the following information:
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Your order number
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A clear description of the issue
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Photos of the item
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Photos of the packaging, if relevant
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Any other details that help us understand the problem
We need clear photos and a description so we can review the issue properly with our fulfilment partner.
If the issue is approved, we will work with you to find a suitable solution. Depending on the situation, this may include a replacement, refund, store credit, partial refund, or another appropriate solution.
Please do not return damaged, defective, or incorrect items without contacting us first.
8. Refunds
Refunds are only processed after the return has been received, inspected, and approved at the return address provided by our team, unless we have confirmed a different solution by email.
Once your return is approved after inspection, we will process your refund to the original payment method.
Please allow up to 14 business days after approval for the refund to be processed. Your bank, card provider, or payment provider may need additional time to make the funds visible in your account.
Original shipping costs are non-refundable unless otherwise required by applicable law or confirmed by us in writing.
9. Exchanges
We do not always carry direct replacement stock at our own location, because many items are fulfilled through our supplier network.
If you need a different size, colour, or style, please contact us at info@PaulAngelatoronto.com. We will review your request and let you know whether an exchange, replacement order, store credit, or another solution is possible.
Exchange requests are handled case by case and depend on product availability and the condition of the original item.
10. Order Cancellations
Orders are processed as quickly as possible after they are placed.
If you made a mistake with your order, please contact us within 24 hours at:
We will do our best to help. However, once an order has entered processing, fulfilment, or shipment, we cannot guarantee that it can be cancelled or changed.
If the order can no longer be cancelled, you may still contact us after delivery to discuss whether your item qualifies for a return under this policy.
11. Address Errors
The customer is responsible for entering the correct shipping address at checkout.
If you notice an error in your address, please contact us within 24 hours of placing your order.
We cannot guarantee that an address can be changed once the order has entered processing or shipment.
Paul & Angela Toronto is not responsible for lost, delayed, or undeliverable packages caused by an incorrect or incomplete address provided by the customer.
12. Delivered Packages
If tracking shows that your order has been delivered to the address provided at checkout, the package is considered delivered.
We are not responsible for packages that are lost, stolen, misplaced, or collected by someone else after delivery has been confirmed by the carrier.
If you believe there is an issue with the delivery, please contact the shipping carrier first and then email us at info@PaulAngelatoronto.com so we can review the situation where possible.
13. Chargebacks and Payment Disputes
If there is a problem with your order, please contact us first at info@PaulAngelatoronto.com. Our team will review your situation and try to find a fair solution.
Opening a payment dispute or chargeback before contacting us may delay the resolution process, as payment providers often require additional time to investigate the case.
This does not affect any rights you may have under applicable consumer protection laws.
14. Contact Us
If you have any questions about returns, refunds, exchanges, damaged items, or your order, please contact us:
Paul & Angela Toronto
Email: info@PaulAngelatoronto.com
Location: Toronto, Ontario, Canada
We are happy to help and will always do our best to respond with a clear and practical solution.