Return & Refund Policy

Returns, Refunds & Cancellations Policy

At Michael & Claire Vancouver, we aim to provide a transparent and straightforward shopping experience.

Please review this policy carefully before placing an order. By purchasing from our website, you agree to the terms outlined below.

1. Return Period

Eligible items may be returned within 30 days of delivery, subject to the conditions outlined below.

2. Order Cancellation

Orders may be cancelled within 30 minutes of being placed.

After this timeframe, your order enters our processing system and can no longer be cancelled.

If you no longer wish to keep your order after this period, you may request a return once the item has been delivered, provided it meets the conditions below.

3. Return Conditions

You may request a return only if all of the following conditions are met:

  • The item has been delivered to you.
  • Your return request is submitted within 30 days of delivery.

  • The item is:

    • Unused and unworn
    • Unwashed
    • Undamaged
    • In its original condition
    • Returned with all original tags, labels and packaging

Trying on an item to check the fit is permitted.

However, visible signs of wear, stains, odors, washing, damage or removed tags may result in the return being refused.

Please note: Michael & Claire Vancouver is a curated boutique and not a try-at-home service. Excessive ordering of multiple sizes or quantities with the intention of returning most items ("bracketing") may result in future returns or orders being declined at our discretion.

4. Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 30 days of delivery so we can review and resolve the issue as quickly as possible.

To submit a report, please email info@michaelclairevancouver.com with:

  • Your order number
  • Clear photos of the item and the original packaging
  • A short description of the issue

Eligible claims submitted within this timeframe may qualify for a replacement, partial refund, store credit, or another appropriate resolution, depending on the circumstances and the evidence provided.

Claims submitted after 30 days from delivery may no longer qualify for a free replacement or refund.

5. Items Excluded from Returns

Returns are not accepted for:

  • Items with broken hygiene seals

  • Personalized or custom-made products

  • Items damaged through improper use

Underwear, shapewear, and bras are non-returnable if the hygiene seal has been removed.

6. How to Request a Return

To request a return, please email info@michaelclairevancouver.com within 30 days of receiving your order.

Please include:

  • Your order number
  • Your full name
  • The item(s) you wish to return
  • The reason for the return
  • Clear photos (required for damaged or defective items)

Once your request has been approved:

  1. We will provide the return address of our fulfillment partner in Asia.

  2. Ship the item back at your own expense. ncluding any international shipping or customs fees.

  3. We strongly recommend using a tracked shipping service and keeping your proof of shipment.

Returns sent without prior approval or to an incorrect address cannot be processed.

You will normally receive return instructions within 24 business hours (Monday–Friday).

7. Return Shipping & Responsibility

Customers are responsible for:

  • All return shipping costs
  • International shipping charges
  • Customs duties
  • Import taxes
  • Handling fees

We do not provide prepaid return labels.

Packages sent Cash on Delivery (C.O.D.) or with unpaid customs or shipping fees will be refused.

8. Return Address

Returns must be sent only to the return address provided by our customer service team after your request has been approved.

Returns sent to any other address cannot be processed.

9. Refunds

Once your return has been received and inspected:

  • Notified of the outcome
  • Approved refunds are issued to the original payment method
  • Please allow up to 10 business days for the refund to be finalized by your bank or payment provider
  • Original shipping costs are non-refundable, unless the return is caused by our error (such as an incorrect or defective item)

     

If a returned item does not meet the return requirements (for example, if it has been worn, damaged, washed, has missing tags, or shows noticeable odors), we may:

 

  • Decline the refund, or
  • Offer a partial refund or store credit at our discretion

If this applies, we will contact you before taking further action.

10. Delivery Issues & Liability

If tracking confirms your parcel was successfully delivered to the shipping address provided at checkout, Michael & Claire Vancouver cannot be held responsible for lost or stolen packages

Customers are responsible for providing a complete and accurate shipping address.

If you notice an error in your shipping details, please contact info@michaelclairevancouver.com as soon as possible.

If your order has not yet entered processing, we will do our best to update the address.

Once an order has been dispatched, address changes cannot be guaranteed.

11. Contact Information

If you have any questions, our support team is happy to assist.

📧 Email: info@michaelclairevancouver.com
📞 Phone: +1 672 205 0462

Contact form: https://michaelclairevancouver.com/pages/contact

12. Company Information

Shop Name
Michael & Claire Vancouver

Company Name
Ecodyk Commerce

Company Registration Number
89196791

Email
info@michaelclairevancouver.com

Telephone
+1 672 205 0462

Support Hours
Monday – Friday, 9:00 AM – 5:00 PM (EST)

Our customer support team usually responds within 12–24 hours on business days.

Business Address
Olieslagweg 1
7521 HX Enschede
The Netherlands

Warehouse Address

1025 W 53rd Ave
Vancouver, BC V6P 1K6
Canada

Please note: This warehouse is used for logistics and shipping purposes only. It is not a return address. Returns sent to this location cannot be accepted.