Return Policy

At Audrey & Rose Vancouver, we want you to be happy with your order. If you need to return an item, please follow the guidelines below.

When You Can Request a Return

• Returns can only be requested after you have received your order.

• We do not accept return requests for parcels still in transit, refused at delivery, or marked as “return to sender.”

• We must be able to match the item to your delivered order and inspect the exact item before approving a return.

Return Window

• Email us within 14 days of the delivery date to request a return.

• Once approved, you have 14 days to send the item back.

Conditions for Returns

• Items must be unused, unwashed, and undamaged.

• All tags and labels must remain attached.

• You may try on items, but do not wear them outside or for extended use.

• Returns that are used, washed, stained, damaged, or missing tags may be refused or subject to a value reduction.

Items Not Eligible for Return

• Orders of multiple sizes intended for partial returns.

• Hygiene-sensitive items if the seal is broken or the item was used.

• Items purchased with discounts, promotions, sale codes, or marked as discounted are final sale (including private codes, seasonal promotions, and limited-time offers).

Return Shipping and Costs

• You are responsible for all return shipping costs.

• Any customs fees, duties, or handling costs for the return shipment are your responsibility.

• Original shipping costs are non-refundable.

How to Start a Return

Email info@audrey-rosevancouver.com with:

• Your order number

• The item(s) you want to return

• The reason for the return

• Photos if the item is damaged or incorrect

We will reply with return instructions and the return address. The return address may be outside Canada depending on the item and fulfillment location.

Tracking and Risk

• Use a tracked shipping method.

• You are responsible for the return until it is delivered to the return address.

• If your return is lost or delayed, we can only assist if you provide tracking proof.

Refunds

• Refunds are processed after the return is received and inspected.

• If approved, refunds are issued to the original payment method within 14 days of inspection.

• We do not issue refunds before receiving and checking the returned item.

• If you paid by card, your bank may take extra days to show the refund.

Wrong Item or Damaged on Arrival

• Email us within 48 hours of delivery.

• Include clear photos of the item, packaging, and shipping label.

• We will provide a solution, such as a replacement, partial refund, or full refund after return.

Delivery Address Responsibility

• Check your address carefully before paying.

• Report any errors within 24 hours of ordering.

• If you provide the wrong address, you are responsible for any extra shipping costs.

This policy does not remove your rights under applicable Canadian consumer protection laws, which may vary by province.