Last updated: October 24, 2026
At Helen & Paige Toronto, we do everything we can to keep our customers satisfied. Nevertheless, you may wish to return a product. Below, we clearly explain our return policy. We are happy to help — if in doubt, always contact us first at support@helenandpaige.com.
1. How we work
Helen & Paige Toronto works according to a direct-from-supplier model. To reduce waste and lower our CO₂ emissions, we do not keep a large stock of our own: items that are not in stock are shipped directly from our supplier (based in China). This means that returns must also be sent to the return address of our supplier in China.
2. Time frame and registration
- You can register a return within 30 days of receiving the item, via support@helenandpaige.com.
- You can only register a return after you have physically received the item.
- Always include your order number and a valid reason for the return when registering.
- After approval, you will receive the return address of our supplier from us.
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 allowed, wearing is not.
- Discounted (sale) items cannot be returned without a valid reason.
- Deliberately ordering multiple sizes with the intention of returning (some of) them is not permitted.
- Certain items are excluded from return for hygiene reasons (such as underwear, swimwear and jewelry), unless unopened and unused.
4. Return costs and process
- Return costs are fully at the customer’s expense, including international shipping and any customs fees.
- The item must be returned to the return address of our supplier in China.
- The customer is responsible for shipping, the costs and tracking of the return.
- We always recommend using a shipping method with tracking; without proof of shipment, we cannot process a return.
5. Customer-friendly alternative
Because returning internationally can be expensive and time-consuming, we are happy to work with you to find a suitable alternative (for example, a partial refund or discount), which we agree on together by email. Always contact us first at support@helenandpaige.com before sending anything back.
6. Defective, incorrect or damaged item
If something is not right with your order — for example, the size, the fit or the quality — send us an email within 30 days of receipt, including clear photos and a description of the problem. Without photos and a description, we cannot process your complaint and there is no right to a return or refund. With this information, we will find a suitable solution as quickly as possible.
7. Refund
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 are not refunded.
8. Cancellations
It is not permitted to cancel an order once it has been placed and is being processed. No refund or chargeback can be opened before the item has actually arrived and been received. If you have a question or problem with your order, please contact us first at support@helenandpaige.com instead of starting a chargeback or refund directly.
9. Liability
- We are not responsible for lost packages if the tracking shows that the item has been delivered to the address provided by the customer.
- An incorrectly provided address is the responsibility of the customer.
- Address errors must be reported within 24 hours of ordering via support@helenandpaige.com.