Return Policy

At Elavie Montréal, we want you to feel confident when shopping with us. If something is not quite right, you may request a return within 30 days of receiving your order, subject to the conditions below.

30-day return window

You have 30 days from the date your order is delivered to request a return.

Return requests submitted after 30 days of delivery may not be accepted.

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Return conditions

To be eligible for a return, your item must be in the same condition as you received it. Items must be unused, unworn, unwashed, undamaged and returned with all original tags and packaging where applicable.

Trying on clothing is of course allowed, but items that show signs of wear, washing, perfume, stains, damage or removed tags may not be accepted.

You will also need your order number or proof of purchase.

How to start a return

To request a return, please email us at info@elaviemontreal.com within 30 days of delivery.

Please include the following information in your email:

• Your order number
• The item(s) you would like to return
• The reason for your return
• Photos if the item is damaged, defective or incorrect

Once your return request has been reviewed and approved, we will send you the return instructions and the correct return address by email.

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Return address

Returns must be sent to the return address provided by our customer support team. Depending on the item and fulfilment location, this may be an international warehouse.

Please do not send any item back before receiving return instructions from us. Returns sent to the wrong address or without approval may not be processed.

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Return shipping costs

Return shipping costs are the responsibility of the customer, unless the item received is defective, damaged or incorrect and the issue has been approved by our customer support team.

Any applicable customs duties, export fees, handling fees, carrier surcharges or additional return-related costs are also the responsibility of the customer.

We are unable to provide prepaid return labels or estimate return shipping costs, as these may vary depending on your location, carrier and parcel weight.

Refund process

Once your return has been received, we will inspect the item to make sure it meets our return conditions.

If your return is approved, your refund will be processed to your original payment method within 14 business days after inspection. You will receive a confirmation email once your refund has been issued.

Please note that it may take additional time for your bank, credit card company or payment provider to process and post the refund to your account.

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Refund amount

Approved refunds apply to the returned item(s) only. Original shipping costs, return shipping costs, customs duties, import taxes, export fees, handling fees or other additional charges are non-refundable, unless otherwise required by applicable law.

If a returned item does not meet our return conditions, we reserve the right to refuse the return or offer a partial refund where appropriate.

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Damaged, defective or incorrect items

Please inspect your order as soon as it arrives. If you receive an item that is damaged, defective or incorrect, contact us within 7 days of delivery at info@elaviemontreal.com.

Please include your order number, a clear description of the issue and photos of the item and packaging. This allows us to review the situation properly and offer a suitable solution where applicable.

If the issue is approved by our customer support team, we may offer a replacement, store credit or refund depending on the situation and product availability.

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Exchanges

If you would like a different size, colour or product, please contact us first. The fastest way to receive a different item is usually to return the original item once approved and place a new order separately.

Exchange availability depends on stock. Any return shipping costs related to exchanges are the responsibility of the customer, unless otherwise approved by our customer support team.

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Non-returnable items

For hygiene, safety and quality reasons, certain items cannot be returned. This may include:

• Gift cards
• Final sale items
• Items marked as non-returnable on the product page
• Intimates, underwear or personal items
• Swimwear if the hygiene seal, tags or protective lining has been removed
• Items that have been worn, washed, damaged, stained or altered
• Items returned without prior approval from our customer support team

If you are unsure whether your item can be returned, please contact us before sending it back.

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Order cancellations

Orders can only be changed or cancelled if they have not yet entered the processing or fulfilment stage.

Because orders may be processed shortly after payment is received, cancellation is not guaranteed. Once an order is being processed, packed or shipped, it can no longer be cancelled. In that case, our standard return policy applies once the order has been delivered.

Questions?

For any return or refund questions, please contact us at info@elaviemontreal.com.

Our customer support team is available Monday–Friday, 9 AM–6 PM and Saturday–Sunday, 10 AM–5 PM.