Return Policy

At Elise Montreal Collection, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we are happy to help you find a suitable solution. Please read our Return & Refund Policy carefully before requesting a return.

If you have any questions, please contact our Customer Support team at info@elisemontrealcollection.com before returning any item.

1. How Our Business Operates

To reduce waste and minimize unnecessary environmental impact, Elise Montreal Collection operates using a direct supplier fulfillment model.

Rather than maintaining large warehouse inventories, many of our products are shipped directly from our trusted international suppliers after your order is placed. As a result, approved returns must be sent to our supplier's designated return facility, which may be located outside your country of residence, including China.

2. Return Eligibility

You may request a return within 14 days of receiving your order.

To initiate a return, please email:

info@elisemontrealcollection.com

Your request must include:

  • Your order number

  • The item(s) you wish to return

  • The reason for your return request

  • Photos if the item is damaged, defective, or incorrect

Please do not return any products without receiving prior authorization from our Customer Support team. Once your return request has been approved, you will receive detailed return instructions and the correct return address.

3. Return Conditions

To qualify for a return, the following conditions must be met:

  • A valid reason for the return must be provided.

  • The item must be unused, unworn, unwashed, and in its original condition.

  • All original tags, labels, packaging, and accessories must still be attached.

  • Trying on clothing is permitted; wearing it beyond fitting purposes is not.

  • Sale, clearance, or discounted items are generally non-returnable unless they are defective or legally required to be accepted.

  • Orders intentionally placed in multiple sizes or variations with the intention of returning part of the order are not accepted as standard returns.

  • Certain products cannot be returned for hygiene and health protection reasons, including underwear, swimwear, earrings, and other personal-use items, unless they arrive damaged or remain completely unopened and unused.

We reserve the right to refuse returns that do not meet these conditions.

4. Return Shipping Costs

Unless the return is due to our error (such as receiving the wrong or a defective product), all return shipping costs are the responsibility of the customer.

This includes:

  • International shipping costs

  • Customs duties (if applicable)

  • Import or export fees

  • Any additional carrier charges

Customers are responsible for arranging and paying for the return shipment.

We strongly recommend using a shipping service that includes tracking information. Returns without valid proof of shipment or tracking may not be eligible for a refund.

5. Alternative Resolution

Because international returns can be expensive and time-consuming, we always aim to find a fair and practical solution before requesting that an item be returned.

Depending on the situation, we may offer:

  • A partial refund

  • Store credit

  • A replacement item

  • A discount on a future purchase

  • Another mutually agreed solution

Please contact us first at info@elisemontrealcollection.com before sending any product back. In many cases, a return shipment may not be necessary.

6. Damaged, Incorrect, or Defective Items

If you receive an item that is damaged, defective, incorrect, or significantly different from what was ordered, please contact us within 14 days of delivery.

Your email must include:

  • Your order number

  • A detailed description of the issue

  • Clear photos showing the problem

  • Photos of the packaging if applicable

Without sufficient photographic evidence, we may not be able to process your claim.

Once we have reviewed your request, we will work with you to provide an appropriate solution as quickly as possible.

7. Refund Process

Refunds are issued only after the returned item has been received and inspected at the designated return facility.

If your return is approved:

  • Your refund will be processed within 14 days.

  • Refunds will be issued using the original payment method whenever possible.

  • Original shipping costs are non-refundable unless required by applicable consumer protection laws or where the return results from our error.

Processing times may vary depending on your bank or payment provider.

8. Order Cancellations

Because orders are processed quickly after being placed, cancellations cannot be guaranteed once production or fulfillment has begun.

If you wish to cancel your order, please contact us immediately at:

info@elisemontrealcollection.com

If your order has already entered processing or has been dispatched, cancellation may no longer be possible. In that case, our standard Return & Refund Policy will apply after delivery.

We kindly ask customers to contact us directly before initiating a payment dispute or chargeback, as most issues can be resolved quickly through our Customer Support team.

9. Delivery Responsibility

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

We cannot be held responsible for:

  • Packages delivered to the address provided by the customer.

  • Delays caused by customs authorities or shipping carriers.

  • Incorrect or incomplete shipping addresses supplied during checkout.

  • Failed deliveries resulting from inaccurate address information.

If you notice an error in your shipping address, please contact us within 24 hours of placing your order at:

info@elisemontrealcollection.com

While we will do our best to update your order before shipment, we cannot guarantee that address changes will be possible once processing has started.

10. Contact Us

If you have any questions regarding returns, exchanges, refunds, or your order, please contact our Customer Support team.

Elise Montreal Collection

Email: info@elisemontrealcollection.com

We are committed to responding as quickly as possible and finding the best solution for every customer.