Returns Policy

At a glance

• 30-day window from the delivery date to request a return.
• Unworn and unwashed only, with original tags and packaging intact.
• Return shipping is paid by the customer. We do not provide a prepaid return label.
• Original shipping costs are non-refundable.
• Refunds are issued to the original payment method within 5–10 business days after we receive and inspect the item.

1. Eligibility

To be eligible for a return, your item must be:

• Unworn, unwashed and unaltered;
• In its original condition with all tags attached;
• In the original packaging where applicable;
• Requested within 30 days of the delivery date shown by the carrier.

Items that show signs of wear, washing, smell of perfume, smoke or detergent, or are missing tags will be refused and returned to you at your cost.

2. Non-returnable items

The following cannot be returned for hygiene or legal reasons:

• Final-sale and clearance items (clearly marked at checkout);
• Swimwear, underwear and intimate apparel;
• Pierced jewellery and earrings;
• Gift cards;
• Items purchased with a discount code of 40% or more.

3. How to request a return

1. Email hello@toronty.com within 30 days of delivery with your order number, the item(s) you want to return and the reason.
2. We'll reply within one business day with the return address and a return authorization (RA) number.
3. Pack the item securely in its original packaging, include a copy of your order confirmation and write the RA number on the outside of the parcel.
4. Ship the parcel back using a tracked, insured service of your choice — shipping costs are at your expense. We recommend keeping the tracking number until your refund is processed.

Returns sent without a prior RA number, or sent C.O.D., will be refused.

4. Return shipping costs

The customer is responsible for the cost of return shipping. Toronty does not provide prepaid return labels, and the original shipping fee you paid at checkout is non-refundable. This applies to both Canadian and international orders.

For international returns, you are also responsible for any customs, duties or taxes incurred in shipping the item back.

5. Refunds

Once your return is delivered to our warehouse, we inspect the item within 3–5 business days. If approved, we refund the purchase price of the item (excluding the original shipping cost) to the original payment method. Your bank or card issuer may take an additional 5–10 business days to display the refund.

If the return does not meet the conditions above, we will contact you and the item will be returned to you at your cost.

6. Exchanges

We do not process direct exchanges. If you need a different size or colour, please return the original item per the steps above and place a new order for the replacement. This is the fastest way to secure the item you want before it sells out.

7. Damaged, defective or wrong items

If your order arrives damaged, defective or you received the wrong item, email hello@toronty.com within 7 days of delivery with photos and your order number. In this case we will cover the cost of the return and send you a replacement or full refund, including the original shipping.

8. The Toronty Promise

Separate from this Returns Policy, every Toronty piece carries our one-season guarantee: if your item doesn't keep up with a Canadian winter in its first season due to a manufacturing defect, we will repair, replace or refund it. Reach out and we'll make it right.

9. Contact

Questions? Email hello@toronty.com. We're a small Ottawa team and reply within one business day — real people, no chatbots.