Return Policy
Last updated: July 30, 2026
At Jessica’s Collection, we want you to feel confident about your purchase. Please read this Return & Refund Policy carefully before placing an order.
1. Order Confirmation and Policy Acceptance
By placing an order through our website, you confirm that you have read, understood and agreed to this Return & Refund Policy.
By completing your purchase, you acknowledge that:
- You have reviewed and accepted our return conditions and time limits.
- You agree to follow the return procedure described below.
- You understand that return shipping costs may apply.
- Order confirmations, tracking information and relevant communications may be used to investigate payment disputes or chargeback claims.
Nothing in this policy limits any mandatory consumer rights available to you under applicable law.
2. Our 30-Day Return Policy
Eligible products may be returned within 30 days of the recorded delivery date.
To qualify for a return, the product must:
- Be unused, unworn and unwashed.
- Be returned in its original condition.
- Include its original packaging, labels and tags.
- Show no signs of damage, stains, odours, alterations or excessive handling.
- Meet the other conditions described in this policy.
Customers may inspect an item in the same way they reasonably would in a physical store. Products that have been worn or used beyond what is necessary for inspection may not qualify for a refund.
Jessica’s Collection reserves the right to reject a return when the product does not meet these requirements.
3. Return Shipping Costs
Unless the product arrived damaged, defective or materially different from what was ordered, the customer is responsible for all return shipping and handling costs.
Original shipping charges are non-refundable unless required by law or the return results from an error made by Jessica’s Collection.
We recommend using a tracked shipping service. Please keep your tracking number and proof of shipment until your return has been completed.
Jessica’s Collection is not responsible for return packages that are lost or damaged before reaching the designated returns facility.
4. How to Request a Return
To request a return, email us at:
Your request must be submitted within 30 days of delivery and must include:
- Your full name.
- Your order number.
- The email address used for the order.
- The product you wish to return.
- Your reason for requesting the return.
- Your current shipping address.
- Clear photographs when the product is damaged, defective or incorrect.
Please wait until you receive written return instructions before sending the product.
Do not return a product to the address shown on the original package. That address may belong to a shipping or fulfilment provider and may not be authorized to receive returns.
Products sent without prior authorization or to an incorrect address may be refused or may not qualify for a refund.
5. Return Destination
Approved returns must be sent to the return address provided by our customer-support team.
Our central returns facility is located in Asia, which means international return shipping costs may apply. These costs are normally the customer’s responsibility unless the return concerns a verified defective, damaged or incorrect product.
The correct return address and instructions will be provided after your request has been reviewed.
Please do not send any return before receiving this information.
6. Damaged, Defective or Incorrect Products
Please inspect your order promptly after delivery.
When a product arrives damaged, defective or different from the product you ordered, contact us as soon as reasonably possible. We recommend reporting visible shipping damage within 2 days of delivery so that we can investigate the matter with the carrier.
Email info@jessicas-collection.com and include:
- Your order number.
- A description of the problem.
- Clear photographs of the entire product.
- Close-up photographs of the damage or defect.
- Photographs of the packaging and shipping label, where relevant.
- A short video when photographs do not clearly show the issue.
After reviewing the information, we may offer an appropriate solution, such as:
- A replacement product.
- A refund.
- Store credit, with your agreement.
- Another reasonable resolution.
A physical return may not always be required for a verified defective or damaged product.
Where a replacement is approved, processing generally takes between 7 and 14 business days, excluding delivery time.
This reporting procedure does not remove any mandatory rights you may have under applicable consumer-protection law.
7. Products That Cannot Be Returned
Unless required by law, we may be unable to accept returns for:
- Products that have been worn, washed or used.
- Products without their original tags or packaging.
- Products damaged after delivery.
- Products with stains, cosmetic marks, perfume, smoke, pet hair or other odours.
- Hygiene-sensitive products that have been opened, worn or returned in an unsanitary condition.
- Personalized or custom-made products.
- Gift cards.
- Products marked as final sale, where this was clearly stated before purchase.
Contact us before returning an item when you are uncertain whether it qualifies.
8. Return Inspection and Refund Processing
After your return reaches our facility, it will be inspected.
Approved returns are normally processed within 7 business days after receipt. During busy periods, processing may take longer.
When a refund is approved, it will be issued to the original payment method whenever possible.
Your bank, card provider or payment provider may require additional time to display the refund in your account. This processing time is outside the control of Jessica’s Collection.
We will notify you if:
- Your return is approved.
- Additional information is needed.
- A deduction applies.
- The return does not meet our conditions.
- The refund has been issued.
9. Exchanges
We do not guarantee direct exchanges because product availability may change.
Where an exchange is unavailable, you may return an eligible product in accordance with this policy and place a new order for the preferred size, colour or style.
Any replacement offered for a damaged or defective product remains subject to availability.
10. Order Cancellations
To request an order cancellation, contact us immediately at:
Please include your name and order number.
Our fulfilment process may begin shortly after an order is placed. For this reason, we cannot guarantee that an order can be changed or cancelled after it has been confirmed.
An order cannot normally be cancelled through our system after it has been shipped. Once delivered, you may request a return under the conditions of this policy.
This voluntary return period is separate from any cancellation or refund right that may apply under mandatory consumer-protection law.
11. Incorrect or Incomplete Addresses
Customers are responsible for providing a complete and accurate delivery address.
Contact us immediately if you notice an error. We cannot guarantee that an address can be changed after fulfilment has begun.
When an order is returned because:
- The address supplied was incorrect or incomplete.
- Delivery was refused.
- The package was not collected.
- The carrier could not complete delivery for reasons attributable to the recipient.
we may deduct up to $35 CAD from the refund to cover documented shipping, return and administrative costs, provided this charge was properly disclosed before purchase.
If the actual recoverable costs are lower, only the applicable amount will be deducted.
Additional reshipping charges may apply when the customer requests another delivery attempt.
12. Lost Packages
When tracking information indicates that a package may have been lost in transit, contact us at:
Please provide:
- Your order number.
- Your full name.
- Your delivery address.
- The available tracking information.
We will review the shipment and, where necessary, open an investigation with the carrier.
If the carrier confirms that the package was lost, we will arrange an appropriate replacement or refund.
A package marked as delivered may require additional investigation. Customers may be asked to check with household members, neighbours, building management or the local delivery depot.
13. Delivery Delays and Customs
Estimated delivery times are not guaranteed unless expressly stated otherwise.
International shipments may experience delays caused by carriers, customs authorities, weather conditions, public holidays or other circumstances outside our reasonable control.
Where applicable, customers are responsible for customs duties, import taxes, brokerage charges or similar fees unless the checkout page expressly states otherwise.
Any mandatory rights relating to delayed delivery remain unaffected. Ontario rules may, in certain circumstances, allow an online order to be cancelled when it is not delivered within 30 days after the promised delivery date.
14. Chargebacks and Payment Disputes
Please contact us before submitting a chargeback so that we have an opportunity to investigate and resolve the matter.
Contacting us first does not remove or restrict any right you may have to raise a legitimate dispute with your bank or payment provider.
When a chargeback is submitted, Jessica’s Collection may provide relevant evidence to the payment provider, including:
- The order confirmation.
- Checkout and policy-acceptance records.
- Payment records.
- Shipping and tracking information.
- Delivery confirmation.
- Customer-service correspondence.
- Photographs and other evidence connected to the order.
- Records of replacement, return or refund offers.
We will provide information that is relevant and reasonably necessary to respond to the dispute.
15. Refund Deductions
Where permitted by law and clearly disclosed, a refund may be reduced by:
- Non-refundable original shipping charges.
- Customer-responsible return shipping costs.
- Documented return-to-sender costs.
- The disclosed charge for refused, unclaimed or incorrectly addressed packages.
- A reduction reflecting damage or diminished value caused by handling beyond reasonable inspection.
No deduction will be made for a verified product defect, shipping damage or fulfilment error attributable to Jessica’s Collection, except where otherwise permitted by law.
16. Consumer Rights
This policy provides voluntary return rights in addition to any mandatory rights available under applicable law.
Canadian businesses are generally not required to accept returns merely because a customer changes their mind, but defective products and specific consumer agreements may be subject to separate legal protections.
Nothing in this policy is intended to exclude, restrict or replace a consumer right that cannot lawfully be waived.
17. Contact Us
Questions or return requests can be sent to:
Jessica’s Collection
Ottawa, Ontario, Canada
Email: info@jessicas-collection.com
Please include your order number whenever contacting us about an existing purchase.