Return Policy

Last updated: June 27, 2026

At Robert & Lisa Toronto, we do everything we can to keep our customers satisfied. However, it may happen that you wish to return a product. Below, we clearly explain our return policy. We are always happy to help — if you are unsure about anything, please contact us first at info@robertlisatoronto.com.

1. How We Operate

Robert & Lisa Toronto operates using a direct-from-supplier model. To reduce waste and minimize our CO₂ emissions, we do not maintain large inventories. Products that are not in stock are shipped directly from our supplier (located in China). This means that returns must also be sent to the return address of our supplier in China.

2. Return Period and Registration

You may request a return within 14 days after receiving the item by contacting info@robertlisatoronto.com.

• A return can only be requested after you have physically received the item.

• Please always include your order number and a valid reason for the return request.

• Once approved, we will provide you with the return address of our supplier.

3. Conditions

• A valid reason for return is always required.

• Items must be unused, unwashed, undamaged, and in their original condition, with all labels and tags attached.

• Trying on items is allowed; wearing them is not.

• Sale items cannot be returned without a valid reason.

• Intentionally ordering multiple sizes with the intention of returning part of the order is not permitted.

• Certain items are excluded from returns for hygiene reasons (such as underwear, swimwear, and jewelry), unless they remain unopened and unused.

4. Return Costs and Process

• Return shipping costs are entirely the responsibility of the customer, including international shipping fees and any customs charges.

• The item must be returned to the return address of our supplier in China.

• The customer is responsible for shipping, associated costs, and tracking the return shipment.

• We always recommend using a shipping method with tracking; without proof of shipment, we cannot process a return.

5. Customer-Friendly Alternative Solution

Because international returns can be expensive and time-consuming, we are happy to work with you to find a suitable alternative solution (for example, a partial refund or discount), which will be agreed upon by email. Please always contact us first via info@robertlisatoronto.com before returning any item.

6. Defective, Incorrect, or Damaged Items

If there is an issue with your order — for example, regarding the size, fit, or quality — please send us an email within 14 days of receiving the item, including clear photographs and a description of the problem. Without photographs and a description, we cannot process your complaint and there is no entitlement to a return or refund. With this information, we will work to find a suitable solution as quickly as possible.

7. Refunds

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 non-refundable.

8. Cancellations

Once an order has been placed and entered into processing, it cannot be canceled. No refund or chargeback may be initiated before the item has been delivered and received. If you have any questions or concerns regarding your order, please contact us first at info@robertlisatoronto.com rather than initiating a chargeback or refund request.

9. Liability

• We are not responsible for lost packages if the tracking information indicates that the item has been delivered to the address provided by the customer.

• Providing the correct shipping address is the responsibility of the customer.

• Any errors in the shipping address must be reported within 24 hours of placing the order by contacting info@robertlisatoronto.com.