Return Policy
Returns
If you are not satisfied with your order, you may request a return within 30 days after delivery, provided that all of the following conditions are met:
The item must be returned complete with all parts and accessories, and in a condition comparable to when it was received.
Normal signs of use are acceptable; however, damage caused by improper handling is not permitted.
For hygiene reasons, items must be thoroughly cleaned before being returned.
The item must be defective upon arrival.
Return shipping costs are fully the responsibility of the customer.
Returns are processed within 7 business days after arrival at our warehouse and will only be accepted if all conditions are met.
House Of Evelyn reserves the right to refuse returns if the item shows signs of damage or excessive wear not caused by us.
Return Procedure
If your order meets the return conditions, please start the return process by contacting us at:
Please include the following information in your email:
Order number
Reason for return
Clear photos of the damaged or defective item
Full name
Shipping address
Once approved, we will provide you with the correct return address via email.
Please do not return your package to the sender address printed on the parcel. The correct return address will always be provided by email.
Return shipping costs are the responsibility of the customer. By placing an order, you agree to this policy.
Warehouse Location
House Of Evelyn does not operate physical retail stores in Canada.
All products are shipped from our international warehouse located in China.
All returns must be sent to our central warehouse in China.
Right of Withdrawal (Cooling-Off Period)
Consumers acting outside of business or professional activities have the right to withdraw from the contract within 14 days after receiving the goods.
This also applies if the goods were received by a third party designated by the customer (excluding the carrier).
Cancellation Policy
Our order processing is fully automated. Once an order is placed, processing begins immediately.
For this reason, cancellations are not possible after the order has been shipped.
If your order has already been shipped, please wait until delivery and then initiate a return request.
To request a cancellation, you must contact us with a clear statement of intent (for example, by email).
Once the returned item arrives at our warehouse, the cancellation will be processed.
Return shipping costs remain the responsibility of the customer.
Shipped Orders
Because orders are shipped internationally, delivery times may vary.
Orders that have already been shipped cannot be cancelled.
After receiving your order, you may initiate a return according to the policy above.
For faster processing, please provide shipping confirmation or a tracking number.
Refunds
Once your return or cancellation is approved, a refund will be issued within 14 days after the returned item arrives at our warehouse.
The refund will be processed using the same payment method used for the original purchase.
No additional refund fees will be charged.
Please note: All returns must be sent at the customer’s expense to our central warehouse in China.