Return & Refund Policy
Last updated: 2 September 2026
Return Policy At A Glance
At Mark & Sarah Vancouver we want you to feel comfortable shopping with us. This policy explains how returns, exchanges and refunds work for orders placed on marksarahvancouver.com and delivered in Canada.
Return period: 30 days from the day you receive your order
What can be returned: faulty items as well as items in perfect condition that you changed your mind about
Condition accepted: new and unused only, in unopened or original packaging with tags attached
Return method: by post, after we approve your return by email
Return label: arranged by the customer, except for faulty, damaged or incorrect items
Return fee: none. We never charge a return, handling or restocking fee
Refund time: within 3 business days after your return is received and approved
Refund currency: CAD, to your original payment method
Exchanges: accepted, subject to stock
30 Day Money Back Guarantee
If you are not happy with your order, or if something is not quite right, contact us within 30 days of receiving your order. This applies to faulty products and to products that arrived in perfect condition but that you no longer want.
How To Start A Return
Email support@marksarahvancouver.com and include:
- Your full name
- Your order number
- The email address used for the order
- The reason for the return
- Clear photos if the item is damaged, faulty or incorrect
- Any other details that help us assist you
We answer return requests within one business day and send you the next steps.
Return Approval
Please do not send anything back before contacting us. Every return needs to be approved by us by email first. Once your return is approved we send you the return instructions and the correct return address.
All returns are sent back by post. In some cases the approved return address is the address of our supplier, which may be located outside Canada. We always confirm the exact address in your approval email, so you never have to guess where to send your parcel.
Return Shipping And Costs
We do not charge any return fee, handling fee or restocking fee. The full product price is refunded.
If you are returning an item because you changed your mind, ordered the wrong size or no longer want it, you arrange the return label and pay the postage yourself.
If your item is faulty, damaged, incorrect or not as described, we cover the return shipping. We will either send you a prepaid return label or reimburse the postage you paid once you send us the receipt.
Tracking your return
We recommend a tracked service and ask you to send us the tracking number. A refund is processed after the item has been received and checked at the return address. If a parcel is lost in transit and cannot be confirmed as delivered, we may not be able to approve the refund, so please keep your proof of postage until your refund is complete.
Condition Of Returned Items
We accept new products only. To be eligible for a return or exchange, the item must be:
- Unworn and unwashed
- Unused, in its unopened or original packaging
- Complete with all tags still attached
Items that show signs of wear, washing, use, damage, perfume, stains, makeup marks or alterations may be refused or refunded only in part.
Items That Cannot Be Returned
The following are excluded from change of mind returns:
- Gift cards
- Final sale items, where clearly marked on the product page
- Personal or hygiene related items, once opened
- Items that have been worn, washed or used
- Items sent back without an approved return request
This does not affect your rights when a product is faulty or not as described.
Faulty, Damaged Or Incorrect Items
Contact us as soon as possible at support@marksarahvancouver.com with your order number, a description of the issue and clear photos of the item and the packaging. We will offer you a repair, replacement, exchange or refund, and we pay the return shipping.
Refunds
Once your return arrives and is approved, we confirm this by email and issue your refund within 3 business days to your original payment method, in CAD. Your bank or card provider may need a few extra days to show the amount on your statement.
Original shipping costs are refunded when the return is due to a fault on our side.
Exchanges
We accept exchanges for a different size, colour or product, as long as the item meets the return conditions above and the replacement is in stock. Email support@marksarahvancouver.com and tell us which item you would like instead.
Order Cancellations
If you need to cancel, email us as soon as possible at support@marksarahvancouver.com. If your order has not been processed or shipped yet, we will cancel it and refund you in full. Once an order has shipped it can no longer be cancelled, but you can still use the 30 day return process.
Your Consumer Rights
Nothing in this policy limits the rights you have under applicable Canadian federal and provincial consumer protection legislation. If a product does not meet the legal requirements, you may be entitled to a repair, replacement, refund or another remedy under that law.