Return & Refund Policy

Last updated: October 8, 2026

We want you to love what you ordered from Lottie & Grace. This policy explains how returns, exchanges, cancellations and refunds work for customers in Canada. Nothing in this policy limits any right you have under the consumer protection laws of your province or territory.

30-day returns

You may return eligible items within 30 days of delivery. Items must be unworn, unwashed and unaltered, with all original tags attached, and returned in their original packaging.

Returns in 4 easy steps

Email info@lottiegrace.com with your order number, the item(s) you would like to return and the reason for the return.
We will reply within 2 business days with a return form and the return address.
Pack the item(s) with the completed return form and send the parcel using a tracked shipping service. Email us the tracking number.
Once your return arrives and passes inspection, we refund you within 5 business days.

Please contact us before sending anything back. Parcels sent to an address other than the one we provide may not reach us and cannot be refunded.

Return shipping costs

For change-of-mind returns, you pay the cost of return shipping and the parcel remains your responsibility until it reaches us. If your item is defective, damaged or not what you ordered, we cover all return costs (see below).

Exchanges: free shipping on your new size

Email us with your order number and the size or colour you would like instead.
We will send you an exchange form and the return address.
Send the original item back with the completed form, using a tracked service.
As soon as your parcel is on its way, we ship your new item free of charge, subject to availability. If it is unavailable, we refund you instead.

Defective, damaged or incorrect items

If your item arrives defective, damaged or different from what you ordered, please email us within 30 days of delivery with your order number and a photo or short video of the issue. You can choose a free replacement (subject to availability) or a full refund, including any shipping you paid. If we need the item back, we will send you a prepaid return label. Your legal rights regarding defective goods apply regardless of this 30-day window.

Items that cannot be returned

Swimwear, bodysuits and intimates if the hygiene liner has been removed, and earrings, for hygiene reasons
Gift cards
Items clearly marked as Final Sale on the product page before purchase

These exceptions do not apply to items that are defective, damaged or incorrect.

Refunds

Once your return arrives and has been inspected, we will email you to confirm whether your refund has been approved. Approved refunds are issued in Canadian dollars to your original payment method within 5 business days. Your bank or card issuer may take a few additional business days to post the refund.

Cancelling an order

Want to cancel? Email us as soon as possible. If your order has not yet been dispatched, we will cancel it and refund you in full. Once an order has been dispatched, it can be returned under this policy.

Late delivery: your right to cancel

If your order has not been delivered within 30 days after the estimated delivery date given at checkout or in your order confirmation (or, if no date was given, within 30 days of your order), you may cancel your order at any time before it is delivered by emailing us. We will refund the full amount you paid, including shipping, within 15 days of receiving your cancellation. If you paid by credit card and we do not issue the refund, you may have the right to ask your card issuer to reverse the charge. If the parcel arrives after you have cancelled, you may refuse it or return it to us at our expense.