Return Policy

5.2 Returns Policy
Last updated: 11-07-2026

At Lisa Vancouver Fashion, we do everything we can to keep our customers satisfied. Nevertheless, it may happen that you wish to return a product. Below we explain our returns policy clearly. We are happy to help you find the best solution — if in doubt, please contact us first at info@lisavancouverfashion.com.

1. How we work

Lisa Vancouver Fashion works according to a direct-from-supplier model. To reduce waste and lower our CO₂ emissions, we do not hold large stock of our own: items that are not in stock are shipped directly from our supplier (based in China). This means that returns must also be sent to our supplier's return address in China.

2. Timeframe and registering a return

• You can register a return within 14 days of receiving the item, via info@lisavancouverfashion.com.
• You can only register a return after you have physically received the item.
• Please always state your order number and a valid reason for the return when registering.
• Once approved, we will provide you with our supplier's return address.

3. Conditions

• A valid reason for the return is always required.
• Items must be unused, unwashed, undamaged and in their original condition, with all labels and tags still attached.
• Trying items on is permitted, wearing them is not.
• Discounted (sale) items cannot be returned without a valid reason.
• Deliberately ordering multiple sizes with the intention of returning some or all of them is not permitted.
• Certain items are excluded from return for hygiene reasons (such as underwear, swimwear and jewellery), unless unopened and unused.

4. Return costs and process

• Return costs are entirely the customer's responsibility, including international shipping and any customs charges.
• The item must be returned to our supplier's return address in China.
• The customer is responsible for arranging, paying for and tracking the return shipment.
• We always recommend using a shipping method with track & trace; without proof of postage, we cannot process a return.

5. Customer-friendly interim solution

Because returning items internationally can be costly and time-consuming, we are happy to work with you to find a suitable interim solution (for example, a partial refund or discount), to be agreed by mutual arrangement via email. Please always contact us first at info@lisavancouverfashion.com before sending anything back.

6. Defective, incorrect or damaged items

If something is not right with your order — for example, the size, fit or quality — please email us within 14 days of receipt with clear photographs and a description of the problem. Without photographs and a description, we are unable to process your claim and there is no entitlement to a return or refund. Using this information, we will look for a suitable solution as quickly as possible.

7. Refunds

A refund can only be issued once the item has been received and approved at the return address in China. Once approved, we will refund the purchase amount within 14 days via the original payment method. Original shipping costs are not refunded.

8. Cancellations

It is not possible to cancel an order once it has been placed and is being processed. No refund or chargeback may be opened before the item has actually arrived and been received. If you have a question or issue with your order, please contact us first at info@lisavancouverfashion.com rather than initiating a chargeback or refund directly.

9. Liability

• We are not responsible for lost parcels where tracking shows the item was delivered to the address provided by the customer.
• An incorrectly provided address is the customer's responsibility.
• Errors in the address must be reported within 24 hours of ordering, via info@lisavancouverfashion.com.