Last updated: October 6, 2026

Contact us about an order

Email info@agnes-vancouver.com with your order number, the item concerned, what happened and the resolution you are requesting. Include useful supporting information, such as tracking details or photographs where available. Do not send passwords or payment card details. We normally reply within one business day. Keep copies of your messages and purchase confirmation.

Changing your mind before dispatch

Contact us as soon as possible if you want to cancel or correct an order. We will check whether fulfilment can still be stopped or changed. We cannot promise to intercept a parcel that has already been dispatched. If it is a voluntary change-of-mind request after dispatch, the 30-day return policy normally applies after delivery. This does not affect a legal right to cancel.

Late delivery or missing contract information

Canadian provincial or territorial law may give you cancellation rights when delivery commitments are not met, required information is missing or you do not receive the required contract copy. These rights are separate from a change-of-mind return and have their own conditions and deadlines.

For example, Québec consumers may be entitled to cancel before receiving the goods if they have not arrived within 30 days after the written agreed delivery date, or within 30 days of purchase when no date was provided. Other Québec cancellation rights apply to missing contract information or failure to provide a contract copy, with different deadlines. See the Office de la protection du consommateur's cancellation guidance.

For British Columbia, see Consumer Protection BC's guidance for online purchases. The rules that apply to your province or territory take priority over any more restrictive store policy.

How to give a cancellation notice

You can email us a clear notice identifying the order and saying that you are cancelling, with the relevant reason where applicable. You can also send a written notice to our registered business address below. Retain proof of sending. We do not require a special form or a return authorisation to exercise a statutory cancellation right.

Where applicable law requires a refund within 15 days after a valid cancellation notice, we will follow that deadline. Statutory refunds include the amounts and return costs required by law; the customer-paid China return rule for voluntary change-of-mind returns does not override them.

If we send the wrong size

If we send you a size different from the size shown on your order confirmation, we will send the correct size at no additional cost to you, including replacement shipping. Email info@agnes-vancouver.com with your order number and the size received. A photo of the size label can help us check the error, where available. If we require the incorrect item to be returned, we will arrange or pay for that return. If a replacement cannot be supplied, we will refund the affected item. This does not limit any right to request a refund under applicable law.

Faulty, damaged or incorrect goods

Contact us if an item is faulty, damaged, incorrect or materially different from its description. We will investigate and arrange the remedy required by the circumstances and applicable law. The 30-day commercial return window and absence of original packaging do not, by themselves, end your legal rights. See Returns and Refunds for the process.

If the issue remains unresolved

Ask us to review the complaint and explain our response. You may also contact the consumer protection authority for your province or territory, seek independent advice or contact your payment provider about a dispute or chargeback where available. Provider and statutory deadlines may apply; contacting us does not require you to miss those deadlines or waive another remedy.

Shipping details · Track your order · Terms of Service

Agnes Vancouver is an online retail brand operated by Polaris Enterprises Group LLC. Registered business address: 30 N Gould St Ste R, Sheridan, WY 82801, USA. This is not a retail store, Canadian warehouse or return address. Customer support by email only: info@agnes-vancouver.com.