Last updated: October 6, 2026

30-day change-of-mind returns

You may request a return within 30 days after receiving your item, including sale items. For a change-of-mind return, the item must be unworn, unused and in its original condition, with its accessories and original tags. Include the original packaging where reasonably available and your order number or other proof of purchase.

Change-of-mind returns go to our supplier's warehouse in China at your expense. Returns are not free. International postage can be significant. Check the cost of a tracked parcel with your carrier before deciding to return an item. We do not charge a restocking fee.

How to request a return

1. Email info@agnes-vancouver.com with your order number, the item and the reason for the request.
2. We will provide the return instructions and confirm the address. Contact us before posting so we can identify and handle your parcel correctly.
3. Pack the item securely, include the order reference, use a tracked service and retain the receipt and tracking number.

We normally reply within one business day. A return authorisation or an unanswered email does not take away a mandatory consumer right. Do not send returns to our US registered business address or assume the address on the original parcel is a return address.

Return warehouse

Ji Ronghui
Room 1101, Block A, GLP Free Trade Center
No. 530, 20th Avenue, Baiyang Subdistrict
Qiantang District, Hangzhou City
Zhejiang Province, 310000
China

Warehouse recipient telephone for carrier paperwork: +86 182 6718 4741. This is not our customer support telephone. Confirm the return instructions with us before dispatch.

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, incorrect or misdescribed items

If an item is faulty, damaged, incorrect or materially different from its description, contact us with the order number and an explanation. Photos may help us assess the problem, where available. We will arrange the appropriate remedy, which may include repair, replacement or refund as required by the circumstances and applicable law. We cover necessary return shipping for a confirmed faulty, damaged or incorrect item.

The 30-day change-of-mind window, sale status and original-packaging conditions do not limit statutory rights. Absence of the original packaging alone does not prevent a claim about a defective item. We do not require you to waive those rights or accept store credit where the law entitles you to a refund.

Refund amounts and timing

For a change-of-mind return, we normally inspect the item within 7 business days after receipt and issue an approved refund within 14 days of receiving the returned item. Refunds go to the original payment method. The amount includes the price actually paid for the returned item after applicable discounts and any associated refundable taxes. Original standard delivery was free; there is no standard delivery payment to refund. Customer-paid change-of-mind return postage is not reimbursed.

Your bank or payment provider may need additional time to display a refund after we issue it. If a legally required refund has a different deadline or includes additional costs, that legal rule takes priority. A routine inspection does not postpone a statutory refund deadline.

Exchanges and cancellations

If you received the size you ordered and would prefer a different size or style, contact us about returning the original item and placing a new order under the change-of-mind return conditions above. If we sent a different size from the one ordered, the free replacement policy above applies. If you want to cancel an order before dispatch, contact us as soon as possible. Once dispatched, a change-of-mind request normally follows the return process after delivery, unless a separate legal cancellation right applies.

For cancellation notices, late deliveries or an unresolved problem, see Order Help and Cancellations. Nothing in this policy excludes mandatory rights available in your Canadian province or territory.

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.