Returns and Refund Policy
Last updated: Today
At Kingsley, we want you to feel comfortable and confident when shopping with us.
This Returns and Refund Policy explains how returns, refunds and our 30-day money-back guarantee work for purchases made through our website.
30-Day Money-Back Guarantee
You may request a return within 30 days of receiving your order.
If you are not satisfied with your order or something is not right, contact us at:
Please include:
- Your full name
- Your order number
- The email address used for the order
- The reason for your return
- Clear photographs if the item is damaged, faulty or incorrect
- Any additional information that may help us review your request
We will review your request and reply with the next steps.
Return Approval
Please do not send any items back before contacting us.
All returns must first be approved by Kingsley through email. If your return is approved, we will provide the return instructions and the correct return address.
Because some products are shipped directly by our international suppliers and fulfilment partners, the approved return address may be located outside Canada, including in China.
Items returned without prior approval or to an incorrect address may not be accepted or refunded.
Return Shipping Costs
For change-of-mind returns, sizing issues or items that are no longer wanted, the customer is responsible for arranging and paying the return shipping costs.
If the approved return address is located in China or another international location, the customer is responsible for shipping the item to that address.
We strongly recommend using a tracked shipping service and keeping your proof of shipment until the return has been completed.
If an item is confirmed to be damaged, faulty or incorrect, we will review the situation and provide an appropriate solution. Where required by applicable law, this may include covering reasonable return costs, providing a replacement or issuing a refund.
Return Tracking
For an approved return, you must provide valid tracking information.
A refund can normally only be processed after the returned item has been delivered to and inspected by the supplier or approved return location.
If a returned parcel is lost in transit and delivery cannot be confirmed, we may be unable to complete the refund. The customer is responsible for making any claim with the return shipping carrier.
Condition of Returned Items
To qualify for a return, the item must generally be:
- Unworn
- Unwashed
- Unused
- In its original condition
- Returned with its original tags and packaging where reasonably possible
Items showing signs of wear, washing, use, damage, perfume, stains, makeup, alterations or improper handling may not be accepted.
You may carefully inspect or try on clothing to determine its fit, provided this does not cause wear, damage or other signs of use.
Items That Cannot Be Returned
The following items may not qualify for change-of-mind returns:
- Gift cards
- Items clearly marked as Final Sale before purchase
- Underwear or other personal and hygiene-related products if their protective seal or packaging has been opened
- Items that have been worn, washed, altered or used
- Items returned without prior approval
- Items returned after the applicable return period
A promotional price or discount does not automatically make an item final sale unless it was clearly marked as Final Sale before purchase.
These exclusions do not limit any non-waivable rights available under applicable consumer protection law.
Damaged, Faulty or Incorrect Items
Please inspect your order after delivery.
If an item arrives damaged, faulty or different from what you ordered, contact us as soon as possible at:
Include your order number, a clear description of the problem and photographs of the item, packaging and shipping label.
We will review the issue and provide an appropriate solution, which may include a replacement, refund or other remedy depending on the circumstances and applicable law.
Please do not return a damaged, faulty or incorrect item before receiving instructions from us.
Refund Processing
After your approved return has been delivered and inspected, we will notify you by email.
If the refund is approved, it will be issued to the original payment method used for the order.
The time required for the refund to appear in your account depends on your bank, card provider or payment service. Original return shipping costs paid by the customer are not refundable unless required by applicable law or otherwise confirmed by Kingsley.
Exchanges
Exchanges may be available depending on the product, requested size or colour and current availability.
To request an exchange, contact us at:
If a direct exchange is unavailable, you may need to return the original item and place a new order.
Customers are normally responsible for return shipping costs for sizing or preference-based exchanges.
Order Cancellations
If you wish to cancel or change an order, contact us as soon as possible at:
If the order has not yet been processed or dispatched, we will do our best to cancel or update it.
Once an order has entered processing or has been dispatched, cancellation or modification may no longer be possible. You may request a return after receiving the order in accordance with this policy.
Consumer Rights
Nothing in this policy excludes, restricts or replaces any rights or remedies that cannot legally be waived under applicable federal, provincial or territorial consumer protection laws in Canada.
Where applicable law provides the customer with greater protection than this policy, the applicable legal requirements will take priority.
Contact Us
For questions about a return, refund, exchange or order, contact us at: