Refund policy

Return, Refund & Shipping Policy

At Touch of Elegance, we strive to provide our customers with high-quality South Asian fashion and jewellery, along with excellent service. We understand that circumstances may change, and we aim to provide fair and thoughtful resolutions when concerns arise.

Please read this policy carefully to understand our shipping timelines, return eligibility and available resolutions.

1. Shipping & Delivery

Ready-to-Ship Items

All ready-to-ship orders are dispatched from Toronto, Canada.

Our estimated delivery timelines are:

Destination	Estimated Delivery
Ontario, Canada	1–2 business days
Rest of Canada	3–4 business days
USA, UK & Europe	5–7 business days
International	7–14 business days

Important Shipping Information

All shipping timelines are estimates and are not guaranteed.

While we do our best to dispatch orders promptly, delivery dates may be affected by circumstances outside of our control, including:

Shipping carrier delays.
Customs processing and clearance.
Weather conditions.
Operational disruptions.
Other unforeseen circumstances affecting transportation.

Touch of Elegance is not responsible for delays caused by shipping carriers, customs or other circumstances outside of our control.

Please plan accordingly if you are ordering for a specific event or occasion. We recommend ordering in advance to allow sufficient time for delivery.

Express Shipping

Express shipping is available for eligible orders. Please select your preferred shipping option at checkout.

Express shipping does not guarantee delivery by a specific date unless explicitly confirmed by Touch of Elegance in writing.

Shipping Origin

All orders ship from Toronto, Canada.

2. Returns & Store Credit

Due to the nature of our products, we do not accept standard returns of opened or used items for sanitary and hygiene reasons.

Our products may include jewellery and fashion accessories that come into contact with the skin. To protect the health and safety of our customers, we cannot resell items that have been opened, worn or used.

Change-of-Mind Returns

If you change your mind about your purchase, please contact us to discuss your request.

Eligible change-of-mind returns may be resolved through store credit, subject to the condition of the item and our return eligibility requirements.

Our standard resolution for eligible change-of-mind returns is store credit rather than a monetary refund.

Any approved return must meet our applicable return conditions, including:

The item must be unused, unworn and in its original condition.
The item must be returned with its original packaging, tags and accessories, where applicable.
The item must not have been altered, damaged, stained or otherwise handled in a way that makes it unsuitable for resale.
The return must be approved by Touch of Elegance before the item is shipped back.

Return shipping costs, if applicable, may be the responsibility of the customer.

Store credit is issued at the value approved by Touch of Elegance and may be subject to the circumstances of the order and the condition of the returned item.

Orders Arriving After an Event

We understand that receiving an order after your intended event can be disappointing.

However, shipping timelines are estimates and are not guaranteed. Delays caused by shipping carriers, customs or other circumstances outside of our control do not automatically qualify an order for a monetary refund.

If your order arrives after your event, please contact us. We will review the circumstances and may offer a partial or full store-credit resolution depending on the situation.

Any resolution will be determined based on:

The circumstances of the order.
The delivery status and tracking information.
The condition of the item.
Applicable return eligibility requirements.
Our return policy and applicable consumer protection laws.

3. Damaged or Defective Items

We take great care in packaging your order securely. However, damage may occasionally occur during transit.

If your item arrives damaged or defective, please contact us within 2 days of receiving your order.

To help us assess the issue, please provide:

Your order number.
Clear photos of the damaged or defective item.
Video footage showing the condition of the item when the package is opened, where available.
A description of the issue.

Video footage taken at the time of opening the package may be requested to help us accurately assess damage that may have occurred during shipping.

Resolution for Damaged or Defective Items

Once the issue has been reviewed and confirmed, we may offer:

Store credit for the full amount of the affected product.
A replacement, where available.
Another appropriate resolution, where required by applicable law.

The resolution will depend on the circumstances and availability of the item.

Damage or defect claims submitted after the stated reporting period may not be eligible for a resolution, except where otherwise required by applicable law.

4. Delivery Delays Caused by Our Error

We understand that delivery timing can be important, particularly for special events and occasions.

If an order is delayed due to an error on our part, please contact us so we can review the situation.

Where a full refund is approved, the package may need to be mailed back to the sender unopened before the refund is processed. We will provide the necessary return instructions.

Refunds and return arrangements are subject to the circumstances of the order and applicable consumer protection laws.

5. Refunds

Our standard resolution for eligible returns is store credit rather than a monetary refund, unless otherwise stated in this policy or required by applicable law.

Monetary refunds are not generally provided for change-of-mind returns, event-related concerns or delays caused by shipping carriers, customs or other circumstances outside of our control.

Monetary refunds may be considered in certain circumstances, including:

An approved refund relating to an error on our part.
A refund required by applicable consumer protection laws.
Another situation where Touch of Elegance has expressly approved a monetary refund.

Refund Processing

Where a monetary refund is approved, it will generally be issued to the original payment method.

The time it takes for the refund to appear in your account may depend on your payment provider or financial institution.

Any approved refund or store credit will be calculated based on the circumstances of the order and the applicable resolution.

Amounts included in the original purchase price, including duties, taxes or shipping charges, are not automatically refundable separately.

6. Customs, Duties & Taxes

For destinations where customs duties and applicable taxes are included in our prices, these amounts are incorporated into the total price shown at checkout.

For orders shipped to the USA, UK and Eurozone, duties and applicable taxes are included in the price unless otherwise clearly stated at checkout.

For destinations where duties or taxes are not included, including Australia, any applicable import duties, taxes or customs charges may be payable by the customer upon delivery.

Customers are responsible for reviewing the applicable shipping and pricing terms for their destination before completing their purchase.

Returns and Refunds

Where duties and taxes were included in the original purchase price, these amounts form part of the total amount paid for the order.

If a return, store credit or monetary refund is approved, duties, taxes and other amounts included in the original price are not automatically refundable separately.

Any approved refund or store credit will be calculated based on:

The applicable return or refund resolution.
The circumstances of the order.
The condition of the returned item, where applicable.
Applicable customs, shipping and payment requirements.
Applicable consumer protection laws.

Touch of Elegance cannot guarantee recovery or separate reimbursement of duties, taxes or other charges from customs authorities, carriers or payment providers.

7. Chargebacks & Payment Disputes

If you have a concern with your order, we encourage you to contact us first so we can work towards a resolution.

Where store credit or another resolution has been offered or issued, we may retain records of the communication, resolution and transaction.

If a chargeback or payment dispute is filed, we may submit relevant evidence to our payment processor or financial institution, including:

Order confirmation and payment records.
Shipping and delivery information.
Customer communications.
Return requests and resolution details.
The applicable return and refund policy.
Proof of store credit issued, where applicable.
Evidence of any agreed or accepted resolution.

The outcome of any chargeback is determined by the relevant payment processor, card issuer and applicable dispute rules.

Submitting a chargeback does not automatically cancel an order, create an entitlement to a monetary refund or invalidate an agreed store-credit resolution.