Return Policy

Return Policy

If for any reason your satisfaction is not guaranteed with the received order, we kindly request you to contact us. At milaoliviatoronto.com, our goal is to ensure that our customers are 100% satisfied with the products they have purchased from our suppliers. In the unlikely event that you are not satisfied, please do not hesitate to contact us so that our team can assist you immediately.

How can you return (part of) your order?

If you decide to return the products to us within the 30-day cooling-off period, we will refund the full order amount within five business days of receiving the returned product. However, we would like to draw your attention to the fact that the costs for the return shipment cannot be reimbursed.

Please follow the steps below to return your product(s):

  • Please send an email to info@milaoliviatoronto.com indicating that you wish to return your order, or a part of it.

  • Wait for a response from our customer service team to verify if we can accept your return.

  • If your return is accepted, we kindly request you to pack the product carefully and securely, preferably in its original packaging.

  • Send the package to the return address you received from our customer service.

  • Provide our customer service team with the Track & Trace code.

  • Once the package has been received and inspected, we will refund the order amount for the returned products via the original payment method.

Unfortunately, the following products cannot be returned:

  • Sealed products whose seal has been broken.

  • Products made to order according to the consumer's specifications.

  • Products that are of a personal nature.

  • Products that by their nature cannot be returned.

  • Due to COVID-19 hygiene measures, products in the "Beauty", "Kids & Baby", and "Sport" categories cannot be returned.

Return Address:

The return address we use is provided by our supplier. Returns must be sent to: ADRES LEVERANCIER/EIGEN ADRES

Cancellation of placed orders

Unfortunately, it is not possible to cancel your order. Our orders are processed immediately in the system, making cancellation no longer possible.

Damaged products upon receipt

What a pity! It can happen that your product gets damaged during transport. If you have received a damaged or incorrect product, we kindly request you to contact us within 30 days of receipt. Unfortunately, after this period, the option to return expires.

To solve the problem as quickly as possible, please send an email with a photo clearly showing the damaged part of the item. The best photos show the damaged part on a flat surface, where the label and the damage are clearly visible. We use this information to assist you with your order and to prevent such errors in the future.

For damaged products, we offer a one-time replacement package and unfortunately cannot issue a refund. If the product arrives damaged a second time, we will refund the full purchase amount.

For questions regarding damaged products upon receipt, please contact us at info@milaoliviatoronto.com .

Production errors or defects after use

How annoying! It can happen that a production error occurs over time, resulting in a defect. In other words, the part is broken and no longer meets the standards set by the manufacturer. Please note: wear-and-tear parts are excluded from manufacturing faults or defects. Wear-and-tear parts include, but are not limited to:

  • Drive belts

  • Batteries

  • Brake pads and brake discs, brake linings, brake drums

  • Chains, bulbs, sprockets, tires, and tubes

  • Moving parts in the broadest sense of the word

For questions regarding production errors or defects after use, please contact us at info@milaoliviatoronto.com

Delivery of incorrect products

We do our utmost to process all orders correctly. Nevertheless, a mistake can sometimes slip through and we may accidentally deliver the wrong product to you. Naturally, we will resolve this issue for you and send the correct order to you free of charge.

For questions regarding the delivery of incorrect products, please contact us at info@milaoliviatoronto.com .

Delivery during absence or to a post office

If a package is delivered to your door or dropped off at a post office, the costs for this are covered by Mila & Olivia Toronto. If the package is not accepted or not picked up from the post office, it will automatically be sent back to the supplier. In that case, we reserve the right to deduct 100% of the order value from the amount you receive back.

Product damaged?

How annoying! We are sorry that your product suffered damage during transport. We are happy to offer you a new package for free the first time, but unfortunately, we cannot issue a refund. Should the product still arrive defective the second time, we will refund you the full purchase amount.

Lost package?

If a package is lost or was not delivered due to logistical reasons, we will always send a new package first before applying our refund and return policy.

Import duties

In certain cases, customs may inspect your package upon delivery. Unfortunately, we have no control over the changes in legislation that take effect from July 1, 2021. In rare situations, customs may charge a small amount in import duties. However, we want to reassure you that in 99% of cases, these costs do not apply. Should custom fees apply regardless, please contact us.