Return & Refund Policy

At Jake & Ella Vancouver, we are committed to ensuring customer satisfaction. While we carefully curate our products and work with trusted international partners, we understand that you may occasionally wish to return an item. Please read our return policy carefully before initiating a return.

Conditions for Returns

To be eligible for a return, the following conditions must be met:

  • A return request may only be submitted after you have physically received the item.

  • The request must be made within 14 days of delivery.

  • Return shipping costs are fully the responsibility of the customer, including international shipping fees and any customs charges.

  • Items must be unused, unwashed, undamaged, and in original condition.

  • All original tags, labels, and packaging must remain attached and intact.

  • Trying on items for fit is permitted, but wearing the item beyond fitting is not allowed.

  • Orders placed intentionally in multiple sizes or variations with the purpose of partially returning items are not permitted.

We reserve the right to refuse returns that do not comply with these conditions.

Return Procedure

To initiate a return, please follow these steps carefully:

  1. Contact us at info@jakeellavancouver.com within 14 days of receiving your order.

  2. After your request is reviewed and approved, you will receive the return address of our international supplier.

  3. Ship the item back at your own expense, including any applicable international shipping fees and customs duties.

  4. We strongly recommend using a tracked shipping method (Track & Trace), as we cannot process refunds for items lost in transit without proof of delivery.

Returns sent without prior approval will not be accepted.

Refund Policy

Once the returned item:

  • Has been received at the designated return address, and

  • Has passed inspection confirming it meets our return conditions,

We will issue a refund within 14 days.

Refunds will be processed using the original payment method used at checkout.

Please note:

  • Original shipping fees are non-refundable.

  • Processing times may vary depending on your bank or payment provider.

Liability

  • We are not responsible for lost packages when tracking information confirms delivery to the address provided by the customer.

  • If an incorrect shipping address is entered during checkout, this remains the responsibility of the customer.

  • Any address errors must be reported within 24 hours of placing the order.

  • Once an order has been processed or shipped, changes may no longer be possible.

Contact Information

For any questions regarding returns or refunds, please contact:

Jake & Ella Vancouver
Email: info@jakeellavancouver.com