Returns and Refund Policy

Return and Refund Policy

Last updated: August 13, 2026

Important: Please read our return policy carefully. By placing an order on our website, you accept the terms below. Please note that we do not offer free returns. Return shipping is paid by the customer.

Returns

Return window

You have 30 days from receiving your product to submit a return request. If more than 30 days have passed since delivery, we are unfortunately unable to offer a refund or an exchange.

Return conditions

To be eligible for a return, the product must be unused, in the same condition in which you received it, and returned in its original packaging. For products where hygiene is a factor, items must be clean before being sent back.

Non-returnable items

For hygiene and safety reasons, certain items cannot be returned, including but not limited to: underwear, lace lingerie, hosiery, and certain personal care products.

How to start a return

To initiate a return, please contact us at: support@sylvieodette.com

Please include your order number, the reason for the return, a photo of the product (in the case of damage or an incorrect item), and your contact details. Our support team will guide you through the next steps.

Return shipping costs: we do not offer free returns

We do not offer free returns. The customer is responsible for all return shipping costs, and these costs are not refunded.

Our free shipping applies to outbound delivery only, when your order is sent to you. It does not cover the cost of sending an item back to us.

We strongly recommend using a tracked shipping method, as we cannot be held responsible for lost return shipments. Return shipping costs may vary depending on your location and carrier.

The only exception is a faulty or incorrect item, as described below.

Refunds

Review process

Once we receive your return, it will be inspected. You will receive an email confirming whether your refund has been approved or declined.

Approved refunds

If your refund is approved, the funds will be returned to your original payment method. Please allow up to 30 business days for the refund to appear in your account, depending on your payment provider. Please note that return shipping costs are not included in the refund.

Late or missing refunds

If you have not received your refund after 30 days, please contact your bank or credit card provider first. If the refund still does not appear, please contact us at: support@sylvieodette.com

Faulty or incorrect items

If you receive a faulty or incorrect product, please contact us immediately. Once confirmed, we will send you a replacement product free of charge and you will not pay return shipping. If the issue occurs again with the replacement product, you will receive a full refund of the purchase price.

Order cancellation

Due to our automated order processing system, orders cannot be cancelled once they have been placed.

Contact

If you have any questions about our Return and Refund Policy, please contact us:

Sylvie & Odette Montreal
Email: support@sylvieodette.com