1. Cancelling an order
To request a cancellation, contact us as soon as possible at esmalljsm25@gmail.com or (403) 880-3064. An order can be cancelled for a full refund if production or fulfilment has not begun. Once production or fulfilment has started, cancellation may not be possible.
2. Standard returns and exchanges
For a non-personalized, non-custom item, contact us within 14 days after delivery or pickup to request a return or exchange. The item must be unworn, unwashed, unused and in its original condition. Proof of purchase is required. Please obtain approval before sending or returning an item.
3. Custom and made-to-order items
Personalized, custom or made-to-order items are final sale unless they arrive defective, damaged, incorrect or your rights under applicable law provide otherwise.
4. Damaged, defective or incorrect items
Please contact us within 7 days after delivery or pickup and include your order details and clear photos of the issue. After review, we will offer an appropriate repair, replacement or refund. Words to Wear will cover reasonable return shipping when the item is defective, damaged on arrival or incorrect because of our error.
5. Return shipping and original delivery charges
For an approved standard return or size exchange, the customer is responsible for return shipping and any new delivery charge. Original shipping charges are not refundable unless the return is due to our error or applicable law requires otherwise. We recommend using tracked shipping because we cannot refund an item we do not receive.
6. Refunds
We will inspect an approved return and notify you of the decision. An approved refund will include the eligible product price and applicable tax. It will be sent to the original payment method where possible, including PayPal or e-transfer. Please allow 5–10 business days after approval for processing; your payment provider may require additional time.
7. Exchanges
Exchanges depend on available stock. If the replacement has a different price, you will pay or receive the difference before it is shipped or picked up.
8. Legal rights
This policy does not limit any cancellation, refund, warranty or other rights available to you under Ontario’s Consumer Protection Act or other applicable law.
9. Contact us
Before returning anything, email esmalljsm25@gmail.com or call (403) 880-3064 with your name, order details and the reason for your request.