Return Policy

At Wilson & Calgary Label, customer satisfaction is our highest priority. We carefully curate our collections to meet high standards of quality and style. However, if a product does not meet your expectations, we are here to assist you!

Please read our Return Policy carefully before initiating a return. If you have any questions, please contact us at info@wilsoncalgarylabel.com.

1. Our Supply Chain Model

Wilson & Calgary Label operates on a direct-from-supplier model. To eliminate inventory waste, lower our carbon footprint, and offer competitive boutique prices, we work with a curated network of international manufacturing partners and premium suppliers located across North America, Europe, and Asia.

Items that are not physically in stock are dispatched directly from these international fulfillment hubs to your doorstep. Consequently, please be advised that authorized returns must be shipped directly back to the respective international fulfillment and return facility from which your item originated (including our primary international processing hubs in Asia or Europe).

2. Return Window and Process

  • 14-Day Window: You must notify us of your intent to return an item within 14 days of the confirmed physical delivery date.

  • Delivery First: A return request can only be initiated after the package has been physically delivered to the recipient's shipping address and scanned as 'Delivered' by the carrier. Orders currently in transit cannot be canceled, recalled, returned, or refunded while en route. If you wish to return an item while it is still in transit, you must first accept physical delivery of the package and then follow our standard return process outlined below.

  • Prior Authorization Required: Returns will only be accepted after they have been formally approved by our team. Unsolicited returns sent back without prior email confirmation will not be processed or refunded.

  • How to Apply: To initiate a return, contact us at info@wilsoncalgarylabel.com with your order number, the item(s) you wish to return, and a brief description of the reason for the return (to help us improve our future collections). Once approved, we will provide you with the exact international return address and layout instructions.

3. Return Conditions

To be eligible for a refund, returned items must comply with the following strict conditions:

  • Items must be unworn, unwashed, unaltered, and undamaged.

  • Items must be in their original packaging with all original clothing tags, labels, and seals fully intact.

  • Trying on an item for fit is permitted; wearing an item is not.

  • Hygiene Exceptions: For health and hygiene reasons, certain product categories are strictly excluded from our standard return policy once opened or tried on. This includes underwear, lingerie, swimwear, bodysuits, and earrings, unless they are entirely unopened and in their original sealed packaging.

  • Size Bulk-Ordering: To prevent environmental strain, ordering multiple sizes of the exact same item with the explicit intention of returning the non-fitting variants is discouraged. Please consult our detailed size charts prior to ordering.

4. Return Shipping Costs and Responsibility

  • Customer Responsibility: All return shipping fees, including international postage, tracking services, and any applicable international customs duties, import taxes, or clearance fees, are the sole financial responsibility of the customer.

  • Track & Trace Mandatory: Returns must be shipped using a reliable postal service that provides a valid Track & Trace (tracking number). Wilson & Calgary Label cannot process a refund without verified tracking details or physical proof of delivery at our designated international supplier's facility. Lost return shipments are the responsibility of the sender and the chosen courier.

5. Efficient Alternative Solutions (Recommended)

Because international return shipping can be costly and time-consuming for retail customers, we always prefer to look for practical, eco-friendly, and cost-effective alternatives.

Before paying for international return postage, please contact us at info@wilsoncalgarylabel.com. Depending on the situation and the location of the origin facility, we may offer an alternative solution, such as a substantial partial refund, store credit, or a replacement item at a heavy discount, allowing you to keep the original product and avoid complex international shipping logistics.

6. Defective, Damaged, or Incorrect Items

If there is a legitimate issue with your order upon arrival—such as receiving the incorrect size, an incorrect item, or a manufacturing defect—please notify us within 14 days of delivery.

To file a claim, please email info@wilsoncalgarylabel.com with:

  1. Your order number.

  2. A clear description of the problem.

  3. High-resolution photos or a brief video clearly showing the defect, damage, or incorrect sizing tag.

Please note: We cannot process claims, replacements, or refunds for damaged or defective items without visual photographic evidence. Once verified, we will arrange an appropriate solution at no additional cost to you.

7. Refunds

Refunds can only be authorized and issued after the returned merchandise has been physically received, inspected, and approved by our quality control team at our designated international fulfillment facility.

Once your return is approved, your refund will be processed, and the purchase amount will be credited back to your original method of payment within 14 business days. Please note that any original shipping fees paid at the time of purchase are non-refundable.

8. Order Cancellations and Chargeback Disputes

  • Cancellations: Once an order is placed and enters our automated processing system, it cannot be modified or canceled. The fulfillment cycle begins immediately with our international suppliers. If you no longer want the item, you must receive the package first and then follow the regular return procedure.

  • Chargebacks: Opening a payment dispute or chargeback with your bank or credit card provider prior to contacting our support team or before the estimated shipping timeframe has elapsed violates our Terms of Service. In the event of a payment dispute, this policy will be submitted to the payment processor as binding evidence of our agreed-upon terms. We kindly ask that you contact us directly at info@wilsoncalgarylabel.com so we can resolve any issues amicably.

9. Liability & Missing Packages

  • Correct Address Entry: It is the customer's responsibility to ensure that the shipping address is entered correctly at checkout. Address corrections must be submitted within 24 hours of placing the order by emailing info@wilsoncalgarylabel.com. We are not liable for undelivered packages due to incorrect or incomplete address details provided by the customer.

  • Delivered Status: Wilson & Calgary Label is not responsible for lost or stolen packages if the official carrier tracking information indicates that the package was successfully delivered to the address provided during checkout.