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Returns and Exchanges Delivery Returns FAQS

Ever New Returns Policy Conditions

There may be times when you will need to return an item purchased from us. Our Returns Policy is designed to assist you with your return. The benefits given by our Returns Policy are in addition to other rights and remedies you may have as a consumer under the relevant consumer laws.   

If you wish to return any item(s) you have purchased, you can return the items(s) in person to a Ever New store within Canada (only) within 14 days from the date of purchase. A refund will be provided to you crediting your original method of payment. 

Please note sale items and online orders are subject to additional conditions.

Returns Policy Conditions

At Ever New we want to ensure you love the items you purchase. If you have changed your mind on a purchase we will exchange your item, provide a gift card or refund your original method of payment provided that:  

  • You return the item within 14 days (inclusive) from the date of purchase
  • You produce your original Ever New invoice (receipt) when you return the item 
  • The item is in original saleable condition: 
  • With all original tags
  • In an unworn, unopened and unused state
  • Any sewn labels are still attached 
Please note sale items and online orders are subject to additional conditions.

If you are not able to comply with these requirements, Ever New reserves the right to refuse an exchange or refund on change of mind items.  Ever New will not accept a bank statement as proof of purchase.   

We regret that we are unable to accept the exchange or return of the following items for change of mind for hygiene reasons. These items are final sale.

  • Cosmetics and fragrances 
  • Swimwear 
  • Hosiery 
  • Hair accessories 
  • Earrings and Jewellery 
  • Underwear and undergarments 

Items on Sale will only be exchanged for change of mind except where the item is faulty or defective.   

Any items returned as part of a Spend and Save promotion will be exchanged at the paid discounted price or as the percentage price calculated by Ever New, not the original full price. Gift cards cannot be exchanged or refunded.

Item(s) purchased at any Ever New store within Canada can only be returned at an Ever New store within Canada. 

Ever New Price Adjustment Policy

If you purchase a full priced item from Ever New and it goes on sale for a lower price within 14 calendar days following the date of your original purchase, you are eligible to receive a one-time store credit for the difference between the original purchase price and the lower sale price of this item. This credit will only be offered in the form of a store credit and processed onto an Ever New Exchange Card.

The following terms and conditions apply:

  1. The Ever New item must have been purchased within the fourteen (14) calendar days from the date the price adjustment is requested, from an authorized Ever New store located in Canada.
  2. Price adjustments only permitted on:
  • Full priced items in Canadian dollars ending in .99 cents
  • Full priced items in Canadian dollars purchased with the exemption of
  • Provincial sales tax applied, ending in .49 cents
  • Items purchased with a promotional/sale discount already applied are not eligible for price adjustments
3. You produce your original Ever New invoice (receipt) when you price adjust the item

4. The Ever New item must be the exact same style code, colour and size as it appears on the Ever New receipt and must be present at the time of the price adjustment transaction.

5. The item(s) must go on sale in Ever New stores in Canada only.

6. The lower price must be in effect at the time you request the price adjustment. (Prices and merchandise availability are subject to change without notice).

7. The Ever New item can only be subject to one price adjustment.

8. The item price must not be lowered for a price adjustment due to an advertising error or misprint.

9. From time to time we may run promotions where a price adjustment will not be available. A disclosure of these promotions will be provided at the time of purchase.

10. Price adjustments will not be offered on an item that is subject to Special sale prices and/or offers (e.g. Black Friday prices, Boxing Day prices).

11. In the event you receive a price adjustment on an item and later return the item in accordance with the Ever New Return Policy, the amount of your refund will be calculated on the original purchase price less the price adjustment.

12. The return of an item subject to price adjustment must be in compliance with the Ever New Return Policy.

13. Product purchased online is only eligible for Price Adjustments In Store. 

Instore Exchanges and Refunds for Online Product

For your convenience, item(s) purchased online may be exchanged or refunded at any Ever New store within Canada only, provided all online return policy conditions are met.  A refund will be provided to you crediting your original method of payment. In the instance that PayPal was your original method of payment; your refund will be credited to a credit card of your choice. Please note that cash refunds will not be provided under any circumstances and postage charges cannot be refunded.

Online sale product can only be exchanged instore and not refunded. 

Original shipping charges are nonrefundable unless the item(s) returned is faulty or not as ordered. In this instance, postage will be incurred by Ever New.  

Price Adjustments for product purchased online can be returned only instore and in accordance with the price adjustment policy and must occur within 14 days from the delivery date of the online purchase. The balance amount will be credited in the form of a store exchange card.

Ever New Online Returns Policy

There may be times when you will need to return an item purchased from us. Our Returns Policy is designed to assist you with your return. The benefits given by our Returns Policy are in addition to other rights and remedies you may have as a consumer under the relevant consumer laws.   

If you wish to return any item(s) you have purchased, you can return the items(s) in person to a Ever New store within Canada (only) within 14 days from the date of delivery. 

Returns To Online Store

All merchandise must be returned in the original packaging and in compliance with the Ever New return policy conditions. Returns/Exchanges must be accompanied by the online purchase receipt (Packing Slip) and Order Invoice. Items listed as Final Sale in the returns policy are exempt for returns/refunds.

We encourage you to return your parcel via registered or traceable Canada postal services as all returned parcels remain the responsibility of the purchaser until received by Ever New.

All returned parcels must be shipped as prepaid. We do not accept C.O.D. (Cash On Delivery) return parcels.

You will receive an email confirmation when Ever New received your parcel and you can expect a refund to occur within 6 business day. Please allow up to two billing cycles for your credit to appear on your statement.

Return postage costs will be at your expense, unless the item(s) returned is faulty or not as ordered. In this instance, postage will be incurred by Ever New.  

If a refund cannot be processed to your original online payment method, you will be contacted by a Customer Service representative for an alternate refund method.

Any online sales product returned to the warehouse will be issued with a refund. Returning product to stores you will be issued with an exchange or refund. 

Product purchased online is not eligible for a price adjustment through the online return process.

Store purchases cannot be returned or refunded online. 

Online Exchanges and Refunds

Online Exchanges

If you would like to exchange an item(s) for an alternative item(s), please fill out the online Return Request form that is located within My Account under ‘My Orders’ prior to sending the item(s) back.

If you checked out as a guest, simply print off the Returns Request Form here, fill it out and post it back along with your item and Ever New receipt to the online returns address listed at the bottom of this page.

Exchanges can only be exchanged for the same value of the purchase price of the item being returned. Your items that you wish to return need to be sent back to our online returns address with enclosed returns and tax invoice (receipt). Return postage costs will be at your expense.

If the alternative size or colour is no longer available, provided all the Returns Policy Conditions are met, a refund will be provided to you crediting your original method of payment.

Online Refunds

To obtain a refund please fill out the online Return Request form that is located within My Account under ‘My Orders’ prior to sending the item(s) back.

If you checked out as a guest, simply print off the Returns Request Form here, fill it out and post it back along with your item and Ever New receipt to the online returns address listed at the bottom of this page.

A refund will be provided to you crediting your original method of payment, providing all the Returns Policy Conditions are met and our warehouse has received the original item that is being returned. Cash refunds will not be provided under any circumstances.

Completing a Returns Request Form Online

If you checked out as a guest, simply print off the Returns Request Form here, fill it out and post it back along with your item and Ever New receipt to the online returns address listed at the bottom of this page.

  • Log into your Ever New ‘My Account’ and go to “My Orders’.
  • Click on the order that contains the item(s) that you wish to return or request an exchange for and click on the returns button that is located at the top right hand side of the page.
  • Fill out the required fields and read the Returns Policy to ensure you have a firm understanding of the terms and conditions.
  • Once you have clicked submit you will then be directed to the Return Request invoice. This invoice must be printed and sent with the items to our warehouse in order for you to receive your return or exchange.
  • Once you have sent your item(s) back to our warehouse, you will then receive email updates with the status of your return or exchange as well has being able to view the status within your Ever New ‘My Account’ at any time.

If you purchased your item(s) as a guest within our checkout process or received your item(s) as a gift, please print off the Returns Request Form and fill in the required fields and send with your parcel to the online returns address listed below along with your Ever New receipt. You will be notified by email the status of your return or exchange.

Before sending, please ensure all details on this form are correct. You will also need to write the returns number on the outside of the parcel. You will be notified by email the status of your exchange or refund.

Online Returns Requests can only be completed on the desktop site not the mobile site. 

View the Ever New Returns Request Form

Online Returns Address

Please send all returns to:

Ever New Online 
C/O SDR Distribution Services  
205-4848 275th Street 
Langley, BC V4W 0A3 
CANADA


Updated March 2016