Return and Refund Policy

Last updated: 08/18/2026

At Lisa & Taylor we want you to be happy with what you ordered. If something is not right, this page explains exactly how returns, exchanges and refunds work, what they cost, how long they take, and how to start one. If anything here is unclear, contact us before you send an item back and we will help you.

This store is operated by VALCOR LLC, trading as Lisa & Taylor. Our full contact details are at the bottom of this page.

1. Who this policy applies to

• This policy applies to all purchases made on lisa-taylor.com and delivered within Canada.
• We currently ship to Canada only, and we accept returns from Canada only.
• This policy applies in addition to, and does not limit, any rights you may have under applicable Canadian consumer protection legislation.

2. Return window

• You have 30 calendar days from the day you received your order to initiate a return.
• "Initiate" means sending us a return request by email. You do not have to have shipped the item back within those 30 days, you only have to have contacted us within them.
• Requests received more than 30 days after delivery cannot be accepted under this policy. If the item is defective, your statutory rights still apply and we ask you to contact us anyway.

3. Condition of returned items

To be eligible for a refund, the item must be:

• unused and unworn, other than trying it on;
• in its original condition, with no signs of wear, washing, alteration or damage;
• returned in its original packaging, including all accessories, tags and documents;
• free of odors such as perfume or smoke, and free of pet hair, makeup or stains;
• accompanied by proof of purchase, which is your order number or order confirmation email.

If an item reaches us in a condition that does not meet these requirements, we will contact you before making any decision. We will offer to send the item back to you at your cost, or agree a partial refund with you. We will not keep an item and refuse a refund without contacting you first.

4. Items that cannot be returned

• Items marked as non-returnable in the product description. For hygiene and safety reasons a small number of items cannot be returned once opened or worn, and this is always stated clearly on the product page before you buy.
• Items damaged after delivery through misuse, accident or normal wear.
• Items returned to us without prior return authorization, as described in section 6.

Every other item in our catalogue can be returned under this policy. We do not run final sale exclusions and we do not exclude discounted items from returns.

5. Who pays for return shipping

Reason for return	Who pays return shipping	What you get back
Item is defective or faulty	We do	Full refund, or a free replacement if you prefer
You received the wrong item	We do	Full refund, or the correct item at no extra cost
Item was damaged by the carrier	We do	Full refund, or a free replacement if you prefer
Change of mind	You do	Full refund of the item price
Wrong size or fit	You do	Full refund of the item price

Restocking fee: we do not charge a restocking fee in any situation.

Original delivery cost: we offer free shipping on all orders within Canada, so there is no delivery charge to refund.

6. How to return an item, step by step

1. Contact us. Email contact@lisa-taylor.com with your order number and the reason for the return. If the item is damaged, defective or incorrect, please attach photos of the item and of the outer packaging. This helps us resolve it faster and at no cost to you.
2. Wait for your Return Authorization. We review every request and reply within one business day. If your return is approved you will receive a Return Authorization email containing your RA number and the return address to use. Please do not send an item back before you have this email, as unauthorized returns cannot be tracked to your order and may not be accepted.
3. Pack the item. Repack the item securely in its original packaging, including all accessories, tags and documents, and write your RA number clearly on the outside of the parcel.
4. Ship it back. Drop the parcel off at the shipping carrier location indicated in your Return Authorization email. Please use a trackable service and keep your tracking number, and send it to us by email so we can follow the parcel. We cannot process a refund for a return that never reaches us and cannot be traced.

Where returns go: returns are received at our returns facility in Langley, British Columbia, Canada. The complete address, together with your RA number, is confirmed in your Return Authorization email.

7. Cancelling an order before it ships

Orders are processed within 1 to 2 business days. If you want to cancel, email us as soon as possible with your order number. If the order has not yet been dispatched we will cancel it and refund you in full, using the timeline in section 8. If it has already been dispatched we cannot stop it, and the normal return process in section 6 applies.

8. Refunds and timelines

• Inspection. Once your return reaches us we inspect the item to confirm it meets the conditions in section 3.
• Processing. After inspection, your refund is processed within 7 business days.
• Arrival in your account. It usually takes a further 7 business days for the money to appear on your original payment method, depending on your bank or payment provider.
• Method. Refunds are always issued to the original payment method used for the order. We are not able to refund to a different card, account or payment method.
• Amount. You receive the full price you paid for the returned item. No restocking fee and no administration fee is deducted.
• Confirmation. We email you as soon as the refund has been issued on our side.

9. Late or missing refunds

If more than 7 business days have passed since our refund confirmation email and you still do not see the money, first check your bank statement again and then contact your bank or card provider, as processing times on their side vary. If it still has not arrived, email us at contact@lisa-taylor.com with your order number and RA number and we will trace it for you.

10. Exchanges

If you would like a different size or color, email contact@lisa-taylor.com with your order number and what you would like instead.

• Exchanges follow the same 30 day window and the same condition requirements as returns.
• For a change of mind or a sizing issue, you are responsible for the return shipping cost of the original item. We ship the replacement to you free of charge.
• If the exchange is because the item was defective, incorrect or damaged in transit, we cover the shipping in both directions.
• We ship the replacement once we have received and approved the original item.
• Exchanges are subject to availability. If the size or color you want is not in stock we will tell you and issue a full refund instead, using the timeline in section 8.

11. Damaged, defective or incorrect items

If your order arrives damaged, faulty or is not what you ordered, contact us within the 30 day window with your order number and photos of the item and its packaging. You do not pay anything. We will cover the return shipping and you choose between a full refund and a free replacement.

12. If your order does not arrive

If your tracking has not updated or your parcel has not arrived within the delivery estimate on our Shipping Policy page, email us with your order number. We will open an investigation with the carrier and, once it is resolved, either resend your order or refund you in full.

13. Questions

Visit our Frequently Asked Questions page or contact our customer service team using the details below. We aim to respond to every message within 24 hours. Messages received over the weekend are answered on Monday.

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Contact details

Contact information

Store name: Lisa & Taylor
Company name: VALCOR LLC
EIN Number: 38-4399334
Warehouse Address:
Unit 112, Langley, BC V3A 4N4, Canada
Company Address:
1309 Coffeen Avenue STE 1200, Sheridan, Wyoming 82801
Email:
contact@lisa-taylor.com
Phone number: +1 (672) 897-2397

We aim to respond to your inquiries within 24 hours.
Customer Service Hours
Monday to Friday: 9am - 6pm (ET)
Saturday and Sunday: Closed