Refund policy

RETURN AND EXCHANGE POLICY

Effective Date: May 15, 2026
Last Updated: May 15, 2026

This Returns and Exchanges Policy explains how returns, size exchanges, store credits, refunds, damaged items, defective items, and incorrect items are handled by Ishh ("Ishh," "we," "us," or "our").

Ishh is an Ontario, Canada-based online women’s clothing brand. We currently sell and ship within Canada, excluding Quebec. We do not operate a physical retail store, showroom, pickup location, or in-person return location unless we expressly state otherwise in writing.

This policy should be read together with our Terms of Service, Privacy Policy, Shipping Policy, Cookie Notice, and any other policies posted on our website.

By placing an order with Ishh, you agree to this Returns and Exchanges Policy.

 

 

1. Our Return Approach

We want you to feel confident shopping with Ishh. Because we are a small-batch online clothing brand, our return policy is designed to be fair to customers while protecting the quality, hygiene, and limited availability of our products.

Eligible returns may be accepted for store credit or size exchange, subject to this policy.

Refunds to the original payment method are generally offered only when:

  • Ishh sent the wrong item.

  • The item is confirmed by Ishh to be defective.

  • The item is confirmed by Ishh to have been damaged before delivery.

  • A refund is required by applicable law.

We do not offer free returns at launch, except where we confirm that the return is due to our error, a confirmed defect, or a confirmed pre-delivery damage issue.

 

 

2. Return Request Window

You must request a return or exchange within 7 days of delivery.

To request a return or exchange, email us at:

shopishh31@gmail.com

Your email should include:

  • Your order number.

  • Your full name.

  • The item you want to return or exchange.

  • The reason for the return or exchange.

  • For size exchanges, the size you would like instead.

  • Photos, if the item is damaged, defective, incorrect, or otherwise requires review.

Return or exchange requests made after 7 days from delivery may be denied, except where required by applicable law.

 

 

3. Return Approval Required

All returns and exchanges must be approved by Ishh before you send the item back.

Do not mail any product back to us without written return approval. The return address will be provided only after your return or exchange request is approved.

We do not publish our return address on this page. Returns sent without approval may be refused, returned to sender, delayed, or deemed ineligible.

Approval of a return request does not guarantee store credit, exchange, or refund. The returned item must be received, inspected, and approved by Ishh before any store credit, exchange, or refund is issued.

 

 

4. Return Condition Requirements

To be eligible for return or exchange, the item must be returned in its original condition.

The item must be:

  • Unworn.

  • Unwashed.

  • Unaltered.

  • Undamaged.

  • Fragrance-free.

  • Free from makeup, deodorant, stains, marks, pet hair, lint, odour, and signs of wear.

  • Returned with original tags attached.

  • Returned in original packaging where possible.

  • Returned with proof of purchase.

We reserve the right to deny a return, exchange, store credit, or refund if the item does not meet these condition requirements.

Items that are worn, washed, altered, damaged, stained, scented, missing tags, missing proof of purchase, or otherwise not in acceptable return condition may be refused and returned to you at your expense.

 

 

5. Store Credit

Eligible returns are generally processed as store credit.

Store credit:

  • Will be issued after the return is received, inspected, and approved by Ishh.

  • Will be issued to the email address associated with the original order, unless we approve another method.

  • Is not redeemable for cash, except where required by law.

  • Cannot be applied retroactively to past purchases.

  • May be subject to additional terms provided at the time of issue.

Original shipping charges are non-refundable unless the return is due to Ishh’s confirmed error, a confirmed defect, or confirmed pre-delivery damage.

 

 

6. Size Exchanges

We allow one size exchange per eligible item, subject to availability.

Size exchanges are available only for the same product in a different size. We do not guarantee that your requested size will be available by the time your return is received and approved.

Because Ishh products may be limited quantity or small batch, exchanges are not guaranteed.

If your requested exchange size is unavailable, we may offer store credit instead, subject to this policy.

Products returned for size exchange must meet all return condition requirements listed in this policy.

 

 

7. Refunds

Refunds to the original payment method are generally not offered for regular returns, size issues, fit preference, change of mind, buyer’s remorse, delayed decision-making, or customer ordering error.

Refunds may be offered where:

  • Ishh sent the wrong item.

  • The item is confirmed by Ishh to be defective.

  • The item is confirmed by Ishh to have been damaged before delivery.

  • A refund is required by applicable law.

Once your return is received, inspected, and approved for refund, refunds are processed within 5 to 10 business days. Your bank, card issuer, payment provider, or payment processor may take additional time to post the refund to your account.

Refunds are issued to the original payment method unless we are unable to do so or another method is required or permitted by law.

Original shipping charges are non-refundable unless the refund is due to Ishh’s confirmed error, a confirmed defect, or confirmed pre-delivery damage.

 

 

8. Final Sale Items

Some items are final sale and are not eligible for return, exchange, refund, or store credit, except where required by law or where Ishh confirms that the item was defective, damaged before delivery, or incorrect due to our error.

Final sale items may include:

  • Items marked “Final Sale.”

  • Clearance items.

  • Sale items.

  • Heavily discounted items.

  • Items purchased with discounts greater than 10%, unless we state otherwise.

  • Accessories.

  • Gift cards.

  • Customized, personalized, or altered items.

  • Intimate items, if offered.

  • Items specifically identified as non-returnable on the product page, at checkout, or in a promotion.

Items purchased using a standard 10% first-order discount, newsletter discount, or similar 10% introductory discount remain returnable if they otherwise meet this policy’s eligibility requirements, unless the item is separately marked final sale.

 

 

9. Damaged, Defective, or Incorrect Items

You must inspect your order promptly after delivery.

If you believe an item is damaged, defective, or incorrect, you must contact us within 72 hours of delivery at:

shopishh31@gmail.com

Your email must include:

  • Your order number.

  • A description of the issue.

  • Clear photos of the item.

  • Clear photos of the tags.

  • Clear photos of the packaging and shipping materials, where applicable.

This 72-hour reporting window helps us review the issue, preserve evidence, and work with shipping providers or suppliers where appropriate. It does not limit any rights you may have under applicable law.

If Ishh confirms that an item is defective, damaged before delivery, or incorrect due to our error, we may offer a replacement, size exchange, store credit, refund, or other reasonable solution, depending on the circumstances, product availability, and applicable law.

Normal variations in colour, fabric, stitching, embellishment, print placement, texture, handmade details, sizing perception, or fit preference are not necessarily defects.

Damage caused by wear, washing, drying, ironing, steaming, cleaning, alteration, misuse, improper care, fragrance, cosmetics, deodorant, staining, storage, or third-party cleaning services is not considered a product defect unless required by applicable law.

 

 

10. Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to:

  • Ishh sending the wrong item.

  • A confirmed defect.

  • Confirmed pre-delivery damage.

  • Another reason for which Ishh is required by law to cover the cost.

If Ishh confirms that a return is due to our error, a confirmed defect, or confirmed pre-delivery damage, we may provide a prepaid return label, reimburse reasonable return shipping costs, or provide another return method at our discretion, subject to applicable law.

We recommend using a trackable shipping service for all returns. You are responsible for the returned item until it is received by Ishh.

Ishh is not responsible for return packages that are lost, stolen, delayed, damaged, misdelivered, sent to the wrong address, or sent without tracking, except where required by applicable law.

 

 

11. Original Shipping Fees

Original shipping fees are non-refundable unless:

  • Ishh sent the wrong item.

  • The item is confirmed by Ishh to be defective.

  • The item is confirmed by Ishh to have been damaged before delivery.

  • A refund of shipping is required by applicable law.

If an order qualified for free shipping and the return causes the original order to fall below the free-shipping threshold, Ishh may deduct the original shipping cost from the store credit or refund where permitted by law and disclosed in the applicable offer terms.

 

 

12. How to Start a Return or Exchange

To start a return or exchange, email us at:

shopishh31@gmail.com

Please include:

  • Order number.

  • Full name.

  • Email address used for the order.

  • Item name.

  • Reason for return or exchange.

  • Requested size for exchange, if applicable.

  • Photos, if the item is damaged, defective, incorrect, or requires inspection.

If your request is approved, we will provide return instructions and the return address.

You must follow the return instructions provided. Returns sent to the wrong address or sent without approval may be refused, delayed, or deemed ineligible.

 

 

13. Inspection and Approval

Once we receive your returned item, we will inspect it to confirm whether it meets this policy’s requirements.

We may deny the return or exchange if the item:

  • Was requested after the return window.

  • Was sent without approval.

  • Was worn, washed, altered, damaged, stained, scented, or used.

  • Is missing tags, packaging, proof of purchase, or required information.

  • Is final sale or otherwise non-returnable.

  • Was damaged after delivery.

  • Does not match the item originally shipped.

  • Appears to be involved in fraud, return abuse, chargeback abuse, promotion abuse, or policy misuse.

If a return is denied, we may return the item to you at your expense or take other steps permitted by law.

 

 

14. Late or Missing Returns

If we approve a return or exchange, the item must be shipped back within the timeframe stated in our return approval email.

If the item is not shipped within the approved timeframe, the return or exchange may be cancelled.

If your return tracking shows delivery to Ishh but you have not received confirmation from us, contact us at shopishh31@gmail.com with your tracking number.

 

 

15. Exchanges Are Not Guaranteed

Because Ishh products may be limited quantity or small batch, requested exchange sizes may sell out.

We recommend starting an exchange request as soon as possible within the 7-day request window.

If your requested size is unavailable after your return is received and approved, we may issue store credit instead, subject to this policy.

 

 

16. No In-Person Returns

Ishh is an online-only brand. We do not currently accept in-person returns, exchanges, pickups, or drop-offs.

All approved returns and exchanges must be handled by mail using the instructions provided by Ishh.

 

 

17. Quebec, U.S., and International Orders

Ishh currently sells and ships within Canada, excluding Quebec.

We do not currently sell or ship to Quebec, the United States, or other jurisdictions outside Canada.

If we begin selling or shipping to Quebec, the United States, or other jurisdictions in the future, we may update this Returns and Exchanges Policy and add jurisdiction-specific terms before or at the time those sales begin.

 

 

18. Chargebacks and Payment Disputes

If you have an issue with an order, please contact Ishh first at shopishh31@gmail.com so we can try to resolve the issue.

If you initiate a chargeback, payment dispute, bank dispute, payment reversal, or similar claim, we reserve the right to respond through the applicable payment processor, card network, bank, or dispute administrator. We may provide relevant information and evidence, including order details, checkout records, payment records, delivery records, tracking information, customer communications, return records, inspection results, policy acknowledgements, and other information related to the transaction.

Filing a chargeback or payment dispute does not automatically cancel your order, return obligations, or responsibility for amounts lawfully owed. Nothing in this section limits any rights you may have under applicable consumer protection laws, payment network rules, or card issuer rules.

 

 

19. Policy Abuse

We reserve the right to deny returns, exchanges, refunds, store credits, promotional benefits, or future orders where we reasonably believe there is fraud, abuse, excessive returns, return abuse, chargeback abuse, promotion abuse, reseller activity, unauthorized resale, duplicate account activity, false claims, or violation of this policy or our Terms of Service.

 

 

20. Changes to This Policy

We may update this Returns and Exchanges Policy from time to time to reflect changes in our business, products, operations, legal requirements, or customer service practices.

The updated version will be posted on our website with a revised “Last Updated” date. The policy posted at the time of your purchase will generally apply to that purchase, unless a change is required by law or is more favourable to you.

 

 

21. Contact Us

For return, exchange, damaged item, defective item, incorrect item, or refund questions, contact us at:

Ishh
Email: shopishh31@gmail.com