Return and Refund Policy

Last updated: 14 September 2026

You have 30 days from the day your order is delivered to ask us for a return. That is a promise we make to you as a shop.

Nothing written here takes away or limits the protection you are given by the consumer protection legislation of your province or territory. Those rights apply alongside this policy and are not affected by it.

The condition we need an item to be in

To qualify for a return, a piece has to come back unworn, in the state it reached you, with every tag still attached and in the packaging it arrived in. Please have your order number or another proof of purchase to hand.

How to start a return

Write to info@quilovat.com with your order number and tell us which pieces you would like to send back. Please do this before you post anything. As soon as we accept the return we reply with the return address and instructions on how and where to send your parcel. Parcels that arrive without an agreed return cannot be processed.

Who pays the return postage

When you simply change your mind, the cost of getting the parcel back to us is yours. What that comes to depends on the carrier you choose and the size of the parcel.

When a piece is faulty, arrives damaged, does not match its description, or is not the item you ordered, we pay the return postage. Contact us first in those cases and we will arrange the return at our expense.

Trying things on

Clothing has to be tried on, and we would rather you did. Treat a piece the way you would in a fitting room: over your own clothing, with the tags left on, and away from perfume, make-up, smoke and pets. If an item comes back worn outside, washed, altered, scented or with the tags removed, we may reduce your refund to reflect the loss in value.

Damaged, faulty or incorrect items

Please open your parcel as soon as it arrives and let us know straight away if something is wrong, so that we can look into it and put it right. Email info@quilovat.com with your order number, a short description of the problem and photographs where you can. You are never charged return postage on a faulty, damaged or incorrect item. If your parcel has not arrived at all, start with our Shipping Policy, which explains what we do when a parcel is lost in transit.

What cannot be returned

Pieces made to your own specification or clearly personalised cannot be returned, and neither can gift cards. Everything else in the collection can be returned under the terms set out above. If you are unsure about a particular item, please ask us before you order.

Exchanges

If you need another size or colour, the quickest route is to return the piece you have and place a separate order for the one you want. Your new order then leaves us straight away, instead of waiting for the first parcel to travel back to us.

Refunds

Once your return reaches us and has been checked, we let you know whether the refund has been approved. Approved refunds go back automatically to the payment method you used, within 10 business days. Your bank or card issuer may need a few days more before the money shows on your statement. How payments are taken and handled is set out in our Payment Policy.

If 15 days have gone by since we approved your return and nothing has arrived, email info@quilovat.com and we will chase it for you.

Delivery is free on every order, so there is no delivery charge to refund. How and where we ship is explained in our Shipping Policy.

Our other policies

You can also read our Shipping Policy, our Payment Policy, our Privacy Policy and our Terms of Service. To follow a parcel that is already on its way, use our Track your order page. Everyday questions about delivery, returns and payment are answered on our FAQ page, and our contact page tells you how to reach us.

Contact information

Store name: Quilovat
Company name: Smidcom
Company address: van Nijenrodeweg 730, 1082 JE Amsterdam, The Netherlands
Warehouse address: 3171 No 6 Rd #130, Richmond, British Columbia V6V 0C2, Canada
Company registration number: 42146595
VAT number: NL869921757B01
Phone: +1 (647) 366-3193
Email: info@quilovat.com

Support hours: Monday to Friday, 09:00 to 17:00 (ET). Closed at weekends and on public holidays.

We aim to respond to your enquiries within 24 hours on business days.