Frequently Asked Questions


We're here to help! Contact us if you have more questions.


Returns

We immediately refund you by the method you paid with; please note this may take 1-3 weeks to show up on your statement depending on how much time it takes the other banking institution to process the refund.

Return shipping is the purchaser’s responsibility unless there is a return shipping promotion active, or the product arrives damaged or has a manufacturer defect. Return shipping labels are included in all packages. To-and-from shipping is covered by us only for replacement of defective product.

Unfortunately, we are unable to accept panty returns. They are non-refundable.

a) FOR PRODUCTS UNWORN, unwashed, in brand-new condition, with tags attached

We offer a 60-day money-back guarantee on products that are unworn, unwashed and in brand-new condition with tags still attached. If for any reason you are not entirely satisfied with the product, you may return it for the full purchase price, less any shipping costs.

We immediately refund you by the method you paid with; please note this may take 1-3 weeks to show up on your statement depending on how much time it takes the other banking institution to process the refund.

This guarantee is valid from the day the order is shipped and covers all customers for all products, except panties.

b) FOR PRODUCTS WORN and or washed, had tags removed or have fragrances, and or stained/soiled

If for any reason you are not entirely satisfied with a product after it has been worn, washed, had tags removed, has a fragrance/perfume, and or is stained/soiled, you may return it for 75% of the purchase price within 60 days, less any shipping costs. We believe this is a fair compromise if you have worn the product but wish to return it. These items are not resold.

We immediately refund you by the method you paid with; please note this may take 1-3 weeks to show up on your statement depending on how much time it takes the other banking institution to process the refund.

This policy is valid from the day the order is shipped and covers all customers for all products, except panties.

c) FOR PRODUCTS THAT ARRIVE DAMAGED or have manufacturer defects

Refunds
If there is a manufacturer defect, you may return it within 60 days for a full refund including return shipping. Once you notify us there is an issue, we will give you a return code that you can use to print a return label at our expense OR you can scan the QR code that we send you at your local Post Office and they will print the label for you. All returns are done via Canada Post.

We immediately refund you by the method you paid with; please note this may take 1-3 weeks to show up on your statement depending on how much time it takes the other banking institution to process the refund.

This guarantee is valid from the day the order is shipped and covers all customers for all damaged or defective products.

Replacements
If there is a manufacturer defect, you may exchange it within 60 days for a replacement. To-and-from shipping is covered by us for exact replacements only. You will be reimbursed for regular parcel postage.

Ensure you have completed our Fit Checklist before returning product

If your order doesn’t fit after completing the Fit Checklist, all packages include return shipping labels that allow you to return the item.

If you need to submit or update your measurements, you can always use the My Fit form.

Keep in mind that fitting is an art rather than a science, so it may take some time to find the right fit. If you would like assistance with fit or style, don’t hesitate to call, email or submit a Contact form! We are always ready to assist and answer any questions you may have. You can also visit our Common Fit Issues page for more information.

Shipping

We ship worldwide and use Canada Post for all parcel service.

Return shipping is the purchaser’s responsibility unless there is a return shipping promotion active, or the product arrives damaged or has a manufacturer defect. Return shipping labels are included in all packages. To-and-from shipping is covered by us only for replacement of defective product.

Items generally ship in 1-3 days. Transit time will vary depending on the destination, but usually your products will arrive in 8-10 business days in North America once shipped. Due to Covid-19, delivery times may be longer than usual.

Return shipping is the purchaser’s responsibility unless there is a return shipping promotion running or the product arrives damaged or has a manufacturer defect. Return instructions are included in all packages.

You will receive your tracking number via email as soon as it becomes available. Your tracking number will also be listed in your account. Tracking results should start to appear after the shipping carrier picks up the package from our warehouse.

Fitting

“My Fit” is a one-click shopping feature that provides the easiest shopping experience, ever! This feature is applicable to all Elizabeth Valentine products. See measuring instructions here.

The My Fit service lets us keep your measurements on file to retrieve for future orders. This means you don't have to select sizes when shopping. We will use the size we have on file until you notify us otherwise. You can update us of any changes by using the My Fit Form. We always have your size.

If you want to use our “My fit” service for future orders, make sure to select "This is for me" under the “My Fit” option when ordering for the first time.

IF USING “MY FIT” always use the same email address when shopping for yourself!

a) SHOPPING FOR MYSELF

Once your “My Fit” measurements are on file with us, you don’t have to enter your size every time you order; you simply select "This is for me" under the “My Fit” option, and let us care of the rest!

If you think you may use our My Fit service for future orders, make sure to select "This is for me" under the “My Fit” option when ordering for the first time.

If you need to submit or update your measurements, you can always use the My Fit Form.

b) SHOPPING FOR SOMEONE ELSE

“My Fit” cards allow loved ones to purchase gifts for you without having to know your size.

If you choose to use this service these cards are included in your first purchase.

See the next question for details on buying a gift for someone else.

1) When the cards arrive, you can choose to give them to anyone who might want to buy you a gift from Elizabeth Valentine.

2) The cards contain the email address associated with your EV account, which your gift giver(s) may apply to their order. We then retrieve the measurements on file associated with that account. The gift giver never needs to know your size but will purchase a gift that fits you accurately!

If you are interested in gifting Elizabeth Valentine products to a loved one who isn’t signed up with us, you are welcome to call or email us for assistance! We will do our best to provide a gift that fits as accurately as possible. You can also see our EV Guide for more information.

“My Fit” is a one-click shopping feature that provides the easiest shopping experience, ever! This feature is applicable to all Elizabeth Valentine products.

If you received a “My Fit” card from a loved one with an email address on it, this is what you will use to order products in their size. The cards contain the email address they used to sign up with us, which you can reference when you place an order with us. It allows us to use the clothing sizes that are linked to their account. You can be sure that your gift will come in the size that we have on file.

1) Browse the shop and choose a gift you would like to purchase, and then simply select “This is a gift” option under "My Fit". You do not need to select any sizes. You only need to choose colour if applicable.

2) In the shopping checkout process there is an "Order Comments" field. Enter your gift recipient's email account into this field. This lets us know who the gift is for.

You can then proceed with your order as usual and the product will be shipped to you per the shipping/billing information you have provided.

You can also choose to create your own account if you would like to check your order status and keep track of your purchases.

"My Fit" is a free personal service made to simplify your shopping experience.

Contact

You can reach us via phone during our regular business hours, or through email 24/7.

Toll-free: (+1) 888-881-0333

Email: sales@elizabethvalentine.ca

Location:
Iliad Apparel Inc.
1405 Cliveden Avenue
Delta, BC V3M 6Z9
Canada

Please call to arrange an appointment. Our facility is following all applicable Covid-19 requirements to keep you safe.

Business/trade inquiries: admin@elizabethvalentine.ca

Email hours:
24/7. We respond to all email inquiries as soon as possible.

Telephone hours:
9:30 a.m to 9:00 p.m, Monday to Friday.

If there is no immediate answer, please leave a message with your name, inquiry and how we can contact you, and we will respond as soon as possible. 

Atelier hours:
9:30 a.m to 5:30 p.m, Monday to Saturday.

Please call or email us to arrange an appointment.
Our atelier is adhering to all applicable Covid-19 regulations to keep you safe.

Miscellaneous

Your email address is used as your unique account with us, as is very common when shopping online.

When ordering with us, you enter actual body measurements. This system is easier and faster than trying to use conventional bra sizing with band and cup size.

Since there is no standard in bra-making worldwide, the band/cup combination from brand to brand is difficult to compare and may lead to improper sizing.

Once we have your measurements on file, when you shop using your email account, you can choose to use “My Fit” to shop without entering your size. See our “My Fit” section for more information.

If you don’t feel comfortable entering your measurements online, please feel free to call or email the information to us. You are welcome to email or call us with any further questions or concerns you may have.

See our Privacy Policy and Terms and Conditions. 

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    Location

    1405 Cliveden Ave.
    Delta, B.C. Canada

    V3E 5U6

Customer Service
Hours
  • Email:
  • 24/7

  • Phone:
  • Mon - Sat
  • 9 a.m - 5 p.m

  • Atelier:
  • Call to arrange appt.
  • Mon - Sat
  • 9:30 a.m - 5:30 p.m
About

Elizabeth Valentine is a women's lingerie and clothing brand. All products are designed and made in Canada.

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