Refund policy

Return Policy

At ESVIXO, your satisfaction is important to us. If you're not completely satisfied with your purchase, we're here to help.

14-Day Return Window

You may request a return within 14 days of receiving your order.

To be eligible for a return, your item must:

  • Be unused, unworn, and in its original condition.

  • Be returned in its original packaging with all included accessories.

  • Be accompanied by proof of purchase or your order number.

Returns requested after 14 days from the delivery date cannot be accepted.

Return Shipping Costs

Unless your item is damaged, defective, or you received the wrong product, customers are responsible for all return shipping costs.

We recommend using a tracked shipping service, as ESVIXO is not responsible for returns that are lost or damaged during transit.

Original shipping charges (if applicable) are non-refundable.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned if they have been opened, worn, or used:

  • Bras, shapewear, and other intimate apparel

  • Personal care and hygiene products

  • Items marked as non-returnable on the product page

  • Gift cards

If your item arrives damaged or defective, please contact us immediately.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery by emailing cs@esvixo.com.

Please include:

  • Your order number

  • A description of the issue

  • Clear photos or videos showing the problem

Once reviewed, we'll work with you to provide an appropriate resolution.

Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout. Please carefully review your shipping information before placing your order.

If you notice an error in your shipping address after placing your order, please contact us immediately. While we'll make every reasonable effort to update your address before shipment, we cannot guarantee changes once an order has entered processing or has been shipped.

Returned to Sender

If a package is returned to us because the shipping address provided at checkout was incorrect, incomplete, or undeliverable, the customer may choose one of the following options:

Option 1 – Reshipment

  • Confirm the correct shipping address.
  • Pay the applicable reshipping fee to cover the additional shipping and fulfillment costs.
  • Once payment is received, we'll resend the order.

Option 2 – Refund

  • If you no longer wish to receive your order, we can process a refund once the returned package has been received by us.
  • The original shipping and fulfillment costs are non-refundable, as these services have already been completed.
  • Any refund issued will be less the original shipping and fulfillment costs.

Please note that orders returned due to an incorrect or incomplete address provided by the customer are not eligible for a full refund.

Delivery Policy

Once a package has been marked as delivered by the shipping carrier, ESVIXVO is not responsible for lost or stolen packages. Customers should first check with household members, neighbors, building management, and the shipping carrier. If the carrier confirms a delivery issue, please contact us and we'll review the situation.

Shipping Delays

Delivery estimates are approximate and may be affected by customs processing, carrier delays, weather, or other circumstances beyond our control. Estimated delivery times are not guaranteed.

Order Cancellations

Orders may be cancelled within 12 hours of purchase.

Once an order has entered processing or has been shipped, we cannot guarantee cancellation.

Refunds

Once your returned item has been received and inspected, we'll notify you of the status of your refund.

If approved, your refund will be issued to your original payment method. Please allow 5–10 business days for your financial institution to process the refund after it has been issued.

Refunds will not include original shipping charges.

Size Exchange Policy

At ESVIXO, we want you to be happy with your purchase. If the size you ordered isn't the right fit, we're happy to offer the following exchange options.

Option 1 – Standard Exchange

You may exchange your item for a different size by returning the original item to us.

  • Exchange requests must be made within 14 days of delivery.
  • The item must be unworn, unwashed, and in its original condition with all tags attached.
  • Customers are responsible for the return shipping costs.
  • Once we receive and inspect the returned item, we'll ship your replacement size free of charge.

Option 2 – Discounted Replacement (No Return Required)

If you'd prefer not to return the original item, we offer a convenient replacement option.

  • Purchase a replacement in the desired size for a discounted replacement fee of $8.50 USD.
  • You may keep, gift, or donate the original item.
  • Your replacement will be shipped once the replacement payment has been received.

This option is designed to save you the cost and inconvenience of international return shipping.

Additional Information

  • Exchanges are available for size changes only and are subject to product availability.
  • Only one exchange or replacement per order is permitted.
  • If your requested size is unavailable, we'll contact you to discuss the available options.
  • Shipping times for replacement orders are the same as our standard shipping policy.

If you have any questions, please contact us at cs@esvixo.com before returning your item.

Return Address

ESVIXO Returns
613 Aberdeen Ave
Winnipeg, MB R2W 1W4
Canada

Contact Us

If you have any questions about your order or return, please contact us:

Email: cs@esvixo.com

We're always happy to help.