Return and Refund Policy

Effective July 31, 2026

1. Introduction

This page constitutes the official return and refund policy for Dotted Lines. Where return or refund information displayed elsewhere, including within Shopify's Shop app, differs from what appears below, the terms on this page govern. This policy should be read together with our Shipping Policy.

2. Return Window

Online orders may be returned within 30 days of the date you receive your item.

In-store purchases may be returned or exchanged within 14 days of the date of purchase.

3. Order Cancellations

Orders cannot be cancelled once they have shipped. If you need to cancel an order, please contact us at dottedlinesshop@gmail.com as soon as possible. We will cancel it provided it has not yet been dispatched. Once an order has shipped, it falls under the return terms set out below.

4. Eligibility

To be eligible for a return, your item must be in the same condition in which you received it, unworn or unused, with tags, and in its original packaging. A receipt or other proof of purchase is required.

5. Non-Returnable Items

The following are not eligible for return or refund:

Sale items and gift cards.

Books originally purchased under the conditions "Used - Good", "Used - Fair", or "Used - Library Copy". These items are final sale.

Custom products, including special orders and personalized items.

Shipping fees, which are non-refundable in all cases.

If you are uncertain whether your item falls into one of these categories, please contact us before requesting a return.

6. Initiating a Return

To begin a return, please contact us at dottedlinesshop@gmail.com with your order details. Items sent back to us without an approved return request will not be accepted, so we ask that you wait for our confirmation before shipping anything.

Once your return is approved, we will provide a return shipping label along with instructions on how and where to send your package. Returns are received at:

26 Arbor Grove
Winnipeg, Manitoba, Canada R2G 3R2

7. Refunds

We will notify you once your return has been received and inspected, and advise whether the refund has been approved.

Approved refunds are issued to the original payment method within 10 business days. This includes orders placed through the Shop app. Refunds on in-store purchases are issued as store credit. Please note that your bank or credit card provider may require additional time to post the refund to your account.

If more than 15 business days have passed since your return was approved, please contact us at dottedlinesshop@gmail.com.

8. Exchanges

The most efficient way to obtain the item you want is to return your original purchase and place a separate order for the replacement once the return has been approved.

9. Damaged, Defective or Incorrect Items

Please inspect your order upon receipt. If your item is defective or damaged, or if you have received the wrong item, contact us immediately so that we can evaluate the issue and make it right.

10. Orders Placed Through the Shop App

If you purchased from us through Shop, Shopify's shopping app, the terms on this page apply to your order. Return and refund information displayed within the Shop app is generated by Shopify and may be inaccurate or out of date. Where the two differ, this page governs.

Orders placed through Shop are treated as online orders and are subject to the 30-day return window set out in section 2, along with all other terms on this page.

To request a return on a Shop order, please email us at dottedlinesshop@gmail.com rather than submitting the request through the app, so that we can process it directly.

11. International Delivery Times

International orders can take considerably longer to arrive than domestic ones. Transit times vary by destination and are affected by customs clearance, courier handoffs, local postal services and public holidays. Any delivery estimate shown at checkout is an estimate and not a guarantee.

A delayed shipment is not grounds for cancellation or refund. All terms on this page continue to apply in full regardless of how long delivery takes. The 30-day return window begins on the date you receive your item, not the date the order was placed.

If your order appears significantly overdue or tracking has stopped updating, please contact us at dottedlinesshop@gmail.com and we will follow it up with the courier. Delivery estimates, tracking and our treatment of lost packages are set out in our Shipping Policy.

12. Customs Duties and Refused Shipments

International orders may be subject to customs fees, duties or import taxes levied by the destination country. These charges are imposed by your government, are not included in the amount paid at checkout, and are the sole responsibility of the customer. We have no control over these charges and cannot predict, waive, reduce or reimburse them.

Payment of customs fees is required in order to receive your order. Orders cannot be cancelled once shipped, and we do not refund orders on the basis of customs charges. If you disagree with the amount you have been assessed, please contact your local customs office or the courier handling your delivery, as they are the only parties able to review or adjust it.

Declining to pay customs fees does not return the package to us. Most countries, including the United States, require outstanding fees to be settled before a parcel can be returned to sender. Where these fees remain unpaid, the shipment is treated as abandoned and disposed of by customs, and the items are never returned to us.

An order refused or abandoned on these grounds is not eligible for a refund. A refund can only be issued once the products have been returned to us and inspected. Shipping fees remain non-refundable in all cases.

If you have questions about any of the above, you are welcome to contact us at dottedlinesshop@gmail.com. Customs charges are also covered in our Shipping Policy.

13. European Union 14 Day Cooling Off Period

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without providing a justification. This right applies notwithstanding the other conditions set out on this page. Your item must still be returned in the same condition in which you received it, unworn or unused, with tags, and in its original packaging, together with the receipt or proof of purchase.

14. Changes to This Policy

We reserve the right to update or amend this policy at any time and without prior notice. Any changes take effect on the date they are posted to this page. The version in effect on the date you place your order is the version that applies to that order.

15. Contact

For any question regarding returns or refunds, please contact us at dottedlinesshop@gmail.com.