Hi,
I have received a partial refund of $195. I'm wondering why I'm not getting the taxes refunded as well, since I paid them to you directly?
AGENT2026-07-14 02:50:44· email/helpdesk
Hi Dima,
Thank you for getting in touch.
I understand your question regarding the taxes, and I'm happy to clarify.
The refund you received covers the value of the returned item. As outlined in your refund approval email, to request a repayment of taxes and duties, you'll need to submit a claim directly with the Canada Border Services Agency (CBSA), as they are the authority that administers duties and taxes on imported goods.
You can find the CBSA Duty and Tax Adjustment Request form (Form B2G) here: https://www.cbsa-asfc.gc.ca/publications/forms-formulaires/b2g-eng.html
We understand that this may be an extra step, especially since the charges were paid at checkout. However, under the Canadian import process, duty and tax refunds for returned goods are handled by the CBSA rather than the retailer. Once your claim is submitted, the CBSA will assess your eligibility for a refund in accordance with their policies.
We hope this clarifies things. Please feel free to get in touch if you need any further assistance—we're always happy to help.
Have a lovely day!
Kindest,
Reena
Hi Reena,
Having paid $28 for shipping, $29.20 for taxes which will be very difficult to get back, and $22 for the return label, I essentially lost $79.20 just to try on a swimsuit which didn't end up working out.
It is extremely disappointing that you cover neither the shipping nor return, and aren't able to refund the taxes directly, when most companies nowadays do all three.
I don't see how I will be able to order from you again.
AGENT2026-07-19 11:28:12· email/helpdesk
Dear Dima,
Thank you for sharing your feedback.
We're truly sorry to hear about your experience. We understand how frustrating and disappointing it is to incur those additional costs when the bikini didn't work out. We sincerely apologize for the inconvenience and we appreciate you taking the time to share your concerns.
While our shipping, return, and tax policies are outlined at the time of purchase, we understand that this doesn't make the experience any less frustrating, and we're so sorry about this.
If you have other concerns, please don't hesitate to let us know and we're here to help.
Thanks again. Wishing you a wonderful day!
Kindest,
Elaine xx
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