Returns & Exchanges For Online Purchases
We’re a very small, independent business and once an order is processed and shipped, we are unable to request it back right away. Due to the tracking, packing and shipping already taking place with an order, we cannot accept last minute changes or cancellations after you have purchased online. We apologize that this is not the ideal outcome. If you are unhappy with your purchase then you may be able to return your order back to us. However, it MUST follow the guidelines below regarding its condition and in some cases, we may choose not to accept the item back at our discretion if it does not meet this criteria.
PLEASE NOTE: All purchases of sale items are FINAL SALE. Items bought in any of our year-round sales (both past and present) cannot be refunded or exchanged. The information below regarding returns is not applicable if your purchase was a discounted sale item.
Not completely satisfied with your order? We’ll try to make it right for you!
Please find our return policy listed below, you can always contact us with any additional order or product related questions or issues.
Request for Return Authorization
In order to process your return quickly and accurately, returns can only be accepted with a Return Authorization Number (RA) issued by our Customer Service Department. A request for an RA number must be made via email to firstname.lastname@example.org within 30 days of your order date. Our unique RA numbers are valid for 10 working days from the date that it is issued to you.
In order to request an RA number you must include the following in your email:
- Your full name
- Your order number
- Images of the item you would like to return or exchange to show its condition
- Reason for returning
- If you want to return your item for store credit or to exchange for another item.
Please be aware that any products returned without an RA number will be refused and cannot under any circumstances be processed for store credit/exchange.
- For Canadian domestic orders: all returns must be received at our store within 30 days of the date we shipped your order (i.e the date you received your Shipping Confirmation email).
- For US international orders: all returns must be received at our store within 60 days of the date we shipped your order (i.e the date you received your Shipping Confirmation email).
- Returns are processed within 7 business days after they arrive back with us.
- Refunds can only be issued in the form of store credit (e-voucher), except in cases where the item is damaged or there is a shipping error.
- Shipping, customs and duty costs are non-refundable, except in cases where we have made a shipping error.
- We can only offer exchanges for the same item in a different size or colour.
- Once we have processed your return, your replacement item will be shipped to you within 2 business days.
Some of our items are non-refundable:
- Sale items.
- Free gifts or gift cards.
- Items purchased through another vendor or third party.
- Hair, Face & Body items.
- Underwear or socks.
- Products that are damaged, used, dirty, altered, washed or dry cleaned.
Items must be in original new condition with tags. We cannot accept returns and exchanges if a product is damaged, used, dirty, altered, washed or dry cleaned. We may refuse a return at our discretion if we believe the product to not be in its original condition or if it does not follow the above guidelines.
However, this doesn’t apply to purchases of sale items. All purchases of sale items are FINAL SALE. Items bought in any of our year-round sales (both past and present) cannot be refunded or exchanged. The information above regarding returns is not applicable if your purchase was a discounted sale item.
The postage costs of returns or exchanges are at the customer’s expense.
FOR OUR IN-STORE POLICY ON RETURNS & EXCHANGES, PLEASE VISIT THIS PAGE.
US INTERNATIONAL EXCHANGES
Unfortunately, due to the increased cost of international shipping, we do not offer shipping for exchanges outside of Canada.
However, you can still make an exchange or return as long as it is received by us within 60 days of your Shipping Confirmation email. Please be aware that in the event of an international exchange, you will solely be responsible for all shipping costs, duties, taxes and all additional expenses associated with exchanges outside of Canada.
Sales of gift cards are final and cannot be exchanged or returned to the voucher’s original method of purchase.
Exchanges or refunds of purchases originally made on a gift card will be returned to the gift card only.