Shipping, Exchanges & Returns For Online Purchases
PLEASE NOTE: This page gives details for shipping, returns and exchanges of products bought online only. This information does not apply to in-store purchases from Imperative. For our in-store return policy, please head to this page.
We currently ship to Canada & the United States only. Individual shipping costs will be provided at checkout.
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.
We offer Free Standard Shipping on all Canadian orders over $50 CAD pre-tax.
Alternatively, you can select “Pick Up In Store” at the checkout and collect your product for free at our brick & mortar store located at 1332 Queen St. West, Toronto. Please bring a copy of your ID or the credit card used to pay for the purchase.
We ship our products from Monday to Friday, however some orders can take between 12-72 hours to process. All orders will be shipped via Standard Shipping.
If Standard Shipping is selected, your order will be sent via Canada Post.
UNITED STATES SHIPPING
We offer Free Standard Shipping on all US orders over $100 USD pre-tax.
Applicable taxes, customs fees and duties are the sole responsibility of the customer. Customs authorities require us to state the value of your package directly on your parcel. It is the sole discretion of the customs agents to release your package to you. On rare occasions, customs agents may delay the delivery of your package.
By placing an order with Imperative, you are responsible for all shipping charges, customs import fees, and the cost of returning your package to Imperative.
This is also the case if you refuse any packages at delivery.
All of the prices listed on our website are in Canadian Dollars (CAD) and are charged in Canadian Dollars. Your bank determines the exact exchange rate that you pay, but in general it will roughly match with the going exchange rates at the time your order is placed.
RETURN / EXCHANGE POLICY FOR ONLINE PURCHASES
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.
- 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 does 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.
HOW TO MAKE A RETURN OR EXCHANGE
Address your package to:
1332 Queen Street West
Send your package back to us via the shipping method of your choice. We recommend that you use one that allows you to track the package as we are not responsible for any returns or exchanges that get lost. Please package the item adequately so that it is not damaged in shipping. For shoes, please make sure to put shoe boxes in a shipping packet rather than using the shoe box itself as a shipping box.
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 shipping costs for 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.