Frequently Asked Questions
If we can't find the answers to your questions on this page, please write to us at firstname.lastname@example.org or chat with us in the chat bubble bottom right of your screen.
Delivery is free for orders of CAN $100 or more before taxes shipped to Canada or the United States. For orders under CAN$100, a flat fee of CAN$15 will be charged. A surcharge may apply on the delivery of bulky items as well as on delivery to remote areas. Standard charges and surcharges are added to the invoice total before taxes. They are non-refundable and are excluded from any promotion.
It takes between 3 and 10 working days for delivery in Canada. Please note that we are not responsible for delays caused by circumstances beyond our control, such as exceptional weather conditions, strikes, delays in delivery services or a credit check.
Yes, we offer an expedited delivery service of 1 to 3 business days for a flat fee of C$10. A surcharge may apply on the delivery of bulky items as well as on delivery to remote areas.
At the moment, our delivery service is only offered in Canada and the United States.
No, shipping costs are non-refundable. The same applies to surcharges applied to the delivery of bulky items and delivery to remote areas.
After placing an order, you will receive an email containing a link that will allow you to follow its progress.
Yes, just select the 'pick up' delivery option at checkout. To find out where you can pick up your items, see the product sheets under the “add to cart” button. Photo ID will be required upon pickup.
It takes 2 business days to prepare your order for pick-up. Once your order has been prepared, you will receive a confirmation email.
We offer three return options: refund, exchange or credit. These options apply to all items available online, even on SALE, with the exception of jewelry and underwear which are considered final sales. You have 21 days following receipt of your order to request a return and drop off your order with the carrier. After this time, your refund or credit may be declined.
To request a refund, exchange or credit, please have your order # ready and click on this link Your order # can be found in your purchase confirmation email. Once the link is clicked, you will need to choose the return option that suits you and you will receive a return label to print and affix to the return box.
Yes, to do so, you must request a return online and select the option "return directly to the store"
No, a purchase made in-store can only be refunded in-store.
Items must be returned in their original condition and with all tags attached. If the return conditions are not respected, the return may be refused.
Return costs are FREE when you choose to be refund with store credit.
When the refund is made by the original form of payment, a return fee of $14.80 (+ taxes) must be paid by the buyer. these will be automatically deducted from the total refund amount.
It is the customer's responsibility to verify the condition of the product upon receipt. If the product is defective on arrival, damaged in transit, or incorrect, please contact us. We will then ask you to return your items and a full refund will be issued.
The refund process on your bank statement may take 48 to 72 hours following receipt of your return in store.
Once your purchase has been made, you will receive an order confirmation by email. If you can't find this email, look in your junk mail. Otherwise, do not hesitate to contact us.
Yes, to do so, please contact us by chat or by email at email@example.com and indicate in the title of your message “CANCELLATION OF ORDER #XXXX”. Please note that we prepare and ship all orders within 24 hours. If your order has already shipped, your cancellation request will be denied.
We accept payment made via Sezzle, MasterCard, Amex, Discover, Apple Pay, Google Pay and Visa. Please note that only one payment method is accepted per transaction.
Sezzle is a payment solution that lets you buy now and pay later in 4 interest-free installments. At the time of purchase, the amount due is reduced: up to 25% only of the total amount, the rest being divided into installments (generally: three) of equal amount, separated by two weeks. This solution is very secure and offers more flexibility to buyers. Do not hesitate to contact us for more information related to this payment solution.
On the “information and payment” page, your products are listed on the right above a “gift card or discount code” box. Enter your code there and click "apply".
Promotional codes are applicable on online purchases only.
There may be several reasons why a promotional code is not working: the code has expired, the code does not apply to the selected item, and a promotion is already applied to the item.
No, a promotional code is applicable only once, and its offer cannot be combined with that of another code.
With our large selection of brands, size differences are inevitable. To find the sizes that suit you best, check out our size guides on the product pages of most of our collections. These contain quick selection tools as well as international size conversion charts.
Each piece of clothing requires its own attention. The washing and care recommendations on the garment label are the most reliable way in terms of washing instructions. Please note that we never recommend the dryer as well as hot water cleaning.
If you buy an item within 7 days of it going on sale, we'll agree to make a price adjustment to match the new item value. Please contact us to make the adjustment. If your purchase was made more than 7 days before the start of the promotion, no price adjustment will be accepted. Please note that we will not offer any price adjustment for purchases made before Black Friday and Boxing Day.
We guarantee the best prices on our regular priced items. If you find the same product at regular price cheaper on another Canadian online store, we will match the price of the competition and offer you an 5% additional discount. To be eligible, the exact size and/or color you wish to obtain must be available on the competitor's site.