Customers from the EU - please scroll down for an important notice.
When will I receive my order confirmation?
Once you have submitted an order online, you should receive an order confirmation email within minutes. If you have not received this, please contact us at firstname.lastname@example.org with your full name and the items you ordered. Shipping notifications are sent by email so we must have the correct email on file. Please note we cannot be responsible for any returns due to errors in entering your email address.
Can I change or cancel my order?
Orders are automatically sent to our warehouse to be processed immediately; therefore, we are unable to change an order once it has been placed. However, please let us know if there is an error with your shipping address, as we may be able to intercept an order before it ships. Please note we cannot guarantee that this will be possible.
When will I get my tracking number?
Your tracking number will be sent to you by email once your order has been shipped. Please note it can sometimes take up to 24 hours for the tracking number to show updates.
Why does my tracking number not show any updates?
It can sometimes take up to 24 hours for your tracking number to show any updates online. If there have not been any updates for 72 hours, please contact us and we will investigate your order’s shipment status. Please do not contact us until 72 hours have passed without any tracking update as we are unable to investigate your shipment until that time. The exception to this is for orders shipped using our Express service.
Can you change my address?
If your order has been placed in the last 12 hours and you have not received a tracking number, we may be able to change your address. Please email us at email@example.com and we will attempt to make this change, but please note that we cannot guarantee this will be possible. If you have received a tracking number, your package is already in transit and the courier will not allow us to change your delivery address.
Will my package require a signature?
Some of our packages are sent with an “adult signature” requirement. Some delivery drivers do not currently require a physical signature; however, they do require the presence of an adult to accept the package or acknowledge its delivery. This will be done from a safe distance.
Can you remove the signature requirement?
Unfortunately, we cannot remove the signature requirement of a package once it has been shipped. This is due to restrictions from the couriers.
How long will shipping take?
Orders containing full-priced (i.e. not discounted) products normally take 2-7 business days to be processed and delivered within North America, 4-10 business days to Europe, and 5-15 business days to the rest of the world. Please note that during sale and busy times of year, shipping times may be longer. Due to COVID-19, couriers are no longer guaranteeing shipping times and as a result, we are experiencing some delays. We are not responsible for delays due to customs. Express orders ship within 1 business day and are shipped using a 2 day service.
My order is delayed. Can you help me?
Orders containing full-priced (i.e. not discounted) products normally take 2-7 business days to be processed and delivered within North America, 4-10 business days to Europe, and 5-15 business days to the rest of the world. Please note that during sale and busy times of year, shipping times may be longer. We are not responsible for delays due to customs. If your item is not discounted and the above time frame has passed and your order has not arrived, please contact us at firstname.lastname@example.org and we will investigate the issue. Unfortunately, we cannot investigate your shipment until the shipping time has passed.
My order was damaged. What should I do?
If a product was damaged or shipped incorrectly, please contact us within 7 days (no later) of receiving the item at email@example.com. In order to process damaged goods claims, we require a photo of the damage to the garment and the packaging, as well as a description of the damage.
What courier companies do you use?
All packages are sent by FedEx, UPS, DHL, Canpar, or Canada Post and are tracked and insured. Couriers will only attempt one delivery; after that, your package will be available for pick up at an access point.
What happens if I gave you the wrong address?
If there is an error with your shipping address, please contact us as soon as possible as we may be able to resolve the issue and intercept your order before it ships. If your package has already been shipped and you have received a tracking number, we are unable to change your address.
If the courier successfully delivers your package to the address you provided on your order and it is not your address, we are unable to retrieve it or provide you with a replacement order or a refund.
If the courier fails to deliver your order due to the incorrect address, they will return it to us. If this is the case, you will be responsible for the return shipping charges, the shipping charges to redeliver the package to you, as well as a $25 processing fee. Please note that return shipping costs are set by the courier and charged at standard rates.
What happens if I won’t be home to receive my package?
If you are unable to receive your package, the courier will attempt a redelivery or give you the option to pick up the package from a pick up point. The delivery driver may leave a notice card at your address, or redelivery information may be included on the tracking link you were sent when your package was shipped. Please track your order to ensure you don’t miss any important notifications about delivery.
Most couriers will not leave packages unattended outside a home unless this is requested prior to the package being shipped.
Please note you are responsible for following the tracking of your package and alerting us if there are any delays or issues. You will receive a tracking number when your item ships and you are responsible for ensuring that you are home to receive your package or available to pick up the package from a local collection point. Please contact us if you have not received a tracking number within 5 business days of placing your order.
Packages that are refused by the customer or a person at their address will be considered abandoned and will not be eligible for a refund or replacement. If you fail to pay the duties and import fees, or you do not respond to delivery or pick-up requests from the delivery company or ourselves, your package will be considered abandoned and will not be eligible for a refund or replacement. The customer is responsible for following the tracking and responding to any updates about collecting the package at a pick up point. If you think you are going to miss your package or will be unable to collect it, please contact us and we will do our best to assist you.
Will the courier try to redeliver my package?
Most couriers will only guarantee one delivery attempt, though some will make a second attempt. Please note that we are unable to request a second delivery attempt. If you wish, you can contact the courier’s local office directly in order to request a second delivery attempt.
If you miss your delivery, your package will be available for pick up at an access point. The delivery driver may leave a notice card at your address, or redelivery information may be included on the tracking link you were sent when your package was shipped. Please track your order to ensure you don’t miss any important notifications about delivery.
What happens if I can’t collect my package from the designated pick up point?
If you miss a package and do not contact the courier or postal company to organise redelivery or do not collect the package from the designated pick up point, the package will be considered abandoned and will not be eligible for a refund or replacement.
Important notice for customers from the EU
- In 2023, the European Union (EU) is strengthening safety and security at customs for its citizens through a large-scale information system called Import Control System 2 (ICS2).
- Courier companies will be required to submit additional data prior to shipments arriving at customs in the EU, including Northern Ireland, Norway and Switzerland.
- For retail customers, this will most likely involve supplying a national identification number or tax number to the courier company before they deliver the package and issue a bill for duties, taxes and import fees.
- All orders must include a working phone number and email address so that the courier company can reach you and request this information.
- When your package has shipped, you will be provided with a tracking number. Please follow the tracking and respond to any inquiries or requests from the courier company. If the tracking shows a delay or indicates there is information missing, please contact us immediately at firstname.lastname@example.org or respond to any inquiries form the courier company.
- If you fail to respond promptly to an inquiry from the courier company, are uncontactable, or do not attempt to resolve any issues noted on the tracking page, packages will be considered abandoned and you will not be eligible for a refund.
- Please note that the courier companies will only hold packages for a few days, so it is imperative that customers follow updates on their tracking and react quickly to any issues.
- Packages that are sent back to us due to missing information or difficulty contacting the customer will be considered abandoned and will not be eligible for a refund.
- Please email email@example.com if you require any assistance with your international order