How do I know if you have received my order?
When you submit your order, you will receive a confirmation e-mail from us, which will include an order number and order details. Once your order has been shipped, you will receive another e-mail from us.
What can I do if I notice that my personal details are not correct, after I have submitted my order?
If you notice your personal details are not correct, please contact our Customer Service Team at firstname.lastname@example.org as soon as possible, and include your order #number and contact details.
What happens if an item on my order is not available?
If an item you have ordered is unavailable upon fulfillment, you will be refunded for that item. We will ship any remaining items that you have ordered.
Shipping & Returns
Where do you deliver to?
We deliver worldwide! To obtain the most accurate shipping cost for your location, input your address at check out for shipping pricing.
How long will shipping take?
Shipping to most countries usually takes 5-10 working days. We are based in Canada so if you are further away, it may take a little longer. We ship with a tracking number, so you will be able to track your order at all times!
What if I haven’t received my order?
If you have not received your order within 10 days of it being sent, please contact customer services. In order for us to deal with your query you must contact us within 30 days of your order dispatch/receipt of dispatch email.
How long does it take to process my order?
Please allow 1-2 working days for your order to be processed and shipped out.
What shipping method do you use?
To protect our merchandise and avoid any issues with lost parcels we ship all items with DHL Express, UPS and Fedex, these services provide peace of mind because your order won’t get lost in the mail and will arrive on time.
Can I track the shipping of my parcel online?
Yes! You will receive an Shipment Confirmation e-mail once your items have shipped, containing a link that you can click to track the shipment status of your order.
Can you deliver the order to a different address than my billing address?
Absolutely! You can have your order delivered to an alternate address. If you choose to have your parcel delivered to you at work, please ensure your name as well as your Company’s name is written on the label.
Can you ship to P.O. boxes?
Unfortunately we cannot ship to P.O. boxes. Please provide an address where someone is there to receive it. If you ship to your Work address, please include the name of your Company or Organization as well as your name.
What if I am not there when the item is delivered?
If you are not present at the delivery address when your order arrives, the package will be taken to your local depot. You will receive a sticker informing you of the delivery attempt with instructions on how to obtain it.
What can I do if my parcel does not arrive on time?
If you have not received your order within 10 days of the estimated delivery date, please contact our Customer Service Team at email@example.com and we will look into the matter for you.
I have not received my order, what do I do?
If you have not yet received your order, please email us at firstname.lastname@example.org where our team will be happy to help. Please check your tracking before contacting us as this may show you where your parcel is.
Will I have to pay customs or import duties/taxes?
Although we do our very best to help clients avoid paying customs fees, occasionally they are assessed, and will vary by location and price. Unfortunately, we have no control over these charges.
What should I do if I receive the wrong item?
In the unlikely event that the items listed on the shipping label note do not match the items included in your shipment, please notify us ASAP, within 24 hours of receiving the item at email@example.com. Be sure to include your order number, the name and product code of the item you originally ordered, to any other relevant information. We’ll do our best to resolve this for you.
What if the item doesn’t fit properly?
We understand the difficulties of buying online before trying on an item – and we’re here to help! If you need to change a size, please e-mail us at firstname.lastname@example.org and we will be in touch with you to co-ordinate the exchange.
How long do I have to return an item?
If you’d like a refund, you have 45 days from the day you received your order to return your items. Please ensure you have shipped the items within the 45 day period. Please e-mail us at email@example.com to obtain the “Return Slip” for your order, which you can print and send back to us along with the items you wish to return. It’s that easy! Please note that certain items cannot be returned for personal hygiene reasons, such as underwear, swimwear, and final sale items.
How can I pay for my order?
We accept the following payment cards: Visa, Mastercard, and American Express.
Help! I am experiencing difficulties with the checkout system.
Please double check to ensure you have input all the correct payment details. Contact your bank to make sure there are no issues with your credit card, and if you are still experiencing problems, please e-mail us at firstname.lastname@example.org.
If your question is still not answered, feel free to contact us here!