Frequently Asked Questions
Do I need to register to purchase online?
What methods of payment do you accept?
What is the CVV or identification number of the credit card?
What do I do if I need to change my order or shipping information?
Why was my order canceled?
You may receive an order cancellation e-mail for one of the following reasons:
- Shipping to PO boxes, freight forwarders, or an unverified address;
- Invalid credit card information;
- The client's credit card is expired;
- Wrong province, city, or postal code combination.
Declined a credit card due to one of the reasons:
- Exceed credit card limit;
- Exceed the daily purchase limit set by the bank;
- Your bank needs to verify additional information with you due to security purposes.
Why didn't I receive an order confirmation e-mail?
You may not receive an order confirmation e-mail because the e-mail address provided is incorrect or misspelled, or your confirmation e-mail maybe goes to spam.
To fix it, please check your Spam inbox first. If you still can't locate the e-mail, please contact us to verify your e-mail address.
Why am I charged tax on my order?
To comply with federal and provincial law, we must charge GST/HST and local sales tax on all orders. The province of delivery determines the applicable sales tax.
How much does your shipping cost?
- We do business with Canada Post.
- We offer real-time shipping rates.
- We calculate shipping costs during the checkout process.
- Shipping cost varies depending on the weight and dimensions of the items.
Do you ship internationally?
Can I pick up my order at one of your locations?
Sorry, we do not offer this service at this time.
How long does it take for my order to arrive?
Please refer to our Shipping Policy page for detailed shipping service delivery times.
Will you provide a tracking number for my order?
Exchange/ Return/ Refund
- If I'm not satisfied with my purchase, could I exchange or return?
If you are not completely satisfied with your purchase, We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. We are happy to offer a refund or store credit on damaged items that you want to return to us following our Returns Policy. A return shipping label will be sent to you by email when your request accept if you qualify for a return within Canada and the USA. We offer free shipping for return damage items.
*Please go to our Exchange & Return & Refund policy web page for detailed information on exchange and return.
It has been a while since It approves for a refund, but I am still waiting to receive it. What can I do?
If you have not received a refund, recheck your bank account.Then contact your credit card company; it may take some time before your refund post officially.Next, contact your bank. There is often some processing time before a refund post.
If you've done all the above and still have not received your refund, please get in touch with us via our Leave a Message page or online chat service.
My package is lost, what happens next?
Please contact us through e-mail.
I'm curious if your products will fit my size, and I wish to see the actual piece before making the purchase; what could I do?
We understand our customers' concerns who wish to see or try our items before making purchases. The solution would be to have a physical store located at 6828 Rue St-Hubert, Montreal, Quebec, H2S 2M6 (Canada). You can find all our collections in the store, and you could certainly try them on! Our sales girls will be more than happy to assist you! However, you need to pay the actual price, which is on the price tag.
Do promotions and specials on the website apply to retail stores?
Our promotions and sales are primarily online exclusive. It will be specified if the promotion applies to both the online and retail stores.