FAQs and Help
How do I pay with credit card?
On the billing page during checkout enter your credit card information. Currently, we only accept Visa and MasterCard online. In-store we accept Visa, MasterCard, American Express, debit, and cash. If you are experiencing problems paying with your card please Contact Us to help you process the order.
I don't have a credit card. How can I buy your products online?
If you don't have a credit card you can pay by Interac Email Money Transfer (EMT), which is available to anyone in Canada who has an online banking account. We also accept payment from PayPal.
Can I pay with my debit card online?
Canadian customers cannot pay with debit card but can pay with an Interac Email Money Transfer (EMT). USA customers can use their debit card as a payment method through PayPal.
How do I pay with an Interac Email Money Transfer (EMT)?
1. Select the payment method of Interac Email Money Transfer (EMT) and checkout with your item(s),
Do I have to pay taxes?
All Canadian customers have to pay GST or HST as follows: Alberta, British Columbia, Quebec, Manitoba Nunavut, NWT, Saskatchewan 5%; Ontario, New Brunswick, and Newfoundland 13%; Nova Scotia 15%; PEI 14%. USA customers do not have to pay tax. International customers may be subject to taxes and import duties from their home country.
Status Indian are exempted from provincial sales tax when purchasing in-store and presenting a valid status card.
How do I cancel my order?
To cancel your order, please Contact Us within 30 minutes of placing the order.
My order status is "Processing". What does this mean?
Order status of Processing means that we have received your order and payment. Your order will be shipped soon.
My order status is "EMT-Awaiting Payment". What does this mean?
Order status of EMT-Awaiting Payment means that we have received your order. You selected Interac Email Money Transfer as your method of payment. We are awaiting payment before processing your order.
My order status is "eCheck Pending". What does this mean?
Order status of eCheck Pending means that we have received your order and are waiting for your PayPal echeck to clear before shipping your order. PayPal echecks can take up to 10 business days to clear from Canadian bank accounts.
My order status is "Ready for Pickup". What does this mean?
Order status of Ready for Pickup means that you have selected in-store pickup in London, ON as you shipping method. Your order is complete and can be picked up during normal business hours. Orders placed with the store pickup option can only be refunded within 10 days of order date. So, do not wait too long to come in and pick up your order. Orders not picked up within six months will be cancelled without refund.
My order status is "Order Sent". What does this mean?
Order status of order sent means that we have shipped your order. Canadian customers will receive a separate email from Canada Post with your tracking information. It could take up to one day for Canada Post to email you.
My order status is "Refund Issued". What does this mean?
Order status of Refund Issued means that we have issued a refund. It usually takes 2-4 business days for the credit to appear on your statement.
Shipping & Tracking
When will my order ship?
Standard and Express shipping orders will ship the same day if payment is received before 1:00pm(Eastern time); orders/payments received after 1:00pm(Eastern time) will be shipped the next business day. Economy shipping orders may take up to 2 business days to process, especially during busy times of the year.
When will my order arrive?
Shipping times depend on your shipping method and where you are located. Please visit our Shipping Page to see estimated delivery times. We do not guarantee delivery times. It is best not to leave your purchase for the last minute or it may not arrive for when you need it.
What is my tracking number?
Canadian customers will receive a tracking number for their order. The tracking number is emailed by Canada Post the evening that your order is shipped. If you do not see the email from Canada Post please take a look in your junk/spam folder. If you still do can't see it just let us know through the Contact Us page and we will email it to you
I provided a wrong or incomplete shipping address?
If you realize that you have given us the wrong shipping information please Contact Us immediately. If your order has not been shipped we can make the correction. If your order has already been shipped there is no way for us or Canada Post to make a correction. If Canada Post cannot resolve the issue then the order will be shipped back to us. If the order is shipped back to us you will be responsible for paying actual shipping fees charged to us by Canada Post to have the parcel returned to our warehouse. To have retuned parcels shipped back out to you we require that you pay for the shipping again. Please double check that you have the correct shipping address.
I did not pick up my parcel from Canada Post and they sent it back to you?
Canada Post will return parcels to us if they are not picked up by the customer within a certain time period. If Canada Post returns your parcel to us, you are responsible for the actual return shipping fees charged to us by Canada Post. To have retuned parcels shipped back out to you we require that you pay for the shipping again. Please double check that you have the correct shipping address.
My package did not arrive?
Canada Post provides excellent service and it is very unlikely that your package will not be delivered. However, if there are errors in the shipping address that you provided the parcel may be returned to us. There are occasions when Canada Post experiences problems with a delivery and the package arrives later than expected. We do not guarantee shipping times. Please email us if your parcel has not arrived within 3 business days of the expected delivery date.
Returns & Exchanges
How do I return a product?
Please see our Returns/Exchanges page for full details on how to do a return.
How do I exchange a product?
Please see our Returns/Exchanges Page for full details on how to do a return.
What does 'final sale' mean?
Final sale means that you cannot return or exchange the item. Final sale items are marked as such on the products page. All accessories, jewelry, socks, legwear are final sale. Some sale items are final sale and are indicated on the product page.
How do your sizes fit?
Our products come from many different designers and sizing can vary from one designer to the next. It is best to use the size charts with each product to determine the best size for you. Please see our Sizing page for more information. And you can always ask us for sizing suggestions through the Contact Us page or by clicking the "Ask a Question" tab on any product.
Where are your products made?
Most of our products are made in the USA and China. You can ask a question about a specific product by clicking the "Ask a Question" tab on the product.
How do I care for an item?
Care instructions are attached to every products label. We recommend hand washing your garment in cold water. Hang or flat dry as instructed on the care label.
An item is sold out. Will it be restocked?
Most of our styles cannot be restocked. But there is always a chance that one could come back on return. Simply click the size that you need on the product page and a popup will appear allowing you to sign up to be notified if it is restocked or if one comes back on return. If you receive a notification that the size is now available be sure to act quick before someone else purchases it.
Can you hold an item?
Sorry, we do not hold products. However, we do have a layaway option for in-store customers.
Can I purchase an item on layaway?
Customers making purchases in-store can purchase on layaway on a minimum of $75 purchase. A 20% deposit must be paid at the time of ordering. Balances must be paid within 30 days. If not paid within 30 days your order will be canceled and you will lose your deposit. Items purchased on layaway cannot be returned or exchanged.
An item I bought is now on sale. Can I get the sale price?
If you purchase an item at the original price and it goes on sale within 7 days we will issue you a store credit for the difference. Items that were purchased already on sale do not qualify.
How do I purchase an e-gift card?
E-Gift Cards are purchased just like any other item in our store. You can pay for them using the stores standard payment method(s). Once purchased, the value of the Gift Card will be added to your account.
How do I send an e-gift card?
To send a Gift Card you need to go to your account page. When you send a Gift Card, you need to specify the following. The name of the person you are sending the Gift Card to. The email address of the person you are sending the Gift Card to. The amount you want to send. (Note you don't have to send the full amount that is in your Gift Card Account.) A short message which will appear in the email. Please ensure that you have entered all of the information correctly, although you will be given the opportunity to change this as much as you want before the email is actually sent.
How do I make a purchase with my e-gift card?
On the billing page during checkout, you can enter the amount to apply from the funds in your Gift Card account. Please note, you will still have to select another payment method if there is not enough in your Gift Card Account to cover the cost of your purchase. If you have more funds in your Gift Card Account than the total cost of your purchase the balance will be left in your Gift Card Account for the future.
I'm having a problem with an e-gift card?
For any questions or assistance with e-gift cards please Contact Us. Please make sure you give as much information as possible in the email.
Can I use an e-gift card in-store?
Yes, if you have funds in your gift card account they can be used for purchases in-store.