FAQs

1. General questions

What is the status of my order?

  • Once you have placed your order, we will send you a confirmation email to track the status of your order.
  • Once your order is shipped, we will send you another email to confirm the expected delivery date as well as the link to track your order (when the delivery method allows it).
  • Additionally, you can track the status of your order in the "Track Order" section on the Home page of the website.

Can I change my order?

  • We can only change orders that have not been processed for shipping yet. To make changes to your order, please reach out to support through our email.
  • Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.

Where do you ship?

  • We currently ship to the United States, Canada, United Kingdom and Australia.

 

2. Payment

What payment methods do you accept?

  • You can purchase on our website using a debit or credit card.
  • We additionally offer support for Visa, MasterCard, American Express, and PayPal.
  • You can choose these payment methods at checkout.

Which currency will I be charged in?

We currently only support the currency for charging our customers in USD.

If your credit or debit card uses another currency, you will be charged in USD, and your bank will apply the corresponding conversion rate.


3. Shipping

How long does it take to ship my order?

Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery. 

Standard shipping times for the countries (United States, Canada, United Kingdom and Australia) covered by our delivery partners are 7-14 working days.  The expected delivery date will be informed by email once your order is shipped. 

What if I'm not home?

If you're not home, a new delivery will be performed the next day, or the delivery partner will reach out to schedule a new delivery date, depending on the country and delivery method you choose.

You may also have to go to your local post office to collect your package in case it cannot be delivered to you.


4. Returns

Do you accept returns?

Yes, we accept returns for change-of-mind situations within 30 days of delivery. We also offer refunds and replacements for defective or incorrect items. Here's how it works:

  1. Damage, defective or incorrect items
  • If you receive a damaged, defective, or wrong item, we'll provide a refund or send you a replacement at no cost to you. Simply contact us with photos or videos of the issue, and we'll resolve it without requiring you to ship the item back in most cases.

       2. Change of mind, not fit as expected

  • If you've changed your mind, ordered the wrong size or colour, or no longer need the item, you can return it within 30 days by paying return shipping to our Canadian address. Items must be unworn, unused, and in original condition with tags attached. Once we receive and inspect the returned item, we'll process your refund.

 

Can I exchange an item?

Absolutely! We're happy to exchange items for a different size or color, subject to availability. For defective or incorrect items, exchanges are provided at no cost. For change-of-mind exchanges, you'll need to cover return shipping to our Canadian address. Please contact us with your order number to arrange an exchange.

Are returns free?

It depends on the reason for the return:

  • Defective, damaged, or incorrect items

    • Yes, completely free within 30 days of delivery! We'll provide a refund or replacement without requiring you to pay for return shipping. In most cases, you won't even need to ship the item back.

     

  • Change of mind, wrong size ordered, or no longer needed

    • You'll be responsible for return shipping costs to our Canadian return address. Once we receive and inspect the item, we'll refund the full product price (original shipping costs are not refundable).

     

How long does it take to process a return?

Returns are confirmed within 14 days of receiving the package at our warehouse.

Once your return is accepted, the reimbursement, exchange, or credit will be issued within 14 days of our services accepting your return.

 

5. Other questions


Do you have physical stores?

We currently don't have any physical stores under our brand name.

Is there a warranty?

We would gladly accept any refund or exchange request resulting from a defective item, granted they respect the conditions in the Refund and Return Policy section.

If you have a refund or exchange request resulting from a defective item, please reach us by email for more information on how to proceed.

Will I have to pay customs duties or import taxes?

Possibly, yes. Since our products ship internationally, your order may be subject to customs duties, import taxes, VAT/GST, and other fees imposed by your country's customs authority. These charges are separate from your order total and are your responsibility as the importer.

The amount varies depending on:

  • Your country's customs regulations
  • The value of your order
  • The type of products ordered
  • Your country's tax and duty thresholds

We recommend checking with your local customs office before ordering to understand potential charges. Please note that we cannot refund or reimburse customs duties or import taxes, as these are government-imposed fees beyond our control.