Returns
Please note our Christmas Return Policy starts Dec 1, 2024.
Online Returns
1. All returns are for store credit only and can only be applied to future orders.
- Credit card companies, Sezzle, Afterpay, our webhost all charge fees when a purchase is made and they do not give those fees back when we do a refund.
2. We do not offer exchanges or hold inventory until a return is back.
- This is an inventory nightmare and extremely hard to keep track of
3. All returns must be logged into the returns portal within 12 days of Canada Post stating it was delivered.
4. Returns must be shipped back no later than 14 days after Canada Post says it has been delivered. They do not have to reach us in 14 days, just be dropped off at Canada Post.
5. Return shipping is at the expense of the customer, we do not provide shipping labels or refund shipping costs.
6. All items must be tag attached or send the tagged bag if there is not tag attached. All returned items must be unworn, unwashed, scent free, hair free, pet hair free and in new condition. Shoe must be clean, please check the bottoms for pet hair, and the boxes for shoes must be protected when shipping. If they are not sellable, we cannot process the return.
7. Items that do not qualify to be returned are sale items, discounted items, special sale items, accessories, sunglasses, hats, handmade items, jewelry, bodysuits, party dresses or any other item we have marked final sale.
8. Regular returners please note, we can at our discretion implement a restocking fee for those returning above our average return rate.
9. Due to an increase in multiple sizes of one item being bought and then returned we are now charging a restocking fee on all returns where multiple sizes of the same item have been purchased (this includes different orders same day). The fee will be 25% for one being returned and 40% if both are returned. If either return brings that order under the free shipping threshold, that fee will be deducted as well. We are trying to keep it fair and protect all customers and our business. We will not be notifying you we will just do. No exceptions ie it doesn't matter who they were bought for.
10. Anything bought with a store credit from a return will be a final sale with no returns or exchanges.
11. The return portal will give you the correct mailing address to ship back to. If you choose to send it to any other address it will go back to you by Canada Post at your cost.
Use the below link to start a return. We hope to respond within 24hrs. Please include your RMA number in your package or we will not be able to complete your return.
Defective Items:
If you receive a defective item please email ashandantler@gmail.com within 48 hours of the delivery date. Please include a photo of the defective item, the defect, and the order number it came from. If we find that there was a fault we will first replace the item and if it cannot be replaced by the exact size and colour we will refund. If you choose to not have it replaced, when a replacement is available we may not provide a label.
Cancelling an order
We do not cancel orders or make adjustments for not using the payment method you had planned to. Credit card companies, Sezzle etc do not give the fees back that they charge us, when we do a refund, and as a small business we cannot absorb these fees.
We do stick to our return policy, to protect pricing, our customers and our business. We reserve the right to limit returns, make anything purchased with a store credit a final sale, and add a restocking fee for chronic returners.
Please note if you do a refusal/ return to sender on any order you receive/ trying to return via mail, we will not be issuing any money/ store credit back as we get charged with extra fees/ penalties from Canada post.
Unfortunately all USA orders are a final sale due to the tax and duties they charge to get items back into Canada.