FAQ
General Questions
What is the status of my order?
As soon as you place your order, we will send you a confirmation email with which you can monitor the status of your order.
Can I modify my order?
We can only modify orders that have not yet been processed for shipping.
Once the order moves to the "Preparing for shipping", "Shipped" or "Delivered" status, it is no longer possible to make changes.
Payments
What payment methods do you accept?
We accept Visa, Master card, Maestro, American Express, JCB, Discover, Diners Club, Apple Pay and Google Pay.
In which currency will I be charged?
All our transactions are carried out in Canadian Dollars (CAD). If your credit or debit card is in another currency, your bank will apply the corresponding exchange rate based on the chosen currency and the reference country.
Shipments
Where do you ship to?
We currently ship to all addresses across Canada, including all 10 provinces and 3 territories. Free shipping is available on all orders with no minimum purchase required.
How long does it take to ship my order?
After receiving the order, we usually take 1-3 business days to process it. The average delivery time is 5-8 business days, depending on the destination. (The indicated delivery times are estimates and may vary in case of high demand periods, holidays, logistical conditions or customs checks.)
How can I track my package?
You can track your order by entering the tracking number you received from us on the "TRACK YOUR ORDER" page. Once you’ve entered the number and clicked "TRACK," you will see the status of your order.
What happens if I am not at home at the time of delivery?
If you are not present, the courier will attempt a new delivery the next day or will contact you to arrange a new appointment, depending on the country and the chosen shipping method.
In some cases, you may have to collect the package from the local post office if home delivery is not possible.
Returns and Exchanges
Do you accept returns?
We accept product returns. You may return most items within 30 days of delivery for a refund, provided that:
- The item is unused, unworn, and in its original condition.
- All original tags, labels, and packaging are included.
- The item shows no signs of use, damage, washing, or alteration.
We reserve the right to refuse returns that do not meet these conditions.
Can I exchange an item?
Yes, we accept exchanges. If you would like a different item, colour, or size, please return the original item (if eligible) and place a new order through our website.
Are returns free?
Customers are responsible for return shipping costs for unwanted items or change-of-mind returns.
Please note:
- Returned products are sent to our international returns centre in China.
- International return shipping costs may be higher than domestic shipping costs.
- Return shipping fees are non-refundable.
Before returning an item, please contact our support team. In many cases, we may be able to provide an alternative solution without requiring an international return.
How long does it take to process a return?
Returns are confirmed within 48 hours of the package's arrival at our warehouse.
Once the return is accepted, the refund, exchange, or issuance of the voucher will be processed within 10 business days of approval by our customer service.