Frequently Asked Questions

Shipping

For information on our shipping policies please visit the full shipping section found here.

Returns

For information on our return policy please visit our Return and Exchange page found here.

Exchanges

Exchanges are done by returning your original order for a refund and placing a new separate order online.  For more information please visit our Return and Exchange page found here.

Faux care 

For information on caring for your new faux piece please visit our Faux Care guide found here.

Delivery issues 

An item is missing from my order.

Please contact customer care as soon as you receive your package to resolve your issue.

The item I received is damaged.

Please contact our customer care department within 24 hours of receiving your order to resolve your issue.  You can reach us at [email protected]

My order hasn’t been delivered yet.   Why not?

Please check the tracking details that were emailed to you when your order was shipped.   Please note that all shipping services are subject to government safety regulations and as such, in the wake of Covid, there may be some shipping delays. 

If you believe your order is lost please check the tracking information to ensure it is not still in transit to you.  We apologize if you are experiencing a delay. 

If you cannot locate your parcel or you have contacted the courier shipping your order and they have said it was lost please contact customer care to have an investigation opened against your shipment with the appropriate courier. 

Please note that this process takes a minimum of 12 business days.

Online Ordering 

Do I need an account to place an order?

No, you do not. You are able to sign out as a guest; however, you will not be able to access your order history and your shipping/billing information will not be on file for quicker checkout on your next order.

What if I have forgotten my password?

If you have forgotten your password click the forgotten password link under the login section.   This will take you to the reset password page.

If I checked out as a guest how do I keep track of my order?

You will receive an email containing your invoice immediately after ordering.   When your order has been shipped you will receive an additional email with your tracking information.  You are able to track your order through the appropriate couriers tracking page.

Can I change or cancel my order after it has been placed?

If you have made an error in your order please contact us immediately. Once the order has been packed or shipped we can not alter an order.  We aim to ship every order the same day it is placed and as such move very quickly when processing your order. 

If you no longer wish to purchase the item you ordered please contact us ASAP.   We are not able to cancel an order after it has been packed or shipped and it is the customer’s responsibility to return the unwanted item.

I have a coupon code. How do I redeem it?

Enter your promotional code in your shopping cart at checkout at the link marked ‘Have a promo code?’

How do you package your orders?

Our orders are packaged in boxes appropriate for the size of the shipment.   We do not currently offer gift wrapping.

Payment 

How can I pay?

We take payment by Visa, MasterCard, AMEX or paypal.   We also offer a buy now, pay later option you can learn more about here.

What currency will I be charged in?

If you are located in Canada you will be charged in CAD.

If you are located outside of Canada you will be charged in USD. 

When do I get charged for my order?

We take payment as soon as the order is placed.

Why is my card being declined?

Please check and ensure your billing address is correct.  Even the slightest difference can trigger an AVS mismatch and your card will decline.   If after you have made sure the billing address on your order exactly matches the billing address on your card you are still having issues you will have to call your credit card provider.

Do you price match?

If an item you have ordered goes on sale within 2 weeks of purchase we will issue a store credit of the difference in price.   Store credit does not expire and can be put towards a future purchase.

Customer Care 

When will this item be back in stock?

You can sign up for stock notifications or ask one of our customer care team members to notify you when an item will be available again.

Who do I contact if I am unhappy with my item or the service I received?

You can contact our head of customer care by email at [email protected]. We would be happy to try to resolve your issue.

How do I return an international order?

You can return your order using any trackable postal service; you'll need to cover the postage costs yourself.

To avoid tax and duty charges for returns please mark your parcel as ‘returned goods’.

I have a question and would like to speak with someone.

You can contact Customer Care here for any questions you have.

Tech Questions

Is my personal information kept private?

Yes.   We do not share your data or information with any third party and we do not store any credit card information on file.  The information we provide will not be used for any other purposes except for what is outlined in our privacy policy.

I’m having trouble with your website, what do I do?

Clear your cookies and close your browser.  When you reopen and visit our browser your issue should be resolved.  

If you have any further issues you can contact customer care at [email protected]

Sizing

How do I know my size?

Each product has its own individual sizing chart.  When you select an item click on the sizing chart tab on the product page under the product description; simply cross-check the measurements with your own to ensure you have ordered the correct size.  Only sizes available in stock will be shown on the sizing chart.

I am in between sizes. What should I order?

A good rule of thumb is to size up, however, you can always contact customer care for personalized advice on sizing.   Not every coat is the same and each fit is slightly different! 

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