A: VISA, American Express, MasterCard, PayPal.
Q: How do I track my order?
A: Once the item has been shipped through Canada Post, we will send you a tracking number via email, which you can then use to track your shipment.
Q: Can I return an item I bought during a sale?
A: All items purchased during a sale are final. Additionally, we do not offer store credits or exchanges on items purchased on sale. No exceptions.
Q: Can I return an item that was marked down?
A: Items that have been marked down are final sale. No returns, store credits or exchanges.
Q: Can I return an item I bought online to the store?
A: Yes! Any item purchased online can be brought to the store for a full refund, store credit, or exchange within 15 days of the ship date on your order confirmation. All returns must be approved prior to returning the item.
Q: How long does it take to process returns?
A: Returns must be made within 15 days of ship date. The refund should appear on your method of payment within 7-10 business days once we receive the item. Please see our Return Policy for information on how to make a return.
Q: What do I need to include in my return?
A: If you are returning an item in store, please bring your receipt with the date of purchase, and the item you wish to return. If you are returning the item by mail, please include the receipt and the item you wish to return in the box or envelope we shipped the item in. Please also indicate on the receipt which item from your order you are returning and include the RA# provided to you from V.O.C. Please note that all returns must be authorized.
Q: Can I pick up my order in one of the stores?
A: Yes - during checkout please select the location where you wish to pick up your order. This is a free shipping option that we offer at checkout.
Q: How do I enter a promo code?
A: Once you get the promo code, you will be prompted to enter it at checkout on the payment page.
Q: Can I use a gift card or store credit online?
A: Unfortunately, we do not have the capability to give customers access to their in store credit or allow them to use a balance on a gift card for online purchases. We will let you know if this changes!
Q: Something I bought went on sale the next day? Can I be refunded the difference?
A: Sorry – we do not honour discounts once sales and promotions are over and do not offer price adjustments. For notifications on sales, promotions, and special events, please create a customer profile to join our mailing list.
Q: There’s a sale on but I can’t make it to the store, can I still get the discount after the sale is over?
A: Please shop online and enter the promo code. We do not honour discounts or sale prices once sales are over.
Q: I had an item transferred from another store during a sales event at the stores, can I still receive the discount?
A: Yes, if we were out of stock in the item you were looking for during the sale, and you had it transferred from another store during the sale but it will arrive after the sale is over, we will honour the discount set during the sale.
Q: What countries can you ship to?
A: We can ship to most addresses around the world. Please note that there are restrictions on some products, and some products cannot be shipped to international destinations. Additionally, you may encounter additional duty and taxes upon receipt of goods based on your location. For more information on shipping, please see our Shipping & Returns Policy.
Q: How can I determine the shipping charges on my order?
A: We offer flat rate shipping (see below) for all orders under CAD$150 and free shipping to Canada for orders over CAD$150. Alternatively, during checkout you may choose to ship your order to the store and pick up for free.
Canada: $15 CAD
U.S.: $30 CAD
International: $40 CAD
Q: Can I get free shipping under $150 if a discount or promo code was applied to my order that was regularly over $150?
A: Free shipping applies only to regular priced items that total $150 or over. We will not offer free shipping to orders that have been reduced to less than $150 due to an added promotional code.
Q: How long does it take to ship/receive my online order?
A: We process our online orders within 2 business days of receiving the order.
We ship via Canada Post, which can take 3-7 business days depending on your location. Therefore, your order should arrive within 5 or up to 10 business days. We will send you a tracking number via email as soon as your order is shipped.
Q: An item that I am looking to purchase is sold out of my size or does not show my size, is it still available?
A: Please contact firstname.lastname@example.org and we will do whatever we can to get the item for you.
Q: Who do I contact if I have a question about the size or fit?
A: The sales staff at our stores are great at giving advice on size and fit! You can contact the store via telephone or stop in to the store to receive face-to-face advice:
For additional questions, please call customer service: 905-582-8822 (Monday - Friday from 9am to 5pm) or email email@example.com.
Fall 2015 Lookbook Photography: Kate Watkinson Photographs