Frequently Asked Questions
Everything you need to know about shipping, orders, returns, product care and payments.
Shipping & Delivery
Is shipping free?
Yes. We offer free shipping on every order within Canada, with no minimum.
How long does shipping take?
Orders are processed within 1-2 business days. Delivery then usually takes 5 to 13 business days, so you can expect your order within 6 to 15 business days after placing it.
Will I get a tracking number?
Yes. As soon as your order ships, you receive an email with your tracking link. Tracking usually becomes active within 24 hours of shipment. You can follow your parcel anytime on our Track your order page.
What if my package is running late?
Weather or busy seasons can occasionally cause small delays. If your order has not arrived within 14 business days, contact us and we will look into it with the carrier.
Orders
Will I get an order confirmation?
Yes. You'll receive a confirmation email right after you place your order.
Can I change or cancel my order?
If your order hasn't been processed yet, we may be able to update it. Reach out to us as soon as possible.
What if I entered the wrong address?
Contact us right away. If the order hasn't shipped yet, we can correct it for you.
Returns & Refunds
Can I return my order?
Yes. You can request a return within 30 days of receiving your order. Contact us first and we will send you the return instructions.
What are the return conditions?
Items must be:
- Unused
- In their original condition
- In their original packaging
Return shipping is paid by the customer, unless the item arrived damaged or we sent the wrong item.
How long does a refund take?
Once your return is received and inspected, your refund is processed within 5 business days to your original payment method.
What if my item arrives damaged?
Contact us within 48 hours of delivery and include a photo. We will send a replacement or give you a full refund, shipping costs included.
Product Care & Details
Where can I find the size and material of a bag?
You can find the details of each bag in the description on its product page. Missing something? Contact us and we will check it for you.
How do I care for my bag?
Wipe it clean with a soft, dry cloth and store it in a cool, dry place away from direct sunlight and moisture.
Can I exchange a bag for another colour or style?
Yes. The fastest way is to return the original item and place a new order for the one you want.
Payments & Security
What payment methods do you accept?
We accept Visa, Mastercard and American Express, plus the express options shown at checkout, such as Apple Pay and Google Pay where available.
Is my payment secure?
Absolutely. All transactions are protected with industry-standard encryption for a safe, secure checkout.
Will I be charged any extra fees?
No hidden fees. Shipping is free, and any applicable taxes are shown at checkout before you pay.
Free Shipping
Every order ships free within Canada, with tracking included.
30-Day Returns
Not the right fit? Return unused items in their original packaging within 30 days for a refund.
Secure Checkout
Shop with confidence. Your payment and personal details are always protected.