FAQs

What are your delivery times?

We aim to ship your order within 5-7 business days from the date the order is received. (This excludes holidays and weekends). If we have a sale or promotion, our turnaround time during these periods may be up to 10 business days due to order volume.

Where do you currently deliver?

We only deliver to Canada.

How much will shipping cost?

Free delivery on orders over $100*

We offer free shipping on all orders over $100 within Canada*. (The $100 must be before taxes, after discounts are applied.)

Orders under $100 are subject to a flat rate shipping charge depending on your location.

Delivery under $100 in Canada

Fast delivery: $19.99

How will I know when my order arrives?

Once your order has been shipped, you will receive a shipping confirmation via email with your tracking information. Please note that it may take up to 48 hours for your tracking information to be uploaded. If you do not receive this email, please check your spam folder.

how can I modify or cancel my order?

We will do our best to accommodate any changes made after an order has been processed, but we cannot guarantee this. Please contact us immediately when you realize there has been an error and we will work with you to see what can be done.
What happens if my order is lost?

Once the carrier picks up the package from our warehouse, they are responsible for any lost or misplaced packages. However, we will do everything we can to help you if this happens. If necessary, we will initiate an investigation with the carrier. (Please note that these inquiries typically take 5-10 business days to resolve.)
What is your exchange policy?

If for any reason you are not satisfied with what you ordered, we will be happy to provide you with store credit once we receive the item(s) back. Please note that exchange requests must be made within 30 days of receiving your order. We do not provide refunds.

To make an exchange, please contact us . Indicate your order number and the reason for your exchange request. We will respond to you within 2 business days confirming the exchange and providing instructions on how to proceed. There is a 5% processing fee for handling trades. We do not provide return shipping labels, and you are responsible for shipping costs on items returned to us.

If you would like to return an item but do not wish to make an exchange, we will email you a store credit once we receive the returned item(s).

All returned items must be in resalable condition (unworn, unwashed) with tags attached and original packing slip/receipt.

All items purchased on sale are final sale.
What happens if I receive the wrong product?

Please contact us and we will be happy to help you obtain the correct product at no cost to you.
Do you offer exchanges for defective or damaged items?

We stand behind all our products. If you find that an item you have purchased online is damaged, defective or incorrect, please notify us as soon as possible. We have a 30 day return policy for all damaged or defective items, and we would be more than happy to replace the item for you.

Please contact us with a description of the damage (ideally attach a photo if possible) and your order number. We will be happy to replace the item at no cost to you.
What happens if my order is lost?

Once the carrier picks up the package from our warehouse, they are responsible for any lost or misplaced packages. However, we will do everything we can to help you if this happens. If necessary, we will initiate an investigation with the carrier. (Please note that these inquiries typically take 5-10 business days to resolve.)
Can I get a refund for delivery costs?

No, delivery charges are not refundable. The same applies to shipping surcharges applied to certain items depending on their size, weight and destination.
What should I do if I have a promotional code that doesn't work?

Please contact us and we will sort things out for you.
Who should I contact for a press, marketing or collaboration request?

Please contact us and we can send your email to the appropriate team member.

Can not find what you are looking for ?

Didn't find the answer to your question? Simply send us an email with your question, and someone from our customer service team will respond as soon as possible. Be sure to include your order number (if you have one).

Please send us an email to the following address: shop.luandju@gmail.com

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