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Return & Exchange Policy

 Return Policy

 

We want you to be fully satisfied with your purchase from us. If you need to return an item, please note that all items must be returned in the condition that they were received - Not Worn, Altered and Washed, and with All Tags Attached.

If these conditions above are met, and the item is in perfect re-sellable condition, you can return regular priced merchandise within 14 days from date of delivery for a full refund or exchange. We do not refund shipping charges.

 

The following are not eligible for refund or exchange and are considered a Final Sale.

The following categories are Final Sale:

  • All Sale Items
  • Intimates
  • Gifts with Purchase
  • Apothecary
  • Accessories
  • Grooming products
  • Gift Cards

Final Sale items cannot be returned or exchanged. If we receive a returned Final Sale item or items, the package will be returned to you, we will notify you via email, and you will not receive a refund.

  

Refund:

The cost of the returned item(s), including sales tax, will be credited to your original form of payment. Once your package has been received by us, your refund will be processed within 10 business days. You will be notified via email at the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us. Allow up to two billing cycles for a refund to appear on your credit card statement.

Please note: Returns are on regular priced merchandise only and need to be done within 14 days from date of delivery for a full refund. We do not refund shipping charges.

 

Exchanges:

Exchanges are processed as a new order. Your original form of payment will be refunded and then charged for the exchange. Exchanged items will be dispatched after the returned goods have been received and undergone a quality control check.

Please note: Exchanges are on regular priced merchandise only and need to be done within 14 days from date of delivery for an exchange. We do not refund shipping charges.

 

Return In-Store:

Returns/Exchanges are accepted in our store location. Please provide the invoice that was included in your package, so we can process your return.

We accept in-store returns in exchange for a store credit equal to the refunded amount. No cash refunds are given at the store. This store credit can only be redeemed in-store and will not be valid for online purchases.

Need to exchange size or colour of your purchased item? You can make an even exchange in-store. Please contact the store by phone or email info@citizenclothing.ca or patricktier@citizenclothing.ca prior to your visit, to ensure that the replacement item is available at the store.

 

Shipping Charges:

We do not refund shipping and handling charges, and you are responsible for all shipping costs on merchandise being returned to us.

 

Defective Merchandise:

If you believe that you have received defective merchandise, you must notify us within 3 days of receiving the product to be eligible for a refund. There are no exceptions.

 

Incorrect Merchandise:

If you were shipped incorrect merchandise (style, colour, size, etc.) please notify us within 3 days of receiving the product to be eligible for a refund. We will pay for the return shipping for incorrectly filled orders.

 

Footwear:

We do not accept returns or exchanges on shoes that are scuffed, marked, or worn.  The box that the shoes came in must be intact and not damaged. Footwear returns and exchanges must include the original designer shoe box, undamaged and free of postal labels. Footwear returns without the original designer packaging will not be accepted.

 

Order Status:

You can always check the status of your order by signing in to your account. We will be happy to make any changes to your order if you contact us before it has been processed.

 

What if I have more questions?

We're here to help, send us an email at info@citizenclothing.ca