Have a question? Have a look below at some of our Frequently Asked Questions.
How do I shop?
We are now open for in-store shopping! However, we still need to comply with public health guidelines related to COVID-19, and we recommend customers book an appointment to shop.
Also, our website is now fully shoppable! That means that all the same styles that you would find in our store are available for you to shop from the comfort of home. Our staff are also available to answer any questions you have about the styles we carry.
Click here to contact us with any questions you have, or call us at 416-778-7601.
Do I really need to book an appointment?
No, but we do recommend it. We are still required to limit our in-store capacity to ensure physical distancing within the store. While we do our best to accommodate walk-ins/last minute appointments as much as we can, it is not always possible. Having an appointment guarantees you the time to shop.
If you're coming to pick up an online order, there is no need to book an appointment.
To book an appointment to shop, give us a call at 416-778-7601. If we're not able to come to the phone, please leave a message with your name, number, and the date you'd like to come in and we'll get back to you as soon as we can.
How do I get my stuff?
We have some easy and convenient options to get your items to you.
- Shipping via Canada Post. We offer free shipping on orders over $150, and $15 flat rate for orders under $150. Just select "shipping" at checkout.
- Curb Side Pickup. If you're in the area and would prefer to pick up your order at our Danforth Ave. store, just select "pick up" at checkout. Once your order is ready, you'll receive a notification that it's ready to be picked up at any time during our business hours. The best part? This option is always free!
- Accelerated Delivery via Mile1. If you're in the GTA and your postal code is within the service area, you'll be given the option to choose accelerated delivery courtesy of Mile1. Once your order is ready to go, you'll receive both an email and text message to arrange a delivery time that's convenient for you. Then a Mile1 driver will bring your order to you, often within 24 hours! This option is free for orders $150, and only $10 for orders under $150.
I selected curb side pickup. Do I need to call before I come to pickup my order?
No need to call ahead of time, and no need to book an appointment. Just come to our store during our business hours to pick up your order.
Currently, our hours are as follows:
When you arrive to pick up your order, please provide your first and last name and/or order number. We also request that you wear a mask when picking up your order.
How will I know when my order is ready for curb side pickup?
When your order is ready, you'll receive a notification that it's available to be picked up. The notification will either arrive by text message or email, depending on the contact information you provide when placing your order. And don't forget to check your junk mail!
While we're usually able to pack orders fairly quickly, sometimes we do get busy, so please wait until you've received a notification that your order is ready before heading to the store.
I placed an order for curb side pickup, but it's been a few days and I haven't received a notification. What's taking so long?
When your order is ready for pickup, a notification is sent either by email or by text message, depending on the contact information you provided when placing your order.
If you haven't received an email notification, be sure to check your email's spam folder or promotions folder.
Also, if you didn't provide an email address when placing an order, you may have received a text message instead indicating that your order is ready for pickup.
In most cases, orders are filled within 24 hours, unless there's a holiday. If you haven't received a notification via text or email, please call us to follow up.
I selected the wrong delivery method. What do I do?
If you selected Mile1 or delivery via Canada Post, but would prefer curb side pickup, please contact us right away to make arrangements. Do not contact Mile1 or Canada Post directly.
Please note that once your order has left our store and is in possession of Mile1 or Canada Post, we are no longer able to offer curb side pickup on that order.
What are your COVID-19 protocols?
Effective Friday, June 11 2021, we are permitted to allow in-store shopping. We are offering in-store shopping by appointment, with a capacity of 3 people permitted in the store at a given time. We are also required to collection contact information for contact tracing purposes, as indicated by public health directives. We appreciate your patience and cooperation.
Currently, our staff wear masks at all times while at work, and we require that our customers do the same, whether shopping in person or picking up an order.
We will also communicate with our customers when public health guidelines affect our business. Information will be available on our website and on social media, or you can sign up for our mailing list at the bottom of our home page to receive updates directly to your inbox.
Your website shows the size I want, but your staff are telling me it's sold out. Why?
Our website often shows sizes and colours that exist and that were initially available. To see whether or not a size is in stock, you must go to the product page and click on the colour and size you want in order to see if it is in stock. You can also sign up for an alert to be notified if and when the item you want is back in stock.
The item I want is sold out online. Do you have it in stock at your store?
Unfortunately, our inventory is the same online as it is in our store. So if an item is sold out online, we don't have it in our store.
However, you can sign up to receive an email when an item you want is back in stock. Just click on the item and size that you want, then click "Notify me when back in stock," and you'll receive an email when we have the item available again.
I don't see the item I'm looking for on your website. Can I buy it from your store?
Currently, all the styles we carry in our store are available for purchase on our website. We don't have additional styles or sizes in our store.
What's your return policy?
We offer exchanges or store credit on regular or promotional priced items within 14 days of receipt of the items. Unfortunately we do not offer refunds. Sale items are final sale.
You can read our return policy in full by clicking here.
How do I try things on?
Effective Friday, June 11 2021, we are permitted to allow in-store shopping. We are offering in-store shopping by appointment, so if you'd like to try something on, please call us at 416-778-7601 to make an appointment.
However, during lockdown periods when non-essential retailers are required to be closed, we are unable to allow customers in our store for in-person shopping, which includes trying things on.
That being said, outerwear and footwear can be briefly tried on curb side to confirm fit.
Can I buy two sizes of something, then return the one that doesn't fit?
Since we're unable to give a refund for the item that gets returned, we strongly advise against doing this.
If you're unsure about a size, our staff are available and happy to help guide you to the right size. We're also happy to exchange an item for a different size should the size or style you choose not work out.
What's the difference between a store credit and an exchange?
A store credit is similar to a gift card that can be used in our store at a later time. It is issued in the amount you initially paid for the item you're bringing back. That dollar amount can then be deducted from a future purchase.
An exchange is when you return an item and take another item as an exchange in the same transaction. You can exchange your item for anything else we have in our store. The value of the item you are bringing back will be deducted from the cost of the new item.
Can I buy something curb side?
You can! If you see something online but would like to see it in person before buying, stop by our Danforth Ave. store during our business hourse and we'd be happy to show you the item at the door. Be sure to bring a payment method that is tap enabled.
Can I buy something over the phone?
You can! Call us during our business hours with the style information and sizes of the items you would like to buy (all available on our website) and we can process your transaction over the phone.
Don't you have my credit card information on file?
For your protection, we do not keep, nor do our staff have access to, any credit card information from previous purchases.
I sent a Direct Message on Instagram/Facebook but didn't get a reply. Why not?
Although we try to be as active as possible on social media, we're unable to regularly monitor direct messages on social media channels. Instead, if you require assistance please reach out to us via email at firstname.lastname@example.org, or by phone at 416-778-7601. Or click here to use our contact form.