Refund policy
OUR RETURNS AND REFUND POLICY
We will gladly refund (in original tender) your full priced online purchase (excluding custom, pre-order, special-order, discounted, coupon code, FLASH sale items, SALE, WELCOME20 and SECOND15) within 10 days of the shipping date. This means the return needs to be initiated here within 10 days (including the date it shipped) of the shipping date.
1.0 All SALE items from our SALE section are Final Sale. All items marked Final Sale are Final Sale. All code FLASH30, HIUSHAN40, GEMY40 & BF30 items are Final Sale. ALL Shoes and Earrings are Final Sale. ALL discounted items are Final Sale. No refunds, exchanges, or store credits.
1.1 Items purchased with WELCOME20 and SECOND15 discount codes and jewellery (excluding earrings) can be returned for store credit within 10 days of the shipping date. After this time, any returns will not be allowed.
1.2 Pre-order, Custom Order, Greta Constantine Special Order items can only be returned for store credit. Catherine Regehr items that have been customized beyond what is shown on model is not eligible for return and is final sale. Bespoke Orders - orders that are made-to-measure or from custom sketch - cannot be returned under any circumstances. Please note that special order timelines are approximate. Please let us know if there is a special date you need the item for.
1.3 Once an order is placed we do not accept cancellation requests. Orders will be shipped.
1.4 Special Order or Bespoke Order items cannot be cancelled. Once the order is placed, it is deemed to be final and in-process.
1.5 Swatches are not eligible for return or refund.
1.6 Pre-order items - the item arrival date is posted, but the item is not yet in stock.
1.7 Exchanges - If an exchange is provided, the exchange is only eligible for store credit. Our system does not support refunds on the exchanged item or items.
1.8 CANADA - Returns must be sent back within 5 days of initiating the return using the label provided. The 5 days includes the day it was initiated. If they are not, they will then be subject to our store credit policy. Please ensure you initiate your return here.
1.9 US & INTERNATIONAL - Returns must be sent back within 5 days of initiating the return using the label provided. The 5 days includes the day it was initiated. If they are not, they will then be subject to our store credit policy. Please ensure you initiate your return here. DHL pickups can be scheduled here.
2.0 All products must be returned in a new and unused state, in perfect condition, with all protective materials in place and original tags attached. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly. Any damage to the package, product or items needs to be documented and sent to us the day the package arrives to you.
2.1 You will be informed if we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense.
2.2 All items must be returned in the original packaging provided. Where provided, any branded packaging such as dust bags, jewellery boxes and clothing tags must be included and attached to garments in your return.
2.3 Due to hygienic reasons, all shoes and earrings are final sale. Unfortunately, no exchanges or returns will be accepted on these items.
2.4 WELCOME20 and SECOND15 is not valid towards Custom Order or Special Order items.
2.5 Shipping is non-refundable. For returns please use the portal here. Returns are subject to a non-refundable fee that will be deducted from your refund if your item is eligible for a refund. If your item is eligible for a store credit the fee is deducted from the credit. DHL pickups can be scheduled here.
2.6 If your purchase is eligible for a refund please allow 10 - 15 business days for your refund to be processed from the time we receive your package. You will receive an email from us confirming we have processed the refund.
2.7 Orders need to be returned using the above methods and within the above timelines. If they are not and they are sent back to us without proper notification and within the approved return timelines, they will be dealt with at the discretion of the returns department. They may be returned to the sender, for example.
2.8 Packages shipped from us that are not accepted by the receiver or delivered within the return window due to the receivers lack of due diligence or timely communication are not eligible for return or refund.