CONTACT US
For questions concerning your order or for further information, feel free to contact us by email at weborders@stylexchange.com If you prefer to reach us by phone, please send us an email with your phone number and a customer service representative will contact you shortly. Our opening hours are from 9:00AM to 5:00PM Eastern Standard Time (EST) - Monday to Friday.
For questions regarding our stores or if you wish to contact our departments, please email us at info@stylexchange.com
ONLINE SHOPPING
ITEM AVAILABILITY
The inventory available on our online boutique is similar to that of our stores. For this reason, it is possible, despite our efforts in synchronizing the website’s merchandise with our stock that some items appearing on the website may be out of stock. In this case, we will inform you shortly about the unavailability.
CREATING AN ACCOUNT
Purchasing an item on Stylexchange.com is simple and fast. It is not necessary to create an account to make a purchase, however it is recommended to facilitate feedback on order statuses and updates. This also permits an even faster check out.
FORGOT YOUR PASSWORD?
If you forget your account password, click on the link. You will be sent an email with a temporary password. It is recommended to change your temporary password after logging into your account.
SECURITY
Stylexchange.com offers security during your transaction. Any personal information submitted is transmitted to a secure server through SSL (Secure Sockets Layer) technology. For more information, feel free to consult our security policy.
PAYMENT
We accept payments by Mastercard, Visa or Paypal.
Upon receiving your order, we carry out a standard pre-authorization check on your payment card to ensure there are sufficient funds to fulfill the transaction. The pre-authorization is completed once the order has been packed and is ready to be shipped. We could capture your money during the three first days if needed for security reasons. If the shipping or shipping information are incorrect or incomplete, we will contact you to confirm them before your order is shipped.
PRICE PROTECTION
If your order is still being processed, price adjustments are possible if necessary, with the condition that your exact item, in its same size, is still available on our online boutique.
Once you have received your order, you will have 14 days to ask for a price adjustment if needed, however coupons and temporary price reductions cannot be combined to our price protection program. Boxing Day, Black Friday and Cyber Monday promotions cannot offer the price protection program.
Price adjustments are only available for store credit.
SALES TAX
Orders shipped outside Canada are not subject to any sales tax.
- Quebec are subject to 5% GST and 9.5% PST on the purchase amount or a total sales tax of 14.975
- British Columbia are subject to 12% HST
- Ontario, Newfoundland and Labrador, and New Brunswick are subject to 13% HST.
- Nova Scotia is subject to 15% HST.
- Any other Canadian provinces or territories are only subject to 5% GST.
ORDER MANAGEMENT
You may cancel or make changes to your order as long as the order has not been shipped. Once your order has been shipped, it is no longer possible to cancel.
If you wish to cancel or change your order, please contact us as soon as possible at weborders@stylexchange.com
CUSTOMS
For orders shipped outside of Canada, we suggest you consult the customs legislations of your country. Stylexchange.com does not take responsibility for duty fees, brokerage fees and shipment delays due to customs, if any.
RETURN POLICY
RETURNING MERCHANDISE
If you wish to return your merchandise, you will have a 7 days delay, starting from the day you received your shipment. To return your item, we offer two solutions:
- To return your item in stores, contact customer service through email at weborders@stylexchange.com and ask for a refund. If accepted, you will receive an email with an authorization number. Instructions in the email will indicate how to proceed in returning the item at any Stylexchange store of your choice.
- To return merchandise at our offices, contact customer service through email at weborders@stylexchange.com and ask for a refund. If accepted, you will receive an email with an authorization number. Instructions in the email will indicate how to return the item to our office. Shipping fees for returning merchandise are at the customer’s expense, except when mistakes are made on our behalf.
Exchanges are accepted within a 14 days delay, starting from the day of reception. However, we suggest that you return your item and make a new purchase in order to accelerate the process. Any demand for exchanges must follow the same process as returns indicated above and require an authorization number by email.
Items bought at 30% off or over are eligible only for exchanges, unless noted in the product description.
No refunds are available for sale items – only exchange or store credit.
Returns or exchanges will not be accepted without an authorization number sent by email.
The returned merchandise must be in its original condition accompanied by its Stylexchange tag.
We do not accept exchanges or returns for underwear or swimwear.
Shipping fees are not refundable.
Returns should be shipped with a service providing a tracking number and insurance as we are not responsible for delayed or lost packages.
The balance will be refunded to your credit card within 5 business days of the reception of the item at our offices. In stores, refunds are immediate.
***Holiday Return Policy***
Exchanges are accepted until Januray 9th, 2013.
INTERNATIONAL RETURNS
All returned items should be declared as a “Return of Canadian Merchandise” on the customs declaration; returned packages that don’t have this mention on their custom declaration may not be successfully delivered to our warehouse and may incur additional fees. Shipping fees are not refundable.
SHIPPING AND HANDLING
SHIPPING FEES AND DELIVERY TIMES
All shipping services used by Stylexchange provide a tracking number. Shipments are made through Canada Post and packages are never left unattended on site. If you are not present at the shipping destination during the time of delivery, a notification will be left indicating where to pick up your package at the closest authorized Canada Post office.
An additional 1-5 business day delay is required in processing your orders. Given that our inventory is taken from our stores, we are unable to provide a faster process.
The days in the following table refer to business days and only concern the delay of the delivery of your shipment.
Canada
| Expedited Parcel | |
|---|---|
| Quebec and Ontario below $100 | 8$ (1-3 days) |
| Quebec and Ontario over $100 | FREE (1-3 days) |
| Other provinces below $100 | 12$ (5-7 days) |
| Other provinces over $100 | FREE (5-7 days) |
United States
| Expedited Parcel | |
|---|---|
| Purchases below $100 | 20$ (4-6 days) |
| Purchases over $100 | FREE (4-6 days) |
International
| Xpresspost- International | |
|---|---|
| Accepted international destinations | 60$ (4-10 days) |
The accepted international destinations are:
Argentina, Australia, Austria, Bahamas, Belgium, Belize, Brazil, Chile, China, Cyprus, Czech Republic, Denmark, , Finland, Franc, Greece, Hong-Kong, Hungary, Ireland, Iceland, Italy, Japan, Luxembourg, Malaysia, New Zealand, Norway, Netherlands, Poland, Portugal, Singapore, Spain, Sweden, Switzerland, Taiwan, United Kingdom.
WRONG ADDRESS, NON RECEIVED ITEMS AND RETURNS
If the item is not received and sent back to us by the postal service company you will be charged the actual shipping fee (not according to the above table). The price of the item will be credited once we receive the item. We will contact you to inform you when we receive the package.
