When will I be charged?
Payments via Apple Pay, Google Pay, PayPal, PayBright and Credit Cards will be charged once the online order is placed and confirmed.
Where can I find my order number?
A few minutes after we receive your order, we’ll send you a confirmation email that includes your order number. If you can’t find your confirmation email, check your spam folder. If you are using Gmail, check the promotions folder. If you recently made your purchase, be aware that it may take up to five minutes to process your order before you get your confirmation email.
If there’s a spelling mistake in the email address you submitted, we will not be able to send you an email. But don’t worry, your order will still be processed as normal.
If you have registered an account with us, you can check in My Account > Order history
How can I check my order status if I haven’t received a confirmation email?
If you have registered an account with us, you can check in My Account > Order history. If you placed your order as guest - please contact us.
How can I be sure to never miss another confirmation email?
Before completing your order, please make sure that you have entered the correct information. Better still, create an account to securely save your details for future purchases. You’ll also be able to check your recent orders under 'My Account' when you log in.
Can I get a VAT invoice?
It is not possible to get a VAT invoice. However, the VAT amount and rate of your purchase is stated on your invoice.
If you need your invoice, please contact us.
Which payment methods do you accept?
We accept the following payment methods in the online shop: Apple Pay, Google Pay, PayPal, PayBright and Credit Cards (Visa, Mastercard and American Express are accepted).
Can my delivery and billing address be different?
Yes, your delivery address can be different from your billing address as long as both addresses are in the same country.
All you need to do is untick the box that says 'My billing information is the same as my delivery information’ and then you can enter in your correct billing details.
Why is my online order cancelled?
Sometimes we have to cancel orders. This can be due to a number of reasons, including:
- Stock availability. It is most likely that your size ran out of stock before we could process your order.
- Payment issues. Your payment did not go through or we were not able to verify your payment details.
- Delivery address issues. You may have accidentally entered an incorrect or incomplete delivery address which we couldn’t process.
- If you have requested delivery outside of Canada.
- If product(s) shown on the website contain a (manifest) error such as being incorrectly priced or otherwise incorrectly described.
You are not charged for cancelled products. If your order, or part of it, is cancelled, you will be refunded for the cancelled products.
Will I receive a copy of my invoice?
We will not automatically send you an invoice. If you need it, please use the contact form to request it. We will email you a PDF copy of your invoice.
What emails will I receive regarding my order?
Typically, you’ll receive the following emails in regards to your order:
- Order confirmation email to acknowledge we have successfully received your order
- Shipping email containing your tracking number
How do I know if my order is processed?
You will receive an order confirmation email when your order has been placed successfully. Once you receive the shipment email your order has been processed successfully.
You can check the status of your order in the "My Account" section. This will tell you at which stage of the delivery process your order is.
Why can't I find my order in my order history?
It may be that you placed your order using the guest checkout option. In this case, the order is not associated with a registered account. If that is not the case, please contact us.
Do I need to create an account to buy from your online shop?
You don't need to have an account to place an order. However, having an account can save you time during checkout as it securely saves your address for future purchases. It’s not necessary though if you just want to place an order.
How long after receiving my confirmation email will I be able to track my order?
After you receive your shipment confirmation email, it can take up to 24 hours before you will be able to track the package online. This is because your carrier needs to scan your package before you can track it. It can take slightly longer if there’s a weekend in between.