Physical items
(apparel, stationery, anything with a shipping fee)

How to return an item and request a refund

We offer refunds for unused items, no questions asked, within 45 days of your original purchase date. It’s fine with us if you choose to try the apparels to see if they fit, just leave the tags on please.  For other items, please leave them inside their packaging. See Accepted uses to be eligible for a refund below for more detail.

  1. Take note of your order number, either from your emails or from the packaging
  2. Contact us at [email protected] with the order number and a picture of what you want to send back
  3. We will confirm with you if you are eligible for a refund and how much exactly will be refunded
  4. You can then send back your items to us to the address below, and we’ll issue the refund the moment we get it back.
  5. We will send the refund first on the original payment gateway. If something happens (expired credit card, or anything), we’ll contact you for an alternative.
  6. Note: we will only refund the shipping you originally paid for your order. We do not refund return shipping fees.

How to make an exchange instead

We offer exchanges on unused items, no questions asked, within 60 days of your original purchase date. Just like with returns, you may try on apparels, just leave the tags on.  For other items, please leave them inside their packaging. See Accepted uses to be eligible for a refund below for more detail.

  1. Take note of your order number, either from your emails or from the packaging
  2. Contact us at [email protected] with the order number and a picture of what you want to send back
  3. Mention somewhere in the email it’s for an exchange, and what you would like instead of the item you had before
  4. We will confirm with you if you are eligible for the exchange
  5. You can then send back your items to us to the address below, and we’ll have the items sent to you the moment we get it back
  6. Note: you will have to pay the shipping costs for your return, but we pay for the shipping of the new item.

Accepted uses to be eligible for a refund or an exchange at full value

You can try our apparel and still be eligible for a refund! We really want you to be able to enjoy what you purchased, so we try to be pretty lax on our “unused” status. We only ask of the following:

  • Please don’t wash the apparel
  • Keep any tags or size-stickers on
  • For swimwear, try them on with underwear, for sanity reasons
  • For non-apparel items, keep them in their packaging, if applicable
  • Try not to stain or damage the items

What about partial refunds?

If you buy anything non-apparel that you need to use to determine whether or not you want it refunded, we understand, but then we’ll only offer a partial refund between 50% or 75% of its original value, plus the original shipping costs for that item. The partial refund will be determined on a case-by-case basis. The more reasonable the use is, the better the refund value we’ll be willing to give you.

Here are some examples of items eligible for partial refund or exchange value, within their respective time limits:

  • Books with obvious signs of use
  • Apparel items that were washed and don’t fit anymore
  • Any item not in its original condition, damaged or missing parts for reasons not due to our error

Return address:

You may send your returns (or exchanges) to my personal P.O. box below:

Karine Frenette-Gaudreault
CP 99900 VT 993 502
CSP TEMPLETON EST
J8P 0C8, Gatineau
Québec, Canada

This is a better approach than sending it to our business address or returning it to the manufacturers. It’ll get in my hands quicker and it mitigates its odds to be lost. If, for some reasons, sending to a P.O. box won’t work with you, just let us know in your return email about it.

Something wrong with your order?

If the item has any damage when you receive it, please take pictures as soon as you get it and send them to [email protected] before shipping it back, as we often deal with manufacturers and it will help us streamline the process. We really appreciate it.

Then,  just follow the normal refund steps and we’ll be glad to issue a full refund the moment we have it back, both shipping fees included.

Here’s a non-exhaustive list of problems your order could have and be eligible for a full refund:

  • We didn’t send you the size you requested
  • We sent you the wrong item altogether
  • The product has visible defects (on prints or design)
  • The product has poor quality control and seems to break easily

In any case, if you notice anything wrong, just email us as soon as possible to have it sorted out and

Late or missing refunds (if applicable)

When you send back an item, please note that we live in Canada and that shipping may take some time. When you ship back your item, take note of the estimated delivery date. Then, if over 3 business days past the estimated delivery date you still haven’t got your refund, do the following:

  • First check your bank account again;
  • Then contact your credit card company: it may take some time before your refund is officially posted;
  • Next, contact your bank. There is often some processing time before a refund is posted;
  • If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

In the case a package was lost by the shipping facilities, we’ll issue the refund immediately after being aware of that.

Exceptions

Only regular priced items may be refunded. Items sold in a sale cannot be refunded. We will happily exchange the item for something of equal value, though.

Digital or Virtual items
(games and guides)

We, unfortunately, don’t offer refunds or exchanges on digital items, such as:

  • Gift cards
  • Downloadable digital products (e-books or PDF files)
  • Virtual products, such as video game codes*

* for video games, you may ask for a refund through Steam’s refund system