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FAQs

It is an unprecedented time right now, and we are asking for kindness and patience from our customers. Please note, we are doing our best to get your orders to you safely and as quickly as we can.

We've compiled a FAQ page for the most common questions we've been getting right now, as we are getting an influx of emails, we ask you check to see if your inquiry is here before reaching out!

1) My order hasn't shipped yet, what's up?

Did you order a back ordered or print to order item? Please check the product description to see if your item is product 

-Backordered items are shipping when they become available to us and we have added an estimated timeline to the product page. These items are shipped to us and dispatched from our HQ.

-Made to order items are, just that, made to order, just for you! This means we send your order to one of our suppliers based on availability. This will either be in North America, or Europe and you will get a shipping notification once it is sent out.

2) My order has shipped, but it's taking a long time, where is it?

-Local Shipping: Even if your order is shipping from Toronto to Toronto, or somewhere in Canada, Canada Post is still experiencing major delays. Keep an eye on your tracking, as this will be the most up to date information. If you wish for further updates or more information, you can contact to Canada Post to see if they have anything additional information. It's likely best to wait a little bit longer, as everyone is super busy right now, especially Canada post! Also, even if you are close to our physical location this doesn't mean your item is shipping from our store, so please refer to your tracking number, or product for the shipping origin.

-International Shipping: If you are outside of the GTA, or you ordered one of our print on demand items, it's likely your shipment is international or travelling a greater distance. Right now, the longest delays we are seeing are packages being imported into countries from elsewhere. Please be patient right now, as we are seeing delays from 1 week to over a month from expected deliveries. You will be sent a tracking link for your item where you can follow along. If your order is coming from another country you can take it to your local mail delivery service (Canada Post, USPS) once you see it has landed in your country. 

3) Returns / Exchanges

In an attempt against waste, many of our items are made to order. For this reason we ask you to be careful when purchasing as we only offer exchanges or store credit on these items in an attempt to reduce waste. 

Items must be returned to us within 10 days of receipt and be in new, unworn condition. Products purchased are returned on the customer's own expense, and we do not refund shipping from the original purchase. We are not responsible for lost items being returned to us, we suggest purchasing tracking for your items and keep an eye on them on the way to us.

Sale items are final sale, but size exchanges if available are offered. 

4) My item is shipping from the US, I thought you were a Canadian company?

With our new more sustainable made to order model, we have developed relationships with manufacturers in North America and Europe. This means, when possible we'll ship from as close a location to the customer as possible. However, due to current Covid-19 and product limitations, sometimes we may need to ship from the best possible option.

We do also ship a large number of goods from our Hamilton HQ, and usually you will find this information on the product description.

 

If you still have questions, feel free to email us at shop@hayleyelsaesser.com