Skip to main content

RETURN OR EXCHANGE ONLINE PURCHASED ITEMS

 

 

 

Q: Can I return an item purchased online? 

 

Yes, merchandise returns are free and must be made within 30 days of the date of online purchase.  

 

There are two ways you can return the items: 

  • In store: Items can be returned to the Aubainerie store of your choice. Please bring a copy on your invoice or purchase confirmation and the items you want to return. 

  • By mail: See procedure below. 

Q: How can I return items by mail?  

 

Aubainerie offers a free return mail service across Canada for all orders made online. 

 

To return you items purchased online by mail, follow these steps: 

  1. Take one copy of your packing lists and circle the items you are returning. For each item circled, please indicate the reason for returning it by writing down one of the following codes next to it: 
    • A. Too big
    • B. Too small
    • C. Not what I thought
    • D. Arrived too late 
    • E. Damaged or defective
    • F. Wrong item or colour
    • G. Double shipment received
    • H. Changed mind
    • I. Other
       
  2. Carefully wrap the items to be returned and attach the updated copy of the packing list. Keep the remaining copies for your records.
     
  3. Place the prepaid shipping label on your package to be returned, making sure to add your address to the "form / de" section.
     
  4. Drop off the package at a Canada Post's office.
     

For any questions regarding returns by mail, contact us by email at: service@aubainerie.com 

 

 

Q: Can I return a purchase I made in store by mail? 

  

No, only purchases made on Aubainerie.com can be returned by mail. 

 

 

Q: Do you provide a return label for online orders? 

 

Yes, a Canada Post prepaid return label is included with your package for free. 

 

Please return your items using this label. Otherwise, additional charges may apply if you use another shipping method. If you use another shipping method, be sure to return the package to this address: 

 

3DM / Aubainerie 

328 Avro Street 

Pointe-Claire, QC, Canada, H9R 5W5 

 

If the prepaid label is not in your package, contact our customer service department by emailing service@aubainerie.com or calling 1-833-303-1244. 

 

 

Q: Can I return two different orders in the same package? 

 

Yes, it is possible to return items from two different orders in one single package. It is however important to include the two packing lists. 

 

 

Q: What is the processing time for a refund? 

 

Refunds are processed 14 days within receipt of items to our warehouse. The refund is applied to the original payment method.  

 

 

Q: Will I receive a refund confirmation? 

 

Yes, as soon as we proceed to the refund, you will receive a detailed email. 

 

 

Q: How long does it take to get the refund on my credit card? 

 

Depending on your financial institution, allow 24 to 72 hours for the refund to be entirely processed. 

  

 

Q: Are shipping costs refundable?  

 

Shipping costs are non-refundable. 

 

 

Q: Can I exchange an item I bought online?  

 

Exchanges can only be processed in stores. However, you can return the original item by mail and place a new online order.  

 

Please take note that if you purchased one or more items online using a promotional code, you will need to redeem your items in store in order to benefit from the same discount. 

 

 

Q: What should I do if my item is damaged? 

  

If your item is damaged or defective when you receive it, please contact our customer service department by emailing service@aubainerie.com  or calling 1-833-303-1244. 

 

 

Q: Can I return or exchange items marked as “Final Sale”? 

 

No. Items with this mention: " This is a final sale item. It cannot be refunded nor exchanged by mail or in stores." » cannot be exchanged or refunded in store or by mail. 

 

 

Q: Can I return or exchange a sale or clearance item purchased online? 

  

Unlike regular priced items, sale items with a total discount of 50% or more off the regular price cannot be exchanged or refunded in store or by mail. 

 

 

Q: What products cannot be exchanged or refunded? 

  

For hygiene reasons, no exchange or refund is granted for the following items: 

  • Underwear for men or women (panties, bras, boxers and underpants) 
  • Swimwear for men or women 
  • Stockings for men or women 
  • Women's tights 
  • Earrings