Cancelled Orders are subject to a 3.5% fee due to non refundable fees from payment processors.
Returns and Exchanges within Canada (Please see bottom of this page for countries outside Canada)
We will gladly do an exchange or issue a web store credit code for items that are applicable for return as in our return policies below. Please read our policies below and contact us if you have any questions or concerns. We want you to be pleased as pie with your goodies, and experiences, from our store! Sale items over 10% off as noted below are not applicable for return. We do not do refunds only exchanges or web credits.
Prior to ordering, if you are unsure of sizing or fit of an item please contact us with your measurements, etc. and we will help you select the right size so as to avoid a potential return.
Items Applicable for Return/Exchange
Items that were purchased at regular price, are unworn, and unwashed (including dry cleaning) with tags still attached and/or any manufacture packaging.
Items Not Applicable for Return/Exchange
All sale items, discounted items of over 10% through use of a coupon code, intimates (such as underwear, bras, leggings, stockings, socks, bathing suites, shape wear, cosmetics, hair scarves), earrings due to health reasons, seasonal merchandise (such as ornaments, cards, and calendars) are FINAL SALE.
Items that have been washed*, altered, have odour (cigarette, perfume, deodorants, pets, etc.), have stains, or are incomplete will not be entitled to exchange or web store credit and will be shipped back to you at your cost. If you cannot be contacted within 30 days for return shipping payment, the item will be donated and no exchange/credit will be issued.
* If an item is washed and a defect found (such as colour bleeding), the item will only be accepted as a return in the event that the manufacturer admits a defect. It is recommended to follow care instructions as directed on the label - most items require either cold water wash (with a good quality detergent) or dry cleaning. Allowing items to sit in wash water, or while wet, can lead to colour bleeding. If you are concerned an item may experience colour bleed (black and white, white and red, etc.) please use a colour catcher.
If an item is damaged after using a dry cleaning service, the dry cleaning service is responsible for your item.
Certain fabrics will experience characteristic wear and tear (rayon may pill from rubbing, etc.) which is typical for that fabric - we are not responsible for wear and tear on items. Using items such as a clothes razor can help bring an item to its former glory.
If you have any questions or concerns in regards to long term care for an item please contact us.
Return Policy
Items may be only returned for exchange or web store credit. Sorry due to being a small business and labour costs we do not do refunds. All returns/exchanges must be initiated (RMA# requested - please see below in the “How To Return/Exchange an Item” section for the RMA form) within ONE week of receipt and returned in the mail within 14 days (2 Weeks) of receiving the merchandise. If your item is not post marked within 14 days of your receipt of the item(s) we may issue a 25% restocking fee.
Shipping Charges
Original shipping cost is non-refundable and we do not cover return shipping cost, except in cases where we have made a shipping error on our part or we have determined that the item is defective. The customer is responsible for return shipping charges. We highly recommend you insure your return shipment. For exchanges shipping will be invoiced via the website at actual cost of shipping, not our flat rate.
Order Issues
If you receive a defective item, damaged item, or are shipped the incorrect item please contact us asap. We will give you instructions how to deal with the issue or item. If a credit is warranted it will be made within 3 to 5 business days of us receiving and verifying the returned merchandise. Items that fall outside a manufacturer's size chart are not considered a defect unless the item may have been mistagged. Colours of items are not considered defects as may vary within small amounts ie lil lighter or darker, exact shade as photos may sometimes not catch exact colour. Blue or purple tones especially can be hard to photograph to an exact match. Flash lighting can wash items out or monitors may show differently. We try and note if extreme.
How to Return/Exchange an Item
Please ensure that the item is eligible for return/exchange as listed above in the Return Policy and that you understand our policies regarding returns. Items returned not following the outlined instructions may be subject to refusing the package and/or a restocking fee of 25%.
Canadian Returns When shipping a return, we suggest shipping via an insured method ( such as Canada Post Expedited) as we are not responsible for packages lost in the mail. Edmonton returns for web credit/exchange can be dropped off.
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Please fill out the Return Form with the necessary information in regards to the item(s) you will be returning.
- You will be issued an RMA# (Return Merchandise Authorization number) via email after the form has been received. Please only fill out one form. The web shop is closed weekends and it can take a few days for us to get to them when busy.
- Ensure your RMA# is written clearly on the front of your parcel. Not doing so will lead to delays in having your return processed.
- If you want to ship via a method that requires signature for pick up of your return, please not this on the Return Form and we will give you an authorized name to use - generic "signature required by owner" will not be accepted and will lead to your return being shipped back to you.
- Ship your parcel with RA# on outside to the address provided in the email when we issue your RA#
- Once your parcel has been received and processed you will be emailed.
Quick Exchange
Love your item but ordered the wrong size, or the colour just doesn't work, and you need it right away for a time sensitive event? Not a problem! Follow the standard return procedure and specify when you fill out the Return Form that you will be doing a Quick Exchange. Then order the correctly sized/coloured item right away! Once we have receive your parcel we will refund you the cost of the item. Easy peasy!
* Please note that to be eligible for Quick Exchange the item being exchanged for must be the same cut/style and you are only exchanging for an alternate size and/or colour.
INTERNATIONAL ORDERS OUTSIDE CANADA ARE NOT EXCHANGEABLE OR RETURNABLE.
As of Dec 2025 due to prepaid tariffs being non refundable from USA and high ship costs from other countries we can no longer offer exchanges or returns on any countries outside of Canada. Please email customerservice@retroglam.com if you have any questions before ordering.
