Returns and Exchanges
NOTE: Covid 19 Extended Exchanges..all items less than 15% discounted are valid for extended exchanges now up to 30 days from receipt as long as they follow our regular return guidelines for items (see below).
Unsatisfied with an item you have received from us? Not a problem! We will gladly do an exchange or issue a web store credit code for items that are applicable for return. 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!
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.
Also note: Our brick and mortar Rowena & website Retro Glam are two different entities so prices, returns, etc. are not interchangeable.
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 15% 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) and returned in the mail within 14 days of receiving the merchandise. If your item is not post marked within 14 days of your receipt 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 defected. The customer is responsible for return shipping charges. We highly recommend you insure your return shipment.
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 5 to 7 business days of us receiving and verifying the returned merchandise.
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
Please note that web order returns cannot be made in our brick and mortar store. Items for return may be dropped off at our brick and mortar store but must be sealed with an RMA# attached to them and will be processed at the same time as other web returns and therefore cannot be completed on the spot. 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.
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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 to the address on the original shipping label:
Retro Glam
c/o Rowena
10544A - 82 (Whyte) Ave
Edmonton, AB T6E 2A4
- 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 Returns
Please ensure that your item is marked as a return and is shipped via your country's domestic mail carrier (USPS for the USA, Royal Mail for the UK, etc.). We are not responsible for packages lost in the mail so we suggest you insure your package and select a tracked method of shipping. We do not accept returns shipped via UPS or priority shipping due to the additional cost of brokerage and handling fees. If the value of the return is over $60.00 Canadian please contact us for instructions as we will not accept parcels back with duties and brokerage attached.
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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 issue an RMA# (Return Merchandise Authorization number) via email after the form has been received.
- Ensure your RMA# is written clearly on the front of your parcel. Not doing so will lead to delays in having your return processed.
- Ship your parcel to the address on the original shipping label:
Retro Glam
c/o Rowena
10544A - 82 (Whyte) Ave
Edmonton, AB T6E 2A4
Canada
- Once your parcel has been received and processed you will be emailed.
