Refund policy
RETURNS & EXCHANGES
We want you to love everything you order from us. If something doesn't work out, we're here to make the return process as easy as possible.
QUICK REFERENCE: CAN I RETURN THIS?
| Item Type | Online (30 days) | In-Store (14 days) |
|---|---|---|
| Regular items | Yes | Exchange/Store Credit |
| Sale/Liquidation items | Final Sale | Final Sale |
| Le Chateau dresses & jumpsuits | Yes | Exchange/Store Credit |
| Gift cards, bodysuits, panties, shape-wear, earrings | Final Sale | Final Sale |
ONLINE RETURNS
What is your return policy for items purchased online?
You have 30 days from the original order date to return items for a refund. Items from our SALE section are final sale and can't be returned or exchanged.
Important: Le Chateau products must be returned to our warehouse using the online return centre (not in-store), and Le Chateau dresses must have both the price tag and "Read This" tag attached to be eligible for a refund.
How do I make an online return?
It's super easy! Just follow these steps:
- Visit our ONLINE RETURN CENTRE
- Enter your email address
- Select the item(s) you want to return and choose a reason from the drop-down
- Download and print your prepaid shipping label
- Pop your items (with original invoice inside) in a box, affix the label, and drop it off at any Canada Post location
A return shipping fee of $7 will be deducted from your refund. If your refund would be less than $7, we'd recommend visiting a store instead.
Please note: The online return centre is not available in Nunavut, Yukon, Northwest Territories, or the United States. If you're in one of these areas, please contact us and we'll help you arrange a return.
What condition do my items need to be in?
- Unused and unwashed (no wrinkles, stains, or odours)
- Unworn with all original tags attached
- In original packaging
- Accompanied by your original invoice (this comes with your order!)
Can I exchange items by mail?
Exchanges must be done in-store. You can return your item by mail and place a new order online for the size or colour you need. You'll be responsible for the return shipping fee and any additional shipping charges on your new order.
How soon will I get my refund?
We'll process your refund within 5 to 7 business days once we receive your package at our warehouse. It may take an additional 3 to 5 business days for the refund to show up in your account, depending on your bank's processing time.
If you paid with PayPal or Klarna and returned by mail, your account will be credited directly. If you used Apple Pay, Google Pay, PayPal, or Klarna and returned in-store, you'll receive store credit instead.
What if my item arrived damaged?
If your item was damaged when it arrived, we'll replace it with the same item (if available) at no cost. Email us at customerservice@suzyshier.ca or customerservice@lechateau.com with photos of the damage.
IN-STORE RETURNS & EXCHANGES
Can I return my online order in-store?
Yes.
- Suzy products: Any Suzy store location
- Le Chateau products: Suzy/Le Chateau combo locations only (find one near you)
- Web Exclusive items: Web Exclusive items cannot be returned or exchanged in-store. Returns are accepted by mail to our warehouse only.
You have 30 days from your original order date to make a return or exchange in-store.
What do I need to bring?
Bring your items in original condition along with your original invoice (the one that came in your package). If you don't have the invoice, you'll need to process your return by mail instead.
What are my options once I'm at the store?
You can exchange your item for a different size/colour, or receive store credit. If you paid with Apple Pay, Google Pay, PayPal, or Klarna, the refund will be issued as store credit (not to your original payment method). If you'd prefer the refund back to your original payment method, you'll need to return by mail instead.
What if I bought my item in-store?
No refunds, but you can exchange or get store credit within 14 days of purchase for unworn items with your original receipt and all tags attached. Le Chateau dresses must have both the price tag and "Read This" tag attached.
No exchange or store credit available on: Earrings, intimate apparel, or items reduced by 50% or more.
THINGS TO KNOW
- Shipping charges are non-refundable. You're responsible for the return shipping fee ($7 for mail returns).
- We don't offer price adjustments, but you can return your item within 30 days and place a new order if the product is still available.
- Items must meet all eligibility requirements to be accepted. If we receive an item that doesn't meet our policy, we won't be able to refund it or send it back to you.
NEED HELP?
Can't find what you're looking for? Our customer support team is here for you.
Email: customerservice@suzyshier.ca or customerservice@lechateau.com
We'll get back to you within 2 to 3 business days (Monday to Friday, 9am to 5pm, excluding holidays).