FAQs

FAQs
  • I'm looking for an item. Can you let me know if it's available?
    We'd love to assist you! Please contact Aritzia Concierge at 1-855-ARITZIA (274-8942) or email us at service@aritzia.com
  • What is the Return & Exchange policy for items ordered on Aritzia.com?
    Regular-Priced Merchandise

    RETURNS

    We’ve extended our online return policy. You can receive a full refund within 14 days from the shipping date or a merchandise credit within 30 days from the shipping date. After 30 days, we will no longer accept returns.

    As we take extra precautions to keep our people safe, it may take us slightly longer than usual (10-14 days) to issue your refunds. We appreciate your patience during this time.

    EXCHANGES

    We are not able to offer exchanges online. While our stores are reopening, we recommend returning your order and placing a new order online.


    Sale Merchandise

    RETURNS

    Sale items marked with a discount less than 50% can be returned for merchandise credit on a gift card if returned within 14 days of the shipping date. Sorry, no refunds to original form of payment for sale or discounted items.

    Sale items marked with a discount of 50% or greater are final sale.

    EXCHANGES

    We are not able to offer exchanges online. While our stores are reopening, we recommend returning your order and placing a new order online.

    For more information on Returns & Exchanges, click here.
  • What is the Return & Exchange policy for items purchased at Aritzia store locations?
    Extended In Store Purchases Return & Exchange Policy

    IN-STORE PURCHASE IN MARCH

    If you purchased in-store in March, we’re extending our return, exchange and merchandise credit policy to 14 days once the original store you purchased at reopens.

    After 14 days of resuming normal business operations, we will no longer accept returns or exchanges.

    Regular Priced Merchandise

    RETURNS

    Within 10 days of purchase, you can return your item and receive a refund to the original method of payment at any boutique in the country you purchased.

    EXCHANGES

    Within 21 days of purchase, you can exchange your item or receive a merchandise credit at any boutique.

    Sale Merchandise

    All sale and discounted items bought in store are final sale.
  • Can you assist me with submitting my online order?
    We'd love to assist you! Please contact Aritzia Concierge at 1-855-ARITZIA (274-8942) or email us at service@aritzia.com
  • When will I receive my order placed online?
    As soon as your order has been shipped we’ll send you an email with your tracking number. Click the link to check the progress of your shipment. Allow up to 72 hours for the tracking number to become live.

    You can also track your order from the Orders Placed page. Access your account by using your email address and password. Click on your order number in the Orders section. The tracking number will appear under the Status and Tracking column. Click the link to view tracking information for your order.

    For more information on delivery, click here.
  • Can I modify or cancel my order?
    Hit the "Submit Order" button before you're ready? We’ll do our best to help. During Aritzia Concierge hours only, you have up to 30 minutes from the time you click “Submit Order” to cancel it by contacting us at 1-855-ARITZIA (274-8942).
  • How do I request a return?
    1. Sign into your account and under My Order History, select the order containing the items you would like to return. If you used Guest Checkout and do not have an Aritzia account, just click 'Order Tracking' at the bottom of the page and fill in your information.
    2. Click on the 'Return Items' button.
    3. On the Returns page, select the items you would like to return and the reason why you want to send them back. If your item has a defect, please include details so we can work to fix it!
    4. Review your information by clicking on the 'Review Return' button.
    5. Confirm your return by clicking the 'Process Return' button.
    6. You’ll soon receive an email with your Return Number. Be sure to have your package post-marked and sent off within the 14-day period.
  • What is Afterpay?
    Instalments by Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest. For more information on how it works, see the Afterpay FAQ.
  • Help! I need some styling advice.
    Our Stylists are at your service. Please contact Aritzia Concierge at 1-855-ARITZIA (274-8942) or email us at service@aritzia.com.
  • I have questions related to COVID 19.
    Please see FAQ specific to COVID 19 here.

Still Have Questions? Contact us! We're happy to help.

  • Hours of service (PST):
  • Monday - Friday: 5:00AM - 10:00PM
  • Saturday: 6:00AM - 10:00PM
  • Sunday: 6:00AM - 10:00PM
FAQs
  • I'm looking for an item. Can you let me know if it's available?
    We'd love to assist you! Please contact Aritzia Concierge at 1-855-ARITZIA (274-8942) or email us at service@aritzia.com
  • What is the Return & Exchange policy for items ordered on Aritzia.com?
    Regular-Priced Merchandise

    RETURNS

    We’ve extended our online return policy. You can receive a full refund within 14 days from the shipping date or a merchandise credit within 30 days from the shipping date. After 30 days, we will no longer accept returns.

    As we take extra precautions to keep our people safe, it may take us slightly longer than usual (10-14 days) to issue your refunds. We appreciate your patience during this time.

    EXCHANGES

    We are not able to offer exchanges online. While our stores are reopening, we recommend returning your order and placing a new order online.


    Sale Merchandise

    RETURNS

    Sale items marked with a discount less than 50% can be returned for merchandise credit on a gift card if returned within 14 days of the shipping date. Sorry, no refunds to original form of payment for sale or discounted items.

    Sale items marked with a discount of 50% or greater are final sale.

    EXCHANGES

    We are not able to offer exchanges online. While our stores are reopening, we recommend returning your order and placing a new order online.

    For more information on Returns & Exchanges, click here.
  • What is the Return & Exchange policy for items purchased at Aritzia store locations?
    Extended In Store Purchases Return & Exchange Policy

    IN-STORE PURCHASE IN MARCH

    If you purchased in-store in March, we’re extending our return, exchange and merchandise credit policy to 14 days once the original store you purchased at reopens.

    After 14 days of resuming normal business operations, we will no longer accept returns or exchanges.

    Regular Priced Merchandise

    RETURNS

    Within 10 days of purchase, you can return your item and receive a refund to the original method of payment at any boutique in the country you purchased.

    EXCHANGES

    Within 21 days of purchase, you can exchange your item or receive a merchandise credit at any boutique.

    Sale Merchandise

    All sale and discounted items bought in store are final sale.
  • Can you assist me with submitting my online order?
    We'd love to assist you! Please contact Aritzia Concierge at 1-855-ARITZIA (274-8942) or email us at service@aritzia.com
  • When will I receive my order placed online?
    As soon as your order has been shipped we’ll send you an email with your tracking number. Click the link to check the progress of your shipment. Allow up to 72 hours for the tracking number to become live.

    You can also track your order from the Orders Placed page. Access your account by using your email address and password. Click on your order number in the Orders section. The tracking number will appear under the Status and Tracking column. Click the link to view tracking information for your order.

    For more information on delivery, click here.
  • Can I modify or cancel my order?
    Hit the "Submit Order" button before you're ready? We’ll do our best to help. During Aritzia Concierge hours only, you have up to 30 minutes from the time you click “Submit Order” to cancel it by contacting us at 1-855-ARITZIA (274-8942).
  • How do I request a return?
    1. Sign into your account and under My Order History, select the order containing the items you would like to return. If you used Guest Checkout and do not have an Aritzia account, just click 'Order Tracking' at the bottom of the page and fill in your information.
    2. Click on the 'Return Items' button.
    3. On the Returns page, select the items you would like to return and the reason why you want to send them back. If your item has a defect, please include details so we can work to fix it!
    4. Review your information by clicking on the 'Review Return' button.
    5. Confirm your return by clicking the 'Process Return' button.
    6. You’ll soon receive an email with your Return Number. Be sure to have your package post-marked and sent off within the 14-day period.
  • What is Afterpay?
    Instalments by Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest. For more information on how it works, see the Afterpay FAQ.
  • Help! I need some styling advice.
    Our Stylists are at your service. Please contact Aritzia Concierge at 1-855-ARITZIA (274-8942) or email us at service@aritzia.com.
  • I have questions related to COVID 19.
    Please see FAQ specific to COVID 19 here.

Still Have Questions? Contact us! We're happy to help.

FAQs

Shipping

Shipping


Shipping Options

Receive free standard shipping within Canada for purchases of over $50, excluding taxes, when signed into an aritzia.com account.

Service Shipping Charge Order Placed Order Delivered**
Standard $7.50 Anytime 1-4 business days
Express $10 Anytime 1-3 business days
Priority $15 Monday - Friday before 2pm Next business day
Monday - Sunday after 2pm 2 business days

**Orders placed after the shipping cut-off time, will ship out the following business day.

Please note we offer complimentary Standard Shipping for Aritzia gift cards.


Order Cut-Off Times

Standard Shipping

Orders placed Monday to Friday before our shipping cut-off time of 3pm will be shipped the same day. All orders placed after the cut-off time on Friday will be shipped the following Monday. Orders placed on weekends or holidays will be processed the next business day.

Express & Priority Shipping

Orders placed before our shipping cut-off time of 2pm will be shipped on the same day Monday to Friday. All orders placed after the cut-off time on Friday will be shipped the following Monday. Orders placed on weekends or holidays will be processed the next business day.

All orders are subject to availability and credit authentication. During sale and holiday periods, additional processing time may be required.


Shipping Restrictions

Shipping to P.O. Boxes

Please allow additional time for orders shipped to P.O. box addresses.

For orders shipped to P.O. box addresses, rural postal codes and remote locations considered "beyond points," we can reach your destination through Standard Shipping only. Please allow additional time for orders shipped to these addresses.

Shipping to Multiple Addresses

You may only ship to one address per order.

If your order contains items that require shipping to multiple locations, you’ll need to place separate orders for each address. For corporate orders, please contact Aritzia Concierge for assistance and we'll be happy to help you out.


Taxes & Duties

Prices displayed on the website do not include taxes. When you proceed to purchase your order, sales tax (where applicable) and shipping charges will be calculated on the total value of merchandise, and will be displayed on the Order Summary page.

No additional duty charges will be applicable to shipments within North America.

Purchases made using Aritzia, Tna, or Wilfred Gift Cards will be charged applicable taxes.

See our Payment & Security terms.


Order Tracking Information

Shipping Confirmation & E-Receipt Email

  1. Once an order has shipped, we'll send you an email with the tracking number.
  2. Click the link in the email to track the progress of your shipment.

Order History

You can also track your order in your order history.

  1. Sign into your account and click Order History. If you used Guest Checkout and do not have an Aritzia account, just click Order Tracking at the bottom of the page and fill in your information.
  2. Click "View Order" in your order history.
  3. Click "Track Items" to get the tracking information for your order.

It may take up to 72 hours for your tracking number to be activated.


Refused Shipments

We do our best to ensure your items arrive in perfect condition. However, in the unlikely event that your box arrives in a damaged condition, please accept the delivery and contact Aritzia Concierge so that we can get you sorted.

If you refuse your order, or any part of it without authorization from us, you’ll be responsible for all shipping charges.


Redirecting An Order

Please make sure your shipping address is correct as we can’t redirect orders once items have been dispatched. Sorry!

FAQs

Payment & Security

Payment & Security

Website Security

To help make your shopping experience more safe, simple, and secure, we use Secure Socket Layer (SSL) technology. This encrypts the data you send over the internet. If SSL is enabled, you will see a padlock at the top of your browser and you can click on this to get information about the SSL digital certificate registration.

You'll also notice that the location (URL) field at the top of the browser will begin with 'https:' instead of the normal 'http:'.

Payment Options

We accept the following payment methods:

Credit cards:
Visa
Visa Debit
Mastercard
American Express
Giftcards:
Aritzia, TNA, and Wilfred Gift Cards
Others:
Apple Pay
Afterpay

Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest. More Info, Returns & Exchanges

PayPal

For information on PayPal returns, please see our Returns & Exchange information.

Charging Payments

When you place your order, your payment will be submitted for authorization and will only be charged when your order is shipped. Charges will appear on your credit card statement as "aritzia.com".

You agree to pay the price applicable for the merchandise in your order as of the time you submitted your order ("Merchandise Price"), the delivery fees for the shipping service you select ("Shipping Fees"), and any applicable taxes. Aritzia will automatically bill your credit card submitted as part of the order process for such amounts and you hereby authorize us to do so.

We reserve the right at any time after receipt of your order to accept or decline or cancel your order (in whole or in part) for any reason. We may require additional verifications of information before accepting any order. Your order is not accepted until it is shipped. If we cancel all or a part of your order, your sole and exclusive remedy is either that (a) we will issue a credit to your credit card account in the amount charged for the cancelled portion (if your credit card has already been charged for the order) or (b) we will not charge your credit card for the cancelled portion of the order.

Taxes and Duties

To ensure the most accurate prices, taxes, and delivery costs are displayed while browsing our website, we recommend you select your country from the shipping destinations listed in the link at the top of our website.

Prices displayed on the website do not include taxes. When you proceed to purchase your order, sales tax (where applicable) will be calculated on the total value of merchandise, as well as shipping charges, and will be displayed on your Order Summary page.

Purchases made using Aritzia, TNA, or Wilfred Gift Cards will be charged applicable taxes.

Shipping Options

See our Shipping & Delivery page.

Return & Exchange Policy

Sometimes We Change Our Minds

Here at Aritzia, you, our loyal clients, are at the heart of what we do and why we do it. We’re committed to being both responsive and responsible as we move forward with everyone’s safety in mind.

FAQs

Returns & Exchanges

Returns & Exchange Resources


Holiday Gift Policy

The Gift of Everyday Luxury

It’s yours to give. Or maybe self-give. Either way, please see our Holiday Gift Policy.

We’ll gladly refund regular-priced items purchased as gifts until January 10. Refunds will be made in the same form as the original payment.

In order to be eligible for this extended return, you must select the “gift” option at checkout.

Sorry, sale items discounted 50% or more are final sale. All other sale items may be exchanged for merchandise or credit until January 10.

Merchandise must not be washed, worn or damaged. All original tags must be attached.

Layaways, intimates, bodysuits, hosiery and face masks are final sale. Aritzia gift cards may not be redeemed for cash or refunded unless required by law.

Refunds will be made in the same form as the original payment. Orders purchased via PayPal or Afterpay will only be eligible for a refund if you send your item(s) back to our distribution centre. If you return your item(s) in store, we can process an exchange or issue a merchandise credit.

How to complete your return:

RETURN TO STORE:

Simply visit your closest boutique and we’ll take care of it. Sorry, no in-store returns or exchanges on November 26, December 24 and December 26.

MAIL IT BACK TO US:

For assistance in setting up a return shipment, please call our Aritzia Concierge team at the number below. A return postage fee of $8 (plus applicable taxes) will be applied for a return label.

For more information on our returns policy, please visit www.aritzia.com/en/returns

Call us at 1-855-ARITZIA (274-8942)


Online Purchases Return & Exchange Policy

For purchases made online, you can return your purchases online and in store. Exchanges for online purchases may be completed in store or by mailing back your online return and then placing a new order. See How to Mail Back an Online Return for more information.

Regular Priced Merchandise

RETURNS

You can receive a full refund within 14 days from the shipping date or merchandise credit on an eGift Card within 30 days from the shipping date. After 30 days, we will no longer accept returns.

As we take extra precautions to keep our people safe, it may take us slightly longer than usual (10–14 days) to issue your refunds. We appreciate your patience during this time.

EXCHANGES

Online purchases can be exchanged in store. We are not able to offer exchanges online.

Sale Merchandise

RETURNS

Sale items marked with a discount less than 50% can be returned for merchandise credit on an eGift Card if returned within 14 days of the shipping date. Sorry, no refunds to original form of payment for sale or discounted items.

Sale items marked with a discount of 50% or greater are final sale.

EXCHANGES

Online purchases can be exchanged in store. We are not able to offer exchanges online.


In Store Purchases Return & Exchange Policy

For purchases made in store, you can return or exchange your purchases in store only.

Regular Priced Merchandise

RETURN AND EXCHANGE POLICY

Within 10 days of purchase, you can return your item and receive a refund to the original method of payment, at any boutique in the country you bought it from. Within 21 days of purchase, you can exchange your item or receive a merchandise credit, at any boutique in the same country you bought it in.

Sale Merchandise

All sale and discounted items bought in store are final sale.


Return & Exchange Conditions

For all returns or exchanges:

  • Items must not be washed, worn or damaged.
  • All original tags must be attached.
  • You must present a valid receipt.

The following items are final sale and not eligible for return or exchange:

  • Sale items marked at 50% off or greater
  • Intimates
  • Bodysuits
  • Hosiery
  • Face Masks
  • The Super Puff™ Personalized

Gift Cards

Gift cards may not be redeemed for cash or refunded unless required by law. All returned items purchased using a gift card will be refunded as merchandise credit back onto a gift card.

PayPal

Orders purchased via PayPal will only be eligible for a refund to your PayPal account when you mail them back to us. If you return items purchased via PayPal in store, we’ll exchange them or issue you merchandise credit.

Afterpay

Online Returns

Orders purchased on aritzia.com via Afterpay will only be eligible for a refund to your Afterpay account when you mail them back to us.

In-Store Returns

If you return items purchased on aritzia.com via Afterpay in store, we’ll refund your credit card, exchange or issue you merchandise credit, in accordance with our Online Purchase Return & Exchange Policy. Subsequent instalments to Afterpay may be required. For more information on Afterpay, please see our Afterpay FAQ.


How to Mail Back an Online Return

Note: A return postage fee of $8.00 (plus applicable taxes) will be deducted from your refund.

Follow the steps below to complete online returns for online purchases.

  1. Once signed into your account, access your Order History page and click on your order to view your order details. If you checked out as a guest, fill out the Order Tracking Form.
  2. From your order detail page, select ‘Return Items’ to fill out the return request form.
  3. Review your return details and click 'Process Return'.
  4. A Return Label has been provided with your original order. Pack and ship your return, following the instructions outlined on the Return Confirmation page. Please reference the appropriate carrier website for hours of operation and accessible return drop off locations. Be sure to have your package postmarked and sent off within 30 days of your Shipping Confirmation & E-Receipt email.
  5. If you need a new Return Label, Contact Aritzia Concierge with your return number (RXXXXXXXXX), address and phone number.

Once we receive your package, we’ll process your return within 7 to 10 business days. As soon as your return is complete, we'll e-mail you and let you know.

Returning Multiple Items from Single Order

If you’re returning multiple items, please try to include all items in one box and use one Return Label (even if they arrived in separate shipments or boxes). The Return Label used must match the order for the items you’re returning.

Returning Items from Multiple Orders

If you’re returning items from multiple orders, please contact Aritzia Concierge to set up your return.

P.O. Box Deliveries

If your purchase was shipped to a P.O. Box in Canada, please drop off your return at Canada Post.


Order Cancellation

Hit the Submit Order button before you're ready? We’ll do our best to help. During Aritzia Concierge hours only, you have up to 30 minutes from the time you click Submit Order to cancel it by calling us at 1-855-ARITZIA (274-8942) or by live chatting with us.

FAQs

Special Orders

Special Orders

Some Special Orders are currently experiencing a delay and may take a little longer to ship than expected.

  • What is a Special Order?

    Good question! Sometimes called a pre-order or backorder, a Special Order is an order that can be purchased in advance of when it arrives to our distribution centre. Special Orders let you secure items before we have them in stock. As soon as we have your Special Order ready, we’ll ship it to you directly.

  • When will my Special Order ship?

    We provide an approximate shipping date for each Special Order item — check the yellow notification on Special Order products to find this date. While we do our very best to ensure your order is shipped on or before this date, sometimes things can take a little longer than expected due to supply chain issues. Once your order does ship, you can expect to receive it in 1–4 business days, depending on whether you selected standard, express or priority shipping.

  • Any advice for Holiday Shipping?

    With gifting season upon us, we recommend you select items that are in stock and ready to ship. This will cut out the risk of supply chain issues and ensure your gifts arrive promptly. And if you’d rather skip shipping altogether, good news: we now offer digital Gift Cards. Email one to a lucky someone, and give the gift of options.

  • What happens if my Special Order is delayed?

    We’re so sorry — waiting is no fun. We definitely haven’t forgotten your order, it’s just that global supply chain issues mean delays are often out of our control. Our Concierge team will let you know about any delays. Also note that your Order History will always reference the original expected shipping date. If something changes, we’ll reach out by email.

  • When do I have to pay for Special Orders?

    We authorize your credit card for the full amount when you place your order, but you will NOT be charged until your order ships. Don't worry if more than one authorization shows up on your card — your credit card may be re-authorized by your bank periodically to make sure the charge will go through upon shipment . Please note that if the card does not have adequate funds when your bank attempts re-authorization, your order will unfortunately be cancelled.

  • What payment methods are accepted?

    We accept credit cards and Gift Cards. Unfortunately, we’re not able to accept Apple Pay, Afterpay or Paypal for Special Orders.

    A note on Gift Cards: the cost of your Special Order will be deducted from the current balance of your Gift Card. If the total amount of the purchase is more than your current Gift Card balance, the owing amount will be charged to your credit card once the item has been shipped.

FAQs

Contact Us

Contact Us

Have a question? Check out our FAQ page as your question may be answered there.

Still need help? Contact us via live chat, phone or email, and one of our Stylists will help you out.

Hours of service

  • Monday to Friday5:00AM - 10:00PM PST
  • Saturday6:00AM - 10:00 PM PST
  • Sunday6:00AM - 10:00PM PST