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FAQ's - Buying from OWN THE COUTURE

How does OWN THE COUTURE classify the condition of the items listed on the website?  What do the different conditions mean?

It is important for us to ensure that what you see on the OWN THE COUTURE website is exactly what you will get, so we inspect every item to carefully assess its quality. Each item listed on the OWN THE COUTURE website is classified into one of the four following condition categories:  Pristine, Exceptional, Excellent and Very Good.

Pristine condition:  New with tags, new and never worn. Item is pre-owned in brand new condition.

Exceptional condition:  New without tags. Item does not show any signs of being worn. In perfect condition.

Excellent condition:  Gently used with light surface scratches to hardware/material but free of stains.

Very Good condition:  Light wear, minor pilling, minor snags, or minor scuffing. Shows signs of being dry-cleaned as colour degradation may be slightly noticeable or leather handbags may have slightly worn corners.

 

When will the items I purchased be shipped?

We will ship items within 2 business days after receiving cleared payment, from Monday to Friday excluding weekends and holidays.

 

What shipping service does OWN THE COUTURE use to ship items?

OWN THE COUTURE uses Expedted Post by Canada Post and all packages are insured and sent with signature confirmation. Refer to our shipping and returns page for more information. 

 

How long does it take for shipping?

Our inventory resides in Montreal so if you reside in a major center in either the Province of Ontario or Quebec, Canada Post's delivery standard for this region is one to two days. If you reside in major cities in other Provinces outside Ontario or Quebec shipping will take 2 - 4 days to arrive from time of departure. Shipping to rural areas will take between 3 to 5 days. 

Shipping to the U.S. will take 4 to 6 days.

 

How much does it cost for shipping?

Within Canada there is free shipping for any purchase greater than $250. Or a flat rate of $15.00 is charged for purchases under $250 within Canada. We charge a flat rate of $25.00 for shipping to a U.S. address.

 

What is the return tag?

We attach a return tag on all apparel and handbags and apply a return sticker on all shoes that we sell. We will only accept returns if the return tags and stickers remain on the items you wish to return. These tags will not damage the apparel, handbags or shoes. The hang-tag and the sticker are not re-attachable. 

 

Does OWN THE COUTURE accept returns?

Yes, you may return your purchases for a full refund within 14 days of receipt. (Items postmarked on the 14th day after the item was received are eligible for the return refund.) All items must be in the same condition as when received, and the OWN THE COUTURE return tags and stickers must be attached and intact in order to receive a full refund. The buyer who wishes to make a return will bear the cost of the return shipping. 

To help avoid unnecessary returns, please read the description and view the photos carefully, in particular noting the size of the item(s) and any possible flaw(s). Consult our measuring guide to help you take the right measurements to ensure the fit will always be just right.

All items purchased as part of our final end of season sales which are reduced by 40% or more will not be returnable. These items can however be made available for re-consignment. Consult our How to Consign guide to learn more about consigning with Own The Couture.

 

What will you accept if I return it?

All items you wish to return must be in the same condition as when you received them, and the OWN THE COUTURE return tags and stickers must be attached and intact in order to receive a full refund. 

 

How should I send back my return?

You must first contact our Customer Service to let us know you wish to return an item. You can do so by sending an email to customerservice@ownthecouture.com

After you have informed us that you wish to return an item you can return the item to our head office. To avoid damage to the items being shipped back to OWN THE COUTURE, it is preferable to place the items in a plastic bag before placing items in the shipping box. Since the responsibility of the return package is that of the buyer, until it is received at OWN THE COUTURE, we encourage that you properly insure the package with the carrier you have chosen. Please note that the cost of the return shipping is the responsibility of the buyer who wish to make a return. 

Once we have received your email concerning the return you wish to do we will contact you with the shipping information and instructions.

For more information on shipping and returns consult this link, shipping and returns.

 

Can I drop off my return to the OWN THE COUTURE offices myself to save the shipping fees?

Yes, you can return your purchase at the OWN THE COUTURE offices. As with all returns you must first contact our Customer Service to let us know you wish to return an item. You can do so by sending an email to customerservice@ownthecouture.com .

Our Customer Service will then schedule an appointment for you to come by and return your purchase.

 

When will I receive my refund? 

Once we receive the item(s) you wish to return, we will notify you of receipt via email. Processing returns can take up to 5 business days and another 5 days to post to your credit card. *Please note: We are happy to refund the purchase price for the item, but can not refund return shipping charges.

 

What forms of payment does OWN THE COUTURE accept?

OWN THE COUTURE accepts PayPal, American Express, Visa and Mastercard.

 

Can I see the price of an item in a different currency other than Canadian dollars?

Yes, there is a currency tab at the top of any page in the header that allows you to change the currency from Canadian dollars, to U.S. dollars or to Euros. The exchange rate is taken from xe.com.

 

Can I checkout and purchase in another currency than Canadian dollars?

Currently it is only possible for customers to checkout in Canadian dollars. Your credit card will convert the final purchase amount to your currency's exchange. 

 

Are the items listed on the OWN THE COUTURE website clean?

We require that items which are submitted for consignment be dry-cleaned, without stains or odour. 

 

Can I pick up an item in person?

Yes, once you have made your purchase online you have the option to pick up your purchase at the OWN THE COUTURE offices.

When you have added your item to your shopping cart, at Checkout simply select "Pick up at Own The Couture office" as a shipping method and the $15 shipping fee will be waived.

You will then be contacted by our Customer Service to set up an appointment for you to pick up your purchase at our offices.

 

What if I like something and want to try it on before I make the purchase, can I come to the OWN THE COUTURE office to try it on? 

Unfortunately, we have no dedicated showroom or dressing rooms at our OWN THE COUTURE office.  OWN THE COUTURE is exclusively an online store which is why we include detailed measurements of all the items listed on the site and recommend that you take your measurements to ensure that you get the right fit. Returns are of course accepted if the fit isn't right. 

If you live in the Montreal area you do have the option to come to our office to pick up your purchase or return if you desire, to avoid shipping fees.

For more information on shipping and returns consult this link, shipping and returns.

 

Do you guarantee the quality, condition and authenticity of items?

Yes, we guarantee the quality, conditions and authenticity of the products we sell. OWN THE COUTURE only accepts items which are new, nearly new and with little wear. We have a rigorous curation process in place to ensure all items are high quality and authentic. If we suspect that an item we have received for consignment is not authentic, we will contact the seller to obtain further proof of authenticity, including receipt of purchase. If we are not sufficiently satisfied as to the evidence of authenticity supplied by the seller, we will return the item to the seller.

 

If you didn't find the answers you where looking for, feel free to contact us at customerservice@ownthecouture.com.

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