Frequently asked questions
Answers to the questions we receive most often about shipping, returns and orders.
Frequently asked questions
What are the delivery times?
We prepare your order within 1 to 3 business days (Monday to Friday). Delivery usually takes 5 to 12 business days after shipping, so the total delivery time is 6 to 15 business days. Details: Shipping policy.
How much does shipping cost?
Shipping is free on all orders within Canada, with no minimum order value.
Is my order shipped with tracking?
Yes. You receive a tracking link by email as soon as your order ships. It can take up to 48 hours for the carrier to record the first scan.
Do you ship outside Canada?
At the moment we ship to addresses in Canada only.
How do I track my order?
The tracking number is emailed to you after shipping. The Track your order page explains how to check the status.
Can I return my order?
Yes. You have 30 days from the date of delivery to request a return. Items must be unworn and unused, with all original tags attached, and returned in their original packaging with all parts. Details: Refund policy.
Who pays for return shipping?
Return shipping is paid by the customer, unless the item is defective or incorrect. In that case we cover it.
When will I receive my refund?
After we receive and inspect the return (usually within 2 to 5 business days), we refund the payment method used for the purchase within 10 business days of the return reaching us. Depending on your bank it can take another 3 to 10 business days to appear.
Which payment methods do you accept?
We accept credit cards (Visa, Mastercard, American Express, Discover, Diners Club, Elo, JCB, UnionPay) and Shop Pay. Details: Payment policy.
Can I cancel my order?
Email us as soon as possible at info@averyandcharles.com. If the order has not shipped yet, we cancel it and refund the amount.
How do I contact customer service?
Email us at info@averyandcharles.com or use the form on the Contact page. We reply within 24 hours on business days.
Do you have a physical store?
Avery and Charles is an online store only.