Collection: Frequently Asked Questions
ATTENTION! If you are in the United States, please familiarize yourself with your current laws regarding customs duties.
If you have any questions other than those mentioned on this page, please contact us at infos.kitschnswell@gmail.com and a member of our team will respond as soon as possible.
Customer Service
– Our team is available from Wednesday to Sunday to answer your questions.
– We are a small, dedicated team that wishes to provide you with the best service possible. When you contact us, please allow 48 hours for us to respond.
Shipping
-Shipping costs are $17.40 plus taxes. These fees apply only to Canada. If you would like to have an order shipped outside of the country, please contact us via the online shop so we can discuss shipping costs.
-Shipping is free on purchases of $150 or more before taxes. This offer applies only to Canada.
– Deliveries are scheduled from Monday to Friday, excluding holidays.
-We cannot predict delivery times with exactness. Please refer to the Canada Post website canadapost.ca to see their standard delivery times.
-If you need your items quickly, please contact us via the online shop to discuss other shipping options and additional fees for expedited service.
-When you order on our website, you will receive a confirmation number by email. You can use this number to track your package during shipping.
-When shipping packages, we choose the most advantageous carrier for you (the companies we do business with for shipping are Fedex, DHL, UPS, GLS, and Canada Post).
-Shipping costs are calculated based on the size, weight, and dimensions of the package, and the recipient's location.
-Can I change my order once it has been placed?
You have the option to modify your order before it is shipped. Please contact us by email (infos.kitschnswell@gmail.com) or by phone (514) 742-1060) as soon as possible so that we may make changes to your order before it is sent.
Rates, Customs, and International Shipping
Do I have to pay customs duties on my order?
If you are ordering outside of Canada, your country may charge you customs fees before the delivery of your order. These fees are determined by your local government and vary depending on the value of your package and your country's regulations.
Why are customs not included in the total payment of your order?
Because customs fees are imposed by your local authorities and we have no control over them. The fees will be disclosed to you once the order arrives in your country.
I am not Canadian, what should I expect regarding customs fees?
Due to policy changes in many countries, customs fees vary. Once the package is in transit, any additional charges are the responsibility of the customer.
If you are in the United States, please familiarize yourself with your current laws regarding customs duties.
What is our company's responsibility regarding customs fees and other additional charges?
As a Montreal-based company, we are responsible for ensuring that your package leaves Canada promptly. Once the package has left the country, any additional charges are the responsibility of the customer.
Can I refuse the order if I don't want to pay the customs fees?
Please be aware of the importance of paying your customs fees, because if they are not paid, Kitsch n'swell will have to pay them in order for the package to be returned to us, with the risk that the package may be destroyed. Please note that we do not refund packages for which customers refuse to pay customs fees. We strongly recommend that you inquire about your country's customs fee policies before placing an order on our website.
If you have made a purchase and would like to cancel it, please contact us as soon as possible by email ( infos.kitschnswell@gmail.com) or by phone (514) 742-1060). If the package has already been sent, we will be unable to process a refund.
In-Store Service
-Our address is 4065 Boulevard Saint-Laurent, Montreal, Quebec.
-You can choose the in-store pickup option when ordering on our website. We will send you a message as soon as your items are ready. Please allow for some delays if you ordered during holidays.
Pre-orders
-It may happen that some items are on pre-order. If this is the case, it will be mentioned in the title of the item for sale.
-Estimated delivery times for pre-order items are available on the product page. We do our best to meet the planned deadlines, but certain unforeseeable factors can cause delays. Rest assured that our team will do its best to send you your items as quickly as possible.
-If the pre-order delays exceed one month after the expected date, you can contact us to see if it is possible to grant you a refund. For any questions regarding pre-order delays, please contact us by email.
-If you order an item that is available now and an item that is on pre-order in the same order, please be aware that you will receive all items together when the pre-order item is ready to be shipped. If you want the regular items sooner, you must place two separate orders: one with the pre-order item and one with the items available now. Shipping and customs fees cannot be combined.
-For in-store pickup, it is possible to come pick up your available items even if you are waiting for a pre-order item.
Returns and Exchanges
-No refunds are possible on items. However, you can exchange your items or request in-store credit.
-You have two weeks to make an in-store exchange. If you ordered on our website, you have fifteen days from the receipt of your package to request an exchange or in-store credit. After this period, we are not legally obligated to process an exchange.
-For online orders, no refunds are possible on items. You can exchange your items or request in-store credit that you can use on our website. Shipping costs are not refunded and payment for sending your items for the exchange is at your expense. Your new items will be sent to you once the returned items have been received at the store.
Items returned for exchange must be in good condition and must not have been worn. Damaged items will not be accepted. This includes any stains, makeup traces, deodorant traces, perfume, cigarette odor, pet hair, etc. The decision regarding the exchange of the item is at the discretion of the Kitsch n'swell shop.
Non-exchangeable items
Sale items are final sales. It is not possible to exchange them for other items or for in-store credit.
Wrong item or damaged item
If you receive the wrong items or damaged items, contact us as soon as possible so that we can correct our mistake.
Privacy and Security Policy
All your confidential data is encrypted and protected. Even if you pay by credit card, you must provide your card number with each purchase. As an extra security measure, no confidential data will be kept on our server.
