Collection: Frequently Asked Questions
WARNING! If you are in the United States, please familiarize yourself with your applicable laws regarding customs fees.
If you have any questions other than those mentioned on this page, please contact us at kitchnswell@gmail.com and a member of our team will get back to you 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 wants to provide you with the best possible service. When you contact us, please allow 48 hours for us to respond.
Delivery
Shipping costs are $17.40 plus tax. This fee applies only to Canada . If you wish to ship outside of Canada, please contact us through the online store to discuss shipping costs.
-Free shipping on orders of $150 or more before taxes. This offer is valid for Canada only.
– Deliveries are scheduled from Monday to Friday, excluding public holidays.
- We cannot accurately predict delivery times. Please refer to the Canada Post website at postecanada.ca for their usual delivery times.
-If you need your items quickly, please contact us via the online store to discuss other delivery options and additional charges for expedited service.
When you order from our website, you will receive a confirmation number by email. You can use this number to track your package during shipping.
-When sending packages, we choose the most advantageous carrier for you (the companies we have partnered with for delivery are Fedex, DHL, UPS, GLS and Canada Post)
-Delivery costs are calculated based on the size, weight and dimensions of the package, and the recipient's location.
-Can I modify my order once it has been placed?
You have the option to modify your order before it is shipped. Please contact us by email ( kitchnswell@gmail.com) or by phone ( 514) 742-1060 . as quickly as possible so that we can make changes to your order before it is shipped.
International rates, customs and delivery
Do I have to pay customs fees on my order?
If you order from outside Canada, your country may require you to pay customs fees before your order is delivered. 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 fees not included in the total payment for your order?
Customs fees are imposed by your local authorities and are beyond our control. The fees will be disclosed to you once the order arrives in your country.
I am not Canadian, what can I expect regarding customs fees?
Due to policy changes in various countries, customs fees vary. Once the package is in transit, any additional charges are the customer's responsibility.
If you are in the United States, please familiarize yourself with your applicable laws regarding customs fees.
What is our company's responsibility regarding customs fees and other additional charges?
As a Montreal-based company, we are responsible for ensuring your package leaves Canada promptly. Once the package has left the country, any additional charges are the customer's responsibility.
Can I refuse the order if I don't want to pay customs fees?
Please be aware of the importance of paying your customs fees. If they are not paid, Kitsch n'swell will have to pay them in order for the package to be returned to us, at the risk of the package being destroyed. Please note that we do not refund packages for which customers refuse to pay customs fees. We strongly recommend that you familiarize yourself with your country's customs policies before placing an order on our website.
If you have made a purchase and wish to cancel it, please contact us as soon as possible by email ( kitchnswell@gmail.com) or by phone ( 514) 742-1060 . If the package has already been shipped, we will be unable to issue a refund.
In-store service
-Our address is 4065 Boulevard Saint-Laurent, Montreal, Quebec.
You can choose the in-store pickup option when placing your order on our website. We will send you a message as soon as your items are ready. Please allow for some delays if you ordered on a public holiday.
Pre-orders
-Some items may be available for pre-order. If so, this will be mentioned in the title of the item for sale.
Estimated delivery times for pre-ordered items are available on the product page. We do our best to meet these deadlines, but unforeseen circumstances may cause delays. Rest assured, our team will do everything possible to ship your items as quickly as possible.
If pre-orders are delayed by more than a month after the expected date, you can contact us to see if a refund is possible. For any questions regarding pre-order delays, please contact us by email.
If you order both an item that is available now and a pre-order item in the same order, you will receive all items together when the pre-order item is ready to ship. If you want the regular items sooner, you will need to place two separate orders: one with the pre-order item and one with the items that are available now. Shipping and customs fees cannot be combined.
-For in-store pickup, it is possible to come and collect your available items even if you are waiting for a pre-ordered item.
Returns and exchanges
-No refunds are possible on items. However, you can exchange your items or request store credit.
You have two weeks to exchange your item in store. If you ordered from our website, you have fifteen days from the date of receipt to request an exchange or store credit. After this period, we are not legally obligated to process an exchange.
For online orders, no refunds are possible. You can exchange your items or request store credit that you can use on our website. Shipping costs are non-refundable, and you are responsible for the cost of shipping your items for exchange. Your new items will be shipped once the returned items are received in store.
Items returned for exchange must be in good condition and unworn. Damaged items will not be accepted. This includes any stains, makeup marks, deodorant residue, perfume, cigarette odor, pet hair, etc. The decision to exchange an item rests with the Kitsch n' Swell boutique.
Non-exchangeable items
Sale items are final sale. They cannot be exchanged for other items or for store credit.
Wrong item or damaged item
If you receive the wrong items or damaged items, please 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 for each purchase. As an additional security measure, no confidential data will be stored on our server.
