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Easy Returns

HOW DO I RETURN?

  • You have 7 days of receiving the item to return any unworn, unwashed pieces for an exchange or store credit. 
  • Please refer to our Return Policy below for more information.
  • To process your return please contact our Customer Service team by email. featherandpearlstaff@gmail.com
  • For international returns it is the customers responsibility to send this back to us. We recommend sending your parcel back using a tracked service.
  • When returning your item, please send it in a sealed package and include your return form. We recommend sending your parcel back to us using a tracked service.
  • Expect 14 working days for all returns to be processed once received.
  • All customers must complete and insert the return slip when returning their items. If you have lost your return slip please email us and we will send you a new one.


WHAT IS YOUR RETURN POLICY?

  • We offer FULL REFUNDS on all items within 7 days of receiving your order with an exception of Clearance/Discontinued Items and Made To Order Lingerie (see more about Made To Order Lingerie below)
  • Bridal Gowns and Bridesmaid Dresses ordered online without trying on in store are eligible for full refund within the 7 days of receiving. 
  • Sale items may also be returned for an exchange or store credit.
  • “Last Chance” and Clearance merchandise is considered final sale, and are therefore not eligible for an exchange or store credit.
  • All Made To Order lingerie is final sale. In the event that your piece(s) do not arrive for the date specified- we will then refund your pieces. 
    Please take your measurements properly using our video on IGTV.
    Please email our Customer Service team with any questions or if any fit issues occur. 


HOW LONG DOES IT TAKE TO PROCESS AND SHIP MY ORDER?

  • With the exception of pre-order items, please allow for 7 working days to process and ship your order. At that time, we will send you a shipping confirmation with tracking information.
  • We ship through Canada Post, so delivery times may differ depending on your location.
  • For any rush orders, we are more than happy to upgrade your shipping for an extra cost. Please reach out to our Customer Service team to inquire about this at featherandpearlstaff@gmail.com 


CAN I CANCEL MY ORDER?

  • You have 24 hours to cancel your order. If you ordered the wrong size or quantity by mistake, please reach out to our Customer Service team by email within this time frame at featherandpearlstaff@gmail.com 
  • Any pre-order items can be subject to change bearing the 4 week time frame. If your pre-order item has already gone into production you will need to exchange it upon delivery.


WHAT IF MY ORDER IS FAULTY?

  • If you receive a faulty item please return it to us within 14 days of receiving your order. Please remember to get in touch with our Customer Service team prior to returning.
  • Items that have been physically damaged due to use of improper tools to open your package will not be subject to an exchange or store credit. 


IF I PURCHASE ONLINE, CAN I EXCHANGE IN STORE? 

  • Absolutely! Please be in touch with our Customer Service team beforehand.
  • Please note that we may not have your size or colour in stock at the time, which will result in your item(s) needing to be ordered in, which will take 4 weeks to arrive to us.


WHERE CAN I ADD ANY SPECIFICATIONS TO MY ORDER?

  • You may add notes to the “Order Special Instructions” section when checking out. For any other assistance, please contact our Customer Service team through email.

 
WHAT IS YOUR RETURN ADDRESS?

  • We have recently moved into our new location! Our address is:

81 St. Paul street

St. Catharines, ON

L2R 3M3

 

WHAT IS YOUR CUSTOMER SERVICE EMAIL?

  • Our customer service email is featherandpearlstaff@gmail.com. Please allow up to 48 hours for us to respond to your request. This is for all order inquiries, made to measure lingerie, and any bridal inquiries only. For any other information about our boutique or our products please use the “Message Us” button at the bottom left hand corner of our webpage or DM us on Instagram.