Return Policy

♡ Return or exchange your items without any worries! ♡

Return policies are not the same in-store and online. For a return, you can choose one of the following options :

  • receive a credit note
  • make an exchange 
  • get a refund

If you live near the Niagara Region, you can return directly to our retail store Second Dance.

Sales items can be returned either for a credit note or for an exchange. They are not refundable.

The following items are final sale:

  • Bride & Bestie Boxes
  • Sale Items
  • Accessories (except shoes and veils)
  • Lingerie (except bralettes)
  • Made to Measure Lingerie Orders
  • Swimwear
  • Gift cards
  • Home items
  • Limited Edition Pre Order Items

They are not eligible for a refund, exchange, or credit note.

You have 30 days from the shipment date of your order to return items either by mail or directly in-store.

The Feather & Pearl tag at the bottom of the item identifying it as being valid for a return must not have been removed.

The item must be in its original state: it must not have been worn, washed, or damaged, and must contain all pieces (if it applies).

If you received a faulty item or if there is a problem with your order, please follow these steps

For all returns sent by mail, including exchanges, shipping fees are yours to pay. Please note that the estimated cost depends on the size and weight of the parcel. Only the post office can help you to confirm the amount of those shipping fees. We allow ourselves the right to refuse any parcel not matching our criteria.

If a parcel is refused upon delivery, related fees will be deducted from your refund. This includes, for instance, customs fees for international orders.

Please note that if ever there is an error in our inventory and we do no longer have the item that you ordered, we reserve ourselves the right to refund this item right away, so that we can solve this situation as soon as possible.

When making a return, you can choose between the following three options:

Credit note

This credit note is valid anytime (no expiry date) and exclusively in our online boutique.

Emission of credit notes and gift cards are final, they cannot be redeemed for cash.

Exchange

Valid for any other item of the same price, or the same item in a different size or colour.

If the desired item is still available, we’ll be happy to put it on hold for you. You will receive a confirmation by email within 24 hours after you submitted your return request.

For exchanges in Canada, we send the new item free of charge.

You live close by the Niagara Region? You can simply walk-in in store anytime during our business hours, and proceed with the exchange on the spot, provided the item is available there :)

For exchanges outside of Canada, the fees for the return parcel as well as for the shipping of the new item will be to your own expense. The procedure will be explained in the confirmation email mentioned before.

Refund

We refund items in full, including taxes.

We do not refund the cost of shipping and the taxes applied on the shipping fees; nor do we refund additional duties and costs at the time of delivery, for international shipments.

Refund will be made on the same method of payment used to place your order.

  •  Step # 1: Reference the order number from the email you received confirming your purchase.
  • Step # 2: Indicate the order number on the sticker placed in your parcel, that you can stick directly on the outside of your return parcel. If you can’t find this sticker, indicate your return number by hand directly on your parcel, on the outside.
  • Step # 3: Drop the parcel at the post office! Please note that shipping fees for return parcels are yours to pay. You can send it to the following address:
Feather & Pearl
122 St. Paul Street
St Catharines, Ontario, Canada
L2R 3M2
 
  • Step # 4: Your return will be processed within a few days following the reception of your return parcel, delays are of 6 business days maximum. You will receive a confirmation email then.
    Please note that we send a confirmation once the return has been processed, not when we receive it.

    • In case of an exchange, the new item will be sent by mail within the same delays (so 6 business days maximum after we received your parcel), to the address provided in the initial order. You’ll receive a confirmation email with your tracking number. If you wish to change the shipping address, please contact our customer service.
  •  Step # 1: Reference the order number sent to you in your purchase confirmation email.
  • Step # 2: Present yourself in-store with your order number and your items that you wish to return. You will be given a receipt then, please keep it until you receive confirmation that your return has been processed.
  • Step # 3: Your return will be processed within a few days following your visit in store, delays are of 6 business days maximum. You will receive a confirmation email then.In case of an exchange (for the same item in a different size or colour, or for another item of the same price), it can be done on the spot, directly in store, without the usual delay, provided the wanted item is available there :)

We sincerely apologize if you received a faulty item! Please know that all our items go through a quality check before they are shipped. However, some defects are unfortunately harder to detect as long as the item hasn’t been tried on.

If ever you notice any issues with your order or find a defect on your item, please send us pictures by email to info@featherandpearl.ca, along with your order number and a description of the issue. We allow 30 days from the day the order was shipped to make a claim, it is your responsibility to check your items in these delays.

We are willing to help you and find the best solution. In order for us to follow our protocol, it is very important that you communicate this information and pictures with us before sending your item back.

If you returned your items before sending us the related information, we, unfortunately, won’t be able to refund the shipping fees.

Do you have any questions? Keep in mind that we are totally available and that you can always contact us via live chat on Facebook, by email at info@featherandpearl.ca or over the phone at 1-905-397-9056.

Please note that return policies are not the same in-store and online.

Clothing and shoes eligible for a return can be returned within 15 days after the purchase, either for a credit note (valid in our physical stores) or an exchange.

We are not responsible for store-issued credits that may be lost, stolen or damaged. Store credits are regarded as cash, and cannot be replaced or reissued.

In-store purchases are not refundable

Returns have to be made directly in store

Returns have to be accompanied by the original receipt

All tags must still be on the item

The item must be in its original state: it must not have been worn, washed, or damaged, and must contain all pieces (if it applies)

The following items are final sale:

  • Bride and Bestie Boxes
  • Made to measure Lingerie Orders
  • Accessories (except shoes and veils)
  • Lingerie (except bralettes)
  • Swimwear
  • Gift cards
  • Home items
  • Limited edition PreOrder Items

They are not eligible for an exchange or a credit note.

We allow ourselves the right to refuse any parcel not matching our criteria.

If you have any questions about an item that was purchased in-store, feel free to contact our staff: we’ll be happy to answer all your questions! You can reach us by phone during our opening hours. You can find our boutiques’ coordinates here.