Shipping & returns

SHIPPING INFORMATION

 

Shipping Costs:

In Store Pickup - FREE!

Local Delivery Ladysmith - Lantzville - FREE! (Delivery Schedule: Mondays, Wednesdays & Fridays. Ladysmith deliveries only on Fridays.)

Standard in Canada rates vary province to province:

Orders from $0 to $149.99:

British Columbia- $12

Alberta- $15

Saskatchewan- Manitoba- $18

Ontario-New Brunswick- $20

All Maritimes and Northwest Territories- $22

Orders of $150 or more - FREE standard UPS ground shipping

Express:

We use UPS and rate ranges from $22-$38 depending on province of origin.


SHIPPING | We ship via UPS to offer you the most economical shipping method possible. If you would like to have speedier delivery on your product(s) purchased we do have a UPS Express option. When your item ships, you will receive an email with the parcel number, this is a delivery confirmation number, NOT a tracking number. The number may not show or be updated within the UPS system even though it has shipped.

Most in-stock items ship within 2-4 business days of ordering; however, some orders may take up 3-5 days (business) to process depending on weekends or holidays. We cannot refund for express shipping charges if orders are shipped within this 48 hour processing time prior to shipping.

If an order is placed online, we will ship the order and cannot have it ready for an in store pick up at this time.

PLEASE NOTE that we are not responsible for lost, stolen or undelivered packages but will work with you to make this right. We do put a mandatory signature required at time package is delivered so as to keep track of delivered package. If you’d like to add insurance to your shipment, please contact us prior to ordering. 

INTERNATIONAL SHIPMENTS | Delivery for international orders varies by country but takes an average of 5-12 business days once the order ships. Please note we cannot control customs delays and while it is rare, packages may often take 3-5 weeks to deliver to International desitations. If you need a guaranteed service please select FED EX as a carrier.

DUTIES FOR INTERNATIONAL ORDERS | We are not in control of any country-specific tariffs and duties imposed on your order by your respective government. Taxes and duties will likely be charged on the items you order. If taxes and duties are placed on your package by officials, the fees will be your responsibility. If you used a promotion code on your order, you will be charged taxes and duties based on the original price. We are legally obligated by Border Agencies to show the original price of any item(s) purchased.

DELIVERY | We ship to the address listed in the order confirmation. Any packages returned due to a wrong or incorrect address will be issued a refund less original shipping costs. Make sure and double check that your address is correct.

EXPRESS ORDERS | Express orders must be received before 1PM PST to be shipped within two business days. Please choose UPS Express for expedited shipments. We cannot guarantee delivery dates using a UPS standard shipping choice. 

 

What is our return policy? 

We accept products bought from Quintessential in new condition in original packaging + tags attached for store credit only. There’s no restocking fee for items sent back on time( within 14 business days) and return shipping fee is paid by the customer. We do not offer exchanges unless you have sent us documented pictures of the damaged item within 3 days of receiving and we have available stock to hold for you. Please note all final sale items, intimates, jewelry, and accessories are not eligible for refund, exchange, or store credit. Sale items purchased at a discount of 20% or more, including items bought with discount or promo codes are not eligible for a refund, exchange or store credit. Once we get your items back your refund will be issued in store credit which will be e-mailed to you.  Items must be returned unworn, unwashed, undamaged, unused, and with all original tags attached and packaging included. 

Is it easy to return items?

Once your return for an unwanted product is authorized, you are responsible for sending package back via Canada post within 14 days after you have received product.

If you have a defective and or manufacturer damaged product please send pictures via email to [email protected] along with invoice number in subject line. State item in description (if you have purchased more than 1 item). We will send you a return authorization number and organize a return shipping label for you.

How soon will I get my store credit?

Once your items are inspected by the store, you'll get your store credit notification via email typically within 5-7 business days. 

What items are refundable for a store credit?

  • Items purchased in the last 14 days.

  • Full priced items in new condition. Item must be undamaged, unworn, unwashed with tags attached and original packaging.

    (Accessories, Intimates(bralettes and bodysuits), and Jewelry are excluded and always FINAL SALE.)

What items are non-refundable?

  • Items marked as final sale.

  • Free gifts or promotional items with retail value.

  • Accessories, Intimates(bralettes and body suits), and Jewelry are final sale.

  • Items marked as FINAL SALE, Accessory, or purchased at a discount of 20% or more off.

  • Sale items including items purchased during flash sales or with a code.

  • RETURNS | We love what we do and we want you to love your items. Brand new unworn, unwashed NON-sale clothing with no stains, visible wear, smells, or animal hair with tags attached may be returned within 14 days of purchase for store credit ONLY, no refunds.

  • Shoes must be Brand New and not have been worn outside to be applicable for STORE CREDIT.

BEFORE YOU RETURN | Due to hygiene reasons all accessories (including hats & headbands), jewelry, bodysuits, bralettes, seamless wear + items on sale are final sale only. We do have a great sizing chart for these particular items so as the fit will be as true as possible. 

Sale items are FINAL SALE. NO EXCEPTIONS. (weekly specials, Featured Sale items, Intimates, Bodysuits, Accessories, and Jewelry). 

ALL ITEMS ENDING IN $.99 at the time of purchase are FINAL SALE

CREATE A RETURN | First, verify your item is not final sale. Second, if it has been over 30 days the item(s) are not returnable.Items must be returned within 14 days to receive a FULL refund after 14 days items will be charged a restocking fee of 25%. If you're still good then you can initiate your return using our RETURN option.

INCORRECT OR DAMAGED ITEMS | If you receive a damaged item please notify us within 3 days of receipt.  It is the customers' responsibility to inspect all deliveries within 3 business days of receipt. For a fast response on damaged items email us a picture of the damaged area so we can put a new item aside for you asap so as not to lose out on that item. As soon as the damged item is returned we can mail out the new one. All damaged items must have tags still attached and be in unworn condition in order to be replaced. Any damages resulting in customer cutting package with scissors, washing incorrectly and/or cutting garments unfortunately will not be replaced. 

STORE CREDIT | Returns will be processed within 5-7 business days of being received at our warehouse in Nanaimo, BC. You will be issued store credit for the amount of the item at the time of purchase minus incurred shipping charges and/or restocking fee. Items returned that are final sale will be shipped back to the customer or charged up to a 50% restocking fee. Store credit will be emailed to the customer's email account that was created at checkout. Please note that all store credits will expire after a year.