Exchange and return
Date last updated: November 16, 2020
For Original Au Coton, your full satisfaction is the most sincere motivation in the world. Our wish is that you will find clothes that give you as much happiness in wearing them as we put love in designing them. If you are not completely satisfied with the products you bought in our shop or online, our exchange and return policy is there to make your life easier.
You have 30 days to make an exchange or get a refund.
Original Au Coton under the tree🎄
Sweatshirts are all the rage this season and we know there will be plenty of them under the tree this year! In order to offer you flexibility and satisfaction, we have adapted our exchange and return policy for the occasion!
Wrong color? Bad size? No problem!
Get free shipping* on your next order when it is made within ten (10) days of your return request!
*Free shipping on exchanges is available in Canada only.
Do you live in Montreal or are you just passing through? You will soon be able to visit our boutique at 1475 Atateken Street in Montreal H2L 3L2 within 30 days for an exchange or to return a product that does not suit you. Bring the original invoice as proof of purchase.
Exchange your product or get a refund immediately, depending on the original method of payment.
Orders placed online can be returned by mail within 30 days from the date of delivery at destination. Complete your online return request and receive the return label and return instructions within 1-2 business days.
In Canada - Fixed fee of $9.95
Orders placed online and delivered to a Canadian address can be returned via Canada Post within 30 days for a flat return fee of $9.95. Complete your online return request and receive the return label and return instructions within 1 to 2 business days.
Outside of Canada
To return a product to us from the United States or elsewhere in the world, we recommend that you send your package by regular mail, postage prepaid and insured.
It is important to know that you are responsible for customs fees, taxes and other similar charges incurred by a return. The best way to avoid unpleasant surprises is to check with the delivery service of your choice, thus limiting these costs as much as possible. If we receive a return that has customs duties, taxes or other charges not paid by the customer, we reserve the right to refuse the return or to deduct the costs from the refund.
Be sure to pack your items securely by marking "Canadian Merchandise Return" on the package. Ship your package to the following address:
Original Au Coton - Return
9600 Meilleur Street
Montreal (Qc) H2N 2E3
Your order hasn't been shipped yet?
You can cancel an order as long as we have not emailed you the shipping confirmation.
If you have already received the shipping confirmation, you may return the product(s) you ordered as soon as you receive them by following the procedure described above.
Exchange and return policy
All shipping costs, including those incurred for returns, are non-refundable.
Refunds are made by the same method of payment as the original purchase.
Returns or exchanges made in store are free of charge.
Return by mail in Canada: the fixed fee of $9.95 for each return is the responsibility of the customer. Returns of orders delivered in Canada are made through Canada Post. The 30-day delay is calculated between the time the package is delivered to the customer and the time it is dropped off at a Canada Post counter for return.
Postal returns outside of Canada: all costs (customs duties, taxes, postal charges and other fees) generated by each return of merchandise are the responsibility of the customer. Returns of orders delivered outside of Canada are made by regular mail, postage paid and insured. The delay of 30 days is calculated between the moment when the parcel is delivered to the customer and the moment when it arrives at the service center of Original Au Coton.
Original Au Coton is not responsible for packages not received.
Products bought in the shop can only be exchanged or refunded in the shop.
Returns and exchanges are for a value equal to the sale price of the exchanged or returned merchandise, including taxes. Delivery costs are not refunded.
Eligibility of products for exchange or refund
All merchandise subject to return or exchange is inspected. If the goods do not meet the following criteria, Original Au Coton reserves the right not to make a return or exchange:
- The merchandise was purchased in the shop or delivered within the last 30 days (with proof of delivery confirmation)
- The goods are suitable for resale
- The merchandise is in its original packaging with its labels attached.
- The goods are in the same condition as they were at the time of delivery.
- The goods are not carried and/or not used
- The merchandise hasn't been washed
- The goods are undamaged
We do not accept returns or exchanges for the following products:
- personalized items
- jewellery for body piercing
- gift cards
- products sold on sale or marked "final sale".
Exchange or return of a defective product
If you think a product is defective, contact us immediately by email at firstname.lastname@example.org or by phone at 1-514-383-4800 giving us details about the product and the problem found. We will let you know how to proceed.
If you wish to return defective products, you can follow the return or exchange procedure described above. On receipt of the product, we will examine it carefully and inform you by email, within a reasonable period of time, of our decision whether or not to grant a replacement or refund for the defect that is the subject of the complaint. We aim to process the refund or replacement as soon as possible and in any event within one (1) month from the date we have confirmed to you by email that you are entitled to a refund or replacement. In this case, we will replace the product or refund the purchase price, delivery charges and applicable taxes using the payment method used to purchase the non-compliant product.