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FAQ

Customer Service:

How does the item fit?
Each brand has a unique fit. Send an email to customercare@duewest.ca to inquire about fit information on your item(s) of interest.

My item has a perfume scent. Has my purchase been worn before?
All of our products are completely new. The scent is our signature store fragrance that is made without alcohols and solvents. It is not a perfume, but a pure extract that does not contain allergens. It was tested to meet Health Canada’s very strict regulatory compliance. The fragrance is hand made by a Canadian artisan using essential oils and it will fade.

Can I see/choose the fur trim before shipment?
Send an email to customercare@duewest.ca to requests photos of fur trim options available in the style, colour and size that you are interested in.

Can I place an item on hold while I decide?
Yes, send an email to customercare@duewest.ca with the exact item, colour and size that you are interested in.

Can I use a gift card purchased in store, on duewest.ca?
Please email us at customercare@duewest.ca

What currency are the prices listed in?
CAD- Canadian Dollars. To convert prices into your local currency we suggest using a website like xe.com 

Do you carry products in store that aren't shown on your website?
No, all Due West items are listed online. We have gone through an extensive effort to integrate stock in real-time with the website, and all of our new arrivals are listed online when they arrive in store. 

Can I special order something that isn't currently in stock?
If there is a specific style you are interested in that we do not currently have, please contact us and we can add you to a waiting list if we are expected to receive it or able to special order it.

What discount codes are there?
We occasionally have discount codes available for customers, we suggest subscribing to our emails to receive a notification when these promotions happen. If you are not subscribed, you can do so here: duewest.ca/account/register

Are your products authentic?
Yes, Due West only carries authentic items, supplied directly from brands. We are proud to be authorized retailers of all of our vendor partners

Order Processing:

Can I change my order?
If you want to change for another size, this can be done by sending us an email to customercare@duewest.ca. Unfortunately we will have to cancel your order and have you place a new one to change the style. 

How can I cancel my order?
Send an email to customercare@duewest.ca with your order number and let us know that you would like to cancel. 

Can I cancel an item on my order?
Yes. Please send an email to customercare@duewest.ca with your order number and item you wish to cancel. We will process your payment and then refund you the canceled item. 

Can I change the payment method of my order?
Unfortunately we cannot. The order will have to be cancelled and a new order will need to be placed. 

Why was my order cancelled?
Unfortunately your information did not meet the requirements of our third party verification process. You can try to make another purchase using another payment method.
 
My order was cancelled/refunded, why aren't my funds available immediately?
The delay is due to bank processing times, they can take between 5 - 10 business days to reflect the refund back into your account. If you have any questions, please contact your bank.

I placed an order and then received an email saying the item(s) are out of stock. 
This rare occurrence happens when a product has been sold instore and hasn’t updated the inventory count for online in the moment of purchase. We apologize for this inconvenience. Please send an email to customercare@duewest.ca with your order number if you wish to see if a special reorder can be made to our supplier(s). 

Will I be charged duties and taxes?
Orders placed outside of Canada may be subject to the receiving country’s duties and taxes that are the expense of the purchaser.

Can you declare my international order as a gift to avoid duties and taxes?
No, for insurance purposes we cannot declare your order as anything other than purchased merchandise.

Curbside Pick Up:

When will my purchase be ready for pick up?
Orders for pick up are usually ready 24 hours after the purchase is made. It is important that you bring your ID and the payment method used to make the purchase at the time of pick up. You can pick up within our hours of operation - check our google listing for the current hours

How do I do a curbside pick up?
Come by anytime during our hours of operation and call us at 416-593-6267 when you've arrived at the front door.

Can I return/exchange my curbside pick up order immediately?
Yes, we can process exchanges and refunds on the spot when you arrive. 

Can someone else pick up my curbside pick up order for me?
Unfortunately only the person listed on the order is permitted to pick up the item and must show ID and bring the payment method used to verify the sale. 

Shipping:

I just placed my order. When will it be shipped?
Most orders are shipped next day with the exception of weekend purchases, which are shipped out on Monday. You will receive an email with a tracking number once the order has been shipped. Please note that processing delays may occur.

Why has my tracking not been updated?
At times, shipping companies have technical errors, causing shipping updates to be delayed. We suggest contacting the courier company directly.

When will my package arrive?
The tracking number link provides a time line of when your package is expected to arrive. 

The tracking said my item arrived. Where is it? 
Please check your mailbox for a delivery slip. You will be able to pick up your package from the address on your delivery slip with a valid ID and proof of address. If you did not receive a delivery slip, please send an email to customercare@duewest.ca.

Do you ship to my country?
If you do not see your country listed in the shipping options, please send an email to customercare@duewest.ca with your address and we will do our best to provide a shipping option.

Who do you use for shipping? 
Due West typically uses UPS, however we reserve the right to use another shipping provider at our sole discretion.

Do you ship to PO Boxes?
Yes, we ship to Canadian PO Boxes, using Canada Post.

Returns:

How do I make a return?
Send an email to customercare@duewest.ca with your order number and the items that you would like to return. A return label is provided to all Canadian purchases. Instructions for International returns will be emailed upon request. International returns are the expense of the purchaser. 

What is the return policy?
Regular priced items can be returned within 14 days of receipt of your shipment. Please see our return policy here. 

What is the return policy for sale?
Sale priced items can be returned within 10 days of receipt of your shipment. Please see our return policy here.

How do I exchange an item?
Send an email to customercare@duewest.ca along with your order number and item you wish to exchange. We will check that we have the stock to accommodate the exchange. Please ensure that your item(s) are in unused condition.

Can I exchange sizes/styles of an item purchased at another authorized retailer?
We only accept exchanges or returns from purchases made at duewest.ca or in store.

Warranties:

Does my jacket have a warranty? How can I get it repaired? 
Please see our warranty page HERE for more information, broken down by brand. Please note that you will need a copy of your Due West receipt.

Canada Goose:

What does TEI mean?
TEI stands for Thermal Experience Index and is Canada Goose's way of rating jackets by warmth, helping you find the best jacket for your lifestyle. Read more about this program HERE.

Does my jacket have a warranty? How can I get it repaired?
Please see more information about your Canada Goose warranty HERE. Please note that you will need a copy of your Due West receipt.

How do I care for my Canada Goose?
Please see our detailed information HERE.

Is Canada Goose on sale?
Canada Goose has a strict policy against discounting their product. Occasionally, they will allow discontinued items to go on sale. If you subscribe to our emails, you'll receive notification when those promotions happen. If you are not subscribed, you can do so here: duewest.ca/account/register

Price Adjustments and Matching:

My recent regular priced purchase is now on sale. Can I get a price adjustment?
We can make the price adjustment if your purchase was made within 14 days of the sale, and we still have stock of the style, colour and size. Price adjustments may only be made once per order.

I purchased an item on sale but now it is further on sale. Can I get a price adjustment? 
We can make the price adjustment if your purchase was made within 10 days of the sale, and we still have stock of the style, colour and size. Price adjustments may only be made once per order.

Does Due West price match other stores?

If the item is sold by an authorized retailer, is available online and meets the following conditions please email us with a link at customercare@duewest.ca

  • The same style, size, colour, material and season of the item must be in stock on the retailer’s website
  • The price to be matched must be full price, not a sale price
  • The final checkout price, including shipping fees, taxes and duty fees, must be lower than the final Due West checkout price
  • The final price is advertised in CAD

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