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FREQUENTLY ASKED QUESTIONS

CUSTOMER SERVICE

Is Due West open? 

As of Friday June 11th, 2021, we are re-open for in-store shopping! Our store is located at 431 Queen Street West, Toronto, Ontario. Please see our google listing for current hours of operation.

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 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?
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 at customercare@duewest.ca and we can add you to a waiting list if we are expected to receive it or able to special order for you.

What discount codes are there?
We occasionally have discount codes available for our customers, we suggest subscribing to our emails to receive notifications when these promotions happen. If you are not subscribed, you can do so here.

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

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
ORDER PROCESSING

I just placed an order, can I change it?
If you want to change for another size, this can be done by sending us an email to customercare@duewest.caPlease note that we cannot modify orders that have already been shipped.

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. Please note that we cannot cancel orders that have already been shipped.

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. Please note that we cannot modify orders that have already been shipped.

Can I change the payment method of my order?
Yes, as long as the order has not been shipped. The order will have to be cancelled and a new order will need to be placed. 

Why was my order cancelled?
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?
In most cases the delay is due to bank processing times, they can take up to 5 - 10 business days to reflect the refund in 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 is a rare occurrence and we apologize for this inconvenience.

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?
For insurance purposes we cannot declare your order as anything other than your purchased merchandise.

 

CURB-SIDE PICKUP

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 curb-side 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 curb-side pick up order?
Yes, we can process exchanges and refunds on the spot when you arrive. 

Can someone else pick up my curb-side pick up order for me?
For your protection and fraud prevention purposes, 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 delays in tracking.

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 uses UPS and Canada Post, 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 and next steps will be provided. Please see our full return policy here.

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

What is the return policy for items on sale?
Sale priced items purchased online 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.

OUTERWEAR PRODUCT INFORMATION

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.

How do I care for my Moose Knuckles jacket?
Please see our detailed information here.

How do I spot a fake Moose Knuckles jacket?
Please see our detailed information here.

How do I choose a size of Moose Knuckles jacket?
Please see our detailed information here.

How do I care for my Parajumpers jacket?
Please see our detailed information here.

How do I spot a fake Parajumpers jacket?
Please see our detailed information here.

How do I choose a size of Woodpecker jacket?
Please see our detailed information here.

How do I choose a size of Mackage jacket?
Please see our detailed information here.

CANADA GOOSE PRODUCT INFORMATION

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.

How do I pack up my lightweight down Canada Goose?
Please see our detailed information here.

How do I spot a fake Canada Goose?
Due West is proudly an official authorized retailer of Canada Goose and all of our products are authentic. Please see more information here.

What do all of the Canada Goose fits, including Fusion Fit mean?
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.

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

About DUE WEST

With over 30 years at the forefront of Canadian style, Due West’s evolution continues. We’ve moved beyond a retail destination and become a cultural one. We’ve merged our luxury boutique, gallery and studio, creating a curated space that allows us to further define ourselves as a creative hub and true fashion collective…To read more, click here.

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