F.A.Q.
Important Shipping Update
- Will you switch back to Canada Post?
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Yes, we plan to switch back once we are confident there will be no further disruptions to Canada Post services or once the labor disruption has ended. We will keep you updated with any changes.
- How does the switch to Purolator affect my order?
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With the switch to Purolator, your order will still arrive within the usual 3-7 business day delivery window.
- PO Box addresses: Purolator cannot deliver to PO Boxes or community mailboxes. Please provide a physical street address for your order.
- Remote/Rural Areas: Purolator may not deliver to select remote and rural areas.
Need help confirming delivery to your area? Visit Purolator.com to contact them directly for assistance in confirming delivery availability in your area.
- How will I track my package with Purolator?
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You can track your package the same way you do today. The only difference is that the tracking link you receive will direct you to Purolator's system instead of Canada Post. For more details on tracking your order, please visit our "How can I track the status of my order?" FAQ.
- Will the shipping cost change now that you’re using Purolator?
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No, shipping costs will remain the same.
- What happens if I need to return an item?
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We understand that returning a purchase is sometimes necessary, and we are committed to providing flexible options during the Canada Post strike. The following adjustments have been made to our return process:
Important Notice: No Mail-In Returns During Strike
Mail-in returns cannot be processed while the strike is ongoing. Our mail-in return portal will remain offline during this period, meaning you cannot request a return label or initiate mail-in returns.You have the option to return eligible items in-store or take advantage of the revised return policy for online orders by waiting until the strike ends to complete your mail-in return.
- What will happen to my return that I have already shipped back with Canada Post?
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Any returns you’ve already shipped will be held by Canada Post until the strike ends. Unfortunately, we cannot process these returns until postal services resume. Once the strike concludes, your return will be processed, and we will notify you as soon as it’s completed.
In the meantime, if you have any concerns or questions, feel free to contact our Customer Care for assistance.
- Will the return policy change for online orders during the strike?
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Yes, adjustments have been made to accommodate the strike:
- Online Purchases: All eligible online purchases made after October 11, 2024, can be returned up to 30 days after the Canada Post strike concludes.
- In-Store Purchases: Purchases made in-store between October 11 and December 6, 2024, can be returned or exchanged until January 6, 2025, under our holiday return policy. Purchases made after December 6 will follow our standard 30-day return policy.
- Purchases made after the strike ends will follow the standard 30-day return policy.
All returns must comply with the terms outlined in our regular Return Policy.
- Who should I contact if I have issues with my Purolator delivery?
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Please contact Customer Care. If your package has been marked as delivered, please reach out to Purolator through their Contact Us page.
Due to ongoing labor disruptions at Canada Post we have temporarily transitioned to Purolator for order shipments to maintain smooth and timely deliveries.
As a preferred Purolator partner, we are maintaining our usual shipping transit time.
In-Store & curbside pick-up
- What is free in-store pick up and how to place an order?
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Our free in-store pick-up service is safe and convenient. Before adding an item to your cart, check the availability of the product in your desired store location. If available, add the product to your cart and then select the Store Pick Up option at checkout. You’ll be then asked to confirm the store where you’d like to pick up your item. If your store of choice does not appear on the list, it is because the product is unavailable at that location. The closest stores carrying the product will appear instead. An email will be sent to you confirming your order. Once it is ready, you’ll receive an email letting you know it’s time to pick up your order from your selected store.
To give you even more freedom of choice, you also have the option to split your order. It means you may choose to ship some items to your home and pick up other items you’ve selected in store. Make sure to bring a government issued photo ID and order confirmation email to the store indicated on your Ready For Pick Up email.
- What is curbside pick up and how to place an order?
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Our free in-store pick-up service is a safe and convenient option to pick up your order without having to leave your car. Order online as usual, then select Store Pick Up at checkout. An email will be sent to you confirming your order. Once it is ready, you’ll receive an email letting you know it’s time to pick up your order from your selected store.
Simply proceed to the selected location and call the store to let them know you’re here for your curbside pick up. An available sales associate will then bring your order to your car. If for some unforeseen reason no associate is available to assist you, you will be advised to pick up your order inside the store. Unfortunately, requested or scheduled pick-up times are not available as turnaround to prepare your order will vary from store to store.
Make sure to bring a government issued photo ID and order confirmation email.
- What is the difference between in-store pick up and curbside pick up?
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An in-store pick up order is an order purchased online and then collected by you inside the store of your choosing. Our curbside pick up option offers the convenience of never leaving your vehicle to receive your goods. With curbside pick up orders, a sales associate will meet you at the designated pick up area with your order in hand instead of you collecting it inside the store.
- Are there additional fees for in-store pick-up?
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There are no additional fees for this service.
- Is there a minimum price to be eligible?
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No. There in no minimum required for an in-store pick up order, just as it would be if you were shopping directly in store.
- Can I ship to different store locations?
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Unfortunately, you can only select one (1) store at a time for in-store pick up.
- At what times will my curbside order be available for pick up?
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Your curbside pick up order will be available 30 minutes prior to store opening until 6:00 PM unless business hours end earlier, weather permitting.
- Can I use a gift card?
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Yes. Gift cards are an accepted method of payment. Simply enter the details as you would any regular online purchase.
- How to pick up an in-store or curbside pick up order?
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After receiving your order confirmation email, please wait for your “Ready For Pick Up” email notification. Once your Ready For Pick Up email is received, simply bring a government issued photo ID and order confirmation email to the store indicated on your Ready For Pick Up email.
- Can someone else pick up my order?
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Yes, once you receive your Ready for Pick Up notification, simply call the store with your information along with the name of the person picking up. The person you designate must then bring the Confirmation or Ready for Pick Up email and a government issued photo ID when picking up the order
- When will I be charged for my order?
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You’ll be charged once your order is complete, just like any other online purchase. You will notice a payment authorization hold, however the charge will not be processed until your order is completed. If your order consists only of in-store pick-up items, once your order has been picked in store, then your card will be charged.
In the case of mixed purchases (as in one in-store pick-up item and one ship to home delivery item), you’ll be charged once the entire order has shipped and been picked up.
- What happens if I did not receive a pick up confirmation email?
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Your “Ready for Pick Up” email will provide you with full pick up instructions including the selected store address. Upon receiving your order confirmation email, if 48 hours has passed and you have not received your Ready For Pick Up email, there may be a slight delay in order processing so please be patient.
However, if you do not receive any emails, you may have entered your email address in error. If this is the case please contact us at Customer Care.
- How to change or cancel an order once it has been placed?
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Unfortunately, an online order cannot be modified once it is submitted. However, if you do not pick up your in-store pick up items within five (5) days, the order will be automatically cancelled.
- How long will a store hold onto an in-store pick-up order?
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We’ll hold your items for five (5) days from the date the order was processed and the “Ready For Pick Up” email was sent. We will be sure to send you a reminder email to let you know your order is ready for pickup. After five (5) days if you still have not picked up your order, you will receive an order cancellation email.
You will not be charged for cancelled items. If the funds on your credit card were on hold or “pending”, please allow up to three (3) business days for the hold to be removed (it will not appear as a refund because your card was never charged). If a gift card was used, the amount will be returned to the original card.
- Can I change the store location after placing my in-store pick-up order?
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Unfortunately, once your order is submitted, it cannot be modified in any way. However, any order not picked up within the five (5) day window will be automatically cancelled. You can submit a new order at any time although there is no guarantee that the merchandise will still be available at that time.
You will not be charged for cancelled items. If the funds on your credit card were on hold or “pending”, please allow up to three (3) business days for the hold to be removed (it will not appear as a refund because your card was never charged). If a gift card was used, the amount will be returned to the original card.
Account and subscription
- How do I create an Reitmans online account?
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To create an online account, please follow these steps:
- Click on the Sign In icon at the top right of any reitmans.com page.
- From the CREATE ACCOUNT page, enter the required information and
- select CREATE ACCOUNT to complete the setup of your account.
- How do I modify an existing online account?
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If you already have an account and you wish to modify your information, please follow these steps:
- Click on the Sign In icon at the top right of any reitmans.com page.
- Under Returning Customer, type your email address and password into the corresponding boxes and select Login.
- Select the field(s) that you want to modify and select Apply to save your updated profile.
- What do I do if I’ve forgotten my password?
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If you've forgotten your password, we can reset it and you will be emailed a new one. Please follow these steps to reset it:
- Click on the Sign In icon at the top right of any reitmans.com page.
- Under Returning Customer, select "Forgot password?"
- Enter the email address associated with your account and select Send me my password.
You will receive an email with a new password.
We recommended that you log in with the new password, go to the Personal profile page and change your password immediately to something that will be easy for you to remember.
- Subscribe to promotional emails (newsletters)
- You can sign up to receive emails in one of two ways:
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A. Signing up for Reitmans emails without creating an Reitmans account:
- At the bottom of any page on the reitmans.com website, enter your email address in the field below "WE TREAT OUR FRIENDS REALLY WELL" then click on the Subscribe button.
- You will then be prompted to add additional optional information on the following form.
- Enter the information requested and select Submit or select Cancel if you prefer not to enter the information.
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B. Signing up while creating or updating a Reitmans account:
- Click on the Sign In icon at the top right of any reitmans.com page.
- If you are updating an existing account, type your email address and password into the corresponding boxes and select Login.
- Under Personal profile, select Yes next to "I would like to receive electronic messages (emails) from Reitmans…" and click Apply.
- If you are creating an account, enter all of the required information and select Yes next to "I would like to receive electronic messages (emails) from Reitmans…" and select Create account.
- What are the benefits of signing up for Reitmans newsletters?
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By subscribing, you'll be among the first informed about:
- Latest trends and new collections
- Exclusive offers
- Promotions and sales
- Contests and giveaways
- In-store events
- How can I unsubscribe from newsletters?
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Should you wish to remove your email address from our mailing list, you can do so by clicking "Unsubscribe" at the bottom of any of our emails. You will be redirected to a webpage that will ask you to confirm the email address you wish to unsubscre. You must click Unscubscribe to complete this process.
Please note it can take up to 10 business days to stop receiving our newsletters.
If you unsubscribe from our newsletters, you will still receive order-related emails, such as order confirmations and shipping confirmations. We may also contact you by email for any questions related to an order placed by you.
Orders
- Placing an order online
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To place an online order, please follow these steps:
- Using the various tools available to navigate the website, find the item(s) that you're looking for.
- Select the size, colour and quantity of the item that you want to purchase.
- Select ADD TO MY BAG to add the item to your virtual shopping bag.
- Repeat steps 1-3 to purchase additional items.
- Once you've selected the item(s) that you want to purchase, click on the shopping bag at the top of the page.
On the MY BAG page, verify that the products that you wish to purchase are displayed with the correct details (size and colour) and price. If you have a coupon code, enter it in the field labeled ENTER PROMO CODE and select APPLY COUPON. The discount will display in red.
Once you're satisfied with the information in your bag, select PROCEED TO SECURE CHECKOUT or Check out with PayPal. If you select Check out with PayPal, you will be redirected to PayPal.com where you can log in to your PayPal account.
If you are not already logged in to your Reitmans account, you will be redirected to a page that will allow you to log in, create an account or checkout as a guest. Choose your preferred option and continue.
Fill in all required information on the Info/Payment tab and select CONTINUE CHECKOUT. If you are logged in to your Reitmans account, you can select a pre-saved address from the drop down list if there is one associated to your account.
Take note that, by default, the option to use the same address for billing is checked off. If your billing address is different from your shipping address, please uncheck this box.
If you forgot to enter your coupon code in the shopping bag, you can still enter it on the Info/Payment tab. Type in the coupon code in the Enter Your Coupon Code field below the Shipping Address and select APPLY. The coupon discount will display in red.
On the Place Order tab, verify that the information entered is correct and select SUBMIT ORDER to complete the checkout process.
- What happens after I place my order?
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Once you have placed your order, you will receive subsequent emails indicating its status.
The first email will confirm that we have received your order request.
The second one will confirm that your order has been processed and that all items in stock will be shipped. Please note that you will only be charged on your credit card for items that you will receive.
If, within the same order, you have purchased both a gift card and merchandise, the gift card will be mailed to you separately.
- Can my billing and shipping addresses be different?
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Yes, your billing address can be different from your shipping address. However, your billing address must match the address associated with the credit card used to complete your purchase.
During the checkout process, you will first be asked to enter the shipping address, which corresponds to the location to which you want your purchase delivered.
Take note that, by default, the option to use the same address for billing is checked off. If your billing address is different from your shipping address, please uncheck this box.
- Can I place an order from reitmans.com if I reside outside of Canada or the Continental U.S.?
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At this time, orders can only be placed from within Canada due to certain security features on our website. Any order submitted from a computer whose I.P. Address is located outside of Canada or the Continental U.S. will automatically be cancelled by our system.
- When will I receive my order?
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Typically, your order will ship within 1-3 business days.
You will receive delivery notifications to track the status of your order or you can refer to our Order Status page to track its progress.
If you did not receive an Order Confirmation Email, you can log in to your account to view your order status history.
You may receive several shipments to complete the fulfillment of your order.
- How can I check the status of my order?
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At any time, you can return to reitmans.com to see the status of your order. There are two ways for you to see it:
For customers with a Reitmans account:
- Click on the Sign In icon at the top right of any reitmans.com page.
- Under RETURNING CUSTOMER, type your email address and password into the corresponding boxes and select LOGIN.
- Select ORDER HISTORY to see the order summary of your past orders.
- To see the status of a particular order, select ORDER DETAILS corresponding to the order in question.
For all customers, including those who don't have a Reitmans account:
- Select Order Status at the bottom of any reitmans.com page.
- From that page, enter the order number, email and postal/zip code associated with the billing address and select CHECK STATUS.
- This will take you to the order details page.
- If, within the same order, you have purchased both a gift card and merchandise, the gift card will be mailed to you separately.
- Why was my order cancelled?
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Your order may have been cancelled because of problems with the credit card information you provided. These problems could include the billing address not matching the address on your credit card statement, incorrect security code (on the back of your card), incorrect entry of your expiration date or lack of available credit.
At this time, orders can only be placed from within Canada and due to certain security features on our website. Any order submitted from a computer whose I.P. Address is located outside of Canada will automatically be cancelled by our system.
Once an order is cancelled, it cannot be reactivated or modified in any way. You must place a new order to receive your items.
Please note that credit card companies usually hold the funds for up to three (3) days after which they are released back to your account.
- Why were one or many items cancelled from my order?
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One or many items were cancelled from your order because they were no longer available at the time of processing. Note that your credit card will only be charged for items that have been shipped, even if cancelled items still appear on your invoice.
Please note that credit card companies usually hold the funds for up to three (3) days after which they are released back to your account.
For more details please Contact Us to reach an Reitmans Customer Care representative.
- Can I cancel an order after I have submitted it?
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Orders submitted on reitmans.com cannot be cancelled once they have been submitted. If you are unsatisfied with your purchase you may return it by mail or in any of our stores. More information is available in our Returns Policy.
- Can I modify an order once it’s been submitted?
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Once your order has been submitted, it cannot be modified. If you wish to purchase additional merchandise, you must do so as part of a new transaction.
- In-Store Order Processing
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The order will be processed at our fulfillment centre and shipped to the mailing address you provided. You will then receive an order confirmation email at the valid email address you provided. When the order is shipped, you will also receive a shipment confirmation email, including the shipment tracking number, which you can use to track you order on the carrier's website.
In the unlikely event an item, or items, from the order you placed at a store are cancelled, you will receive a cancellation email and be reimbursed through our head office for the original purchase price and the associated taxes.
If you paid for your purchase with…
A credit card:
You will be reimbursed on the same card with the description REITMANS HO CORRECTION MONTREAL QC. Processing time: 3-7 business days. Note: it could take up to 10 business days for your credit card company to apply the refund to your credit card account.A gift card:
You will receive your reimbursement on a new gift card which will be mailed to you. Processing time: 7-15 business days.Cash or a debit card:
A cheque will be mailed to you from Reitmans Canada Ltd. Processing time: 7-15 business days. - Pricing
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When viewing an item, the price will be displayed to the right of the image. If an item has multiple colours available, they will all be displayed on the same page. The pricing of an item can change depending on the colour selected. In some cases, only certain colours will be part of a promotion while others will be at the original price.
Pricing for any specific colour will always be displayed above the colour swatch. The colour swatches for regular priced colours are shown on the first line. Once a colour has been marked down, we then display it on separate line below the main heading. When selecting a colour, the prices displayed will NOT change, only the image will.
For example, in the image below the Grey and Black are at the regular price of $15.00, while the Red is reduced to $4.80.
In the event where only some of the colours are on sale we must show that item in the Sale section, but we will demonstrate the different colour swatches with their appropriate prices. At times the header will show the price range as well.
- How do I enter a Coupon Code on reitmans.com?
There are two places to enter a Coupon Code on reitmans.com:
Shopping Bag:
Type the coupon code (example: EXCLUSIVE, FREESHIP) in the field labeled ENTER COUPON CODE located below the item list on the MY BAG page, and select APPLY COUPON. The discount will display in red below the order subtotal.Info/Payment Tab:
If you forgot to enter your coupon code in the shopping bag, you can still enter it on the Info/Payment tab. Type in the coupon code in the Enter Your Coupon Code field below the Shipping Address and select APPLY. The coupon discount will display in red below the total summary.You can complete the checkout process or continue shopping as the coupon code will be applied to items added to your cart before and after entering the coupon code.
Please take note that coupons are often subject to restrictions. Please review the conditions carefully.
Only one coupon can be applied to an order at a time.
Order/Item Cancellations
Payment
- What forms of payment do you accept online?
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We currently accept the following forms of payment:
- Visa
- Master Card
- American Express
- PayPal
- Gift Cards
Gift Cards
- What is a gift card?
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A gift card is a pre-paid, re-loadable cash card that you can use to pay for merchandise online or at any of our locations across Canada. It is a convenient and easy way to pay.
- What is the difference between an e-gift card and a plastic gift card?
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E-gift cards are digital gift cards that are emailed immediately to the gift recipient or on a given date. Plastic gift cards are mailed to the recipient (shipping takes 4-9 business days). Both can be used online and in stores.
- Where can I get a gift card?
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Only plastic gift cards are available to purchase in-store. Both options are available online.
- Is there a gift card purchase minimum?
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We offer different denominations ($25, $50, etc.) for our plastic/e-gift cards. You can also specify a different amount, if the amount you want on the card is not one we already offer. Purchase of e-gift cards requires a minimum amount of $5.00 and cannot exceed $1,000.
- Do I have to pay shipping for my gift card?
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No, there is no shipping fee to receive a plastic or e-gift card.
Standard shipping delivery usually takes between 4-9 business days for plastic gift cards. Alternately, you may opt for Express Shipping, with shipments delivered within 2-3 business days and tracking included for the rate of $15.99, before taxes.
E-gift cards will be emailed or sent via text message immediately or on the delivery date selected.
- I have a gift card, but it says it’s only valid in-store. Can I use this online?
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Only gift cards with a PIN (personal identification number) can be redeemed online. If your card does not have a PIN, it can only be used in store.
- My gift card doesn’t cover the entire cost of the item I want. Can I pay the rest of the amount with my credit card?
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Yes. You can use a second method of payment to complete your purchase. However, PayPal payment cannot be combined with other form of payments.
Currently, you can use up to five (5) gift cards to complete a purchase.
- I’m having issues trying to buy a plastic gift card or an e-gift card online. Who can help me?
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If you are experiencing issues with completing your gift card purchase, or have not received delivery of a gift card purchased, please call 1-888-205-5801 or email : [email protected] for assistance.
- I received a plastic/e-gift card as a gift, but I don’t want it. Can I return it?
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All sales of plastic or e-gift cards are final.
- What happens if I return an item purchased with a gift card?
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You will be refunded with an e-gift card and you will receive a separate email with the e-gift card details. Please retain this email, as you will need the information to purchase online, or bring the email in-store to make an in-store purchase. If you paid for your purchase using both a credit card and a gift card, a portion of your refund may be applied back to your credit card.
- How to use a gift card online?
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First of all, make sure your gift card has a PIN (personal identification number). Shop and check out as you normally would. During checkout, enter your gift card number into the gift card entry fields. You will need to enter both the gift card number and the 4-digit PIN located on the back of your gift card. When you click the Apply button, you will get a confirmation message indicating that the gift card has been applied to your order.
You may apply a maximum of five (5) gift cards per order.
- Checking the balance on a gift card
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The balance on your gift card can be checked anytime at any of our store locations. No purchase is necessary to check your balance.
For gift cards with a PIN, you may now also verify your balance online here.
- How do I report a lost or stolen gift card?
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If your gift card has been registered and is lost or stolen, please call our Customer Service Centre immediately. You will need to provide your card number and answer questions concerning recent activity on your account. Upon verification and location of the receipt of purchase, we can freeze and transfer your remaining balance to another card. At all times, please treat your card like cash.
- Reitmans: 1-866-734-8626
- RW&Co: 1-855-232-7926
- Penningtons: 1-866-388-4785
- Can I re-load my gift card?
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Plastic gift cards can be re-loaded. Simply present your card at one of our stores and ask the Store Associate to add whatever amount you choose. Re-loading a card online is presently not possible.
Shipping
- Canadian Rates and Services
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Flat rate shipping $7.95 per order 5-7 business days - Orders are temporarily being shipped via Purolator. Refer to the"Important Shipping Updates section for more details.
- Express shipping service is not currently available.
- Reitmans Gift Cards are mailed to recipients by regular postal service at no charge.
- Note that for orders containing both merchandise and Reitmans Gift Card(s), the Gift Card(s) are shipped separately from the parcel containing merchandise.
Returns and exchanges
- Return policy
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Important Notice: No Mail-In Returns During Strike
Due to the ongoing Canada Post strike, mail-in returns are temporarily unavailable. Please refer to the “Will the return policy change for online orders during the strike” section for details on extended return policy for online orders.Within 30 days from the date of purchase, with the receipt or email confirmation, you are welcome to return any unworn, unwashed, unaltered item(s) with the price ticket(s) still attached, to receive a full refund, subject to the applicable specifications below.
- Which items cannot be returned or exchanged?
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The following items are excluded and cannot be refunded or exchanged (some for hygienic reasons):
- Socks and hosiery sold in a package that has been opened;
- Panties;
- Shapewear;
- Jewelry, including earrings for pierced ears and toe rings;
- Non-medical face masks;
- Gift cards;
- Items purchased with gift receipts;
- Items marked as “Final Sale”;
- Items purchased in-store with price ending with $.97
- Thyme Maternity items with price ending with $.97
- Returns and exchanges of items bought online
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Returns by mail
Only online purchases that were received by mail are eligible to be returned that way. Orders placed online that were picked up in-store must be returned in a store. See additional details under Returns in store.Returns by mail are free if returned within Canada. See additional details under How to returns by mail.
Returns in store
Any purchase, made online or in-store, can be returned in store. Please note we reserve the right to request valid identification prior to accepting merchandise for a return in-store.Exchanges by mail
Exchanges by mail are not offered. Please visit one of our stores and we would be happy to help you exchange your item.How to return by mail
Returning items from different orders? It's important to ship them back individually, using the corresponding return label or QR code for each respective order.- Securely pack your items in their original packaging or a durable box/bag.
- Visit our online return portal and provide your order details to initiate your return.
- Select the item(s) to return and specify the return reason.
- Pick your preferred return method:
- Option 1: Print Label
Choose "Ship via Canada Post" to receive a printable PDF label by email. Ship your package with this label. - Option 2: Printer-less
Choose "Have Canada Post print your prepaid shipping label" to receive a QR Return Code by email. Take it to a Canada Post location for label printing.
- Option 1: Print Label
- Monitor your email for return tracking updates.
- Allow up to 10 business days for processing, with credit card statement updates in 1-2 billing cycles.
- You'll receive a confirmation email once your return is processed.
- Returns and exchanges of items bought in-store
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Returns by mail Only online purchases that were received by mail are eligible to be returned that way. Orders placed online that were picked up in-store must be returned in a store. See additional details under Returns in store.
Returns in store
Any purchase, made online or in-store, can be returned in store. Please note we reserve the right to request valid identification prior to accepting merchandise for a return in-store.
- Refunds
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Merchandise purchased with a credit card:
You will be credited to the card used in the original transaction. Please allow 1-2 billing cycles for the return to be visible on your statement.Merchandise purchased with credit card through Paypal:
If you paid by PayPal, you will be credited to the card associated with your PayPal account. Please allow 1-2 billing cycles for the return to be visible on your statement.Merchandise purchased online with a gift card, equivalent coupon or gift receipt:
If you paid with a gift card, we will email you an e-gift card. If a credit card was used in combination with a gift card, the credit card portion will always be applied first and any remaining amount will be refunded with an e-gift card.Merchandise purchased in-store with a gift card, equivalent coupon or gift receipt:
If you paid with a gift card, the refund will be in the form of an exchange or a gift card, based on the amount that was paid for the merchandise. If a credit card was used in combination with a gift card, the credit card portion will always be applied first and any remaining amount will be refunded with an e-gift card.Merchandise purchased in-store with cash, credit or debit card, with original proof of purchase:
You may return merchandise purchased with cash, credit or debit card using your original proof of purchase receipt for an exchange, a gift card or a refund based on the original payment method and the actual amount paid for the merchandise.Merchandise purchased with cash, credit or debit card, without proof of purchase:
You may return merchandise purchased with cash, credit or debit card. However, the return will only take the form of an exchange or a gift card. The amount of the return will be based on the lowest price of the merchandise within the previous two (2) weeks from the date the return is claimed. If such pricing information is not available because the merchandise returned is no longer in season, a gift card or exchange will be offered at the last selling price of the merchandise. Reitmans reserves the right to request valid identification prior to accepting merchandise for a return. - Will shipping fees be refunded when I return a purchase?
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Shipping fees are non-refundable, unless an item was shipped in error or was damaged in transit.
- Can I return or exchange a purchase to one of your affiliate stores, other than from the brand where the purchase was made?
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Merchandise purchased online or in a store can only be returned or exchanged at the brand’s store.
- What is your price adjustment policy?
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A one-time price adjustment per item may be claimed when the item (including items already being promoted at a lower price but excluding items sold as final sale) is sold at a lower price within 10 days of the date of the original purchase, subject to the applicable rules listed below. All price adjustment requests must be made within 10 days of the date of purchase and the lower price must be in effect at the time of the request. To be eligible for a price adjustment, the original sale receipt or gift receipt must be presented and the price tag must be attached to the merchandise.
Price adjustments are NOT eligible on:
- Items purchased as a final sale;
- Items purchased during certain events such as Birthday,Customer Appreciation Event, Flash Sales (48 hours or less), Power Lunches, and major holiday events;
- Items purchased to match promotional pricing for certain events such as Birthday, Customer Appreciation Event, Flash Sales (48 hours or less), Power Lunches, and major holiday events;
- Items purchased using a discount or promotional one-time use coupon code.
Please note Customer Service cannot process a price adjustment for an in-store purchase. Please visit one of our stores for your price adjustment request. Stores also cannot process a price adjustment for an online purchase. Please submit your request for a price adjustment for your online purchase to Customer Service via the web form on our contact us page here.
- Will I receive an item cancellation email if the in-store pick-up item is not physically in stock after an order is placed?
Yes. We will absolutely let you know if an item is no longer in stock at your selected location. Once we confirm an item is not available, we’ll send you an in-store pick-up cancellation email.
You will not be charged for cancelled items. If the funds on your credit card were on hold or “pending”, please allow up to 3 business days for the hold to be removed (it will not appear as a refund because your card was never charged). If a gift card was used, the amount will be returned to the original card.
Holiday Returns and Price Adjustments
- Does your 30-day return policy change for the Holiday period?
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Yes, it does—for in-store purchases only. To accommodate holiday shoppers, we have extended the standard 30-day return period for in-store purchases. Unworn, unwashed, and unaltered items purchased in-store between October 11, 2024, and December 6, 2024, may be returned or exchanged in-store with the original tag and receipt/gift receipt until January 6, 2025. For purchases made outside of these dates, our standard 30-day return policy applies.
For online purchases, please refer to the “Will the return policy change for online orders during the strike?” section for details on extended return options due to the Canada Post strike.
All returns must comply with the terms and conditions outlined in our regular Return Policy. Please note that in-store returns and exchanges will be accepted on both Black Friday and Boxing Day.
We also offer a one-time price adjustment within 10 days on items purchased at regular price when the original sales receipt is presented.
- Can I still receive my order before December 24?
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Sure! Make sure to place your order by December 13th to receive it before December 24th. Our stores are also ready to welcome your last-minute shopping needs while ensuring a safe shopping environment. Check our Store Locator for the store nearest to you and their opening hours.
Still not sure what to give them? Let them choose with our gift cards and e-gift cards redeemable online or in-store.
Product Inquiries
- How do I find the item I’m looking for?
We've designed the Reitmans website with the intention of making it as simple to find what you're looking for as possible, so here's what to do if you can't find what you're looking for:
In the SEARCH box at the top right of any Reitmans website page, type in the article number, name or a word(s) associated with what you're looking for.
- If your initial search doesn't return the results you were looking for, try again. Your original search may have been too specific; using a more general term like "pants" or "skirts".
- How do I find out if an item is available in store?
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To find an item in store, please follow these steps:
- Select the item you're looking for.
- Choose the size and color of the item you're looking for and select FIND IT IN STORE.
- You can either enter your postal code, or click LOCATE ME.
- Based on your selection, you will be taken to a page that shows the nearest stores with that item in stock. We always recommend calling the store first to confirm that the item is indeed available.
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Extended Sizes
Addition Elle and Thyme Maternity
- I have a gift card from Addition Elle and Thyme Maternity that I haven’t used yet. What can I do?
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You can still use your gift card at Thyme Maternity until July 18, 2020 or at Addition Elle until August 15, 2020. After these dates, you will be able to use your gift card at any one of our other brands: Reitmans, Penningtons or RW&CO. Getting a refund will not be possible because all sales of physical or e-gift cards are final.
- I still have a Birthday coupon from Addition Elle and Thyme Maternity. How can I use it?
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Any Thyme Maternity or Addition Elle coupon will continue to be honored until July 18, 2020 at Thyme Maternity and August 15, 2020 at Addition Elle. After these dates, your birthday coupon will still be honored in our Reitmans and Penningtons stores, as well as online.
- What will happen with the points I’ve accumulated with Addition Elle’ loyalty program?
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You will be able to continue earning points at Addition Elle until the closure of the brand on August 15, 2020. However, as of July 1st, you will no longer be able to use your rewards in our Addition Elle stores but you will be more than welcome to use them at Reitmans and Penningtons after that date.
- Can I return my Addition Elle and Thyme maternity purchases to Reitmans as I saw the brands will be closing?
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Unfortunately, this will not be possible. As of June 8, 2020, all merchandise sold online and in stores at Addition Elle and Thyme Maternity will be final sale. Our goal is to liquidate the merchandise in preparation for the permanent closures of Addition Elle and Thyme Maternity.
