125-12 Water Street
Vancouver, BC, Canada
+1 (604) 558.2555
11am-7pm Monday to Saturday
Frequently Asked Questions
Will this fit?
Our goal is to give accurate measurements whenever possible through our size charts on individual product pages. These measurements are accurate but approximate and therefore we also suggest whether to size up,down or wear your regular size. If you have any specific questions please email us at firstname.lastname@example.org or call us at 604/558.2555.
Comments & Concerns
If you have any comments, concerns or suggestions in regards to our website or content please feel free to email us at email@example.com. Your feedback is very important to us.
For orders within Canada we ship via Canada Post. Orders within Canada ship for a flat rate of $10 or $20 depending if you choose Standard Shipping (2-7 business days) or Xpresspost (1-4 business days).
For orders to the United States of America we ship via FedEx Ground or Express. Orders to the USA ship for a flat rate of $15 or $35 depending if you choose Ground (5-8 business days) or Express Service (2-4 business days).
All orders to the USA are now shipped within the USA from Washington State. No duties or taxes will be incurred on United States shipments – the final price is inclusive of these charges. We ship to the Contiguous United States only. Rejected or unauthorized returns will be shipped back to Canada and the duties and taxes incurred will be the responsibility of the customer. Please allow for 1-3 business days for tracking information to update as we use a trans border service to fulfill USA shipments.
FREE SHIPPING applies to all USA and CANADA orders over $150.
For additional shipping assistance please email us at firstname.lastname@example.org or call us at 604/558.2555.
We use TNT Express and TNT Economy Express for orders outside Canada and the USA.
Shipping rates to World locations depend on the weight and value of the package. Shipping rates via TNT Express start at $30 and reach your destination between 2-6 business days depending on your location.
Custom fees, duty charges and/or brokerage charges may apply on World shipments. This depends on the country of destination. Neighbour is not responsible for any additional charges incurred when goods are imported into your country. For any questions please contact the shop by phone or via email at email@example.com.
All orders are traceable, a tracking number will be sent to the email address associated with the order when the package ships.
Returns & Exchanges
Returns, exchanges and store credits are accepted on regular price items within 14 days of shipment. Please send an email to firstname.lastname@example.org indicating your order number, the item(s) you wish to send back and whether you would like to return, exchange or have a store credit. Once the returned package is received the appropriate actions will take place depending on your request. All returned items must be unworn, with all tags and in original condition. All return shipping costs are the customer’s responsibility including any unnecessary duties or custom fees that may be incurred on a return. Neighbour is not responsible for any return items lost in transit.
Please note: Our in-store and online holiday policy goes into effect from December 1-24, 2014 stating that all regular price items may be returned for store credit or exchange up to 10 days after Christmas Day.
For standard shipping, please place your orders by December 13, 2014 to ensure timely delivery before Christmas.
British Columbia residents are subject to full sales tax. Other Canadian provinces and territories are subject to GST.
We accept Visa, Mastercard or PayPal as method of payment. All transactions are secure and encrypted and we never store your credit card information. You will receive a confirmation email notifying you that your order has been placed. If you have any questions please contact us by phone or via email at email@example.com
Under no circumstances will NEIGHBOUR sell or disclose any of your personal information to third parties. All information provided by you is to ensure your experience with NEIGHBOUR is as best as possible and that information will only be used internally.
Terms & Conditions
You will receive an order summary once your order has been placed. This summarizes your order however it does not confirm it. Neighbour has the right to cancel an order at any time. Order cancellations may occur but are not limited to: lack of stock to fulfill the order, suspicion of fraud, or any discrepancies on an item’s description or price. We will contact you if we are unable to fulfill your order based on any of the reasons listed above. If we are unable to fulfill any item(s) in your order we will refund you for the item(s).