Shipping & Returns
We ship worldwide. If you do not see your destination listed upon checkout please.
We ship within Canada and to the USA on a flat rate charge depending on your choice of carrier. This can be selected during checkout and the rates are listed in the table below.
Outside of Canada and the USA, rates are dependent on the weight, value and destination. Therefore, these rates vary and can be seen upon checkout when entering in your information. We only ship via FedEx International Priority or Economy for these destinations.
|Flat rate via Canada Post (orders up to $350)||3-6 Business Days||$15|
|Flat Rate via FEDEX Ground (orders over $350)||2-5 Business Days||$20|
|FEDEX Express||1-2 Business Days||$30|
|Flat rate via USPS (orders up to $350)||3-7 Business Days||$15|
|Flat Rate via FEDEX Ground (orders over $350)||2-6 Business Days||$20|
|FEDEX Express||1-3 Business Days||$35|
|FEDEX Express||2-6 Business Days||Rates vary|
All orders are traceable. You will receive a tracking number with the shipping confirmation notification that is automatically sent to your email when the package has been processed. Please allow up to 1-2 business days for your tracking information to update.
During COVID-19 we are processing orders as usual. Please note the shipping times above are estimates as many carriers are experiencing delays. We appreciate your understanding during these times. Stay safe and thank you for your support.
Fees & Taxes
Canadian Taxes: British Columbia and Ontario Residents are subject to full sales taxes. Other Canadian provinces and Territories are subject to GST.
USA Duties and Taxes: As per the de minimis exemption in the USA, all orders under $800 USD are exempt from customs procedures and no duties or taxes are collected. For orders over $800 USD any additional duties and taxes will be covered by Neighbour.
Hence, customers ordering from the USA will not have to pay any additional duties or taxes on their order.
High value or formal entry customs clearance may require the customer to be listed as the importer for non-commercial (personal use). Customs may send you a form to fill out in this instance and we will be able to assist you further if required.
International Customs Fees: Customs fees, duty charges and/or brokerage charges may apply on shipments outside of Canada and the USA. This depends on your country’s customs policy. Neighbour is not responsible for any additional charges incurred when goods are imported into your country. For additional information, please consult your local customs office.
In-Store Pickup is available free of charge. This option is available upon checkout for customers who wish to retrieve their items from our retail locations in Vancouver or Toronto. Please note, we do not carry all inventory in both locations, therefore your item(s) may need to be transferred to your requested In-Store Pickup Location. This process can take up to 5-7 business days. You will be notified accordingly upon processing your order.
Returns & Exchange Policy
Regular priced items (and sale items below 40% discount) in original condition with applicable tags are eligible for store credit or exchange within 10 days of purchase. Refunds are not given. All undergarments, print and sale items discounted at 40% off or more are considered Final Sale.
Returns are accepted only on regular priced items (and sale items below 40% discount); and must be sent back to us within 7 days of delivered date. All undergarments, print and sale items discounted at 40% off or more are considered Final Sale.
If for any reason you are not satisfied with your purchase, you have 7 days from the date of delivery to make a return. Please assure that the items are unworn and new, with all original tags attached. Returns that do not meet our policy will not be accepted and will be returned to the client at their cost.
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. Our Returns department will assess your request, and provide further instructions for return as soon as possible.
Final Sale Items
All undergarments, print and items listed as FINAL SALE on the product page are not eligible for return, exchange, or store credit.
Easy Flat Rate Returns (within Canada & USA only)
*We are currently offering $15 Flat Rate Returns within Canada and the United States on regular priced items and sale items below 40% discount. Eligibility is outlined in the Returns & Exchange Policy stated above. Please follow the guidelines and we will provide you with a return shipping label. Upon receipt of your return, we will deduct $15 from the original amount to refund. Sale items marked as Final Sale are not eligible for returns.
Customers outside of Canada and the United States are subject to their own shipping costs for returns on regular priced items and sale items below 40% discount.
Original shipping fees are not refundable. Customers are responsible for any unnecessary duties or custom fees that may be incurred on a return. Neighbour is not responsible for any return items lost in transit. Any refunds to your original method of payment will be processed within 10 business days of return receipt.
Exchanges are subject to a separate $15 Flat Rate Shipping fee before exchange shipment is sent to you.
How to Request a Return
Pleaseindicating your order number, the item(s) you wish to send back and whether you would like to return, exchange or have a store credit. We will respond within 24 hours and provide further return instructions depending on your request. Once your return is received the appropriate actions will take place and you will be notified immediately. All returned items must be unworn, with all tags and in original condition.
Items you wish to return must be sent back to Neighbour within 7 days of the delivery date to you. Refunds and exchanges are not permitted outside of the allowable return grace period. Returns for any item(s) purchased via the "In-Store Pickup" method must be requested within 7 days of our pickup notification email to you.
All orders are traceable. You will receive a tracking number with the shipping confirmation notification that is automatically sent to your email when the package has been processed by us. Please allow up to 1-2 business days for your tracking information to update.
We allow our customers to view items in various currencies for convenience, however the amount you are charged may differ slightly depending on the payment provider's exchange rate. All orders are charged in Canadian Dollars and exclude any duties, taxes or shipping costs unless specified.
We accept Visa, Mastercard, American Express, PayPal or Sezzle as method of payment. All transactions made through our site 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.
Will This Fit?
Our selection of brands comes from all across the world, many of which adhere to regional size charts and some their own unique sizing systems. We provide universal size charts and measurements integrated on individual product page. These measurements are approximate, and therefore we also have additional notes suggesting whether to size up, down or wear your regular size. If you have any specific sizing questions please here.or call us at our stores
Comments and Concerns
Please tell us about your experience at Neighbour. If you have any comments, concerns or suggestions in regards to our retail stores, webshop or content please feel free to. Your feedback is very important to us.
Sale Price Adjustment Policy
We are happy to offer price adjustments on sale items purchased up to 7 days prior to the beginning of a sale. The price adjustment must be claimed within 7 days of the sale start date. Price adjustments will be credited to your account in the form of store credit.
Please note, in order to be eligible for a price adjustment, the exact size and style of the item must be available at the time of the request for price adjustment.
We are unable to offer price adjustments on items that were purchased on sale or on any special promotion items that are temporarily reduced in price.
Price Matching Policy
We will match the price of non-sale items available on other websites. If a lower price is found, please email us a link and we will adjust the order and match the price. The exact style, colour and size of the item must be available at the lower price when the request for a price match is made. We do not match other websites' temporary promotions, or websites outside of North America.
Return on Special Order Items
All special orders and items that are made to order are final sale and non-refundable.