Shipping & Returns
$10 flat rate shipping through Canada Post (3-5 business days)
$30 express shipping through Canada Post Express or FedEx (1-2 business days)
$10 flat rate shipping through Canada Post/USPS (3-6 business days)
$35 Canada Post Express shipping or FedEx (1-3 business days)
We ship to destinations beyond Canada and the USA using FedEx (2-6 business days). Rates to International locations depend on the weight and value of the package. If you do not see your destination listed upon checkout please email us at firstname.lastname@example.org for further assistance.
In-Store Pickup: 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.
International Customs Fees: Custom fees, duty charges and/or brokerage charges may apply on shipments outside of Canada. This depends on the country of destination. Neighbour is not responsible for any additional charges incurred when goods are imported into your country. For additional shipping assistance please email us at email@example.com or call us at 604/558.2555.
EASY FLAT RATE RETURNS
*We are currently offering $10 Flat Rate Returns within Canada and the United States on regular priced items and sale items below 40% discount. Eligible under the guidelines of our Returns & Exchange Policy stated below. Please follow the guidelines and we will provide you with a return shipping label. Upon receipt of your return, we will deduct $10 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.
Returns & Exchanges Policy
*Holiday Policy - December 1st - 24th, 2018. Regular priced items (and sale items below 40% discount) in original condition with applicable tags are eligible for store credit or exchange up to January 5th, 2019. Refunds are not given. All undergarments and print are Final Sale.
- Exclusion: Returns for store credit and exchanges are not permitted on Boxing Day, December 26th.
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. 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 undergarments, print and items listed as FINAL SALE on the product page are not eligible for return, exchange, or store credit.
All return shipping costs are the customer’s responsibility including any unnecessary duties or custom fees that may be incurred on a return, unless otherwise stated Neighbour is not responsible for any return items lost in transit.
Please return items to:
12 Water Street, Unit 125
V6B 1A5 CANADA
For exchanges, please purchase the item you want as a new order, and your return will be processed within 10 business days of its receipt.
Returns, exchanges and store credits 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.
Original shipping fees are not refundable. Customer is 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.
How to request a return:
Please send an email to email@example.com 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. 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.
Refunds and exchanges are not permitted outside of the allowable return grace period. Items must be sent back to us within 7 days of its delivery date to you.
Tracking Your Order
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 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 firstname.lastname@example.org.
British Columbia and Ontario residents are subject to full sales taxes. Other Canadian provinces and territories are subject to GST.
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 integrated on each 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 email us at email@example.com or call us at our stores here.
COMMENTS & 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 email us at firstname.lastname@example.org. 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.
RETURNS ON SPECIAL ORDER ITEMS
All special orders and items that are made to order are final sale and non-refundable.