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Return policies are not the same in store and online.

Return Policy for Online Orders

There are two ways of returning your items: in store or by mail.

You are welcome to return your unworn, unwashed, unaltered item(s) with the price ticket(s) still attached within 7 days of receiving your order.

To return your unwanted items by mail please visit our Returns Center

1. Enter your order number and email address
2. Follow the instructions and select the items you want to return
3. You will get a confirmation email once the return request is approved.

You will be responsible for paying for your own shipping costs for returning your item. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please send an email to support@maskamode.com with the tracking number of the shipment. Once we receive your return, we will issue your refund to the same payment method you use to complete your purchase or a credit note to your email that you will be able to use online. Shipping costs are non-refundable.

If you wish to return or exchange your items in store, in store return periods will be extended to 7 days from when our stores reopen.

*Please note that all sale items and items purchased with a promotional code or during a Buy One Get One promotion can only be returned by mail for an online credit note or exchanged in store for any item of the same price or more expensive.

Order cancellations and price adjustments

If you wish to cancel your order, you're welcome to do so within 24 hours of your purchase.
We do not offer price adjustments on previous purchases.

Refunds (if applicable)

Once your return is received and inspected, we also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable) 

If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company; it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at support@maskamode.com.

Exchanges (if applicable) 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@maskamode.com and we will check the availability of the product for you.

Gifts 

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Return policy for in-store purchases.

You are welcome to return your unworn, unwashed, unaltered item(s) with the price ticket(s) still attached within 7 days of receiving your order either for a credit note or an exchange. In-store purchases are non refundable.

Please note that we are not responsible for store-issued credits that may be lost, stolen or damaged. Store credits are regarded as cash, and cannot be replaced or reissued.

Sale items (if applicable) 

Items on sale are final sale. 
Only regular priced items may be exchanged. We do not offer refunds on in store purchases.

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There are two stages to order fulfillment:

1. Processing: All orders will be dispatched from our warehouse within 3-5 business days. In peak periods, please allow a week for dispatch.
   
   
2. Shipping: Once the order is processed, it will be shipped depending on the shipping method selected at checkout.

The estimated delivery time for standard shipping is:
Québec and Ontario: 2 to 4 business days
Other provinces: 3 to 6 business days

Orders are shipped Monday through Friday with the exception of statutory holidays.

Once your order has shipped you will receive an email confirmation with a tracking number.

Order cancellations:

Unfortunately we cannot accept cancellations if the order is already in process. Most orders go into process 24 hours after purchasing.

Return Policy for Online Orders

There are two ways of returning your items: in store or by mail.

You are welcome to return your unworn, unwashed, unaltered item(s) with the price ticket(s) still attached within 7 days of receiving your order.

To return your unwanted items by mail please visit our Returns Center

1. Enter your order number and email address
2. Follow the instructions and select the items you want to return
3. You will get a confirmation email once the return request is approved.

You will be responsible for paying for your own shipping costs for returning your item. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please send an email to support@maskamode.com with the tracking number of the shipment. Once we receive your return, we will issue your refund to the same payment method you use to complete your purchase or a credit note to your email that you will be able to use online. Shipping costs are non-refundable.

If you wish to return or exchange your items in store, in store return periods will be extended to 7 days from when our stores reopen.

*Please note that all sale items and items purchased with a promotional code or during a Buy One Get One promotion can only be returned by mail for an online credit note or exchanged in store for any item of the same price or more expensive.