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Fine Print (Shipping, returns etc.)

 

Ordering Info

When you shop on-line with Lord’s Shoes and Apparel, we want you to enjoy the same quality customer service that our in-store customers have come to expect and it is important to us that your shopping experience is easy and enjoyable.

Something not making sense? Need some support in the ordering process? We’re here to help!  Please contact us at orders@lordsshoes.ca. We are available Monday through Friday from 10-4 PST (Closed Saturday and Sunday and all Canadian statutory holidays). 

 

Sizing - "How the Shoe Fits"

Lord’s strives to help you choose the best possible fit by giving you as much information about a product as we can.

Most sizing information can be found on our handy Product Sizing Chart. 

However, because each label, designer and brand fits differently, within each shoe/boot description we have also provided a personal response based on our first hand experience of how each item fits. We will try our best to let you know if it is "true to size,” a "generous fit" or even a "narrow fit" so that you can make the proper selection for your foot.

Keep in mind we try our very best to make sure colour of leather and appearance are as correct as possible.

In pursuit of the perfect fit, any additional information on your foot shape or size concerns can be added to the comments section during your checkout. 

Also, if you are uncertain about how any of our items are sized (North American versus European sizing scales), please do not hesitate to contact us.   

 

Payment

Lord’s Shoes and Apparel gladly accepts all major credit cards including Visa, Master Card, American Express and Paypal. All orders will be billed in Canadian funds. Of course, no charges will be processed until we confirm that the item(s) you have chosen is (are) available.  Sorry, we cannot accept credit notes or gift certificates towards on-line purchases at this time.

Taxes are calculated based on where we are shipping your item. All shipments within the province of British Columbia are subject to 12% Sales Tax (GST and PST). Shipments to the rest of Canada are subject to 5% GST. Taxes are applied to both the cost of the item and any shipping fees incurred.

All international orders will require customs and brokerage services and as this is unique to each location, Lord’s is unable to quote on the cost but we are happy to help in any way we can.

Sorry, we cannot ship an item as a “gift”. We must declare the purchased value of the item(s). 

 

The Ordering Process

Once we receive your order and confirm that we have the item(s) you have requested, you will receive a “Yes, it’s available!” email.  No charges will be processed until we are certain we have the item(s) “in stock” at our Vancouver location or warehouse(s).

Your order will then be processed. 

Orders placed after 3PM PST on Thursday will be processed the following Monday.  (Your order could be delayed if we require more info for security, shipping or billing so please make sure you have filled out all information completely and accurately.)

If your order requires any special instructions please include these details when placing your order and we will do our very best to meet your needs.

As soon as your payment has cleared, (this could take up to 7 business days depending on your method of payment), your order will be shipped.

Please be aware that the Lord's Boutique designers have tried their best to make the colours/leathers as close as possible to the pictured item(s). We apologize for any minor variations.

 

Shipping Details

All on-line orders will be shipped via Canada Post Express Service.  Please allow approximately 2-9 business days (after you have received a confirmation email) to receive your order depending on the Canada Post service in your area.  If you have special shipping/delivery instructions, (including requests for faster delivery*), please make a note in the comment section and if it’s possible, we will do our best to make it happen.

Shipping is “on us” on any regular priced order over $300 (before taxes) anywhere in Canada.  Otherwise you will be charged for shipping as follows:

$15 per item within Canada

$35 flat rate for shipments in the United States (duties and customs not included)

$50 flat rate for shipments outside of mainland North American (duties and customs not included)

*Please note that quicker delivery, international shipping and shipping rerouting usually involve extra fees.  

 

 Returns and Exchanges Policies

You are welcome to return or exchange any regularly priced item you purchased on-line.  A Request for Refund/Exchange RA (Return Authorization) must be emailed within 3 days of receiving your order. Please see the sections “Return for Refund” and “Return for Exchange” for more specifics.

Please note that our retail location on South Granville can NOT take or process returns, exchanges or refunds for on-line purchases. 

All returns and exchanges must be done through an insured carrier so that you are covered in the event a returned item doesn't make it back to us or arrives damaged.

An item is refundable if it is unworn, unaltered and in the original box and/or with all tags attached. Sale merchandise, items noted as “final sale” and shipping costs and duties are non-refundable.

The item must be wrapped properly to protect the box it was shipped with. Unfortunately, there are no exceptions with our return conditions; all items must be in “perfect, as new condition” when we receive them.  

Some examples of items that will not receive a refund (or Return Authorization):

  • worn/damaged/altered items
  • items without the original box and/or original tags
  • purses, evening bags, jewelry
  • sale or promotional items
  • duties and shipping costs
You are responsible for all freight costs and insurance to send your returned item(s) back to us. Please ensure that you have wrapped the package well so that the box is protected and use a reputable carrier. Don’t forget to keep your tracking number!
 

    Return for Refund

    Need to return your product for a full refund? No problem! Check out our “Returns and Exchanges Policies” section and make sure your item is returnable.  Then, contact us at orders@lordsshoes.ca.

    In your email please indicate that you are seeking an RA (Return Authorization) and what item(s) it is that you are wishing to return. Once we have all the details an RA will be issued to you. It is very important that this number be written on the outside of the returned package. The RA form must also be included in your returned box.

    As long as your package is delivered to us within 10 days from the date the RA was issued to you, you will receive a refund on the card with which you made the original purchase.  Please check the date on your RA to avoid confusion.  (A credit note will be issued for packages received after 10 days from the date the RA was issued.)  The refund may take up to 10 business days to process depending on your initial method of payment.

    Please contact us if you have any questions or concerns. While we must adhere to our returns and exchanges policies, we recognize that occasionally exceptional circumstances do occur.  If a reasonable solution is possible, we will try our very best to accommodate your needs so please don’t hesitate to let us know. 

    International Returns: require duties be prepaid by the sender. If you have questions about this process please contact us directly and we can help you out. If duties are not prepaid when Lord's receives your returned item, the value of the duty will be removed from your refunded amount. 

     

     

    Return for Exchange

    Received your shoe and need a different size/colour/style? No problem! Check out our “Returns and Exchanges Policies” section and make sure your item is returnable/exchangeable.  Then, email us at orders@lordsshoes.ca.

    In your email please indicate that you are seeking an RA (Return Authorization) for an EXCHANGE and what item(s) it is that you are wishing to return for an exchange. Once we have all the details an RA will be issued to you. It is very important that this number be written on the outside of the returned package. The RA form must also be included in your returned box.

    In addition, please indicate which item(s) you are requesting for the exchange.  If available, we will hold your requested item(s) until we received your returned package. As long as your package is delivered to us within 10 days from the date the RA was issued to you, we will process your new order and have it shipped to you. (A credit note will be issued for packages received after 10 days from the date the RA was issued.) 

    If your item is returned without an RA and/or is not in “perfect, as new” condition the item will be sent back to you at your expense and no refund or exchange will be given.

    Please contact us if you have any questions or concerns. While we must adhere to our returns and exchanges policies, we recognize that occasionally exceptional circumstances do occur.  If a reasonable solution is possible, we will try our very best to accommodate your needs so please don’t hesitate to let us know. 

     

     

    Requesting a Refund/Exchange RA (Return Authorization)

    A Step by Step Guide

    1. Email orders@lordsshoes.ca within 3 days of receiving your order to request an RA (Return Authorization).

                 Please indicate:

                    A) Style name or number

                    B) Colour and size

                    C) Reason for return/exchange

    In the case of an exchange, please indicate the item you would like to exchange for your returned item. Please include the style, colour and size. We will check our inventory and hold the item for you immediately.

    2. Once we have received and approved your request, we will send you an RA form with an RA number.

    3. Please wrap your parcel nicely and enclose the RA form. Include the original box with which the item was shipped.

    Write your RA number on the package.

    Pay and insure for it to be sent to:

                    Lord’s Shoes & Apparel Ltd.

                    RA #: (insert RA number here)

                    2932 Granville St.

                    Vancouver, B.C.

                     V6H 3J7

    Please make sure all returns are insured with a reputable carrier. Please do not return any package via a COD courier service as it will not be accepted and you will get stuck paying for it to travel back to you (and that can get expensive!) International Returns are required to have duties prepaid by the sender (you) otherwise this cost will be removed from your refund owed. You can always use our help to get through this process.

    4. Once the package has been received and assessed we will process your refund, exchange or credit note within 10 business days*. You will receive an email from us once we have issued the refund or credit note. Refunds will be issued to the original credit card with which the merchandise was purchased. If we are sending out an item for you in exchange please allow 5-10 business days to receive your new item depending on the Canada Post service in your area. You will be responsible for the freight cost of the exchanged item(s). This will be billed to the same credit card as the initial purchase unless you tell us otherwise. 

    *Returns can take up to 10 business to show up on your credit card statement depending on the method of payment. Lord's does not control this time line as it is all processed through PayPal. 

    If you are wondering if your item can be returned or exchanged after reading this section and the “Returns & Exchanges Policies” section or have any other questions, please email us at orders@lordsshoes.ca.

     

    Happy on line shopping!!!