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Frequently Asked Questions

  • Can you ship to countries outside of Canada through a freight forwarding address?

    At this time we are only able to ship to addresses within Canada, and we cannot accept freight forwarding addresses.

  • How do I purchase an item I saw on your site, which is not available for sale online?

    You may contact any Holt Renfrew store and an associate will be pleased to assist you in locating the item in question.

  • How do I modify or cancel my order?

    Please contact Customer Care immediately after placing your order at 1-844-922-HOLT (4658). We begin processing orders immediately, but we will do our best to accommodate your request or offer an alternative solution where possible.

  • When I add an item to my shopping bag, is the item reserved for me until I decide to place my order?

    Items added to your shopping bag are not reserved until an order is placed. To avoid being disappointed, we encourage you to place your order once you are certain of your intent to purchase.

  • How do I view your site from a tablet or mobile device?

    For your convenience, the website is optimized to adjust in size to accommodate any digital screen.

  • I’m having a technical issue with your website; can you help me resolve this?

    The Holt Renfrew website has been tested to work on multiple devices and browsers. However, you may find that switching to a different browser, deleting cookies and/or cache may resolve the technical issue you are experiencing.

    If you still continue to experience the error, please contact Customer Care at 1-844-922-HOLT (4658). You may need to provide information about your device and browser for our team to troubleshoot, so please ensure this information is handy.

  • What currency are items displayed in?

    All items on the Holt Renfrew website are displayed in Canadian currency only.

  • Why do you no longer have a Holt Icon Privileges program, and how does entering my Customer ID at checkout benefit me?

    This decision was driven by customer feedback and Holt Renfrew’s commitment to show our appreciation to our most loyal customer, in a meaningful and relevant way. Customers will continue to receive the tailored approach to their shopping experience that they have come to know at Holt Renfrew. This will include complimentary alterations and throughout the year, a curated assortment of special offers, front-of-the-line access, and exclusive invitations to one-of-a-kind events.

    Entering your Customer ID when you checkout as a registered user online will help us improve your omni-channel experience and connect your online and in store customer records. If you are not aware of your Customer ID, please reach out to Customer Care at 1-844-922-HOLT to add this to your account

  • I have not yet received my package, what do I do?

    You may view your tracking details to determine if your package is still in transit. If the item appears in transit past its expected delivery date with no recent movement, please contact Customer Care at 1-844-922-HOLT (4658).

    If your package shows as delivered, it may have been left in your community mailbox, signed by and received by another member of your residence, or your reception/concierge desk. If this is not the case, please contact Customer Care at 1-844-922-HOLT (4658).

  • How do I return items that were shipped to me that I didn’t order?

    Please contact Customer Care at 1-844-922-HOLT (4658) where they will provide you with a return shipping label, and place a new order for the correct item subject to availability.

  • Does Holt Renfrew offer price adjustments or price matching on previously purchased merchandise?

    Holt Renfrew does not offer price adjustments on previously purchased merchandise. In addition, we are unable to offer price matching with other retailers.