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Returns & Exchanges

 

Online Return Policy

Regular priced merchandise in its original, undamaged and unused condition, with its original tags and packaging, may be returned for refund within 30 days of the order date, plus applicable shipment time. Sale merchandise in its original, undamaged and unused condition, may also be returned for refund within 14 days of the order date, plus applicable shipment time. All returns and exchanges must be accompanied by the shipment email or packing slip. Items marked as Final Sale cannot be returned or exchanged.

For reasons of hygiene and the personal safety of our customers, we regret that the following items may not be returned: cosmetics, perfume, pierced earrings, hosiery, underwear and swimwear. Items that do not comply with this return policy will be sent back to you.

Holt Renfrew does not give price adjustments on previously purchased merchandise. Items marked as Final Sale cannot be returned or exchanged.

Return Guidelines

Your return address label and Canada Post pre-paid return label must be clearly affixed to the outside of the box; the return form, including reason for the return, must be included inside the box with the merchandise being returned. Please keep the return tracking number for your records. Holt Renfrew is not responsible for delayed or lost packages. Holt Renfrew will not be liable for any returns received that do not comply with the return requirements. We will not provide refunds for returned merchandise we do not receive.

Once Holt Renfrew receives your return and determines that it complies with this Online Return Policy, we will refund the cost of your merchandise, plus applicable taxes, to your original method(s) of payment. Please allow 2 business days from the receipt of your return at our warehouse for processing and up to 5 business days for the refund to be posted to your credit card. An eGift Card may be issued for refunds that cannot be processed on the original credit card. Your eGift card will be provided in your return confirmation email.

Holt Renfrew will not be liable for any returns received that do not comply with the return requirements.  Returns that do not comply with the return requirements will be sent back to the original shipping address on the order. If this package remains unclaimed, we will not issue a refund. Any additional shipping of this product will be at the purchaser’s expense.

How to Return

Eligible returns can be made in store or be mailed back to the warehouse using the return labels in your shipment.

Returns by mail:

  1. Complete the return form on the back of your packing slip, marking the details of the item(s) returned and reason(s) for the return.
  2. Enclose the return form with the merchandise to be returned in the box.
  3. Pack items safely, peel off the return address label from the front page of the packing slip and affix to the outside of the box along with a paid shipping label.
  4. Mark your postal code on the return shipping label in the space provided and retain the tracking number for your records.
  5. Take your package to your nearest carrier drop off location.


If you are not using the provided return address label, please ensure to pay for return postage and address your return to:

6100 Freemont Blvd.
Mississauga, ON
L5R 3V7

Only items purchased on holtrenfrew.com can be returned by mail.

Returns in store:

Bring your shipment confirmation email and/or packing slip along with item(s) to be returned to any Holt Renfrew store location, excluding Ogilvy and hr2. To find your nearest store, please visit holtrenfrew.com. All refunds will be made either to the original form of payment; or, to a Holt Renfrew eGift Card if requested in store. All Holt Renfrew eGift Cards can be used towards purchases both online and in store.

Exchanges

Exchanges by mail:

We do not accept exchanges via mail at this time. Merchandise may be returned in accordance with this Online Return Policy, and a new order will need to be placed online at holtrenfrew.com.

Exchanges in store:

Exchanges can be made in store, excluding Ogilvy and hr2, and are subject to item availability.

Gift Orders

You may return a gift either by mail or in a Holt Renfrew store, excluding Ogilvy and hr2. Gift orders returned by mail will be refunded to the original method of payment. Gift orders returned in store can be requested to be returned to a new eGift Card. All Holt Renfrew eGift Cards can be used towards purchases both online and in store, excluding Ogilvy and hr2. Please ensure to bring a copy of the purchaser’s packing slip or shipment confirmation to act as proof of purchase.