Returns & Exchanges

In-Store Returns & Exchanges

Regular priced merchandise in its original, unused condition, with its original tags attached, may be returned for exchange or refund within 30 days of purchase. Sale merchandise in its original, unused condition, with its original tags attached, may be returned for exchange or refund within 14 days of the purchase. All returns and exchanges must be accompanied by the original receipt or gift receipt. Items marked as Final Sale cannot be returned or exchanged. Our Leased boutiques may have different return policies. Where their return policy differs from Holt Renfrew’s, the Leased boutique’s policy will apply.

Holt Renfrew Customer Service 

It is the policy of Holt Renfrew to delight our customers in any way we can. All merchandise returns are subject to the Return Policy and all decisions are subject to the discretion of Store Management.

Hygiene 

For reasons of hygiene and the personal safety of our customers, the following items may not be returned: pierced earrings, hosiery, underwear and swimwear.

Price Adjustments 

Holt Renfrew does not provide price adjustments on previously purchased merchandise.

Online Returns & Exchanges

Eligible returns can be mailed back using the prepaid return labels in your shipment(s) or made in store or dropped off via curbside.

Regular priced merchandise in its original, undamaged and unused condition, with its original tags and packaging, may be returned for refund or exchanged within 30 days of the order date, plus applicable shipment time. Sale merchandise in its original, undamaged and unused condition, may be returned for refund or exchanged 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.

Pre-Loved Merchandise Returns

Pre-Loved items are second hand and may include minor defects or signs of use. Holt Renfrew makes every effort to accurately represent the condition of Pre-loved items on the website. All Pre-Loved merchandise is checked prior to shipping to ensure it matches its description on holtrenfrew.com. If, when you receive your Pre-Loved item, it does not match the condition stated on Holt Renfrew’s online product page, please contact our Customer Care team for assistance to return your order [1-844-922-HOLT(4658) or Online.customercare@holtrenfrew.com].

Pre-Loved merchandise may be returned by mail or to the Concierge Desk at any Holt Renfrew store in accordance with Holt Renfrew’s “Online Returns and Exchanges” policy. Items must be unused or unworn since purchase, and returned in the same condition as they were received, including the authentication certificate and any included accessories such as straps, dust bags, original authentication card, padlocks, keys, mirrors, pouches, charms and/or tags.

Online Return Guidelines

Eligible returns can be mailed back using the prepaid return labels in your shipment(s) or made in store or dropped off via curbside. The prepaid 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. Refunds will not be processed until the merchandise is received by Holt Renfrew in accordance with our Return Policy.

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 5-10 business days from the receipt of your return at our fulfillment centres for processing and up to 5-7 business days for the refund to be posted to your credit card.

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

Returns by mail:

1. Complete the return form included with your online order, 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 prepaid shipping label and affix it to the outside of the box.
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 the nearest carrier drop off location.

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, including Holt Renfrew Ogilvy. To find your nearest store, please visit holtrenfrew.com. All refunds will be made to the original form of payment.

Exchanges

Subject to item availability, item(s) purchased on HoltRenfrew.com may be exchanged via mail or in-store. Simply return your item(s) and place a new order, or make a purchase in-store.

Merchandise exchanged or returned must be in accordance with Holt Renfrew’s Online Return Policy.

Gift Orders

Online gift orders may be returned by mail or in-store. Merchandise received as a gift must be in accordance with Holt Renfrew’s Online Return Policy and will require an order number, a pack slip, or shipping confirmation as proof of purchase.

Returns by mail:

Online gift orders returned by mail will be refunded back to the original method of payment.

Returns in store:

Online gift orders returned in-store will be refunded back to the original method of payment unless the customer requests to have it returned onto a Holt Renfrew Gift Card at the point of return.