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.

Online Returns & Exchanges

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. Our online marketplace licensed vendors may have different return policies than Holt Renfrew. Where their return policy differs from Holt Renfrew’s, the online marketplace licensed vendor’s policy will be shown on the product page and in your shopping bag and will apply to your purchase.

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.

Frequent Returns and Commercial Use 

To maintain fairness, Holt Renfrew monitors the number of returns made by customers. Where Holt Renfrew believes repeated misuse of the Return Policy has occurred, or where Holt Renfrew reasonably believes purchases were made for commercial use (e.g. influencers, stylists, etc.), or to take advantage of promotional offers, and subsequently returned, Holt Renfrew may impose restrictions on a customer account, such as refusal to accept future purchase orders or return requests.

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

Eligible returns can be mailed back or made in store. Visit the Order Tracking page to request a return label and manage your returns. The prepaid return label must be clearly affixed to the outside of the shipping box. When returning shoes by mail, please be sure to place the shoe box inside a separate shipping box. 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. Shipping fees are non-refundable. Please allow 3-5 business days from the receipt of your return at our fulfillment centres for processing and up to 3-5 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. Click here to start your return
2. Sign in to view your Order Details, or enter your online order number and email address
3. Click “RETURN ITEMS”
4. Select the item(s) you wish to return, and select the quantity and reason(s) for return from the drop down menus
5. Click “RETURN ITEMS” to initiate the return process and a FedEx label will be sent to your email
6. Pack the item(s) safely, affix the FedEx return label to the outside of the box, and drop off at your nearest FedEx location

Only items purchased on holtrenfrew.com and are in accordance with our return policy can be returned by mail.

Return labels received will automatically be linked to the original order number. If you are unable to request a return label and require assistance, please contact Customer Care.

Returns in store:

Subject to item availability, item(s) purchased on holtrenfrew.com may be exchanged in-store. Otherwise, simply return your item(s) online and either place a new order or make a purchase in-store.

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.