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Shipping Policy

Holt Renfrew is pleased to offer shipping anywhere in Canada. Our processing time starts from the moment your order is successfully submitted and may take up to 2 business days to dispatch your order. However, please be aware that processing and handling time may be extended during peak sale periods. Before we can ship your order, we may need to hold your order for payment verification and confirm your details with your card issuer. We will do our very best to minimize delays.

Shipping Rates and Times

Shipping Option Delivery Time Cost**
Standard Ground 3-7 business days* Under $100: $10
Over $100: Free
Express*** 2-3 business days* $25

*Plus applicable processing and handling time. Please note, remote area deliveries may experience longer shipping times.

**Please note that we reserve the right to amend shipping rates at any time, without notice.

***Subject to availability.

Delivery

Shipping windows are estimates and delivery times are not guaranteed as orders may experience unexpected delays (e.g., traffic, weather, additional payment analysis, etc.). Please allow extra time for deliveries to remote markets. When ordering, a phone number is required for the destination shipping address so our carriers can contact the recipient if required. Delivery is only available Monday through Friday, not including federal and provincial statutory holidays.

Where customer makes an error in the delivery address and the shipment is delivered to the address as specified, Holt Renfrew will make commercially reasonable efforts to retrieve the shipment if possible, but will not be responsible if its efforts are not successful.

A signature may be required unless you have elected to permit the carrier to deliver packages without obtaining a signature. In lieu of a signature, a verbal acknowledgement from the person who receives the package may be collected at the time of delivery. In such cases, the acknowledgement by the person who received the package at the delivery address will be taken as proof of delivery. If a shipment notice is left at your door, you must collect items from the designated carrier pick-up location within the pick-up window to avoid your order being returned to Holt Renfrew. We are unable to change the shipping address once your order has been submitted.

Where a customer has an existing agreement with the carrier to accept deliveries without providing a signature, Holt Renfrew will not be liable for loss of any package(s) for which a delivery signature or acknowledgement was not obtained.

Holt Renfrew reserves the right, in its sole discretion, to refuse, cancel and/or stop any shipment requested to a customer or address that has previously made a claim for loss of a Holt Renfrew shipment and the customer will not be charged. Where a shipment is cancelled or stopped after payment has been processed, the transaction will be reversed.

Tracking Your Order

We will send updates regarding the status of your order to the email address you provided when placing your order, including when your item(s) ship. You can also view your order status by logging into your account if you checked out as a Registered User.

Availability

Shipping is subject to product availability. In exceptional cases, where inventory for select items is no longer available, that item may be removed from your order and all other items will be shipped. Refer to your shipment confirmation email to review all items shipped and the amount charged to your card. Depending on the size of your items and fulfillment location, you may receive your order in multiple packages. Check your tracking information in your shipping confirmation email to determine if you should expect multiple shipments.

Restrictions

Certain aerosols and alcohol-based products, such as fragrances and nail polish, are considered hazardous materials by Transport Canada, and must be shipped using Standard Ground shipping. Perishable food items may also be subject to shipping restrictions.

Returns

Return shipment tracking numbers are not linked to Holt Renfrew’s records of customer’s online orders. Customers are responsible for obtaining a copy of their return shipment tracking number (printed on the return shipping label) and obtain a receipt when the return shipment is tendered to the applicable carrier.

In order for a return to be processed, the merchandise must be received by Holt Renfrew. Holt Renfrew is not liable for any damage to or loss or mis-delivery of any return package(s), even in circumstances where Holt Renfrew has arranged and or paid for shipping. Customers are advised to consider obtaining coverage for loss or damage from the applicable carrier.