Shipping Policy

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

Shipping Rates and Times

*Plus applicable processing and handling time. Remote area deliveries may experience longer shipping times.

**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 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.

Our carriers deliver based on the delivery methods specified by Holt Renfrew and will not accommodate any special notes left in your shipping address information on your order.

Proof of Delivery

Holt Renfrew’s delivery carriers utilize a variety of methods to establish proof of delivery. These methods may include one (or more) of the following: (i) a signature from the person who received the shipment, (ii) the name of, or a verbal acknowledgement from, the person who received the shipment at the delivery address, or (iii) a photo of the package left at the delivery address. If the intended recipient is not available to receive the package at the time of delivery, the package may be left at the delivery address, released to another member of the household, or to the building’s concierge or mailroom.

Where Holt Renfrew’s delivery carrier can establish that the shipment was delivered to the address specified by the customer using any of the aforementioned methods, the shipment will be deemed received by the customer. If a shipment notice is left at your door, your shipment must be collected from the designated carrier pick-up location within the pick-up window to avoid your order being returned to Holt Renfrew.

Where a customer has an existing agreement with the carrier to accept deliveries without providing a signature, Holt Renfrew will not be liable for the 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 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 for the purchase. 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, an item may be removed from your order and all other available 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 the 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 labels generated through our online returns portal will be automatically linked to the original order number.

In order for a return to be processed, the merchandise must be received by Holt Renfrew. Holt Renfrew is not liable for any damages to, loss, or misdelivery 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.