All of our parcels are delivered by Canada Post, to the address provided when the order was placed.
You will receive your invoice by e-mail once a TRISTAN expediting store will have processed your order.
It is possible to receive your order in more than one delivery, and this at no additional charge. If the items of your order are shipped separately, you will then receive one invoice per parcel.
As soon as your parcel is collected by Canada Post, the tracking information available on your invoice will be updated. If you are absent at the time of delivery, a notice will be left at your door informing you of which Canada Post office will be holding your parcel for the next 10 business days.
The courier delivery delays are:
- In-Store Delivery [ 2 – 4 Business Days ] - Free
- Standard Shipping [ 3 – 19** Business Days ] - Free***
- Express Shipping [ 1* - 2** Business Days ] - 15.00
- Additional delays in peak periods to be determined by Canada Post.
- * Orders placed before 9am (ET)
- ** For remote areas
- *** On orders of $100 or more before taxes
IN STORE DELIVERY
You can choose to pick up your order at the TRISTAN store of your choice. The delivery delays for in-store deliveries usually take between 2 and 4 business days depending on stock availability. In-store deliveries are free of charge.
If you are not completely satisfied with an item, simply return the item unworn, unwashed and unaltered, with all original labels in place, within 30 days of the purchase date. The amount of the return will be credited on the same credit card used at the time of purchase, minus any shipping fees. *Please note that purchases made in store can only be exchanged or refunded in store, within 14 days of the purchase date.
RETURNS OR EXCHANGES IN STORE
All online purchases can be returned for refund or exchanged in store. Simply present yourself to the TRISTAN store of your choice within 30 days of the purchase date with a printed or digital copy of your invoice. The items to be returned must be unworn, unwashed and unaltered, with all original labels in place.
In store refunds are issued on the original method of payment used at the time of purchase. Your refund invoice will be sent by e-mail. Know that your financial institution can take 2 to 5 business days to process your refund.
RETURNS BY MAIL
Returns by courier are free of charge and made with Canada Post.
To initiate a return, you can:
Log into your client account and generate your own, pre-paid Canada Post return label or,
Contact us by e-mail at Sarah.Service@TristanStyle.com with the following information:
- Your order or invoice number,
- the product reference number, the size and colour of the item(s) to be returned.
A customer service representative will provide you with the information needed to proceed with your mail-in return by e-mail. You will have the option to print your pre-paid and pre-addressed return shipping label or to have it printed at any Canada Post outlet. Your return parcel can be dropped in a Canada Post mailbox if the parcel is small enough or at any Canada Post outlet.
You can always opt to return your package via another carrier and cover the shipping costs. TRISTAN will not accept any packages where shipping fees must be paid on delivery.
The refund will be completed within 5 days after the reception of your parcel by our warehouse.
For more information on web-related inquiries, please contact Sarah Service toll-free at 1-888-242-9242, from Monday to Friday, between 9AM and 5PM EST or by e-mail at Sarah.Service@TristanStyle.com.
We suggest placing a new order for the desired item and proceed to the return of the item with which you are not satisfied. If delivery fees are applied, contact Sarah Service to avoid being charged twice for the shipping fees. You can contact Sarah Service toll-free at 1-888-242-9242, from Monday to Friday, between 9AM and 5PM EST or by-mail at Sarah.Service@TristanStyle.com.
For hygienic reasons, we do not refund or exchange underwear, bodysuits and earrings. Gift cards are final sales.
Refunds will not be made for TRISTAN's "Eau de Parfum" if the wrapper seal has been opened or if the packaging has been damaged