FAQ
Orders & Shipping
How long will my order take to ship?
All orders are processed within 1–2 business days from our Vancouver showroom. Orders placed after 5:00 PM PST will be processed the following business day.
How long will it take to receive my order?
- Canada: 3–5 business days after shipment
- United States: 5–10 business days (standard shipping)
- International: Delivery times vary based on the shipping option selected at checkout
Delivery timelines are estimates and may be affected by carrier delays.
Do you ship internationally?
Yes, we ship worldwide from our Vancouver showroom.
How much does shipping cost?
- Complimentary shipping on orders over $300 within Canada
- Orders under $300 are charged a standard shipping fee
- U.S. & international shipping rates are calculated at checkout
Can I change or cancel my order?
If you need to make changes, please contact info@theuntoldchapter.com as soon as possible. We cannot guarantee modifications once an order has been processed.
Can I change my shipping address?
Depending on the status of your order, we may be able to update your shipping details. Please contact us promptly.
Can I upgrade my shipping after placing an order?
We may be able to assist depending on the stage of your order. Please contact us as soon as possible.
How can I track my order?
Once your order has shipped, you will receive a tracking number via email. If you created an account, you may also log in to view your order status.
I haven’t received my order—what should I do?
If your tracking information has not updated or your parcel cannot be located, please contact us at info@theuntoldchapter.com and we will assist you.
Duties, Taxes & Payments
Will I be charged taxes or duties?
Prices displayed on our website are exclusive of duties and import taxes.
- Canada: Applicable sales tax is calculated at checkout
- U.S. & International: Duties, taxes, and tariffs are determined upon import and are the responsibility of the customer at delivery
How much duties and taxes will I have to pay?
These charges are set by your local customs authority and vary by country. We are unable to estimate these fees in advance.
What forms of payment do you accept?
We accept all major credit cards, Apple Pay, and PayPal.
Returns & Refunds
What is your return policy?
Returns are accepted within 14 days of delivery, provided items are unworn, unused, and returned with all original tags and packaging.
How do I initiate a return?
- Canada: Returns are submitted through our return portal or simply by emailing us.
- U.S. & International: Please contact info@theuntoldchapter.com
Are return shipping costs covered?
- Canada: A prepaid label is provided; a $30 fee will be deducted from your refund
- U.S. & International: Customers are responsible for return shipping, as well as any duties or import fees.
When will I receive my refund?
Once your return is received and approved, refunds are processed within 24–48 hours.
Please allow 5–7 business days for the funds to appear on your statement.
Do you offer exchanges?
We do not offer exchanges at this time. We recommend placing a new order and returning your original item.
Are sale items eligible for return?
All sale items are Final Sale and are not eligible for return or refund, unless received damaged.
What happens if my return does not meet the requirements?
Items that are worn, damaged, or missing original tags will not be accepted and will be returned to the sender.
What if I receive a faulty item?
Please contact info@theuntoldchapter.com with images and details. We will review and advise accordingly. Where possible, a replacement will be offered; if unavailable, a full refund will be issued.
Orders & Products
Do I need an account to place an order?
No, you may check out as a guest or create an account.
Do you offer international sizing?
All sizing is based on U.S. standards. Measurements are available on each product page, along with a detailed size guide.
What is a pre-order item?
Pre-order items are styles that are currently out of stock but available for purchase ahead of restock. Estimated shipping dates are listed on the product page.
When will my pre-order ship?
Shipping timelines for pre-orders are provided on the product page. You will receive tracking information once your item has been dispatched.
Can I return a pre-order item?
Yes, standard return policies apply to pre-order items.
What if an item is out of stock?
You may sign up for restock notifications on the product page to be alerted when the item becomes available.
Promotions & Gift Cards
How do I use a discount code?
Discount codes must be applied at checkout. We are unable to apply codes after an order has been placed. Discount codes are not valid on sale items.
How do I purchase a gift card?
Gift cards are available through our website and can be used online or in our showroom. Gift cards are delivered via email.