Orders & Returns

ORDER STATUS

How can I check my order status? If you are a registered user, click here to login.

ORDER HISTORY

How can i check my order history? If you are a registered user, click here to login.

When you are logged in, go to My Account / My Orders and you will be able to check the status of your order.

PAYMENT

All payments are subject to validation and authorization by both the card issuer/credit company and us to maintain security and prevent fraud. Payment security has a very high priority. Therefore, all information is sent through encrypted servers.

We accept the following payment types:

• Visa
• MasterCard
• PayPal
• Sezzle

If you pay with a credit card, your card will be authorized when you place your order, and you will receive an email confirming that your order has been successful.

If your card is not authorized, no charge will appear, and you will be notified immediately on the screen that the payment was unsuccessful. You will be asked to provide another method of payment.

GENERAL RETURNS POLICY

• We offer refunds rather than exchanges. That way you can re-order any style/color/size that you want, and at any time you want. We offer free shipping on replacement orders, please contact customer support for details.
• You have 30 days from the day your item is shipped to initiate a return.
• All items must be received in their original, not damaged, altered, used, perfect, re-sellable condition. To preserve the quality of the original packaging, the original shoe box must be enclosed in another bag/box before returning. You may re-use the packing bag from the original shipment, or another form of packaging (plastic, paper, etc.), as long as it adequately protects the original shoe box. Items returned with tape or labels directly on the original box will be refused or subject to a $15 restocking fee.
• We only accept returns on items purchased from our website.
• A refund will be issued for the purchase price, plus the original shipping charge if applicable.
• Refund will only be applied to the original credit card account used for purchase.
• You are responsible for return shipping costs.
• If our warehouse is unable to accept your return, the merchandise will be returned to you without a refund.
• Most credits are applied within 5 business days of receipt of the item, allowing for processing and inspection time.
• You will receive a confirmation email when your account has been refunded.

30 DAYS RETURN POLICY: DETAILED INSTRUCTIONS

!! Holiday Return Extensions !!

Our 2024 Extended Holiday Returns Policy allows items purchased between now and December 15 to be returned by January 15.

1 - Eligibility

• Merchandise can be returned within 30 days of receipt.
• We do not offer exchanges. We have found that it is easier for both parties if a refund is made on the return, then you may make a new purchase for a replacement product.

2 - Shipping Return Fee

• Return shipping is at the customer's cost.
• Canada Post Ground is often the least expensive method.

3 - Packaging

• Pack the unused/unworn item(s) securely in the original product packaging with all paperwork, parts and tags.
• Original boxes must be wrapped in paper or plastic or put into another shipping box.
• Packages returned with shipping labels or tape attached directly to the shoe box will be denied

4 - Return Label

• Please ensure your name and order number and reason for return is in the package with the merchandise. Create a return label using the following address or (download return label template).
  • Retours Web Returns
    c/o NEON ENTREPÔT
    6550 rue St-André
    Montréal, QC H2S 2K9
    (Download PDF Template)
• It is recommended that you ship using a Tracking Number. Make certain to keep the Tracking Number for your records.
• We will not be responsible for damaged, misdirected or lost return packages.

5 - Refund

• Once return products have passed inspection, a full refund will be issued within 5 to 10 business days.
• An email will be sent when the return has been processed.
• Returns made within 30 days of purchase will receive a refund to the original method of payment used for the purchase.
• The postmark date of the return package will be considered the return date.