CATALOGUE

I want to order an item but it is no longer available.

If your desired item is completely “out of stock,” we apologize for that, the number of pieces from each collection is limited it quantity, however, please submit your request to us, as we are sometimes able to find these previous collection pieces.

Why is the item I discovered online not available through your retail location or online store?

If the item you have seen online it is not available through our online store or retail location, it is most likely an item which was not brought to the North American marketplace.

ORDERS

Can I cancel or change my order?

If you have not yet received a shipment confirmation e-mail and you are within a timeframe of 48 hours since submitting your order (Monday to Friday), please contact customer care to check the status of your order and we can determine whether a modification is possible.

When am I charged for my order?

You will be charged at the time your order has been placed.

How long does it take for my order to be processed?

Orders are processed Monday to Friday between 9:30am and 4.30pm EST. We aim to process morning orders the same day however, we ask that you allow up to 72 hours for your order to be processed (Monday to Friday.) Please consider that orders placed on weekends and holidays are processed on the following business day. If there is a delay with your order, we will contact you directly to explain why your order has been held up.

Can I place an order over the phone?

Yes, our sales associates are available 10-6 Monday to Saturday at 416.483.0495.

Why haven’t I received an email confirmation for my order?

If you have not received an order conformation within 48 hours, it is likely that you order was not completed. This could be as a result of your requested item being out of stock. You will be contacted by one of our team members to provide you with options on your purchase.

Can I return an item in the store?

Yes, Items purchased on the website can be returned to the store within 14 days of purchase if unworn and undamaged, with the original tags attached. Sale Items must be returned within 7 days, Final Sale items cannot be returned or exchanged.

Can I return all or part of your order to us within 14 days after receiving your package?

Yes, provided that the garment is unworn and undamaged, with the original tag attached.

Why has my credit card been declined?

If you receive notification that your card or other payment method has been declined, please contact your bank or payment provider. Before doing so, please ensure that:

  1. The card details or payment information entered are correct. For example, your 16-digit code is correct and that you have selected the right card type.
  2. The billing address is the address registered to your card.
  3. The 3 or 4-digit security number is correct.
  4. Your credit card has not expired.

If you would like further assistance, please contact us.

SHIPPING

How long does it take to ship?

The shipping time required would be based on your requested location.

How much does shipping cost?

CANADA

  • Pick-up in store – free
  • Standard – $25.00 with purchase of less than $300, free over $300.00 (7-10 business days)
  • Express – $35.00 with purchase of less than $1000, free over $1000.00 (3-5 business days)

USA

  • Standard – $45.00 with purchase of less than $800 ( 7-10 business days)
  • Express – $65.00 with purchase of less than $1000, free over $1000.00 (3-5 business days)
  • Orders shipped outside of Canada are subject to import duties and taxes that cannot be determined at time of purchase. All additional charges, usually levied once shipment reaches your country, are the responsibility of the customer.
Where do you ship?

Cop.copine currently ships to across Canada and the United States. We do not, however, ship to APO/FPO addresses or P.O boxes.

How can I track my order?

Once your order has been shipped, you will receive a confirmation email. On this email you will find the Canada Post tracking number(s) so you can follow your package(s).

I am an international customer. What custom duties should I expect to pay?

Orders shipped outside of Canada are subject to import duties and taxes that cannot be determined at time of purchase. Currently, duty is free up to $800 USD for USA customers per day.

However, please note that all additional charges, usually levied once shipment reaches your country, are the responsibility of the customer.US orders may be subject to their country’s respective VAT. For further information regarding International taxes and duties, please contact your local customs office.

Where can I return my order?

Items purchased on the website can be returned to the store within 14 days of purchase if unworn and undamaged, with the original tags attached. Sale Items must be returned within 7 days, Final Sale items cannot be returned or exchanged.
If you ordered online, your refund will be issued once your returned item(s) has been received at our retail location. Please include a copy of your receipt or order conformation in the returning package.

How much is a return label?

Shipping fees are not refundable.

Why haven't I received my refund yet?

If you have not received your refund, please contact us at 416.483.0495 or through info@copcopinecanada.com 10 days, please contact us.

What if I have missed the returns deadline?

Unfortunately, we are unable to process a refund or exchange.

How do I contact customer care?

Please call our retail location: (416) 483-0495 (10am-6pm, Monday to Saturday) or send us an email at info@copcopinecanada.com.

How do I redeem a gift card?

cop.copine gift cards are redeemable online and in-store.

At the online checkout, please enter your gift card number and unique PIN. The amount spent will be deducted from your Gift Card balance. If the total value of your gift card is not spent, the balance remains redeemable.

Gift cards cannot be returned and are non-refundable.

What are the Gift Cards terms and conditions?

cop.copine gift cards are redeemable online and in-store.

What payment methods do you accept?

We accept payment by credit card.