Online Returns & Exchanges

 

*Due to the Canada Post strike, we recommend that you visit your local store first to do an easy exchange or refund. However, if your online order items are only eligible for refund via Return by Mail, we recommend you choose and alternative courier than Canada Post at this time. If you choose to utilize Canada Post, please be prepared for a significant delay on us receiving your returned items.

Extended Holiday Return Policy:

Holiday purchases made after November 1st, 2024 may be returned to our warehouse by mail for a full refund until January 27th, 2025. Alternatively, you may return or exchange your purchase in-store at any West49 location until January 11th, 2025.

*No in-store returns or exchanges will be accepted on December 26th, 27th, and 28th, 2024. Please note that in-store returns will resume on December 29th, 2024.

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Returns by mail, or in-store returns and/or exchanges, are valid within 30 days from the original order date. Items must be returned unwashed, unworn and undamaged with the tags attached, accompanied by the invoice.

Refunds will be applied to the original method of payment. Items purchased at 70 - 80% off, or under a Buy 1 Get 2 Free promotion are final sale and cannot be returned or exchanged by mail or in-store. All items purchased under promotions Buy 2 Get 1 Free, Buy 1 Get 1 for 10 Cents, Buy 1 Get 1 for 1 Cent, Buy 1 Get 1 for $1 or Buy 1 Get 1 Free can only be exchanged in-store. Items under these promotions are eligible for a full refund under the condition that the regular priced item, and discounted item are both returned by mail or in-store.

Please Note: Prices displayed on the website do not include taxes. When you proceed to purchase your order, sales tax  (where applicable) will be calculated on the total value of merchandise, as well as shipping charges, and will be displayed on your Order Summary page.

How do I return by mail?

1. A return form is included in each package. If you have lost your return form, you can print a blank copy from our website here.

2. Fill out all the required information on the return form including your order number, SKU number of the items you are returning (found on the tags or invoice) and the return code.

3. Securely pack the items, return form and invoice in a box, envelope or bag of your choice.

4. The customer is responsible for shipping fees incurred in the return process. These fees are non-refundable.

Please return the items to:

            West49 Online Returns
            167 Bentworth Ave
            North York, ON M6A 1P6

    5. Drop the package off at your nearest post office, or arrange a Canada Post pickup by calling 1-866-607-6301 or by visiting the Canada Post website: canadapost.ca/cpc/en/business/shipping/request-pickup.page

    •   A confirmation email will be sent to you once the return has been received, and processed by our warehouse returns team.

    •   The refund will be applied back onto the original method of payment within 3-5 business days once processed.

    •   Returns under $5.00 will not be accepted back at our warehouse, and will be returned to the customer.

    •   Online returns are eligible for a refund only

    • If a gift card has been used as original form of payment , please keep the gift card in order to get a refund if needed.


    How do I exchange by mail?

    Need to exchange the size and/or the colour of an item but cannot visit one of our locations? Simply return your item to us by mail for a full refund, and place a new order with the new item(s). Once you receive your order number, please reach out to our Customer Service Team at onlinehelp@west49.com and we will happily refund your shipping fee and adjust the price accordingly.


    How do I return or exchange my online purchase in-store?

    For in-store returns, please bring your items and order invoice (included in your package) to any West49 location near you. Returns and/or exchanges for online purchases must be done within 30 days of the order date. Once the return is accepted, the refund will be processed to your original method of payment*. Please allow 3-5 business days for the funds to be applied to your account.

    *Note for PayPal and Apple/Google Pay Customers:  Returns on items purchased using PayPal or Apple/Google Pay may only be refunded to the original method of payment when returned by mail. Should you wish to return or exchange your items in person, the refunded amount will be applied to a merchandise card which can be used in-store or online.

    How do I return or exchange an item purchased using installments by Klarna?

    Returns on items purchased using Klarna as method of payment cannot be processed in-store at this time. Please return by mail using the instructions listed above. Klarna will be notified of your return and will adjust your payments accordingly. Please do not return your purchase to Klarna. 

    Can I return or exchange items on Final Sale or Promotion?

    •   All gift cards, underwear, and swimwear are final sale and cannot be returned or exchanged by mail or in-store.

    •   All final sale items listed at 70-80% off, or under a Buy 1 Get 2 Free promotion cannot be returned or exchanged.

    •   All items purchased under promotions Buy 2 Get 1 Free, Buy 1 Get 1 for 10 Cents, Buy 1 Get 1 for 1 Cent, Buy 1 Get 1 for $1, Buy 1 Get 1 for $5, Buy 1 Get 1 for $10 or Buy 1 Get 1 Free, can only be exchanged in-store. Items under these promotions are only eligible for a full refund if both items are returned by mail or in-store (regular priced item and discounted item).

     

      How do I return a damaged item?

      If you receive a damaged or defective item in your order, please reach out to our Customer Support team at onlinehelp@west49.com and include a photo of the item. We will do our best to replace the item if still in stock.

       

      In-store return policy (in-store purchases)


      Returns and/or exchanges for in-store purchases must be made within 14 days.
      Items must be returned unwashed, unworn and undamaged, with tags attached, along with your receipt.

      Upon return or exchange, your name, address, telephone number and signature will be requested for verification purposes. We do not offer refunds.

      The amount of the return will be applied as a store credit onto a merchandise card. This card may be used in-store or online.

      All clearance items, underwear and swimwear are final sale.

       

      Still need help?

      Our Customer Support Team is here to assist you! Please email us at: onlinehelp@west49.com