BACK TO TOP

Customer Service

RETURNS AND EXCHANGES

Changed your mind? Don't worry, we got you. Our goal is to ensure that you are happy with your entire shopping experience. Please refer to your shipping invoice and refer to our return and exchange options below:



ONLINE PURCHASES
  Regular Merchandise Sale Merchandise Outlet &
Online-Exclusive Merchandise
Final Sale/Clearance Merchandise,
Jewellery, Intimates, Promotional
Merchandise,
Gift Cards
Refund or
exchange by mail
FINAL SALE
Refund or
exchange in store
n/a n/a




IN-STORE PURCHASES
  Regular Merchandise Sale Merchandise
Outlet Merchandise,
Final Sale/Clearance Merchandise,
Jewellery, Intimates, Promotional
Merchandise,
Gift Cards
Refund n/a FINAL SALE
Exchange or
store credit

*Please note that in-store returns and/or exchanges will not be accepted on Black Friday, November 23rd, 2018.

ONLINE PURCHASE – RETURN AND EXCHANGE DETAILS

Not loving it? No problem, we're here to help. See our online return policy below. Bought it in a store? See our in-store return policy here.



  • REGULAR PRICE MERCHANDISE PURCHASED ONLINE
    • 1.Refunds by mail

      Within 15 days of the purchase date, you can return your item(s) by mail for a full refund to the original method of payment with shipping fees deducted.

      • Merchandise must be returned unworn, unaltered and with all tags attached.
      • Some items, such as dresses, jumpsuits and men’s blazers have special return and exchange policies.
      • Jewellery, bodysuits and intimates are final sale due to the nature of the items.
      • Final sale conditions may apply on promotional clearance items and will be indicated on the packing slip.
      • You may return your item(s) by taking advantage of our flat rate fee of $7.50 plus tax, which will be deducted from your refund, or by using a shipper of your choice.
      • To request a return, please follow the step-by-step instructions found in the section below. Please note that returns sent without an approval will not be accepted.

      How to request a return for a refund

      1. Click here to request an online return.
      2. Click on the "Return Items" button. Please note that you will need to provide the Order Number and Email Address used when you placed the order.
      3. On the Returns page, select the item(s) you would like to return.
      4. Select a reason for the return.
      5. Review your information.
      6. Select the shipping method you would like to use.
      7. You will receive an email within 1-2 business days with information about how to ship your item(s) back.
      8. Ship your item(s) within the 15-day period by using the Easy Return Label you received, or a shipper of your choice.

      Online refund processing

      We will process your refund to the original method of payment within 3-5 business days following the reception of merchandise at our Returns Department. You will receive an email once the return is completed.

      Please note that refunds processed through a PayPal account may encounter longer delays. PayPal reserves the right to an additional 2-5 business days in order to validate the refund transaction.

    • 2. Exchanges by mail

      Really love the item but want a different size/colour? Return your item(s) by mail and we will be glad to offer you FREE SHIPPING on your replacement order. Follow these step-by-step instructions found in the section below and be sure to select the exchange option.

      How to request an online exchange

      1. Click here to request an online return.
      2. Click on the "Return Items" button. Please note that you will need to provide the Order Number and Email Address used when you placed the order.
      3. On the Returns page, select the item(s) you would like to return.
      4. Select the Free Shipping on replacement order option.
      5. Review your information.
      6. Select the shipping method you would like to use.
      7. You will receive an email within 1-2 business days with information about how to ship your item(s) back.
      8. Ship your item(s) within the 15-day period by using the Easy Return Label you received, or a shipper of your choice.

      Online exchange processing

      Once you’ve received the one-time Free Shipping code sent to your e-mail, you can go ahead and place your replacement order. We will process your refund to the original method of payment within 3-5 business days following the reception of merchandise at our Returns Department. You will receive an email once the return is completed.

      Please note that refunds processed through a PayPal account may encounter longer delays. PayPal reserves the right to an additional 2-5 business days in order to validate the refund transaction.

    • 3. In-store returns of regular price online purchases

      Prefer to exchange or receive a refund for your regular priced online purchase in store? We would love to see you. Please visit a LE CHÂTEAU store (excluding Outlet Stores) near you within 15 days of the purchase date.

      • Merchandise must be unworn, unaltered merchandise with all tags attached.
      • Some items, such as dresses, jumpsuits and men’s blazers have special return and exchange policies.
      • Original shipping invoice must be presented.
      • Jewellery, bodysuits and intimates are final sale due to the nature of the items.
      • Final sale conditions may apply on promotional clearance items and will be indicated on the packing slip.
      • Sale, Outlet, or online exclusive merchandise cannot be returned in store. Please return your item(s) by mail.

      In-store return processing of online purchases

      Your refund will be automatically credited to the original method of payment with shipping fees deducted.

      Please note that refunds processed through a PayPal account may encounter longer delays. PayPal reserves the right to an additional 2-5 business days in order to validate the refund transaction.

  • SALE, OUTLET AND ONLINE-EXCLUSIVE MERCHANDISE PURCHASED ONLINE
    • 1. Refunds by mail

      Within 15 days of the purchase date, you can return your item(s) by mail for a full refund to the original method of payment with shipping fees deducted.

      • Merchandise must be returned unworn, unaltered and with all tags attached.
      • Some items, such as dresses, jumpsuits and men’s blazers have special return and exchange policies.
      • Jewellery, bodysuits and intimates are final sale due to the nature of the items.
      • All clearance items are final sale.
      • You may return your item(s) by taking advantage of our flat rate fee of $7.50 plus tax, which will be deducted from your refund, or by using a shipper of your choice.
      • To request a return, please follow the step-by-step instructions found in the section below. Please note that returns sent without an approval will not be accepted.

      How to request a return for a refund

      1. Click here to request an online return.
      2. Click on the "Return Items" button. Please note that you will need to provide the Order Number and Email Address used when you placed the order.
      3. On the Returns page, select the item(s) you would like to return.
      4. Select a reason for the return.
      5. Review your information.
      6. Select the shipping method you would like to use.
      7. You will receive an email within 1-2 business days with information about how to ship your item(s) back.
      8. Ship your item(s) within the 15-day period by using the Easy Return Label you received, or a shipper of your choice.

      Online refund processing

      We will process your refund to the original method of payment within 3-5 business days following the reception of merchandise at our Returns Department. You will receive an email once the return is completed.

      Please note that refunds processed through a PayPal account may encounter longer delays. PayPal reserves the right to an additional 2-5 business days in order to validate the refund transaction.

    • 2. Exchanges by mail

      Really love the item but want a different size/colour ? Return your item(s) by mail and we will be glad to offer you FREE SHIPPING on your replacement order. Follow these step-by-step instructions found in the next section and be sure to select the exchange option.

      How to request a return for a refund

      1. Click here to request an online return.
      2. Click on the "Return Items" button. Please note that you will need to provide the Order Number and Email Address used when you placed the order.
      3. On the Returns page, select the item(s) you would like to return.
      4. Select the Free Shipping on replacement order option.
      5. Review your information.
      6. Select the shipping method you would like to use.
      7. You will receive an email within 1-2 business days with information about how to ship your item(s) back.
      8. Ship your item(s) within the 15-day period by using the Easy Return Label you received, or a shipper of your choice.

      Online exchange processing

      Once you’ve received the one-time Free Shipping code sent to your e-mail, you can go ahead and place your replacement order. We will process your refund to the original method of payment within 3-5 business days following the reception of merchandise at our Returns Department. You will receive an email once the return is completed.

      Please note that refunds processed through a PayPal account may encounter longer delays. PayPal reserves the right to an additional 2-5 business days in order to validate the refund transaction.

  • IN-STORE PURCHASE – RETURN AND EXCHANGE DETAILS

    Want to return your in-store purchase? No problem. Come visit us and we will do our best to take care of you. See our in-store return policy below. Bought it online? See our online policy here.


  • REGULAR STORES

    REGULAR PRICE MERCHANDISE

    Within 15 days of the purchase date, you can exchange your item(s), receive a refund to the original method of payment, or receive a Store Credit* at any LE CHÂTEAU store (excluding Outlet Stores).

    *Please note that in-store returns and/or exchanges will not be accepted on Black Friday, November 23rd, 2018.

    SALE MERCHANDISE

    Within 15 days of the purchase date, you can exchange your item(s), or receive a Store Credit* at any LE CHÂTEAU store (excluding Outlet Stores).

    • Merchandise must be returned unworn, unaltered and with all tags attached.
    • Original sales receipt must be presented.
    • Some items, such as dresses, jumpsuits and men’s blazers have special return and exchange policies.
    • Jewellery, bodysuits and intimates are final sale due to the nature of the items.
    • Final sale conditions may apply on promotional clearance items and will be indicated on the sales receipt.
    • Item(s) returned with a Gift Receipt can be exchanged, or we will issue a Store Credit*.
    • All returned items purchased using a LE CHÂTEAU Gift Card, Prepaid Credit Cards, or Mall Gift Card will be refunded as merchandise credit back onto a LE CHÂTEAU Gift Card.

    *Store Credit is valid for 6 months from date of issuance.

  • OUTLET STORES

    All sales are final. No refunds or exchanges.


GIFT RECEIPTS

Didn't get what you wished for? No problem, we will help you find something you love. Come visit us within 15 days of the purchase date for an exchange or we will issue a Store Credit*. Please bring your Gift Receipt with you.

*Store Credit is valid for 6 months from date of issuance.


 

SPECIAL RETURN POLICIES

DRESSES, JUMPSUITS & MEN’S BLAZERS

To ensure that all your purchases have the LE CHÂTEAU quality seal of approval, we have implemented an additional “READ THIS” hangtag and plastic return Seal Tag. If removed, these items cannot be returned.


JEWELLERY, BODYSUITS, SWIMWEAR AND INTIMATE APPAREL

Due to the nature of these items, no returns or exchanges will be accepted on these items.


GIFT CARDS, PROMOTIONAL, FINAL SALE AND CLEARANCE ITEMS

No returns or exchanges will be accepted on these items. Items will be identified as Final on the in-store sales receipt and with a "final sale/clearance" message on the online order confirmation email.


ONLINE-EXCLUSIVE MERCHANDISE

Online-exclusive merchandise cannot be returned/exchanged in store. Please return/exchange your item(s) by mail.