Refund policy

We want all customers to be completely satisfied with their purchase. We understand that sometimes there are reasons why orders need to be returned so here's what you need to know. 

1. Online Purchases Return & Exchange Policy

 
For purchases made online, you can return your purchases online and in store.  
On regular priced merchandise, you can receive a full refund within 14 days of the purchase date or merchandise credit on an eGift Card within 21 days of the purchase date. After 21 days, we will no longer accept returns. 
Sale items marked with a discount less than 50% can be returned for merchandise credit on an eGift Card if returned within 14 days of the purchase date. Sorry, no refunds to original form of payment for sale or discounted items. 
Sale items marked with a discount of 50% or greater are final sale. 
We are not able to offer online exchanges. The quickest way to exchange your item is to place a new order right away, and return your original purchase for a refund. If the item you want to exchange with is not in stock at that moment, you can receive merchandise credit on a gift card.  
See How to Mail Back an Online Return for more information. 
 

1. In Store Purchases Return & Exchange Policy

 
For purchases made in store, you can return or exchange your purchases in store only. 
Within 14 days of purchase, you can return your item and receive a refund to the original method of payment. Within 21 days of purchase, you can exchange your item or receive merchandise credit. 
All sale and discounted items bought in store are final sale. 

1. Return & Exchange Conditions

 
If you wish to exchange or return an item, you must let us know quickly within the time frames explained above by contacting us at [info@usolo.com]. Our customer service team is online daily and you may be requested to upload images for us to better serve you. 
After requesting a return, you have 7 days to mail the items back to us. 
For all returns or exchanges: 

• Items must not be washed, worn or damaged. 
• All original tags must be attached. 
• You must present a valid receipt. 
• Swimwear liner must be attached. 

The following items are final sale and not eligible for return or exchange: 

• Sale items marked at 50% off or greater 
• Intimates 
• Bodysuits 
• Hosiery 

 

1. Shipping Costs

 
We are not able to offer free return shipping at this time. For this reason, the sender will be responsible for paying for return shipping costs.  
In case of defective or damaged items need to be returned, a free return label will be provided to you online. 
In circumstances where you consider a product to be defective, email us at info@usolo.com the following:
A. Clear images of the defective item 
B. Your order number 
Our customer service team will be happy to give you a full refund if your item is approved for defective. The disposal or return of your defective item will be advised by our customer service team. 
Please note that if the above conditions are not met, U-Solo reserves the right to refuse return processing. 
 
Gift Cards 
Gift cards may not be redeemed for cash or refunded unless required by law. All returned items purchased using a gift card will be refunded as merchandise credit back onto a gift card. 
PayPal 
Orders purchased via PayPal will only be eligible for a refund to your PayPal account when you mail them back to us. If you return items purchased via PayPal in store, we’ll exchange them or issue you merchandise credit. 
 
Sezzle 
Orders purchased online via Sezzle will only be eligible for a refund to your Sezzle account when you mail them back to us. 
 

1. Mail Back an Online Return

 
Pack and ship your return, following the instructions outlined on the Return Confirmation mail. Please reference the appropriate carrier website for hours of operation and accessible return drop off locations. Be sure to have your package postmarked and sent off within 7 days of your Confirmation email. 
Once we receive and inspect your package, we’ll process your return within 7 to 10 business days. As soon as your return is complete, we'll e-mail you and let you know.  
Returns coming from the US must first clear customs at the Canadian border before arriving at our warehouse in BC to be processed. When shipping items for return, indicate on the customs label that it is a ‘Returning Canadian Good’ to avoid paying duties. If this is not indicated returning goods may face additional charges at the border or be rejected. 
 
RETURNING MULTIPLE ITEMS FROM SINGLE ORDER 
If you’re returning multiple items, please try to include all items in one box and use one Return Label (even if they arrived in separate shipments or boxes). The Return Label used must match the order for the items you’re returning. 
RETURNING ITEMS FROM MULTIPLE ORDERS 
If you’re returning items from multiple orders, please contact Aritzia Concierge to set up your return. 
 

1. Return an Order Marked “As A Gift”

Refund methods differ for orders indicated as “This is a gift” for the recipient. 
A. As a Recipient
In the case that you, the recipient of a gifted order marked as “This is a gift”, wants to return item(s), refunds would be credited on a new gift card and not the original sender’s method of payment. Please note that gift recipients won’t be eligible for exchanges or instant refunds on credit cards. 
A. As a Sender
In the case that you, the sender of an order marked as “This is a gift”, wants to return item(s), it is still possible to get a refund on your original form of payment upon request. Please note: In order to receive a refund as a sender, all items must be either shipped back by mail or brought to store either by you or the recipient. 

SHIPMENTS TO USA

At this time, we are shipping Delivery Duties Unpaid (DDU). The buyer is responsible for the customs and clearance costs to accept orders. If refused by the buyer, we are not responsible to accept the returning order and we will not be processing refunds.