FAQ

Find practical answers about delivery, payment and help with an order. For a question not covered here, contact us below.

Where can I check product details?

Review the description, images and selectable options on the product page. Ask us before ordering if a measurement, material or compatibility detail is unclear.

Where do you ship, and what does it cost?

We ship within Canada with free standard shipping. Processing normally takes 1–2 business days and transit after dispatch normally takes 4–6 business days, making the estimated total 5–8 business days.

How do I track my order?

Available tracking details are sent after dispatch to your order email. Contact us with the order number if the update is missing, the parcel is delayed or tracking says delivered and you cannot find it.

Can I return or exchange an item?

Yes. Request a return or exchange within 30 days of delivery, including a change-of-mind request. Contact us first for approval and instructions. Item-specific lawful exceptions, if any, must be disclosed before purchase; rights for defective or misdescribed goods are preserved.

Who pays for a return?

We cover approved return and exchange shipping with a prepaid label or an equivalent free method. There is no restocking fee.

What happens if something is damaged or wrong?

Tell us about damage, defects, wrong items, missing parts or a mismatch with the description. We investigate and provide a refund, replacement or other appropriate remedy.

When will I receive a refund?

Approved refunds return to the original payment method. We process them within 10 business days. Banks or card issuers usually need another 5–10 business days to display the credit.

Which payment methods can I use?

Prices and charges are in CAD. Choose from the methods actually shown at checkout for your order. Do not send payment credentials to customer support.

Can I cancel or change an order?

Contact us as soon as possible before dispatch. We will check whether the change or cancellation can still be made. If already dispatched, we will explain the available return options. Statutory cancellation rights are not limited.

How do I reach customer service?

Use the email or phone below. Customer service hours are Monday to Friday, 9:00 AM–5:00 PM in the store’s local time. Your rights under applicable Canadian consumer law remain protected.

How to contact us

Email: support@herschelbags.shop
Telephone: 867-555-3286
Business address: 280 Richmond Rd, Ottawa, Ontario, K1Z 6X5, Canada

Customer service hours: Monday to Friday, 9:00 AM–5:00 PM (store local time).