Returns and Exchanges
We want you to be absolutely satisfied with your new purchase. If, for any reason, you're not entirely happy with it, bring it back to our Uptown Victoria store for a hassle-free refund or exchange. It's that simple!
We gladly accept unworn, unwashed, and unused merchandise in new, sellable condition for a full refund or exchange within 7 days from the date of purchase. To be eligible, all items must be in their original packaging/boxes, have all attached tags, and be accompanied by the original receipt. Please note that we cannot accept returns for items returned after 7 days, or items returned within 7 days that are not in good condition, or missing any original packaging. Any damaged items when we receive them are not eligible for a refund.
We do not accept returns on tights, socks, toe and foot protectors, undergarments including dance belts, earrings, makeup + wellness products, hair products and accessories, special order items or sale items. These items are considered final sales.
Due to Russian Pointe discontinuing the Rubin Radiance, all sales of this pointe shoe are FINAL SALE.
From time to time, we have promotional sales on items. Please note that discounts are only valid during the sale period, and exchanges made after the sale ends will not receive the promotional discounts. All Sale items are considered FINAL SALE.
We accept exchanges or store credit up to 30 days of purchase. An exchange is only possible if the item(s) being exchanged is unworn, unwashed, and unused merchandise in new, sellable condition with all tags on and is delivered in original packaging. Please note: pointe shoes can not be returned if ribbons, elastics have been sewn on, or the pointe shoe has been bent, the fabric is dirty, and overall the shoe has been tried on extensively. Pointe shoes need to be in original packaging.
We do not accept online exchanges, as items may sell out while the requested exchange is returned and processed. If you're unsatisfied with the item(s) and wish to return it, we ask that you return the original item (s), and visit our website to purchase the correct item in a new order.
For returns from the United States, kindly follow these steps:
- To initiate a return, don't hesitate to contact our Stretch Customer Experience team at firstname.lastname@example.org with your order number. They will assist you further in the return process.
- Please note that US orders have a return shipping fee of $30.
- It's important to be aware that refunds will be issued in CAD of the original order, regardless of any fluctuations in exchange rates. If there is any discrepancy between the initial charge and the refund amount, please get in touch with our Customer Experience team at email@example.com, and we will gladly provide you with a store credit for the difference (excluding any shipping charges).
- Once we receive your return, we will send you a confirmation email regarding your refund. Please note that import duties cannot be refunded.
For returns within Canada, kindly follow these steps:
- To initiate a return, don't hesitate to get in touch with our Stretch Customer Experience team at firstname.lastname@example.org with your order number. They will assist you further in the return process.
- For online orders, once we determine that your item can be returned, we will send you a return authorization number. You will then be able to print a pre-paid shipping label. Print the pre-paid shipping label, affix it to your package and take the package to a drop-off location.
- Please note that the return label fee is CAD $25 for CDN returns which will be deducted from your refund. If you would like to use your own return shipping method (CDN orders only), please note on your packing slip which item(s) you are returning. Once noted, pack the return item(s) in original condition with the packing slip and send to:
3531 Uptown Blvd Unit #107,
Victoria, BC V8Z0B9
Please keep the following in mind when returning an item with your own label:
- Returning an item with your own label is done at your own risk. It is your responsibility to ensure that the item is properly and securely packaged. Additionally, you have the option to insure the package at your own cost.
- Please note that we are not liable for any damage that may occur due to inadequate packaging by you. We cannot be held responsible if the item is damaged or lost during the return shipping process.
- It's important to note that if we receive an item that is damaged, it will not be eligible for a refund. Please ensure that the item is returned to us in the same condition as when it was originally received.
We recommend taking the necessary precautions to package the item securely and consider using a reliable shipping method with appropriate insurance to protect against any potential damage or loss during the return process.
Once we receive your returned items, a refund will be issued accordingly. It's important to note that any items received in a damaged condition are not eligible for a refund.
Refunds exclude any shipping or handling charges unless the items are deemed faulty or damaged. The refund will be credited back to the original form of payment used for the initial transaction. The refund amount will be the product price minus the return label fee, if applicable.
Please be aware that any import duties paid for orders shipped to the US will not be refunded. Additionally, please note that credit card refunds may take up to 10 business days for your bank to process, depending on their individual processing times. Processing times can vary among different credit card issuers.
We appreciate your patience during the refund process and will do our best to ensure a prompt resolution. If you have any further questions or concerns regarding your refund, please don't hesitate to contact us.