Do you live in Canada? Then your order is shipped for free. Delivery is handled by Canada Post or another well-known shipping service provider.

Did you place your order on a weekday before 11:00 PM? Then it will be processed the same day in our warehouse (except on Fridays, weekends, and holidays).

Once your order is processed, it will be shipped. The average delivery time is 3 to 12 business days, depending on our stock and the destination country.

You can return your product within 14 days after receiving your order. The items must be unworn, undamaged, and returned with the attached labels. Unfortunately, we cannot make any exceptions.

If you’re not entirely satisfied and decide to return one or more products within the 14-day cooling-off period, please note that we will refund the full order amount within 3 to 5 business days after we receive the product. The costs for the return shipment (including any customs fees) are your responsibility. To qualify for a refund, the product must be returned within 14 days of receipt.

Unfortunately, it is not possible to directly exchange an item for a different one. If you would like a different color, size, or a completely different item, we recommend placing a new order and returning the item you are dissatisfied with.

In cases where we need to reship an item for reasons other than lost packages, damaged goods, or incorrectly received items, shipping costs will apply.

A full refund will be issued to the original payment method after we have received, inspected, and confirmed that the products are not damaged.

When returning a product, you need to contact us according to the return procedure and provide us with Track & Trace details so we can process the refund.

Please note: we need 3 to 5 business days after receiving your product to process the refund.

Yes, as a customer, you are responsible for the cost of return shipping. We recommend sending your return with a Track & Trace service, as we cannot be held responsible for lost returns. The sender is always responsible for the return shipment.

*We reserve the right to refuse returned items if we suspect that the items have been used or damaged through no fault of our own.

Please note: we need 3 to 5 business days after receiving your product to process the refund.

Products that meet one or more of the following criteria unfortunately cannot be returned:

a. Products that are sealed. Once the seal is broken, these products cannot be returned.

b. Products made to the consumer’s specifications (custom orders).

c. Products that are clearly of a personal nature.

d. Products that, by their nature, cannot be returned.

e. The buyer has repaired and/or altered the delivered products themselves or had them repaired and/or altered by a third party.

f. The delivered products have been exposed to abnormal conditions or otherwise handled carelessly or in violation of the intermediary’s instructions, and/or handled or treated contrary to the packaging instructions.

g. The defect is entirely or partially the result of regulations issued or to be issued by the government regarding the type or quality of the materials used.

h. Hygiene products (underwear, sportswear, swimwear, makeup, hair styling products, beauty products, etc.) cannot be returned or refunded.

i. Products purchased on sale.

Can I cancel or change my order?

Once your order is placed, it is possible to change or cancel it within 2 hours of the order time. Please contact our Customer Service.

Because we work with different return centers, combining multiple packages for a return is unfortunately not possible. We prefer to receive your product in its original packaging. If you placed a large order, it may have been shipped in separate parts depending on availability at each center.

If you are not satisfied with the order you received for any reason, please contact us.

At Threads.Toronto, we strive to ensure that our customers are 100% satisfied with the product they purchased from our suppliers. If you encounter any issues with shipping or experience any problems, please contact us at info@threads-toronto.com.

We do not accept responsibility for lost or stolen items that the courier has confirmed as successfully delivered. We do not reimburse or replace orders that have been confirmed as delivered by the courier and are subsequently reported as lost or stolen.

Nuova Toronto may, at its discretion, issue a sworn statement.

We’re sorry to hear that! Unfortunately, it can happen that your product gets damaged during shipping. If you received a damaged or incorrect product, please contact us within 3 days of receiving the product.

For the quickest resolution, email us a photo showing the damaged part of the item. The best photos are taken on a flat surface where the label and defect are clearly visible. We will use this information to assist you with your order and to prevent mistakes in the future.

For a defective product, we will always provide a replacement free of charge the first time and cannot offer a refund. If the product arrives defective a second time, we will refund the full purchase amount.

For questions regarding damaged products upon arrival, please contact us at info@threads-toronto.com

In cases where we need to resend an item for reasons other than lost packages, damaged items, or incorrectly received items, we will charge shipping costs.

We do our utmost to process all orders correctly. Unfortunately, sometimes an order may slip through, and we may send you the wrong product. Rest assured, we will resolve this by sending you the correct products free of charge.

For questions about receiving incorrect products, please contact our customer service at info@threads-toronto.com. We will respond within 24 to 48 hours.

You can contact us by sending an email to info@threads-toronto.com or by using our contact form. We will always respond within 24-48 hours on business days.

If a package is delivered to your door or left at the post office, we have incurred costs to deliver your package. If the package is not accepted or picked up from the post office, it will automatically be returned to us, and we are entitled to deduct restocking fees from the amount you are refunded.