Shipping and refund policy

Return Policy and Right of Withdrawal

PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS, FEES APPLY.

Returns:

Is it possible to return my order? Yes, it is possible.

If you are not satisfied with the goods you ordered, you have the option to return them within 30 days of receipt.




In this case, the order must meet the following conditions:


1. The order still contains all the relevant parts and components, and the packaging arrived exactly as it was.



2. The product has been handled normally; breakage due to careless handling is excluded.



3. Products for which hygiene is important have been thoroughly cleaned before return.



4. The product was found to be defective immediately upon receipt.



5. We reserve the right to charge the customer for the shipping costs.



6. A return will be processed within 7 working days, and if the conditions are met, the return will be officially confirmed within this period.



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

How can I return my order?

If your order meets the above conditions, you must do the following to initiate the return process.

-Send an email to: whitemoosemontreal@gmail.com



Make sure the email includes the following information:

Order number

Reason for the return request

Photo of the product in case of breakage Customer's first name + last name Customer address

We will then contact you with the return address.

Never send the return to the sender. We will give you the correct address after you request it. You, the customer, will bear the cost of returning the product.



ATTENTION:

In our online store, we attach great importance to customer satisfaction and therefore offer a detailed size chart for each of our products. However, we reserve the right to reject return requests based on an incorrect size selection. Please read the size charts carefully to ensure you order the correct size. Returns due to incorrect size information cannot be accepted. Returns of this kind do not correspond to our vision of our carbon footprint and unnecessarily waste CO2. We want to do our part to reduce our impact on the world and avoid unnecessary orders and returns. Our goal is to offer you the best possible shopping experience while protecting the environment.




CANCELLATION

The cancellation period is a right of cancellation according to the following provision if the consumer is a natural person who concludes a legal transaction for purposes that can be attributed to their commercial or professional activity:

A. CANCELLATION POLICY

Right of cancellation

The cancellation period is 30 days from the day on which you or a third party named by you, who is not the carrier, received or took delivery of the last goods.

Since we work with a fully automated system, orders are processed immediately after they are placed. Therefore, we cannot interrupt the shipping process until delivery, so a refund upon receipt of the goods is not possible.

To exercise your right of cancellation, you must inform us (SHOP NAME) by means of an unambiguous message (e.g. by email) of your decision to cancel this contract. The cancellation is effective as soon as we have received the goods. The cost of returning the goods is to be borne by the buyer.

Proof of transport for shipments

Since our goods are shipped from Asia, longer transport times may occur over which we have no influence. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and then return them to us. You can, of course, also notify us of your cancellation in advance.

To ensure the fastest possible return transport, we ask you to send us a delivery confirmation.

Consequences of cancellation

If you cancel this contract, we will refund all payments we have received from you, with the exception of delivery costs (with the exception of additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us), promptly and at the latest within fourteen days from the day on which we received notification of your cancellation of this contract and receipt of the goods. For this refund, we will use the same means of payment that you used for the original transaction, unless we have expressly agreed otherwise with you; under no circumstances will you be charged any fees for this refund.



Please note that products purchased at a heavily reduced price cannot be exchanged. We want to ensure that you are always satisfied with your purchase. Therefore, in such cases, we only offer vouchers that cover the full purchase price. Unfortunately, we cannot offer a refund in these cases.

Please note that the sizes shown in the size charts may vary by 1-3 cm. Please also note that slight variations may occur between the product images and the products ordered and delivered. In both cases, in the event of a customer complaint, we reserve the right to offer a voucher or a refund of up to 15% of the purchase price.



We are confident that you will find what you are looking for in our exclusive selection of clothing, accessories, and shoes. Our team is constantly working to bring you the latest trends and the highest quality products.




** ALL RETURNS ARE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.