Refund policy


Returns in-store free

Return by mail $10 fee applied. 

We have a 30 day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

There is a $10 return shipping fee.

To start a return, you can contact us at Please note that returns will need to be sent to the following address:

426 King Street West,

P.O. Box 1413
Prescott , Ontario K0E 1T0 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like Undergarments and Swimsuits, perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at


Purchases made using Affirm are subject to Once@426's standard return policy. By mail: Once your return is received and processed by Once@426 your Affirm balance will be reduced or cancelled accordingly. If you have already made payments, those will be refunded to you by Affirm to your original method of payment. 

In store: When you return your purchase within our standard return policy, the entire order will be refunded to a Once@426's gift card. You will then be required to maintain your Affirm biweekly payments until the amount is paid off. If you choose to pay off the full balance, please contact Affirm.

30-Day Policy

Merchandise may be returned within up to *30 days of purchase for a refund issued to the original tender with your original receipt. Accepted forms of an original receipt include receipts obtained in store, online packing slips or order invoice, and transactional emails.

Without a Receipt

Refunds and exchanges are not permitted after the allowable return period or without an original receipt.

Final Sale

Clearance items labelled "sale", "clearance" underwear and swimwear (without the hygiene liner), are final sale.These are not eligible for a refund, exchange or store credit.

BY MAIL ($10 Fee Applies)

1. Locate Your Order Number

You can find your order number in one of the below locations. Once you do, you’ll be able to start your return.

The top right corner of your packing slip

The subject line of your shipping confirmation email

Your order history (which you can find in your account on


2. Prepare Your Package

Securely pack your items (in the original packaging if possible) and include your proof of purchase.

Attach the shipping label we helped you create and make sure no other labels are showing on your package

3. Ship It

Once your package is ready, ship it back to us via the mail service provider your shipping label specifies, Canada Post.