FAQs

1. Where is your clothing made?

For our Spring/Summer '18 collection, we made all our pieces in Toronto, ON and sourced our sustainable fabrics from Canadian mills. We had our pieces dyed in California. All our employees and contractors are paid fairly under the Canadian labour regulations and have wonderful working conditions with a great team.

2. How does your clothing fit?

We do our best to have our US sizing represent North American standards that are "true to size". Please see our size chart for more information.

3. What can I do if my purchase does not fit?

We take returns or exchanges up to 30 days after purchase, but we do not take returns of any sale items, which are all final sale. We would be happy to exchange for another size if we have it in stock, or we can process a refund if it is a new item. Please see our returns policy below.

4. What can I do if my purchase is damaged?

We take returns or exchanges up to 30 days after purchase, but we do not take returns of any sale items, which are all final sale. We would be happy to exchange for another in the same size if we have it in stock, or we can process a refund if it is a new item. In order to assess the damage, please provide a photo and a description of the damage, and send to:
info@oliviarubens.ca . We may then assess the situation from there.
Please see our returns policy below. 

We would be happy to mend in-studio said item if possible, so it does not go to waste, or to give a partial discount if you are happy to keep it as is. We would also be happy to pay for standard shipping in Canada on this item for mending if so.

5. What is your returns policy?

Returns 
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds could possibly be granted (if applicable): 
Any item not in its original condition, is damaged or with tags removed 
Any item that is returned more than 30 days after delivery

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 10 business days.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at olivia@oliviarubens.ca.

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded and are final sale.

Exchanges (if applicable) 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at olivia@oliviarubens.ca and send your item to: 
Olivia Rubens
2768 Cassels Street
Ottawa, ON
Canada
K2B 6N8

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.

Shipping 
To return your product, you should mail your product to: 
Olivia Rubens
2768 Cassels Street
Ottawa, ON
Canada
K2B 6N8

You will be responsible for paying for your own shipping costs for returning your item, unless the item has a defect of some kind. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Warranties: Our garments are made with love in Canada by our design team, and are made to last if cared for properly. Please do contact us at any point in the lifetime of your garment if it has been torn or damaged, and we will do our best to find a repair solution for you in-studio. We care about the longevity of our garments and hope you can keep caring for it over a long period of time. You are responsible for your own shipping costs in this case, but the repair service is free of charge.

Thank you for your understanding!

6. Where do you ship?

We ship anywhere in the world. Please see our shipping policy below.

7. What is your shipping policy?

We use standard shipping via Canada Post and ship immediately on all items in stock. For shipping in Canada and the U.S., shipping can take from 3-10 business days. For international shipping, shipping can take from 5-15 business days.

8. What is sustainable fashion?

Sustainable fashion is fashion that takes from the environment and its people as much as it gives back, or without harming either or these. We use fabrics that are certified organic and that do not harm the environment or people, and dyeing and manufacturing processes that abide by the same rules. We want to make sure we are not negatively impacting our planet and its people, and that you can be sure that you are buying with confidence that you are doing well as well! 

Please feel free to email info@oliviarubens.ca if you have any more questions!