Frequently Asked Questions

My Order

Can I add/remove items from my existing order?

Unfortunately, we cannot add nor change the item(s) to an order once it is entered in our system.

If the order hasn't been processed by our warehouse, we can cancel the order, which would allow you to place a new order for the correct item(s) via our website.

Can I cancel my order?

You must contact our customer service team at canadasupport@bestseller.com as soon as possible to cancel your order. We cannot guarantee that your order will be cancelled.

Can you change my order?

Unfortunately, we cannot add nor change the item(s) to an order once it is entered in our system.

If the order hasn't been processed by our warehouse, we can cancel the order, which would allow you to place a new order for the correct item(s) via our website.

I did not get a confirmation email for my order.

Kindly verify that the email did not go to your spam/junk folder. Alternatively, it may have been a typo in your email address. Please contact us for assistance.

I've received my order and some items are missing?

If one or more items that you ordered are not available at time of shipment, these items will not be listed in your shipment confirmation email. You will not be receiving these items in a subsequent shipment. Note that you will only be charged for items that ship.

Why was my order canceled?

Please note that your order was automatically cancelled by our fraud prevention software. This is not something that can be manually modified.

If you would like to place a new order, please observe the following guidelines:

  • Do not use a newly created email address
  • Avoid using proxy connection (VPN)
  • Verify your billing address from your credit card company
  • Ship and bill to same address
  • Do not ship to freight forwarding services

If the order is declined after respecting these, we truly apologize for the inconvenience. You may want to try asking a friend or a family member to place to order for you.

There are damaged/stained items in my order, what can be done about the issue ?

Please contact our customer service team and provide them with the following: your order number for them to make the necessary verification; at least three (3) pictures of the defective item: your product, the identification tags (or care label inside the garment); and a close up on the defect. You can attach these pictures directly in your e-mail.

What do you mean by “FINAL SALE”?

Items on final sale are not exchangeable or refundable. If they are sent back, please note that they will not be refunded or returned to you.

When you buy boxers, socks, lingerie or perfume, it’s always a final sale.

From time to time, we have clearance sections that only feature final sale products, which are always clearly marked with the FINAL SALE indication.

Payment

Can I modify my method of payment?

Unfortunately, once your order has been placed, it’s impossible to change your method of payment.

Can I pay with a gift card online?

It is currently not possible to use a gift card for your online orders. However, you can use it at any JACK & JONES store in Canada.

Kindly contact customer service concerning a VERO MODA gift card.

Do you charge taxes on children's clothing?

Yes, we have to considering our head office is based in Montreal, Quebec, a province where we must charge taxes on children's clothing.

If you reside in a province that does not pay taxes on children's clothing, kindly contact our support team, who will gladly help you with this issue.

Do you refund orders for expired, lost, or stolen credit cards?

Due to our financial institution’s new requirements, we cannot process refunds for credit cards that have been marked as expired, lost, or stolen.

However, in this situation, we can process a wire transfer or issue a cheque, which may take 4-6 weeks. Please contact our customer service for any questions.

I'm unable to check out, what should I do?

This may be a technical issue. To deal with the situation, please contact our customer service team.

Is it normal that my gift card does not work on your website?

At this time, gift cards can only be used in stores, but are working hard to change that very soon. Until then, we’ll be happy to see and assist you in-store.

Is it possible to place an order by phone?

Orders may only be placed online. Unfortunately, for security reasons, we can’t take orders by phone. But rest assured our website is user-friendly, and you can always contact our customer service for assistance.

What do you mean by “FINAL SALE”?

Items on final sale are not exchangeable or refundable. If they are sent back, please note that they will not be refunded or returned to you.

When you buy boxers, socks, lingerie or perfume, it’s always a final sale.

From time to time, we have clearance sections that only feature final sale products, which are always clearly marked with the FINAL SALE indication.

What is a payment authorization?

A payment authorization is a pre-authorized amount. It simply ensures us that the funds are available in your account before proceeding with your order.

What methods of payment can I use?

Here are the accepted methods of payment on our website: PayPal, Mastercard, Visa and PayBright.

When will I be charged for my order?

When you place your order, a pre-authorization for the full amount of your order is taken on your credit card. You will only be billed once your order ships from our warehouse. Note that you’ll only be charged for the shipped items.

Why is BESTSELLER showing on my credit card statement for a purchase I made on your website?

This is perfectly normal, as BESTSELLER is the parent company for many brands you know and love.

You'll see BESTSELLER on your credit card once you've completed an online order at www.bestsellerclothing.ca. If you've ordered from any of the following brands, expect to see BESTSELLER appear on your credit card statement: JACK & JONES, VERO MODA, ONLY, Noisy May or Bianco.

Why was my payment cancelled?

Your order was automatically cancelled by our fraud prevention software. This is not something that can be manually modified.

To place a new order, please follow these guidelines:

  • Do not use a newly created email address
  • Avoid using proxy connections (VPN)
  • Verify your billing address from your credit card company
  • Ship and bill to same address
  • Do not ship to freight forwarding services

If your order is still declined after respecting these, we truly apologize for the inconvenience. We suggest you ask a friend or family member to place an order for you.

Why was my payment captured twice?

Our payment process occurs in two steps: the pre-authorization and the billing.

The pre-authorization is only for us to ensure that the funds are available in your account before proceeding with your order. You are not charged at this point.

The amount is released by your financial institution within approximately a week. Your account is only billed when your order is shipped.

Shipping and delivery

Can I change my delivery address?

We will gladly update the shipping address if the order has not been packed or shipped by our distribution centre yet. Once the order has been shipped, you will have to request a modification with Canada Post or Purolator directly, there may be a cost associated (not covered by Bestseller).

Can I get my order delivered to a store?

We do not offer to shipment to stores. We offer delivery to any home, office or PO Box address in Canada.

Can you deliver to my post office?

We can not ship directly ship to your post office.

Do you offer pick up in-store for online orders?

We do not currently offer pick-up in store for online orders. We offer delivery to any home, office or PO Box address in Canada.

Do you ship internationally?>

We only ship to Canada. Please visit our international site to see if we offer shipping in your country.

How can I track my order?

You can follow the status of your order by clicking on the link in your shipment confirmation email.

How do you ship to Canada?

We ship using Canada Post Standard Expedited and Purolator ground delivery services, normally we process orders within 3 business days from our distribution center in Montreal, QC. Due to the current added health measures, processing can take between 7 to 8 business days at the moment.

A flat rate of $9.95 is applied for shipping on each order. The standard delivery time is 3 to 12 business days depending on your location.

Note that these delivery times do not act as a guarantee. BESTSELLERCLOTHING.CA is dependent on Canada Post and Purolator delivery, which may be affected by unforeseen delays such as inclement weather.

Please note that due to the COVID-19 crisis, shipment delays could be longer for an indefinite time. We thank you for your comprehension.

How long does it take for my order to get shipped?

We ship using Canada Post Standard Expedited delivery and normally process orders within 3 business days from our distribution center in Montreal, QC.

Due to the current added health measures, processing can take between 7 to 8 business days at the moment.

How long will it take to receive my order?

Orders are processed and shipped from our distribution centre in Montreal, QC, Canada, usually within 3 business days. Due to the current added health measures linked to COVID19, processing can take between 7 to 8 business days at the moment.

Depending where you are located in Canada it may take 5 to 12 business days to be delivered.

Note that these delivery times do not act as a guarantee. The website is dependent on Canada Post and Purolator delivery, which may be affected by unforeseen delays such as inclement weather.

How much is the shipping charge?

A flat rate of $9.95 is applied for shipping on all other orders.

My package was damaged

If the package sustained any damages during transit, please take pictures of the damage and contact our customer service team for assistance.

Tracking number says the order was delivered but I never got it. Can you help?

Please contact us. We will gladly investigate the situation.

When will I get missing items from my order?

Please note that you will not be receiving the item(s) in a subsequent shipment as they were cancelled from your order. You were only charged for the item(s) that were shipped.

Why is my order incomplete?

We work hard to keep our inventory as up to date as possible, but unfortunately at the time of shipment our warehouse was out of stock of the missing item(s).

This item was listed sold out in your shipment confirmation email.

Please note that you will not be receiving the item(s) in a subsequent shipment as they were cancelled from your order. You were only charged for the item(s) that were shipped.

Are the shipping fees refundable?

Shipping fees are NOT refundable.

Returns and refunds

Can I bring my return to your head office / distribution centre myself?

Items purchased online can only be returned by mail using the prepaid Canada post label included with the order.

Can I do an exchange?

It is not possible to exchange items purchased at BESTSELLERCLOTHING.CA. If you wish to exchange, you need to return the item(s) for a refund and place a new order. All returns for refund must be in line with our Return Policy.

Can I return or exchange an item purchased online in-store?

Online orders cannot be returned or exchanged in our stores. Likewise, our distribution center will not accept returns of items purchased in JACK & JONES stores.

How long will it take to process my return?

The refund process may take up to 10 business days, from the receipt date at our distribution center, depending on the high volume of returns we receive.

You will receive an email confirmation once the refund has been processed.

How do I get a return label?

To get a prepaid label, please visit www.bestsellerclothing.ca/returns.

I received the wrong order, what should I do?

It may happen that an error occurs. Please contact our Customer Service for further assistance.

What is your return policy?

Due to the current added health measures, once your parcel is received at the distribution center, it’s placed in quarantine for a full week before our regular process can start. We thank you for your cooperation and understanding.***

You can return the item(s) to us free of charge.

All returned items must be in their original condition - unworn and unwashed, with all hang-tags and labels attached.

Final Sale items will not be accepted for return, if returned it will not be refunded or sent back.

Due to hygienic reasons, all lingerie items, boxers and socks are final sale and will not be accepted for return or refund. Please note that our fragrances are also final sales.

We regret that online order cannot be returned or exchanged in our stores. Likewise, our distribution center will not accept returns of items purchased in JACK & JONES stores.

We regret that it is not possible to exchange items purchased at BESTSELLERCLOTHING.CA. If you wish to exchange, you need to return the item(s) in their original condition for a refund and place a new order.

Shipping fees are non-refundable.

HOW TO RETURN AN ITEM :

We are happy to say we have now gone paperless and the return process is even more easy!

To return an item:

  • Have your Order Number on-hand. You can find your order number in your confirmation email (a 10-digit number starting with 5000…) or by logging into your bestsellerclothing.ca account and checking your order history
  • Click on the link below to start the return process ;
    www.bestsellerclothing.ca/returns
  • After you’ve printed your label, drop your parcel off at any Canada Post location.

*NB: if you are returning a damaged item, please send 3 photos of the damaged item to Canadasupport@bestseller.com before processing your return.

The boxers don't fit, can I return them?

Boxers are non-returnable in accordance with health regulations. Please note that any returned underwear will not be refunded or sent back to you.

An item I purchased recently is now at a lower price. Can you apply the current promotion on it?

We offer a one-time price adjustment. This only applies on regular-priced items that are marked down within 14 days of your purchase. No adjustments are done for items already on sale.

If I missed a promotion, can I still benefit from it?

Unfortunately, sales are not applicable to previous purchases. The best way to never miss our sales is to sign up for our newsletter and stay on the lookout.

What should I do if a promotion does not work on a specific item?

Promotions can’t be combined. For example, if an item is already on sale, you won't be able to use any promotional code.

Please contact our customer service for any other issues or concerns. They will help you with your situation.

What should I do if my coupon code does not work?

For any issue of the sort, please contact our customer service. They will help you with your situation.

Who won the Instagram/Facebook contest?

We reveal the names of our winners at the same place the contest is located. If you can’t find who won, you can contact our customer service for this information.

Why won’t the welcome offer work?

The 10% off welcome offer is valid on all products except FINAL SALE items. Offer can’t be combined with employee discount. Offer valid at bestsellerclothing.ca.

The 10% sign-up promotion is not applicable on previous purchases. Offer is not valid in-store. BESTSELLER Canada reserves the right to modify or terminate this promotion without prior notice. Available while supplies last.

Products

Are your socks sold in pairs?

Our socks are only sold as pairs. We do not them individually.

Can I order replacement zippers, buttons, snaps or laces?

Unfortunately, we do not offer replacement zippers, buttons, snaps or laces.

Do you make product recommendations?

Our homepage displays our top-selling products, and we leave you some recommendations at the bottom of each product page.

Do you offer warranties on your clothing?

No, we do not offer any warranties. However, please note that we offer free, easy returns for unwashed, unworn items with tags still attached within 30 days following delivery.

How can I find a style I saw on TV or social media?

Simply use our search bar or speak to our customer service team, who will gladly help you.

How do I pick the right size?

Just take a look at our size chart. You can see it on each product page, right under the different sizes to pick from.

I purchased an item a few months ago. Do you still have that style available?

Please use our search bar or contact our customer service team, who will gladly assist you. Note that the styles available online reflect our current inventory , so it's possible we no longer carry any given style.

Items from the email I just received are not available. What can be done?

Some of our photos come from our main office in Denmark and might not be sold in North America, but we try to only feature products that we currently sell in our continent.

What are the instructions to take great care of your products?

Care instructions vary by product. Currently available products contain overall guidelines in their descriptions, but for more detailed instructions, please read the label sewn in your garment carefully to ensure optimal use.

What are your products made of?

Our products are made of different fabrics. These are all detailed in our product descriptions.

What should I do if an item I bought at a store is damaged?

As per our policy, if the item was purchased in-store, you need to go to the nearest retail store to see what can be done in your specific situation.

What should I do if the colour of the item I received is different from the online photos.

As per our Terms and Conditions “The Company attempts to be as accurate as possible in describing all products available for sale and/or distribution by the Company. However, the Company does not warrant that Product descriptions or other content of this Site are accurate, complete, reliable, current or error-free. Ex: Jeans.”

Contact Customer Service or return for a refund (if item not on Final sale).

When are you receiving new styles?

We receive new arrivals on a weekly, sometimes daily, basis. The best thing you can do to stay informed about any new collections is subscribe to our newsletter. To do so, all you need to do is sign up on our website by quickly entering your details.

When will your products be back in stock?

Unfortunately, for the most part, we don’t plan our products to go back in stock. Sizes shown on the website normally reflect our current inventory.

The good news is we regularly have similar styles in our future collections, so stay on the lookout. You might get you hands on a new similar design soon, only in a trendier version!

Where are your products made?

Our products come from all around the world. The country where each piece was made is clearly stated on its stitched tags.

Where can I find a fit guide or size chart?

We do have a size guide.. You can see it on each product page, right under the different sizes to pick from.

Why can I no longer see an item I once saw online?

This item may have been removed from the site due to a change in season or because it’s out of stock.

Why can't I find an item I saw in one of your pictures on your website?

Some of our photos come from our main office in Denmark, and might feature some products that are not sold in North America, but we try to only highlight products that we sell here in our continent.

Why can’t I seem to find an item I saw on the European website on your website?

Most collections are specific to the country they are sold in. When shopping online, ensure to select your country to reflect the collections available to you.

Why does an item that was out of stock at the time I placed my order still appear on your website?

If you tried to order an item, but were informed it was out of stock, it means the product was out of stock at the moment your order was being packed and shipped.

However, it's possible that we have since received one or more returned items.

Why is an item I saw in-store differently priced online?

Online pricing and promotions may vary from the ones offered in JACK & JONES stores. Pricing and promotions may also vary from store to store.

Why is an item I saw in-store unavailable online?

The online collection may vary from products available in JACK & JONES stores. Collections may also vary from store to store.

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