How do I make a return or exchange?Updated 5 months ago
We want you to love every item you order! If something doesn’t work out, we’re happy to help with a return or exchange within 45 days of delivery (per tracking information), as long as the items are brand-new, unworn, and unwashed with tags attached.
You can access your return label as soon as you submit your request—either on the confirmation page or by clicking “View Your Return” in your confirmation email. Please ship your item back within 21 days; after that, the label and request will expire.
When using our Return Portal, we provide a Canada Post return label:
Exchanges & Store Credit: $10 return shipping fee (we'll ship your new items free of charge)
Refund to Original Payment: $15 return shipping fee
Sale Items
All sale items are clearly marked as either:
Final Sale – Not eligible for return or exchange.
Exchange Only – Eligible for size or style exchanges (up-charge may apply) or store credit.
Mystery Bundles and free promotional items are considered Final Sale.
Eligible Items
Apparel: Must have original tags attached and be free of stains, deodorant marks, perfume, makeup, and pet hair.
Swimwear: Must have the hygienic liner intact.
Shoes: See below for detailed shoe return info.
Items should be returned in their original clear plastic bag with the barcode label intact.
We reserve the right to adjust or deny returns if items are not received in new condition.
Shoe Returns
Shoes must be in new, unworn condition to qualify for return or exchange.
Shoes with visible signs of wear, scuffs, dirt, or damage cannot be accepted for return or exchange.
Please return shoes in their original shoebox (undamaged and in reusable condition), placed inside another package to protect the box during shipping. The shoebox is an integral part of the shoe purchase, please do not apply the return label directly to the shoebox itself. Damaged boxes may incur a damage fee at time of warehouse processing.
Start your return or exchange here: https://bornprimitive.ca/pages/returns-exchanges-ca
RETURN & EXCHANGE POLICY
- Our return and exchange policy is 45 days for all merchandise not marked “final sale”.
- Returns and exchanges will only be accepted if the item(s) are in brand new, unworn condition with tags attached.
- Please place return and exchange items in the provided clear bag to help ensure the life of the product while in-transit.
- Apparel must have hang tags attached and be free of stains, deodorant marks, perfume scents, make-up and animal hair.
- We recommend trying on all products indoors to maintain their original condition as is. Shoes must be returned in original shoebox undamaged including any additional accessories provided such as laces, in unworn, unwashed, and new re-sellable condition free of dirt or scuff marks.
- Swimwear and Athleisure Undies must be returned with hygienic liner intact.
- We reserve the right to adjust returns if original items are not received in new condition.
- Please allow up to 5 business days for a return or exchange to be processed once it arrives at our facility. You will receive an email from us when the return or exchange is processed.
- Any returns on orders purchased with a gift card and alternate form of payment will receive reimbursement back on the applicable gift card first.
- “Exchange only” items are eligible for size or style exchanges within return window (up-charge may be applicable) or returned for store credit.
**We do NOT refund original shipping charge**
If you have any questions at any stage, don’t hesitate to reach out to us at [email protected]. We’re here to help!