Frequently Asked Questions
Below are answers to the questions we are asked most often. If you cannot find what you are looking for, email us at info@laurentine-toronto.com and we will be happy to help.
Orders and shipping
1. How long does it take to process my order?
We process orders within 1 to 3 business days. Orders placed before our cutoff time of 6:00 PM (GMT-05:00) on a business day begin processing the same day. Orders placed after the cutoff, or on a weekend or public holiday, begin processing on the next business day.
2. How long will delivery take?
After your order is processed, delivery usually takes 7 to 9 business days, depending on your location in Canada. The total time from order to delivery, including processing and transit, is usually 8 to 12 business days.
3. Where do you ship?
We ship across Canada. All orders are delivered within Canada.
4. When are orders shipped?
Orders are shipped on business days, Monday to Friday. Business days do not include weekends or public holidays.
5. Can I track my order?
Yes. Once your order ships, you will receive a confirmation email with your tracking number. You can also check your order status anytime on our track your order page. If you have not received tracking information within a reasonable time, email us at info@laurentine-toronto.com
6. My order seems delayed. What should I do?
Delivery times are estimates and may vary due to factors outside our control, such as carrier disruptions, severe weather, or busy periods. If your order is delayed beyond the estimated window, email us at info@laurentine-toronto.com and we will look into it for you.
Payment
7. Which payment methods do you accept?
We accept Visa, Mastercard, Maestro, Shop Pay, Apple Pay, and Google Pay. The available options are shown at checkout before you confirm your order.
8. What currency are your prices in?
All prices and payments are processed in Canadian Dollars (CAD). Any applicable taxes are calculated and shown at checkout, so the total you see is the full amount due in CAD.
9. Is my payment secure?
Yes. Payments are processed through secure, encrypted, industry-standard providers, including Shopify Payments. Your payment information is encrypted during transmission, and we do not store your full card details on our servers.
Returns, exchanges, and refunds
10. What is your return policy?
You have 30 days from the day you receive your order to request a return. To be accepted, items must be unworn, unwashed, in their original condition, with all tags attached and in their original packaging. Proof of purchase is required.
11. How do I start a return?
Email us at info@laurentine-toronto.com with your order number, and wait for our confirmation before sending anything back. Items sent back without prior approval cannot be accepted.
12. Who pays for return shipping?
If you return an item because you changed your mind, or because you want a different size or style, you are responsible for the return shipping cost. If the item is faulty, damaged in transit, or incorrect, we cover the return shipping cost.
13. What if my item arrives damaged or incorrect?
Contact us right away at info@laurentine-toronto.com with your order number, photos of the item, and a short description of the issue. When the problem is on our side, we will arrange a free replacement or a full refund. The choice is yours.
14. How do I exchange an item?
Email us at info@laurentine-toronto.com with your order number and the item you would like instead. For exchanges based on a change of mind, the return shipping cost is your responsibility.
15. When will I receive my refund?
Once your return is approved, you will receive your refund within 7 business days, to your original payment method. Depending on your bank or card provider, it can take a little extra time for the amount to appear on your statement. Original shipping costs are non-refundable, unless the return is due to a fault on our side.
Orders, account, and privacy
16. Can I change or cancel my order?
We process orders quickly so they reach you on time. If you need to change or cancel an order, email us at info@laurentine-toronto.com as soon as possible after ordering. If your order has not yet been processed, we will do our best to help.
17. How is my personal information handled?
We handle your personal information in line with our Privacy Policy. Depending on your province, you have rights under Canadian privacy law, including PIPEDA and, for residents of Quebec, Law 25. We do not sell your personal information. To make a privacy request, email us at info@laurentine-toronto.com
Contact Information
Store name: Laurentine Toronto
Company name: T & R E-commerce
Company Number: 89689321
Company Address: Hoenderweg 72B, Sint-Annaland, Zeeland, 4697BM, Netherlands
Contact Form: Click Here
Email: info@laurentine-toronto.com
Phone number: +1 437 475 1669
Customer Service:
Monday to Friday, 8:00 AM – 6:00 PM (GMT-05:00)
Saturday & Sunday: Closed
We aim to respond to your inquiries within 24 hours.