FAQs
Returns + Exchanges |
| What is your return and exchange policy? |
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| How do I return or exchange my order? |
| To initiate a return request, please email sales@kumaris.ca or contact us here. |
| Once correspondence has been established and your request is approved, please send your returns to: |
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Kumari's Bloor-Yorkville
25 Bellair Street,
Toronto, ON
M5R 3L3
Canada
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It is recommended that you ship the merchandise using a trackable, insured shipper. Kumari’s cannot accept responsibility for merchandise we do not ship. Please keep the record of your shipping/tracking details. You will be notified by email once your return has been processed.
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| How long will it take for my return or exchange to process? |
| Refunds and exchanges that meet that meet our above conditions and received within 21 days of original purchase will generally be processed within 5 business days. |
| How will I be refunded? |
| You will be refunded on the original method of payment. This may take a 3-5 business days to appear on your statement. |
| How do I return or exchange a gift? |
| Requests for exchange of merchandise received as a gift must be accompanied by the original purchase receipt and follows the same procedure as a standard return or exchange? |
Shipping |
| When can I expect to receive my order? |
| Due to new procedures and safety policies as a result of COVID-19, we are experiencing processing and shipping delays. All shipping partners that we use have also implemented new and rigorous safety procedures, therefore delivery timeframes have temporarily changed. Please refer to our carrier's estimated delivery time. |
| How do I track my order? |
| Once a shipping label has been generated for your order, you will receive a notification with tracking information. You may use the tracking number to receive updates on your shipment via carrier website. |
| How long will it take my order to ship? |
| Orders are shipped within 24-48 hours (Monday-Friday), excluding holidays. |
| Can I make changes to my shipping address after I place my order? |
| If your order has not been shipped, you may contact us at sales@kumaris.ca or here to request a change to the shipping address. However, if your order has shipped, then it is recommended to contact the carrier directly to see if accomodations can be met. We do not guarantee a shipping address change can be done for every situation, therefore it is best to review and confirm your information before placing an order. Kumari's is not responsible for delivery to an incorrect address caused by customer error. |
| When will I be charged? |
| You will be charged for your order once it is confirmed and a shipping label has been created, in the meantime we may put a temporary hold on your method of payment until we authorize a permanent charge. |
| Will I be charged tax? |
| Yes. Sales tax is calculated based on billing address. Purchases within Canada are subject to PST, GST, and/or HST where applicable. |
| Will I be charged a customs fee and duties? |
| Each country has their own unique customs and duties laws for goods, Kumari's is not responsible for customs and duties charges or other fees imposed by government regulatory bodies. If your order is a gift, it will be marked as such and will be exempt from customs and duties. However, we cannot guarantee these charges will be waived, you may dispute these charges with the regulatory body in your designated country if any issues arise. |
| How do I know if my order has shipped? |
| You will be notified via email about the status of your order with tracking information. |
| What shipping carriers do you use? |
| We ship through FedEx, if there is a change in carrier we will let you know via email. |
| Do you ship to overseas countries and territories (including Yukon, Northwest Territories, Nunavut)? |
| Yes. We ship internationally to countries and territories which are in the FedEx network. In some cases delivery may take exceptionally long for remote delivery addresses, refer to your carrier's estimated delivery date for updates. |
| I have a special shipping request; can you accommodate it? |
| We strive to offer our customers the ultimate experience. If possible, we will gladly accommodate special shipping requests. Please contact us at sales@kumaris.ca or here. |
Orders + Payment |
| How do I track my order? |
| Once a shipping label has been generated for your order, you will receive a notification with tracking information. You may use the tracking number to receive updates on your shipment via carrier website. |
| What is the status of my order? |
| You will be notified via email about the status of your order. |
| Can I change an order after it has been placed? |
| If a shipping label has not been created for your order, you may contact us at sales@kumaris.ca or here to request a change. However, if a shipping label has been created, then any changes cannot be made. Requests are at the discretion of Kumari's, they are not guaranteed until it is determined if accommodations are able to be met. |
| Can I request an item be gift wrapped? |
| Absolutely! Contact us at sales@kumaris.ca or here to discuss gifting options. |
| What payment methods does Kumari’s accept? |
| We accept American Express, Apple Pay, Diners Club, Discover, Facebook Pay, Interac, Mastercard, PayPal, Shop Pay and Visa. |
| When will I be charged? |
| You will be charged for your order once it is confirmed and a shipping label has been created, in the meantime we may put a temporary hold on your method of payment until we authorize a permanent charge. |
| Will I be charged tax? |
| Yes. Sales tax is calculated based on billing address. Purchases within Canada are subject to PST, GST, and/or HST where applicable. |
| Will I be charged a customs fee and duties? |
| Each country has their own unique customs and duties laws for goods, Kumari's is not responsible for customs and duties charges or other fees imposed by government regulatory bodies. If your order is a gift, it will be marked as such and will be exempt from customs and duties. However, we cannot guarantee these charges will be waived, you may dispute these charges with the regulatory body in your designated country if any issues arise. |
| Where can I use my gift card? |
| Gift cards may only be redeemed online at kumaris.ca. Enter the unique gift card code you received via email in the Discount Code bar during the checkout process. If you encounter any issues, please contact us at sales@kumaris.ca or here. |
Gift Cards |
| Can I buy a gift card? |
| Yes. Gift cards are available online at kumaris.ca or purchase one here. Once purchased, you will receive a email with your virtual gift card and the unique and confidential redemption code. This code is only visible by you, we do not have access to it. All gift card rules and regulations fall under Shopify's Terms of Use and Service. Please note, gift cards may only be redeemed online. All gift cards are final sale, non-returnable, and non exchangeable. |
| Do gift cards expire? |
| No, gift cards do not expire. |
| How do I use my gift card? |
| Enter the code you received in the email in the Discount Code box during the checkout process. |
| Can I combine my gift card and another method of payment towards my order? |
| Yes. You can use the remaining balance on your gift card and pay the rest via our accepted methods of payment during the checkout process. |
| I lost/deleted the email with my gift card code, what do I do? |
| You can resend the email with the gift card code from the original confirmation email you received when you purchased the gift card. This would be the only way to receive the code again, we do not have access to your gift card since it is confidential information. |
| I want to return or exchange an item purchased with a gift card, how will I be refunded? |
| You will be refunded by the original method of payment, in this case it will be returned to the original gift card so it is recommended to keep the email with the secure code in a safe place. |
| How can I check the balance of my gift card? |
| Contact us at sales@kumaris.ca or here and we will be happy to check the balance for you. |
Kumari's Rewards |
| What is it? |
| We use the Smile.io integration with Shopify to run our rewards program. It rewards our most loyal customers by awarding points for different accomplishments like liking us on social media channels, celebrating a birthday and purchasing goods on our site. Once you have received enough points, you can redeem a discount code that can be applied at checkout. Click here to see how to earn and redeem. |
| Can I earn points for purchases I made before joining the rewards program? |
| No, purchases made only after signing up are eligible for earning points. All purchases before do not count. |
| I don’t think my points are posting correctly to my account, what do I do? |
| Have questions about points that did not post correctly after a purchase? Contact us at sales@kumaris.ca or here and we are happy to help. |
| Where do I track my points? |
| You can track them from the main panel, which you can access by clicking here. |
| I made an in-store purchase, can I get points from that? |
| No, our rewards program is strictly for the online store and is not related to our boutique operations, sorry! |
| Do my points expire? |
| No, points do not expire. You are free to use them whenever you like. |
| How do I update the email address tied to my rewards account? |
| Since Smile.io is integrated with our website, changes can be made via your main account icon at the top right. Alternatively, click here to access your account settings to change your email. If you require any assistance, contact us at sales@kumaris.ca or here. |
Products |
| Do you have a men's section? |
| Yes! Kumari's carries quality goods which are gender neutral, we regularly have customers who purchase our scarves, cashmere goods, masks and more for men. Take a look at our Men's Shop here for our newest items. |
Still Have Questions? |
| Email: sales@kumaris.ca |
| Phone: 416-324-9830 |
| or Contact Us via Form here. |