RETURNS & EXCHANGES
Change your mind? Not the right size or style? No problem!
When using our Return Portal, we will provide you a return shipping label with Canada Post. For Exchanges and Store Credit there is a $10.00 return shipping fee. Once we receive your exchange, we will ship your new items out free of charge! Returns to original form of payment there is a $15.00 return shipping fee.
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**
Warranty
All of our shoes are guaranteed for 12 months from the original purchase date for manufacturing issues. If you have a manufacturing concern, please email our Customer Service team at contact.ca@bornprimitive.com with photos of the issue and your order number.
Flash Sales
All Flash Sale items are marked either final sale or exchange only. Items marked "final sale" are ineligible for returns. Items marked "exchange only" are eligible for size or product exchanges (up-charge may be applicable) or returned for store credit.
Product Issue
If you believe there is an issue with your product, we ask that you please reach out to our Customer Service team at contact.ca@bornprimitive.com within 90-Days. When reaching out please include your order number, a description and a picture of the issue for us to better assist you.